Senior Customer Support Management Lead – Driving First‑Time Resolution, Automation, and Team Development at brighthush

About brighthush

brighthush is a trailblazing B2B SaaS company that empowers veterinary clinics and pet parents with the most intuitive client‑engagement tools and a top‑rated pet‑parent app. Our mission is simple yet powerful: simplify veterinary clinic operations while strengthening the bond between clinics and their clients. By combining cutting‑edge technology with a deep understanding of the pet‑care ecosystem, we help clinics deliver faster, more personalized care and enable pet parents to stay connected, informed, and engaged.

Why This Role Matters

Every day, our Support team handles thousands of conversations that touch the lives of pet owners and the workflows of veterinary professionals. The quality of that support directly influences customer satisfaction, loyalty, and the long‑term success of our platform. As the Senior Customer Support Management Lead, you will be the catalyst for continuous improvement, ensuring that every interaction is efficient, empathetic, and data‑driven. You will shape the future of support at brighthush, championing automation, AI, and smarter workflows while nurturing a high‑performing team that thrives on ownership and curiosity.

Role Overview

In this hands‑on leadership position, you will:

• Lead, coach, and inspire a frontline support team that serves veterinary clinics and pet parents.
• Drive the transition to first‑time resolution by modernizing processes, integrating automation, and leveraging AI where appropriate.
• Analyze support data, customer feedback, and industry trends to uncover root causes and recommend actionable improvements.
• Collaborate closely with Product, Engineering, and Customer Success to translate customer insights into product enhancements and reduced repeat issues.
• Champion a culture of continuous learning, high standards, and customer‑centric thinking.
• Act as a visible presence in the support organization, stepping in to resolve complex cases and mentor team members.

Key Responsibilities

Team Leadership & Development

• Recruit, onboard, and develop a diverse group of support specialists and team leads.
• Set clear performance expectations, conduct regular coaching sessions, and provide constructive feedback.
• Facilitate knowledge sharing through internal wikis, lunch‑and‑learn sessions, and cross‑functional workshops.
• Promote a culture of ownership, curiosity, and high standards that aligns with brighthush’s core values.

Process & Workflow Optimization

• Map existing support workflows and identify bottlenecks that hinder first‑time resolution.
• Implement automation rules, AI‑powered chatbots, and knowledge‑base enhancements to streamline ticket handling.
• Collaborate with Engineering to build and refine support tools (e.g., Zendesk, Intercom, or custom dashboards).
• Monitor key metrics (CSAT, NPS, FCR, response time) and iterate on processes to achieve continuous improvement.

Data‑Driven Decision Making

• Collect, analyze, and present support data to senior leadership and cross‑functional partners.
• Translate customer pain points into actionable product and process changes.
• Lead quarterly reviews of support trends, root‑cause analyses, and improvement roadmaps.

Customer Advocacy & Relationship Building

• Engage directly with high‑impact customers to understand their challenges and gather feedback.
• Build trust by delivering thoughtful, timely solutions and following up on outcomes.
• Represent the voice of the customer in product and strategy meetings.

Essential Qualifications

• 7+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment.
• 4+ years of people‑leadership experience, including managing team leads or supervisors.
• Proven track record of improving support metrics such as CSAT, first‑contact resolution, and response times.
• Hands‑on expertise with support platforms (e.g., Zendesk, Freshdesk, or similar) and automation tools.
• Strong analytical skills with the ability to transform data into clear, actionable insights.
• Excellent communication and interpersonal skills, capable of influencing cross‑functional partners.
• Experience leading change initiatives, such as rolling out new processes, tools, or AI solutions.

Preferred Qualifications

• Experience in the pet‑care or healthcare industry.
• Knowledge of AI and machine‑learning concepts applied to customer support.
• Background in data science or analytics, with proficiency in SQL, Python, or similar tools.
• Familiarity with agile methodologies and continuous improvement frameworks.
• Demonstrated ability to build high‑performing teams in a remote or hybrid environment.

Skills & Competencies

• Strategic Thinking & Execution
• Leadership & Coaching
• Data Analysis & Insight Generation
• Process Design & Automation
• Customer‑Centric Mindset
• Cross‑Functional Collaboration
• Change Management
• Communication & Presentation
• Problem Solving & Decision Making
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Manager, you will:

• Progress to Director or VP of Customer Experience, overseeing multiple support teams and shaping global strategy.
• Take on cross‑functional leadership roles in Product, Engineering, or Customer Success.
• Lead large‑scale initiatives such as global support platform migrations or AI integration projects.
• Participate in executive‑level strategy sessions and influence the company’s direction.
• Benefit from a generous learning stipend, mentorship programs, and access to industry conferences.

Work Environment & Culture

brighthush is a fully remote, US‑based organization that values flexibility, collaboration, and a healthy work‑life balance. Our culture is built on:

• Ownership: Every team member is empowered to make decisions that benefit customers.
• Curiosity: We encourage experimentation, learning, and continuous improvement.
• High Standards: We set ambitious goals and hold ourselves accountable to deliver excellence.
• Transparency: Open communication, clear expectations, and data‑driven decision making.
• Inclusivity: A diverse, supportive community where every voice is heard.

Compensation & Benefits

We are committed to pay equity and transparency. Our compensation packages are benchmarked against industry data and structured into predefined ranges. In addition to a competitive salary, we offer:

• Medical coverage for employees and dependents (80‑90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5%
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• Flexible Time Off & 12 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

How to Apply

Ready to lead the next wave of customer support innovation at brighthush? Submit your application through our streamlined hiring portal. We follow a structured, fair interview process that typically takes about two weeks from application to offer. Please note: we do not accept applications from external recruiting agencies.

Closing

As the Senior Customer Support Management Lead, you will be at the forefront of transforming how veterinary clinics and pet parents experience support. Your leadership will shape the future of our support organization, drive measurable improvements in customer satisfaction, and create a culture of excellence that resonates across the entire company. If you are passionate about people, data, and technology, and you thrive in a fast‑paced, mission‑driven environment, we invite you to join brighthush and help us make pet care better for everyone.