Senior Customer Success & Support Team Lead – AI‑Driven HealthTech SaaS, Remote – Champion of Patient Care Excellence & Digital Transformation

About brighthush

brighthush is more than a technology vendor; we are a catalyst for the next generation of patient‑centered care. Our cloud‑native SaaS platform is embedded in the daily operations of more than two‑thirds of German hospitals, connects 650 rehabilitation clinics, 25,000 home‑care and nursing providers, and countless independent clinicians. By turning fragmented clinical data into actionable insights, we enable healthcare professionals to spend less time on paperwork and more time on what truly matters – the patient.

At the heart of our solution is a sophisticated AI suite – Voice, Docs, and Extract. Voice converts spoken clinical notes into structured, searchable data. Docs automatically extracts key insights from unstructured documents such as discharge summaries, referral letters, and lab reports. Extract pulls critical metrics from complex datasets, delivering real‑time dashboards that support rapid decision‑making. Together, these tools dramatically reduce administrative burden, accelerate care pathways, and improve health outcomes across the continuum of care.

Our mission is simple yet profound: streamline workflows, enhance clinical efficiency, and bring the focus back to the people who matter most – patients and their caregivers. As we scale to serve more institutions and new therapeutic areas, we need visionary leaders who can translate this purpose into operational excellence.

Why brighthush?

• Purpose‑Driven Impact: Every interaction you facilitate directly influences patient care, caregiver efficiency, and clinical decision‑making. Your work will have a measurable, positive effect on real lives.
• Flat Hierarchies & High Performance: We champion a culture where ideas flow freely, accountability is shared, and success is celebrated collectively. Your voice will shape strategy and execution.
• Flexibility & Work‑Life Balance: Remote‑friendly, flexible hours, and the option for workations empower you to thrive both personally and professionally. You can work from anywhere while staying connected to a high‑performing team.
• Pro‑Bono & Birthday Perks: Enjoy a flexible pro‑bono benefit and an extra vacation day to celebrate your birthday with loved ones. We believe in rewarding both hard work and personal milestones.
• Growth & Learning: Continuous learning, mentorship, and exposure to pioneering AI technologies set the stage for your career advancement. We invest in your professional development and provide a clear path to leadership.
• Industry Recognition: brighthush has been featured in leading health‑tech publications and has received awards for innovation in AI‑driven clinical solutions.
• Community & Collaboration: We partner with universities, research institutions, and patient‑advocacy groups to stay at the forefront of medical science and technology.
• Sustainability Commitment: Our digital‑first approach reduces carbon emissions, and we actively pursue green procurement and responsible data‑center practices.

Role Overview

As the Senior Customer Success & Support Team Lead, you will be the linchpin that ensures our clients – hospitals, rehab clinics, nursing homes, and home‑care providers – receive swift, reliable assistance. Your day‑to‑day focus will be on building and refining support structures that are not just documented on paper but are lived in real time. You will handle escalations, guide complex cases, and lead the team through the evolving landscape of our AI product family (Voice, Docs, Extract).

This role blends strategic vision with hands‑on execution, guaranteeing that every support interaction reflects brighthush’s commitment to quality, empathy, and innovation. You will be responsible for shaping the future of our support organization, driving measurable improvements in service delivery, and championing a culture of continuous learning.

Key Responsibilities

• Team Leadership & Development: Provide functional and disciplinary oversight, set clear performance expectations, deliver regular feedback, and nurture a culture of continuous improvement. Mentor junior agents, conduct performance reviews, and champion professional growth.
• Operational Excellence: Own and drive key KPIs – First Response Time, CSAT, Ticket Backlog, First‑Level Resolution Rate – and translate insights into actionable initiatives that improve service quality and efficiency.
• Support Architecture Evolution: Shape and refine our Tier 1‑3 support model, sharpen SLAs, response times, and communication standards, ensuring they are adhered to in everyday operations. Continuously evaluate and optimize the support workflow.
• Process & Escalation Design: Define roles, processes, and escalation pathways; collaborate closely with Customer Success and Implementation for capacity and prioritization planning. Create clear documentation and run regular process reviews.
• AI Knowledge Enablement: Build the team’s expertise in our AI modules, co‑define supportable cases with Product and Engineering, and guarantee readiness before each rollout. Conduct training sessions and create knowledge‑base content.
• AI‑Support Agent (Fin) Enhancement: Expand Fin’s knowledge base, improve answer quality and coverage, and measure impact through solution rate and response time metrics. Continuously refine Fin’s decision logic.
• Human‑AI Collaboration: Integrate Fin seamlessly into the team’s workflow, delineate when Fin handles tickets autonomously versus when escalation to a human agent is required. Monitor and adjust the balance to maximize efficiency.
• Cross‑Functional Advocacy: Work hand‑in‑hand with Product and Engineering to surface technical requirements from support tickets, represent them with data, and support UAT for new releases. Serve as the customer voice in product development.
• Proactive Innovation: Identify recurring pain points, propose and implement solutions independently, and champion initiatives that elevate the support experience. Drive continuous improvement projects.
• Stakeholder Communication: Maintain transparent communication with senior leadership, providing regular status reports, risk assessments, and strategic recommendations.
• Compliance & Security: Ensure all support processes comply with healthcare regulations (e.g., GDPR, HIPAA) and internal security protocols.
• Data‑Driven Reporting: Build dashboards that visualize support performance, trend analysis, and predictive insights. Use these reports to influence product roadmap decisions and resource allocation.
• Talent Acquisition & Retention: Partner with HR to attract top‑tier support talent, design onboarding programs, and implement retention strategies that keep engagement high.

