Senior Customer Service & Support Team Lead – Championing Technical Excellence, Data‑Powered Operations, and Global Team Development for a Remote‑First, AI‑Enabled Customer Success Platform at brighthush
About brighthush
brighthush is a trailblazing customer‑experience company that reimagines support as a strategic, data‑driven partnership between technology and human empathy. With a portfolio that spans SaaS, health‑tech, and enterprise solutions, we empower businesses to move from reactive ticket queues to proactive, integrated customer success ecosystems. Our mission is to turn every support interaction into a seamless, efficient, and delightfully human experience, leveraging cutting‑edge AI, robust analytics, and intuitive design to deliver measurable impact.
Founded on the belief that technology should amplify human empathy, brighthush blends data‑driven insights with a culture that champions continuous learning. We are a community of problem‑solvers, data‑driven thinkers, and compassionate leaders who thrive on collaboration, experimentation, and real‑world impact. Whether you’re troubleshooting a complex API issue or coaching a junior agent, you’ll find a place where your expertise fuels tangible change.
Why Join brighthush?
When you become part of brighthush, you’re stepping into a high‑growth, remote‑first environment that values creativity, collaboration, and personal growth. Here’s what makes us stand out:
- Competitive Compensation – A base salary that reflects your experience, complemented by performance‑based bonuses and equity options that align your success with our long‑term vision.
- Generous Paid Time Off – Flexible vacation policy, public holidays, and a dedicated “mental health day” allowance to keep you refreshed.
- Comprehensive Health & Wellness Benefits – Health, dental, vision insurance, mental‑health support, and a wellness stipend for gym memberships, meditation apps, or home‑office upgrades.
- Continuous Learning Budget – Access to industry conferences, workshops, and online courses to keep you at the forefront of customer‑service innovation.
- Modern, Fully Remote Work Setup – Work from anywhere, with optional on‑site hubs in Berlin for team events, hackathons, and spontaneous brainstorming sessions.
- Inclusive, Diverse, and Supportive Culture – A workplace that celebrates every voice, encourages open dialogue, and rewards creativity.
- Regular Team Retreats & Social Events – Foster camaraderie and belonging through retreats, social gatherings, and community‑building initiatives.
Role Overview
As the Senior Customer Service & Support Team Lead at brighthush, you will spearhead a high‑performing support team that delivers world‑class service to our global customer base. Your role blends strategic leadership with hands‑on technical expertise, ensuring that our support operations run smoothly, our team members thrive, and our customers receive the best possible experience.
You will be the bridge between frontline support, engineering, product, and sales, translating customer insights into actionable improvements that elevate the entire customer journey.
Key Responsibilities
- Lead and Inspire – Manage, mentor, and develop a diverse team of support specialists, fostering a culture of accountability, continuous improvement, and professional growth.
- Operational Excellence – Oversee day‑to‑day support operations, ensuring SLA compliance, efficient ticket routing, and optimal resource allocation.
- Process Design & Optimization – Design, implement, and refine support processes, knowledge bases, and automation workflows to increase efficiency and reduce resolution times.
- Data‑Driven Decision Making – Leverage analytics to monitor team performance, identify trends, and recommend actionable improvements.
- Technical Oversight – Dive into logs, APIs, and system diagnostics to troubleshoot complex issues, and collaborate with engineering to resolve root causes.
- Stakeholder Collaboration – Partner with product, engineering, and sales teams to align support strategies with business objectives and product roadmaps.
- Customer Advocacy – Champion the customer’s voice within the organization, ensuring that feedback drives product enhancements and service improvements.
- Continuous Learning – Stay abreast of industry best practices, emerging support technologies, and new tools to keep brighthush at the forefront of customer service innovation.
- Team Development – Conduct regular one‑on‑ones, performance reviews, and skill‑gap analyses to nurture talent and build a high‑performing team.
- Escalation Management – Own the escalation process for high‑impact incidents, coordinating cross‑functional resources to resolve issues swiftly and transparently.
- Reporting & Forecasting – Prepare weekly, monthly, and quarterly reports on key metrics (CSAT, NPS, first‑contact resolution, ticket volume) for senior leadership.
