Senior Customer Support Manager – Aviation Operations & Client Experience Excellence Leader, Continuous Improvement Champion – brighthush

About brighthush

brighthush is not just a private aviation company; it is a movement that is reshaping how the world travels. By fusing state‑of‑the‑art technology, a proprietary fleet, and a global network of trusted charter partners, brighthush delivers premium air travel that feels as effortless as booking a ride‑share. Our members—executives, entrepreneurs, government officials, and discerning travelers—rely on us to provide safety, reliability, and personalized service that turns every flight into an unforgettable experience. From the moment a booking is made to the final de‑brief, brighthush is committed to making premium air travel seamless, accessible, and unforgettable.

Our Vision & Mission

At brighthush, we envision a world where premium air travel is as seamless as booking a ride‑share. Our mission is to deliver that vision by combining innovation, integrity, and customer obsession into every flight, every interaction, and every operational decision. We are not just a service provider; we are a partner that empowers our members to focus on what matters most while we handle the complexities of the skies.

The brighthush Advantage

Technology‑Driven Excellence – Our proprietary platform automates booking, billing, and compliance, giving our team real‑time visibility and our members instant, frictionless service. Global Reach, Local Touch – With a network that spans continents, we offer the flexibility of a global airline with the intimacy of a boutique concierge. Safety First – Every aircraft in our fleet meets the highest safety standards, and our pilots undergo rigorous training and continuous evaluation. Culture of Continuous Improvement – We thrive on data, feedback, and experimentation, constantly refining processes to deliver the best possible experience.

Why Join brighthush?

Joining brighthush means becoming part of a community of innovators, problem‑solvers, and service‑driven professionals who thrive on challenge and collaboration. Our culture is built on transparency, continuous learning, and a relentless focus on customer obsession. Whether you’re coordinating a trans‑Atlantic flight or managing a complex freight operation, every day offers new opportunities to grow, make an impact, and shape the future of aviation.

Role Overview

As a Senior Customer Support Manager, you will be the linchpin that connects our members, internal teams, and external partners. You’ll oversee the full spectrum of operational support across the customer journey, from onboarding and billing to account management and escalation resolution. Your leadership will drive operational excellence, elevate member satisfaction, and continuously refine processes to keep brighthush at the forefront of the industry.

A Day in the Life

• Kick off the day with a quick huddle with the support squad to review the overnight backlog and set priorities.
• Review new member onboarding tickets, ensuring contracts are signed, profiles created, and funding accounts opened.
• Collaborate with Finance to resolve a billing discrepancy for a high‑profile client, turning a potential issue into a loyalty win.
• Analyze support metrics, identify a recurring pain point, and propose a process tweak to the Product team.
• Mentor a junior team member on effective communication with members during a high‑stakes escalation.
• Wrap up with a cross‑functional sync with Sales and Operations to align on upcoming flight schedules and member expectations.

Key Responsibilities

• Contract & Onboarding Management: Administer new member contracts via brighthush’s digital signature platform in partnership with Legal, ensuring terms are accurate and execution is timely.
• Member Profile & Fund Account Setup: Collect and process member information, create profiles, and open fund accounts in our integrated systems, ensuring data integrity and compliance.
• Billing & Finance Collaboration: Work closely with Finance and Relationship Managers to manage account funding, proactively resolve billing issues, and handle escalations with a customer‑first mindset.
• Quote & Booking Support: Prepare proposals, assist with off‑fleet flight arrangements, and ensure a seamless booking experience that reflects brighthush’s commitment to excellence.
• Creditworthiness Assessment: Evaluate customer credit during fund processing and raise concerns when necessary, safeguarding both member experience and company risk.
• Process Improvement: Identify opportunities to enhance efficiency, accuracy, and the overall client experience through data analysis, stakeholder feedback, and industry best practices.
• Documentation & Transparency: Maintain accurate records in internal systems to support operational transparency and audit readiness, ensuring compliance with regulatory standards.
• Team Leadership & Mentorship: Lead, coach, and develop a high‑performing customer support team, fostering a culture of continuous improvement and professional growth.
• Cross‑Functional Collaboration: Partner with Sales, Operations, Marketing, and Product teams to align customer support initiatives with broader business objectives.
• Customer Advocacy: Serve as the voice of the customer within brighthush, translating member feedback into actionable insights that drive product and service enhancements.