Essential Qualifications

• Minimum of 5 years in service or support management, with at least 2 years leading a team, preferably within SaaS, HealthTech, or MedTech.
• Proven track record of building or restructuring support frameworks – be ready to share a concrete example of your impact.
• Strong technical acumen: ability to read logs, understand APIs, interfaces, and platform operations; diagnose issues and engage with engineering on root causes.
• Data‑driven mindset: leverage metrics to spot trends, justify decisions, and steer the team toward measurable goals.
• Execution focus: deliver on commitments, meet deadlines, and ensure follow‑through without micromanagement.
• Self‑starter: proactively propose initiatives, prioritize autonomously, and seek feedback to refine ideas.
• Exceptional communication skills: articulate clearly and confidently with internal stakeholders and external clients, even in high‑pressure escalation scenarios.
• Ability to maintain clarity and prioritize in fast‑paced launch and growth phases.
• Fluent in German and English, both written and spoken.
• Experience with cloud‑based SaaS environments (AWS, Azure, or GCP) and familiarity with modern monitoring tools (e.g., Datadog, New Relic).

Preferred Qualifications (Nice‑to‑Haves)

• Experience with clinical workflows, hospital structures, or MedTech regulatory frameworks.
• Support experience with complex AI or automation products.
• Knowledge of ITIL or comparable support frameworks.
• Hands‑on experience with modern support tools such as Zendesk, ServiceNow, Freshdesk, or similar platforms.
• Practical exposure to AI‑powered support agents, ideally with Fin in brighthush.
• Background in health‑care compliance (e.g., ISO 13485, DICOM standards) is a strong advantage.

Skills & Competencies

• Leadership & Coaching – inspire, mentor, and elevate team performance.
• Strategic Thinking – translate business goals into support strategies.
• Technical Fluency – comfortable with APIs, logs, and platform diagnostics.
• Analytical Rigor – interpret data, identify patterns, and drive evidence‑based decisions.
• Customer‑Centric Mindset – always put the client’s experience first.
• Collaboration – work seamlessly across Product, Engineering, Customer Success, and Implementation.
• Adaptability – thrive in a fast‑moving environment and pivot quickly when priorities shift.
• Communication Excellence – articulate complex technical concepts to non‑technical stakeholders.
• Project Management – plan, execute, and deliver initiatives on time and within scope.
• Change Management – guide teams through process redesigns, tool migrations, and cultural shifts.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the healthcare landscape we serve. We offer a robust development ecosystem that includes:

• Structured Mentorship: Pairing with senior leaders from product, engineering, and strategy to accelerate your learning curve.
• Continuous Education Stipend: Annual budget for certifications, online courses, or conferences focused on AI, cloud architecture, health‑tech regulations, and leadership.
• Leadership Pathways: Clear promotion tracks from Team Lead to Director of Customer Success, and eventually to VP‑level roles.
• Cross‑Functional Projects: Opportunities to contribute to product road‑mapping, data‑science initiatives, and regulatory affairs, broadening your expertise beyond support.
• Innovation Labs: Participate in internal hack‑days and AI‑focused labs where you can prototype new support tools or workflow automations.
• Performance Reviews: Quarterly check‑ins aligned with company OKRs, ensuring your personal goals are tightly coupled with brighthush’s strategic objectives.

Work Environment & Company Culture

Our culture is built on transparency, collaboration, and a relentless focus on impact. You’ll find:

• Remote‑First Operations: Flexible hours and a global‑ready digital workplace that lets you work from any location while staying connected through weekly virtual huddles, monthly all‑hands, and quarterly in‑person retreats.
• Flat Hierarchy: Every voice matters. Your ideas can shape product roadmaps, support processes, and even company‑wide initiatives.
• Inclusive Practices: We celebrate diversity, equity, and belonging across all levels, with employee resource groups, bias‑training, and transparent promotion criteria.
• Team‑Building Events: Regular virtual coffee chats, online game nights, and annual meet‑ups in inspiring locations to foster camaraderie.
• Health & Well‑Being Focus: Access to mental‑health resources, ergonomic home‑office allowances, and wellness challenges that keep you energized.
• Sustainability Mindset: Digital‑first collaboration reduces travel, and we offset any remaining carbon footprint through certified environmental projects.

Compensation, Perks & Benefits

While specific figures vary by experience and location, we offer a competitive total rewards package that includes:

• Base salary aligned with market benchmarks for senior support leadership roles in HealthTech.
• Performance‑based bonuses tied to team KPIs and company growth metrics.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Flexible vacation policy, including an extra day for your birthday and a pro‑bono day for community service.
• Professional development stipend for courses, certifications, and conferences.
• Equity options to share in the long‑term success of brighthush.
• Remote‑work stipend covering home‑office equipment, high‑speed internet, and ergonomic accessories.
• Employee assistance program (EAP) offering confidential counseling and legal advice.
• Wellness allowance for fitness memberships, meditation apps, or nutrition programs.

How to Apply

Ready to lead a high‑impact support team that transforms patient care? Submit your resume and a brief cover letter outlining your experience with AI‑powered support and your vision for elevating customer success at brighthush. We look forward to exploring how your expertise can help us continue to innovate and deliver exceptional value to our healthcare partners.