Senior Customer Support Management Leader – Global SaaS Operations & Experience Excellence

About brighthush

brighthush is a world‑leading human capital management (HCM) platform that empowers organizations to streamline workforce processes, enhance employee engagement, and unlock data‑driven insights. With a presence spanning North America, Europe, the Middle East, Africa, and the Asia Pacific, brighthush delivers a unified, cloud‑native solution that scales effortlessly for enterprises of all sizes. Our mission is simple yet powerful: Make Work Life Better™. We do this by combining cutting‑edge technology, a customer‑centric mindset, and a culture that celebrates diversity, innovation, and continuous learning.

Why Join brighthush?

• Work with a global, high‑growth SaaS company that is redefining the future of work.
• Lead a dynamic, cross‑functional team that directly shapes the customer experience for thousands of users worldwide.
• Enjoy a collaborative, inclusive environment where your ideas are heard and your impact is measurable.
• Benefit from a comprehensive rewards package, flexible work arrangements, and a commitment to your personal and professional growth.

Role Overview

As the Senior Customer Support Management Leader at brighthush, you will be the strategic driver behind our global customer support organization. You will own the end‑to‑end case lifecycle, ensuring that every interaction reflects brighthush’s promise of excellence. Your influence will span from frontline operations to executive strategy, and you will partner with leaders across Customer Success, Product, Engineering, and Talent Acquisition to create a seamless, high‑impact support ecosystem.

Key Responsibilities

• Operational Leadership: Oversee multiple support teams across regions, product lines, and skill sets. Set and enforce standards for case ownership, prioritization, response, follow‑up, and resolution.
• Performance Management: Own KPIs such as NPS, CSAT, SLA adherence, backlog velocity, and resolution time. Use data to identify trends, forecast demand, and drive continuous improvement.
• Escalation & Recovery: Lead the resolution of high‑impact escalations, ensuring clear ownership, transparent communication, and timely recovery plans.
• Process & Tool Optimization: Champion initiatives that reduce case transfers, rework, and customer effort. Drive the adoption of automation, AI, self‑service, and knowledge‑base enhancements.
• Leadership Development: Build a pipeline of high‑potential managers. Provide coaching, performance reviews, and career development plans that align with brighthush’s growth trajectory.
• Strategic Partnerships: Collaborate with Customer Operations, Product, Engineering, and Talent Acquisition to align service strategy, workforce capacity, and product roadmaps.
• Change Management: Own the change agenda for support operations, ensuring that teams understand the purpose, benefits, and impact of new initiatives.
• Culture & Engagement: Foster a culture of ownership, empathy, and continuous improvement. Champion employee engagement initiatives that reduce turnover and boost morale.

Essential Qualifications

• 15+ years of progressive experience in Customer Support, SaaS Operations, or Technical Support.
• 10+ years of leadership experience, managing multi‑level teams and driving operational excellence.
• 4+ years of global support operations experience, partnering with senior leaders to deliver world‑class service.
• Deep knowledge of case management, SLAs, NPS, backlog, escalations, and workforce analytics.
• Proven track record of leading high‑impact escalations and cross‑functional initiatives.
• Strong analytical mindset with the ability to translate data into actionable strategies.
• Experience with automation, AI, and self‑service tools that enhance support efficiency.
• Excellent communication and stakeholder management skills.
• Bachelor’s degree in Business, Computer Science, or a related field.

Preferred Qualifications

• MBA or other advanced degree.
• Experience scaling global support teams in a fast‑moving SaaS environment.
• Demonstrated success in building succession pipelines and high‑performance cultures.
• Hands‑on experience with customer‑centric metrics and continuous improvement frameworks.
• Comfortable navigating complex, matrixed organizations and influencing senior leadership.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Operational Discipline & Process Excellence
• Data‑Driven Decision Making
• Change Management & Transformation Leadership
• Customer‑First Mindset & Empathy
• Team Building & Talent Development
• Cross‑Functional Collaboration
• Technology & Automation Fluency
• Exceptional Communication & Influence

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as the markets we serve. You will:

• Progress into senior leadership roles such as Director of Customer Experience or VP of Support.
• Participate in executive‑level strategy sessions, shaping the future of our support organization.
• Access a robust learning ecosystem, including leadership development programs, technical certifications, and mentorship from industry experts.
• Engage in cross‑functional projects that broaden your skill set and expand your influence across the company.
• Benefit from a culture that rewards innovation, encourages experimentation, and celebrates success.

Work Environment & Culture at brighthush

brighthush is built on the belief that a diverse, inclusive, and collaborative environment fuels innovation. Our culture is defined by:

• Transparency: Open communication channels and data‑driven decision making.
• Ownership: Empowered teams that take responsibility for outcomes.
• Empathy: A customer‑first mindset that extends to colleagues and partners.
• Continuous Improvement: A relentless focus on learning, testing, and iterating.
• Flexibility: Remote‑first work model with flexible hours to support work‑life balance.

Compensation & Benefits

While the exact package will be tailored to your experience and role, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with market benchmarks for senior leadership in SaaS support.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, vision, and life insurance plans.
• 401(k) plan with company match.
• Unlimited paid time off (in lieu of accrued vacation) to support personal well‑being.
• Generous paid parental leave (up to 17 weeks) and family‑friendly policies.
• Professional development budget and access to industry conferences.
• Employee wellness programs, including mental health resources and on‑site fitness options.
• Community impact initiatives such as volunteer days and the brighthush Cares program.

How to Apply

If you are ready to lead a world‑class support organization, drive measurable impact, and shape the future of work, we want to hear from you. Submit your application through our careers portal and join a team that is committed to making work life better for millions of people worldwide.

Apply to brighthush Today

Fraudulent Recruiting Notice

brighthush is vigilant against fraudulent recruitment practices. Legitimate brighthush contacts will use an @brighthush.com email address. We never request money, checks, or sensitive personal data during the hiring process. If you suspect any suspicious activity, please report it immediately.

Remote Work Policy

brighthush embraces a remote‑first approach, offering flexible work arrangements that support productivity and personal well‑being. All roles, including this one, are eligible for remote work across eligible regions.