Senior Customer Support Lead – Team Management, Automation & Community Building for Innovative AI‑Driven Hardware & Software Solutions

About brighthush

brighthush is a trailblazing technology company that blends cutting‑edge artificial intelligence with premium hardware to deliver an unparalleled voice‑recording experience. Founded in the heart of Silicon Valley and backed by top‑tier venture capital, brighthush is redefining how people capture, organize, and share audio content. Our flagship product marries sleek, user‑friendly hardware with a cloud‑based AI platform that transcribes, tags, and contextualizes recordings in real time. With a global community of creators, professionals, and everyday users, brighthush is on a mission to make voice a more powerful, accessible, and expressive medium.

At brighthush, we believe that exceptional customer support is the cornerstone of a great product experience. Our support team is the bridge between our users and the technology that powers their lives. We’re looking for a dynamic, results‑driven Customer Support Lead who can elevate our support operations, drive automation, and nurture a vibrant community of users.

Why Join brighthush?

• Impactful Role: Shape the future of customer support for a product that’s changing the way people interact with audio.
• Innovative Environment: Work alongside world‑class engineers, product managers, and designers who are passionate about AI and hardware integration.
• Growth Opportunities: Fast‑track your career with mentorship, leadership training, and the chance to move into senior product or operations roles.
• Remote‑First Culture: Enjoy the flexibility of a fully remote position based in San Francisco, California, while collaborating with a distributed team.
• Competitive Compensation: Earn a base salary between USD 100,000 and USD 180,000 per year, plus performance bonuses and equity.
• Comprehensive Benefits: Health, dental, vision, 401(k) with company match, unlimited PTO, wellness stipend, and more.

Key Responsibilities

As the Customer Support Lead at brighthush, you will be the driving force behind a high‑performing support team and the architect of scalable, automated support solutions. Your day‑to‑day responsibilities will include:

• Team Leadership & Development: Recruit, onboard, coach, and mentor a team of 5+ support specialists, fostering a culture of continuous improvement and customer obsession.
• Process Design & Automation: Identify bottlenecks in support workflows, design and implement automation using AI agents, helpdesk tools, and knowledge‑base systems to reduce response times and increase first‑contact resolution.
• Community Building: Create and manage community forums, user groups, and feedback channels to empower users, gather insights, and promote product adoption.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Marketing to relay user feedback, prioritize feature requests, and ensure a seamless handoff of complex issues.
• Metrics & Reporting: Define, track, and report on key performance indicators (KPIs) such as ticket volume, resolution time, customer satisfaction (CSAT), Net Promoter Score (NPS), and team utilization.
• Escalation Management: Serve as the point of escalation for high‑impact incidents, coordinating rapid response and root‑cause analysis.
• Continuous Improvement: Lead regular retrospectives, knowledge‑base updates, and training sessions to keep the team aligned with best practices and product updates.
• Compliance & Quality Assurance: Ensure all support interactions meet brand standards, data privacy regulations, and internal quality guidelines.

Essential Qualifications

To thrive in this role, you should bring a blend of technical acumen, leadership experience, and a passion for customer advocacy:

• Minimum 5 years of experience in customer support or technical support roles, with at least 2 years in a leadership or managerial capacity.
• Proven track record of building and scaling support teams in a consumer‑facing technology company.
• Strong technical literacy: comfortable troubleshooting both hardware (e.g., microphones, recorders) and software (e.g., mobile apps, web portals, APIs).
• Experience implementing AI‑powered support solutions, such as chatbots, automated ticket routing, or knowledge‑base recommendation engines.
• Exceptional written and verbal communication skills; ability to produce clear, concise documentation and training materials.
• Demonstrated calmness under pressure, with the ability to manage high‑volume, high‑urgency situations while maintaining composure.
• Proficiency with helpdesk platforms (e.g., Zendesk, Freshdesk, Intercom) and data analytics tools (e.g., Tableau, Looker).
• Fluency in English; additional languages are a plus.

Preferred Qualifications

These additional qualifications will set you apart and accelerate your success at brighthush:

• Experience in the consumer electronics or audio‑tech industry.
• Background in AI or machine learning, especially in natural language processing or speech recognition.
• Knowledge of regulatory standards related to data privacy (GDPR, CCPA) and accessibility (WCAG).
• Experience with community management platforms (e.g., Discourse, Slack communities).
• Strong analytical mindset with the ability to translate data into actionable insights.
• Previous involvement in product roadmap discussions or feature prioritization.

Skills & Competencies

Success in this role requires a blend of technical, interpersonal, and strategic skills:

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Vision for long‑term support excellence and alignment with business goals.
• Problem‑Solving: Analytical approach to diagnosing issues and designing solutions.
• Customer‑Centric Mindset: Deep empathy for users and a relentless focus on delivering delight.
• Project Management: Skilled at juggling multiple initiatives, setting priorities, and meeting deadlines.
• Technical Fluency: Comfortable navigating both hardware diagnostics and software troubleshooting.
• Communication: Clear, concise, and persuasive in written and verbal interactions.
• Adaptability: Thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As Customer Support Lead, you will:

• Participate in leadership development programs and mentorship circles.
• Attend industry conferences, workshops, and hackathons to stay ahead of support trends.
• Collaborate with cross‑functional teams, gaining exposure to product strategy, engineering, and marketing.
• Have the opportunity to transition into senior operations, product management, or customer experience roles.
• Contribute to the company’s strategic roadmap, influencing product direction based on real‑world user insights.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to innovation. We value:

• Remote‑First Flexibility: Work from anywhere while staying connected through weekly video syncs and asynchronous communication.
• Inclusive Community: A diverse team that celebrates different perspectives and backgrounds.
• Continuous Feedback: Regular 1:1s, performance reviews, and open‑door policies that encourage growth.
• Wellness & Balance: Unlimited PTO, mental health resources, and a wellness stipend to support your overall well‑being.
• Impactful Work: Your contributions directly influence how millions of users experience our product.

Compensation & Benefits

We offer a competitive compensation package that reflects the value you bring to brighthush:

• Base Salary: USD 100,000 – 180,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus tied to team and company metrics.
• Equity: Stock options that vest over four years, giving you a stake in brighthush’s future.
• Health & Wellness: Comprehensive medical, dental, and vision plans; mental health support; wellness stipend.
• Retirement: 401(k) plan with company match.
• Paid Time Off: Unlimited vacation days, sick leave, and paid holidays.
• Professional Development: Budget for courses, certifications, and conference attendance.
• Remote Work Perks: Home office stipend, high‑speed internet reimbursement, and ergonomic equipment support.

How to Apply

If you’re ready to lead a high‑impact support team, drive automation, and build a thriving user community, we want to hear from you. Submit your application through our careers portal and join brighthush in shaping the future of voice technology.