Senior Customer Service Manager – Remote Support Operations Lead, Customer Experience Champion, Team Development & Process Innovation at brighthush

About brighthush

brighthush is a trailblazer in the customer experience arena, redefining how brands connect, engage, and delight their audiences. With a global footprint that spans SaaS, e‑commerce, and enterprise solutions, we fuse cutting‑edge technology with a human‑centric service philosophy. Our mission is simple yet powerful: empower every brand to deliver unforgettable experiences that transform first‑time buyers into lifelong advocates.

At brighthush, we thrive on a remote‑first culture that is built on trust, collaboration, and a relentless focus on growth—both for our customers and our people. If you’re passionate about leading teams that consistently exceed expectations, you’ll find a home where your impact is felt across the globe.

Role Overview

We’re looking for a seasoned Senior Customer Service Manager to spearhead our remote support operations. In this pivotal role, you will shape the customer journey, cultivate a high‑performing team, and partner with cross‑functional leaders to drive continuous improvement. Your strategic vision and hands‑on leadership will ensure that every interaction reflects the brighthush commitment to excellence.

Key Responsibilities

• Strategic Leadership: Design and execute a comprehensive customer service strategy that aligns with brighthush’s growth objectives and brand promise.
• Team Management & Development: Recruit, coach, and mentor a diverse team of support specialists, fostering a culture of accountability, learning, and high morale.
• Operational Excellence: Oversee daily support operations, ensuring SLA adherence, efficient ticket routing, and optimal resource allocation.
• Process Innovation: Identify bottlenecks, develop scalable workflows, and implement best practices that elevate service quality and reduce resolution time.
• Data‑Driven Decision Making: Analyze key performance indicators (KPIs), generate actionable insights, and present findings to senior leadership.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, and Marketing to translate customer feedback into product enhancements and marketing initiatives.
• Quality Assurance: Conduct regular quality reviews, provide constructive feedback, and champion a culture of continuous improvement.
• Customer Advocacy: Serve as the voice of the customer within the organization, ensuring that their needs shape strategic priorities.
• Remote Team Enablement: Implement tools, processes, and communication protocols that empower a distributed workforce to perform at peak levels.
• Compliance & Risk Management: Ensure adherence to data privacy regulations, security standards, and industry best practices.

Essential Qualifications

• Minimum of 2 years in a senior customer service or operations leadership role, preferably within a SaaS or B2B environment.
• Proven track record of building, scaling, and leading high‑performing remote support teams.
• Exceptional verbal and written communication skills in English, with the ability to articulate complex concepts to diverse audiences.
• Deep understanding of CRM and support platforms such as Zendesk, HubSpot, Salesforce, Freshdesk, or equivalent.
• Strong analytical mindset: experience interpreting metrics, identifying trends, and driving data‑driven improvements.
• Demonstrated ability to develop and refine customer service processes, workflows, and SOPs.
• Excellent problem‑solving, decision‑making, and conflict‑resolution skills.
• Organizational prowess: adept at juggling multiple priorities in a fast‑paced, remote setting.
• Customer‑first mentality: a genuine passion for delivering exceptional service and turning challenges into opportunities.
• Self‑motivated, proactive, and comfortable operating autonomously in a remote environment.

Preferred Qualifications

• Experience managing B2B or SaaS customer support teams.
• Familiarity with advanced analytics tools (e.g., Tableau, Power BI) and A/B testing frameworks.
• Background in change management and process re‑engineering.
• Knowledge of industry compliance standards such as GDPR, SOC 2, or ISO 27001.
• Multilingual capabilities to support a global customer base.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Visionary mindset that balances long‑term goals with day‑to‑day execution.
• Customer Empathy: Deep understanding of customer pain points and the drive to resolve them.
• Technical Acumen: Comfortable navigating CRM systems, knowledge bases, and automation tools.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrives in a dynamic, evolving environment.
• Collaboration: Works seamlessly with cross‑functional teams to achieve shared objectives.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Service Manager, you will:

• Lead initiatives that shape the future of customer experience across the organization.
• Gain exposure to executive leadership and influence strategic direction.
• Participate in mentorship programs, leadership workshops, and industry conferences.
• Advance to roles such as Director of Customer Experience, VP of Support, or Head of Customer Success.
• Access a curated learning library, including courses on AI, data analytics, and advanced customer journey mapping.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that respect work‑life balance.
• Regular virtual team building events and quarterly all‑hands meetings.
• A collaborative environment where ideas are valued and innovation is rewarded.
• Access to cutting‑edge tools and platforms that streamline support and enhance productivity.
• A culture that celebrates diversity, inclusion, and continuous learning.

Compensation & Perks

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market standards for senior leadership roles.
• Performance‑based bonuses tied to team and company metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and a generous parental leave policy.
• Professional development stipend and reimbursement for certifications.
• Access to a global network of peers and industry experts.

How to Apply

Ready to lead the next wave of customer experience innovation at brighthush? Submit your resume and a cover letter detailing why you’re the perfect fit for this role. We’re excited to learn how your expertise can help us elevate our service standards and create lasting customer relationships.

Apply now and become part of a team that’s redefining the future of customer support.