- Culture Champion – Promote a culture of empathy, ownership, and continuous improvement through regular knowledge‑sharing sessions and team‑building activities.
Essential Qualifications
- Minimum of 5 years of progressive experience in customer service or support management, with at least 2 years in a leadership role.
- Strong technical background: proficiency in analyzing logs, working with APIs, and troubleshooting complex technical issues.
- Demonstrated ability to build, scale, and optimize support structures and processes.
- Fluency in German and English, both written and spoken.
- Hands‑on experience with support platforms such as Zendesk, Freshdesk, Intercom, and ServiceNow.
- Solid understanding of ITIL principles and best practices.
- Excellent communication, interpersonal, and coaching skills.
- Data‑driven mindset: comfortable working with metrics, dashboards, and analytics tools.
- Experience managing remote or distributed teams and fostering a sense of belonging across time zones.
Preferred Qualifications
- Experience in SaaS or health‑tech environments, especially in hospital discharge management or related domains.
- Knowledge of AI‑powered support solutions and chatbot integration.
- Experience with remote team management and distributed work cultures.
- Certifications in ITIL, Six Sigma, or related process improvement frameworks.
- Background in building multilingual support teams and handling global customer bases.
- Proficiency with data visualization tools such as Tableau, Power BI, or Looker.
- Experience leading cross‑functional projects that influence product strategy.
Key Skills & Competencies
- Leadership & Team Development
- Strategic Planning & Execution
- Technical Troubleshooting & Root Cause Analysis
- Process Design & Continuous Improvement
- Data Analysis & KPI Management
- Stakeholder Management & Cross‑Functional Collaboration
- Customer‑Centric Mindset
- Adaptability & Resilience in Fast‑Paced Environments
- Conflict Resolution & Mediation
- Change Management & Agile Methodologies
Career Growth & Learning Opportunities
At brighthush, your career path is designed to evolve with your ambitions. As a senior leader, you will:
- Progress into Director or Head of Customer Experience roles, overseeing larger teams and broader initiatives.
- Lead cross‑functional projects that shape product strategy and customer success.
- Mentor upcoming leaders, contributing to a strong internal talent pipeline.
- Participate in executive leadership meetings, influencing company‑wide decisions.
- Access a dedicated learning budget for certifications, conferences, and advanced training.
- Take ownership of strategic initiatives such as global support expansion, AI integration, and customer‑experience transformation.
- Earn recognition through brighthush’s “Innovation & Impact” awards and public speaking opportunities at industry events.
Work Environment & Culture
brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first approach means you can work from anywhere, with optional on‑site hubs in Berlin for team gatherings, hackathons, and spontaneous brainstorming sessions. We celebrate diversity, encourage open dialogue, and reward creativity. Every team member is empowered to bring fresh ideas to the table and shape the future of customer service at brighthush.
Key cultural pillars include:
- Transparency – Open access to company metrics, product roadmaps, and decision‑making processes.
- Collaboration – Cross‑functional teams that break down silos and co‑create solutions.
- Continuous Learning – Regular knowledge‑sharing sessions, lunch‑and‑learns, and hackathons.
- Empathy – A customer‑first mindset that drives every decision.
- Innovation – A safe space to experiment, fail fast, and iterate.
Compensation & Benefits
While specific figures vary based on experience, we offer a competitive base salary complemented by performance bonuses, equity options, and a comprehensive benefits package that includes:
- Health, dental, and vision insurance with coverage for dependents.
- Flexible paid time off and a generous vacation policy.
- Wellness stipend for gym memberships, meditation apps, or home office upgrades.
- Retirement plan contributions with company matching.
- Paid parental leave and family support programs.
- Regular team retreats, social events, and community‑building initiatives.
Ready to Lead the Future of Customer Service?
At brighthush, you’ll have the opportunity to shape the next generation of support excellence, drive data‑powered innovation, and build a global team that thrives on empathy and technical mastery. If you’re passionate about empowering people, solving complex problems, and creating a culture of continuous improvement, we want to hear from you.