Senior Customer Support Lead – AI‑Driven Customer Experience Champion, Global Team Leadership & Strategic Operations at brighthush

About brighthush

brighthush isn’t just a wallet; it’s the cornerstone of the Web3 revolution, empowering more than 200 million users worldwide to own, grow, and explore digital assets with confidence, safety, and ease. With support for over 10 million tokens across 100+ blockchains, we deliver a seamless, multi‑chain experience that blends cutting‑edge self‑custody technology with an intuitive user interface. At brighthush, we’re building a vibrant community and an expanding partner ecosystem that together shape the next generation of finance.

Why This Role Matters

In the fast‑moving world of decentralized finance, the customer experience is the single most critical differentiator. Every transaction, every support interaction, and every piece of feedback can either build trust or erode confidence. As the Senior Customer Support Lead, you will be the architect of that experience, steering a globally distributed team, refining processes, and pioneering AI‑enabled solutions that elevate every user interaction.

Key Responsibilities

• Global Team Leadership & Development – Recruit, coach, and mentor a high‑performing support squad spanning multiple time zones. Foster a culture of ownership, collaboration, and continuous learning, ensuring every team member feels empowered to innovate.
• Operational Excellence – Own day‑to‑day support operations across both human and AI channels. Guarantee timely, high‑quality resolution of user issues while maintaining strict adherence to SLAs and quality standards.
• Escalation Management – Handle complex or escalated cases, especially technical product incidents. Partner with engineering to deliver swift fixes and communicate transparently with affected users.
• Process & Knowledge Engineering – Design scalable support workflows, knowledge bases, and self‑service tools. Keep guidance accurate, up‑to‑date, and accessible for both AI and human agents.
• Cross‑Functional Collaboration – Work hand‑in‑hand with product, engineering, operations, and marketing to surface user feedback, resolve systemic issues, and drive product improvements.
• Performance Analytics & Reporting – Define, track, and report on key metrics (SLA, CSAT, resolution time, backlog, cost per resolved issue, AI safety checks). Use data to inform strategy, resource planning, and continuous improvement.
• AI Support Enhancement – Review AI conversations, identify gaps, and translate findings into knowledge updates, workflow changes, evaluation cases, and prioritized product or engineering requirements.
• Escalation Policy Design – Establish human escalation guidelines for high‑risk cases, repeated failures, and explicit user requests for human support. Train the team to manage handoffs effectively.
• AI Platform Partnership – Collaborate with the AI Platform team on acceptance criteria, rollout readiness, and post‑launch monitoring. Use customer outcomes and safety checks to guide expansion.
• Strategic Vision & Execution – Shape the long‑term strategy for a modern, scalable, tech‑enabled customer support organization that aligns with brighthush’s growth goals. Balance visionary thinking with hands‑on execution.

Essential Qualifications

• Proven experience leading and managing customer support or service teams in a fast‑paced, technology‑driven environment.
• Strong technical troubleshooting skills: ability to reproduce issues, interpret logs and API data, use blockchain explorers, and provide actionable evidence to engineering.
• Deep understanding of wallet transactions, network fees, and common security concerns, with sound judgment on sensitive information and escalation protocols.
• Track record of designing or improving support operations, workflows, and service quality metrics.
• Hands‑on experience operating or enhancing AI‑powered customer support in production, with measurable outcomes (e.g., reduced resolution time, improved CSAT).
• Practical knowledge of AI support limitations, knowledge retrieval, conversation evaluation, and human handoff, and the ability to translate failures into actionable improvements.
• Strategic thinker who can also dive into execution, balancing vision with day‑to‑day operational demands.
• Excellent communication, stakeholder management, and problem‑solving skills.
• Comfortable working in a global, cross‑functional, and rapidly evolving environment.
• Experience in crypto, Web3, fintech, or technology‑driven companies is a strong plus.

Preferred Qualifications

• Background supporting consumer‑facing digital products.
• Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support tooling.
• Understanding of wallets, blockchain, crypto, or Web3 user issues.
• Experience building or scaling support teams in a global setting.
• Proficiency in support analytics, SQL, low‑code automation, or lightweight scripting to investigate issues and improve workflows.

Skills & Competencies

• Leadership & Team Building
• Technical Problem Solving
• Process Design & Continuous Improvement
• Data‑Driven Decision Making
• AI & Automation Strategy
• Stakeholder Management
• Communication & Influence
• Adaptability & Resilience
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the crypto landscape. As Senior Customer Support Lead, you will:

• Lead cross‑functional initiatives that shape product strategy and user experience.
• Own a portfolio of AI and human support projects, positioning you as a key influencer in the organization.
• Access mentorship from senior leaders in product, engineering, and AI.
• Participate in industry conferences, hackathons, and Web3 events to stay ahead of emerging trends.
• Benefit from a culture that rewards experimentation, learning, and innovation.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to empowering users. Highlights include:

• Fully remote, global teams with flexible working hours.
• Flat organizational structure that encourages open dialogue and rapid decision‑making.
• Inclusive environment that celebrates diverse perspectives and backgrounds.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Access to cutting‑edge tools and technologies that enable you to innovate and grow.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for senior support leadership roles.
• Performance‑based bonuses tied to team metrics and product impact.
• Equity or token allocation to align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance (where applicable).
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including mental health resources and virtual fitness classes.

Why Join brighthush?

By joining brighthush, you’ll be part of a pioneering ecosystem that is redefining finance for the next generation. You’ll:

• Help shape the future of digital asset ownership and security.
• Work alongside world‑class talent across product, engineering, and AI.
• Drive tangible impact on millions of users worldwide.
• Enjoy a culture that values learning, experimentation, and personal growth.
• Benefit from a fully remote setup that supports work‑life balance.

Ready to Make an Impact?

If you’re a passionate, results‑driven leader ready to elevate customer support to new heights, we want to hear from you. Apply today and help us build the world’s most trusted and secure crypto wallet, empowering a decentralized future for everyone.

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply now to join brighthush and be part of the future of finance.