Senior Customer Support Manager – Bilingual Leadership Role in Global SaaS & E‑Commerce Solutions

About brighthush

At brighthush, we’re redefining the way businesses connect, collaborate, and thrive in the digital age. As a leading provider of vertical SaaS, B2B e‑commerce, and payments solutions, we empower organizations across the globe to streamline operations, unlock new revenue streams, and deliver exceptional customer experiences. Our platform is trusted by thousands of enterprises, from fast‑growing startups to Fortune 500 leaders, who rely on our cutting‑edge technology to stay ahead of market trends.

Our mission is simple: to make technology work for people, not the other way around. We do this by building intuitive, scalable products that solve real problems, backed by a culture of innovation, collaboration, and continuous learning. Whether you’re a developer, a product manager, or a customer success professional, you’ll find a place at brighthush where your ideas matter and your impact is measurable.

Why Join brighthush?

• Impactful Work: Your decisions will shape the customer experience for thousands of users worldwide.
• Growth Opportunities: We invest heavily in professional development, mentorship programs, and cross‑functional projects.
• Diverse & Inclusive Culture: We celebrate different perspectives and foster an environment where everyone feels valued.
• Remote Flexibility: Work from anywhere in South America while staying connected to a global team.
• Competitive Compensation & Benefits: We offer a comprehensive package that rewards performance and supports work‑life balance.

Position Overview

We are seeking an experienced Senior Customer Support Manager to lead our dynamic support organization. In this role, you will be responsible for building high‑performing teams, designing customer‑centric strategies, and ensuring that every interaction reflects brighthush’s commitment to excellence. You will collaborate closely with product, engineering, and sales to translate customer insights into actionable improvements.

Key Responsibilities

• Lead, coach, and inspire a diverse team of customer support agents across multiple time zones.
• Develop and execute a comprehensive support strategy that aligns with brighthush’s business goals and customer success metrics.
• Establish and monitor performance KPIs (e.g., first‑response time, resolution rate, CSAT, NPS) and drive continuous improvement.
• Implement automation and self‑service tools (e.g., chatbots, knowledge base, ticket routing) to enhance efficiency and customer satisfaction.
• Collaborate with product and engineering to prioritize feature requests and bug fixes based on customer feedback.
• Conduct regular coaching sessions, performance reviews, and career development plans for team members.
• Analyze support data to identify trends, root causes, and opportunities for process optimization.
• Serve as the escalation point for complex or high‑impact customer issues, ensuring timely resolution.
• Maintain a deep understanding of the SaaS industry, competitive landscape, and emerging customer support technologies.
• Champion a culture of empathy, accountability, and continuous learning within the support organization.

Essential Qualifications

• Bachelor’s degree in Business, Communications, Information Technology, or a related field.
• Minimum of 4 years of progressive experience in customer support, with at least 2 years in a leadership role.
• Proven track record of building and scaling high‑performing support teams in a SaaS environment.
• Fluency in both English and Spanish (written and spoken) – bilingual communication is essential.
• Hands‑on experience with CRM platforms, preferably Salesforce, and familiarity with ticketing systems such as Zendesk or Freshdesk.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent interpersonal and communication skills, capable of influencing stakeholders across all levels.
• Strategic thinker who can balance short‑term operational needs with long‑term customer success goals.

Preferred Qualifications

• Experience in the B2B e‑commerce or payments sector.
• Knowledge of automation tools (e.g., Zapier, Workato) and AI‑driven support solutions.
• Background in coaching or training programs for customer support teams.
• Experience managing remote teams across multiple time zones.
• Certifications in customer success or support management (e.g., CSAT, NPS).

Core Skills & Competencies

• Leadership & Team Building: Ability to inspire, mentor, and develop talent.
• Customer‑Centric Mindset: Passion for delivering outstanding service and turning feedback into action.
• Data‑Driven Decision Making: Proficiency in interpreting metrics and driving process improvements.
• Technical Acumen: Comfortable navigating CRM systems, automation tools, and basic troubleshooting.
• Communication: Clear, concise, and persuasive communication in both English and Spanish.
• Project Management: Skilled at prioritizing initiatives, managing timelines, and coordinating cross‑functional teams.
• Adaptability: Thrives in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Customer Support Manager, you will:

• Lead cross‑functional projects that influence product roadmap and go‑to‑market strategies.
• Participate in executive leadership meetings, shaping company‑wide initiatives.
• Access to a robust learning platform, including courses on leadership, data analytics, and emerging support technologies.
• Mentorship from senior leaders and opportunities to mentor junior managers.
• Potential to transition into broader customer success or product roles based on performance and interests.

Work Environment & Culture at brighthush

Our remote-first culture means you can work from anywhere in South America while staying connected through daily stand‑ups, weekly all‑hands, and virtual coffee chats. We value:

• Flexibility: Flexible hours that respect personal commitments.
• Collaboration: Cross‑functional teams that break down silos.
• Transparency: Open communication channels and data‑driven decision making.
• Well‑Being: Regular wellness check‑ins, virtual fitness challenges, and mental health resources.
• Innovation: A culture that encourages experimentation and celebrates learning from failures.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior support leadership roles.
• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision insurance plans.
• Generous paid time off and flexible holiday policy.
• Tuition reimbursement program to support continuous learning.
• Stock‑option or equity participation plan to share in the company’s growth.
• Remote work stipend to cover home‑office setup and internet costs.
• Annual wellness stipend and access to virtual fitness platforms.

How to Apply

Ready to lead a world‑class support team and shape the future of customer success at brighthush? Click the link below to submit your application and join a team that values innovation, empathy, and impact.

Apply to this role now

Closing Statement

At brighthush, we’re not just building software; we’re building relationships, trust, and a brighter future for our customers. If you’re a strategic, bilingual leader who thrives on turning challenges into opportunities, we want to hear from you. Join us and help us deliver world‑class support that keeps our customers coming back for more.