Senior Customer Service Manager – Remote, Multi‑Channel Support & Team Leadership – Global Logistics Tech Innovator at brighthush

Welcome to brighthush – Where Logistics Meets Innovation

At brighthush, we’re not just a logistics platform; we’re a movement that’s reshaping how people and businesses move goods around the world. Every day, our technology powers the journeys of millions of parcels, delivering peace of mind to consumers and unlocking new efficiencies for retailers, shippers, and carriers alike. With a growing footprint that spans North America, Europe, and beyond, we’re on a mission to make logistics transparent, customer‑centric, and endlessly scalable.

Our culture is built on three pillars: innovation, data‑driven decision making, and relentless optimisation. We thrive on experimentation, celebrate curiosity, and reward results. Whether you’re building a new self‑service portal, automating a complex workflow, or turning a customer complaint into a product improvement, you’ll find a place to grow, learn, and make a real impact.

About the Role: Senior Customer Service Manager – Remote, Multi‑Channel Support & Team Leadership

We’re looking for a seasoned, results‑oriented leader to steer our customer support engine across both consumer and B2B segments. In this high‑impact position, you’ll manage a network of team leaders who guide a 50‑strong remote workforce. You’ll be the bridge that connects customer experience, quality assurance, product, marketing, and technology, ensuring that every touchpoint delivers a seamless, delightful experience.

As brighthush scales globally, you’ll shape the future of our support operations, driving measurable improvements in NPS, CSAT, and customer effort scores. Your strategic vision, operational excellence, and passion for advocacy will set the tone for how millions of customers interact with our platform.

Key Responsibilities

• Leadership & Development: Inspire, coach, and mentor a network of team leaders who manage frontline agents. Set clear performance expectations, conduct regular coaching sessions, and cultivate a culture of continuous improvement and high performance under pressure.
• Cross‑Functional Collaboration: Partner with Customer Experience, QA, Product, Marketing, and Technology teams to align service initiatives with business objectives. Translate frontline insights into actionable product enhancements, automation opportunities, and enriched customer touchpoints.
• Customer Feedback & Insight Management: Own the end‑to‑end process of collecting, analysing, and acting on customer feedback from surveys, reviews, and support interactions. Champion a data‑driven approach to identify pain points and prioritise improvements.
• Service Quality & Metrics: Define, track, and report on key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), first‑contact resolution, and average handling time. Use insights to drive continuous improvement.
• Process & Automation Initiatives: Identify opportunities to streamline workflows, reduce manual effort, and implement automation tools. Work closely with QA and Technology to roll out new features and monitor their impact.
• Communication Strategy: Design and execute communication plans that keep customers informed about delivery status, service disruptions, and issue resolutions. Ensure consistency across all channels (email, SMS, in‑app, and web).
• Vendor & Partner Relations: Maintain strong relationships with key courier partners. Negotiate service level agreements, resolve escalations, and ensure partner performance aligns with brighthush’s quality standards.
• Innovation & New Service Development: Collaborate with Product and Technology to conceptualise and launch new support tools, self‑service portals, and knowledge bases that enhance the customer experience.
• Customer Education & Self‑Service Enablement: Oversee the creation of educational content such as how‑to guides, FAQs, and video tutorials that empower customers to resolve issues independently.
• Strategic Planning & Execution: Contribute to the development of the annual support strategy, including staffing plans, budget allocation, and technology roadmap.

Essential Qualifications

• Minimum of 10 years of progressive experience in customer service, with at least 7 years in a managerial capacity overseeing large teams (40–50+ direct reports).
• Proven track record of operating in fast‑paced, high‑volume, high‑pressure environments.
• Strong decision‑making skills, with the ability to make rapid, well‑judged calls in a dynamic setting.
• Demonstrated success in process improvement, optimisation, or automation initiatives that delivered measurable results.
• Excellent written and verbal communication skills in English.
• High typing speed (≥ 40 wpm) and proficiency with customer service platforms.
• Diplomatic and empathetic approach to handling customer queries and escalations.
• Experience managing both consumer and business customers is highly desirable.
• Familiarity with the parcel delivery, logistics, or e‑commerce sector is a plus but not mandatory.

Preferred Qualifications

• Experience in a SaaS or technology‑driven logistics company.
• Background in data analytics and performance measurement.
• Knowledge of international shipping regulations and carrier operations.
• Experience leading remote teams across multiple time zones.
• Proficiency in additional languages beyond English.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing teams.
• Strategic Thinking: Visionary mindset to align support operations with business goals.
• Analytical Acumen: Strong data‑driven decision‑making skills.
• Collaboration & Influence: Comfortable working cross‑functionally and influencing stakeholders at all levels.
• Customer‑Centricity: Deep commitment to delivering exceptional service to both consumer and B2B audiences.
• Problem‑Solving: Ability to troubleshoot complex issues and devise scalable solutions.
• Adaptability: Thrive in a rapidly changing environment and pivot priorities as needed.
• Tech Savvy: Comfortable with CRM, ticketing, analytics, and automation tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. We offer:

• Clear promotion pathways from Team Lead to Director of Customer Experience.
• Mentorship programmes with senior leaders across product, engineering, and operations.
• Access to industry conferences, webinars, and training courses.
• Cross‑functional projects that broaden your skill set and visibility.
• Regular performance reviews with actionable feedback and development plans.

Work Environment & Culture

Our remote‑first model means you can work from anywhere with a reliable internet connection. We foster:

• Transparent communication through weekly all‑hands meetings and real‑time collaboration tools.
• A culture of psychological safety where ideas are welcomed and experimentation is encouraged.
• Inclusive hiring practices that celebrate diversity and promote equity.
• Flexible working hours that respect personal commitments and time‑zone differences.
• Regular virtual team‑building activities and informal social channels.

Compensation & Perks

While specific figures vary by role and location, we offer a competitive base salary complemented by performance‑based bonuses. Additional benefits include:

• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off and flexible holiday policy.
• Home‑office stipend and equipment allowance.
• Unlimited learning budget for courses, certifications, and conferences.
• Employee wellness programmes and mental‑health resources.

How to Apply

If you’re ready to lead a high‑performing remote team, drive customer‑centric innovation, and shape the future of logistics technology, we want to hear from you. Submit your application through the link below and join a company that is redefining the parcel delivery industry.

Apply to this role at brighthush

Closing Statement

At brighthush, you will be part of a dynamic, fast‑growing tech ecosystem that values ingenuity, collaboration, and customer obsession. Your leadership will directly influence how millions of customers experience our platform, and your strategic initiatives will help us scale globally while maintaining the highest service standards. If you thrive in a remote, high‑energy environment and are passionate about elevating customer experience, we invite you to apply and become a key driver of our success.