Essential Qualifications

• Experience: Minimum 3–5 years in sales support, customer service, or customer experience roles within a client‑focused environment, preferably in aviation or related high‑value industries.
• Education: Bachelor’s degree in Business, Finance, Aviation Management, or a related field, or equivalent professional experience.
• Contract & Billing Expertise: Proven track record working with contracts, billing, or finance operations, with a deep understanding of the nuances of high‑volume transaction processing.
• Problem‑Solving: Demonstrated ability to resolve complex operational issues and manage escalations with poise, maintaining composure under pressure.
• Attention to Detail: Strong focus on accuracy and the ability to juggle multiple priorities simultaneously while meeting tight deadlines.
• Communication: Excellent written and verbal communication skills, with a collaborative mindset that encourages cross‑departmental cooperation.
• Leadership: Experience leading a team of customer support professionals, with a track record of coaching, performance management, and fostering a high‑energy, results‑driven culture.

Preferred Qualifications

• Experience in aviation, finance, or legal operations, with familiarity in regulatory compliance and risk management.
• Proficiency with brighthush’s digital signature platform and other contract management tools.
• Comfort working in a fast‑paced, team‑oriented environment that requires rapid decision‑making and adaptability.
• Proactive, solutions‑oriented mindset with a passion for delivering exceptional service and driving continuous improvement.
• Knowledge of CRM platforms (e.g., brighthush) and data analytics tools (e.g., brighthush).

Skills & Competencies

• Advanced proficiency in brighthush and CRM platforms, with the ability to leverage data for decision‑making.
• Strong analytical and data‑driven decision‑making abilities, capable of translating metrics into actionable strategies.
• Leadership skills with the capacity to mentor junior team members and inspire a culture of excellence.
• Adaptability and resilience in a dynamic, evolving industry, with a willingness to embrace change and drive innovation.
• Commitment to brighthush’s core values: integrity, innovation, and customer obsession.
• Exceptional organizational skills, with the ability to manage multiple projects and stakeholders simultaneously.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as expansive as the skies we serve. We invest in your professional development through a variety of programs and resources:

• Structured mentorship programs with senior leaders across operations, finance, and product.
• Cross‑functional projects that broaden your skill set and deepen your industry knowledge.
• Annual tuition reimbursement for courses related to aviation, finance, leadership, or technology.
• Leadership development workshops, certifications, and access to industry conferences.
• Clear promotion pathways to senior management roles within operations, customer experience, and beyond.
• Regular performance reviews with actionable feedback and personalized growth plans.

Work Environment & Culture

brighthush thrives on a culture of collaboration, transparency, and continuous improvement. Our remote‑first approach means you can work from anywhere in the United States while staying connected through weekly virtual huddles, real‑time collaboration tools, and an inclusive communication culture. We celebrate diversity, encourage innovation, and empower every team member to bring their authentic self to work. Our values are reflected in everyday actions: we listen, we learn, and we lead with integrity.

Compensation & Benefits

Salary Range: $65,000 – $75,000 per year, commensurate with experience and performance. In addition to base pay, you’ll be eligible for an incentive program that rewards both individual and organizational achievements.

Benefits Package

• Competitive 401(k) plan with company match.
• Comprehensive medical, dental, and vision coverage.
• Unlimited paid time off and flexible work arrangements.
• Tuition reimbursement for approved courses and certifications.
• Access to mental health and wellness counseling through brighthush.
• Financial planning assistance and retirement planning resources.
• Employee assistance program and wellness initiatives.
• Regular team‑building events, both virtual and in‑person, to foster camaraderie.

Equal Opportunity & Inclusion

brighthush is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities to all employees and applicants, regardless of race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. We believe that diverse perspectives drive innovation and excellence.

Accommodations

If you have a disability or are a disabled veteran and need assistance with the application process, please contact us at [email protected] with “Accommodation Request” in the subject line. We are committed to providing reasonable accommodations to ensure a fair and inclusive hiring experience.

How to Apply

Ready to elevate your career and help shape the future of private aviation? Submit your application through our careers portal or send your résumé directly to [email protected]. We look forward to learning how your expertise and passion can contribute to brighthush’s continued success.