Senior Customer Support Manager – Bilingual (Spanish & English) – SaaS & Subscription Services – Remote LATAM – Lead Customer Experience Excellence at brighthush

About brighthush

brighthush is redefining the B2B SaaS landscape by delivering next‑generation inventory, operations, and e‑commerce solutions that empower the global floral supply chain. With a presence that spans North America, Latin America, and Europe, we unite growers, wholesalers, and retailers under a single digital platform, enabling them to thrive in an increasingly data‑driven marketplace. Our suite of industry‑leading ERP, operations, and e‑commerce tools is trusted by the largest floral enterprises worldwide, and our strategic partnerships and acquisitions are accelerating our mission to become the definitive partner for B2B e‑commerce and payments in the floral industry.

At brighthush, we believe that exceptional customer support is the cornerstone of long‑term success. We’re looking for a seasoned leader who can elevate our support organization, drive customer satisfaction, and align support initiatives with our broader business strategy.

Key Responsibilities

• Lead and Inspire the Support Team: Build a high‑performing, customer‑centric support squad that delivers world‑class service across LATAM. Set clear expectations, provide mentorship, and foster a culture of continuous improvement.
• Strategic Planning & Execution: Own the support roadmap, translating business goals into actionable initiatives. Collaborate with product, engineering, and sales to ensure support is tightly integrated with product releases, feature adoption, and customer success.
• Operational Excellence: Design, implement, and refine processes that drive efficiency and scalability. Leverage data to identify bottlenecks, automate repetitive tasks, and reduce first‑contact resolution time.
• Performance Management: Define, track, and report on key performance indicators (KPIs) such as CSAT, NPS, ticket volume, resolution time, and agent utilization. Use insights to coach agents and shape team goals.
• Talent Development: Recruit, onboard, and develop top support talent. Create learning paths, conduct regular feedback sessions, and champion a culture of knowledge sharing.
• Customer Advocacy: Serve as the voice of the customer within brighthush. Escalate critical issues, provide strategic input on product improvements, and ensure that customer pain points are addressed promptly.
• Technology & Automation: Own the support tech stack, including CRM (Salesforce Service Cloud), knowledge base, chat, and ticketing systems. Identify opportunities for automation, AI, and self‑service enhancements.
• Cross‑Functional Collaboration: Partner with marketing, product, and finance to align support initiatives with broader company objectives. Provide insights on customer trends that inform product roadmaps and pricing strategies.
• Compliance & Quality Assurance: Ensure all support interactions comply with data privacy regulations (GDPR, CCPA, etc.) and internal quality standards. Conduct regular audits and implement corrective actions.
• Budget Management: Manage the support budget, forecast staffing needs, and optimize resource allocation to meet service level agreements (SLAs).

Essential Qualifications

• Bachelor’s degree in Business, Computer Science, 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 support teams in a SaaS environment.
• Fluency in Spanish and English (C1/C2 level). Ability to communicate complex concepts in both languages.
• Deep understanding of subscription‑based and usage‑based business models.
• Hands‑on experience with Salesforce Service Cloud and other CRM platforms.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication, negotiation, and stakeholder management skills.
• Strategic thinker who can balance short‑term operational needs with long‑term growth objectives.

Preferred Qualifications

• Experience in the floral industry or a closely related B2B vertical.
• Background in high‑growth SaaS companies that serve enterprise customers.
• Certifications in Salesforce Administration or Customer Experience Management.
• Experience implementing AI‑driven chatbots or automated ticket routing.
• Knowledge of data privacy regulations and best practices for handling sensitive customer data.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop a diverse team of support agents.
• Customer‑Centric Mindset: Passion for delivering exceptional customer experiences and turning feedback into action.
• Process Optimization: Expertise in designing scalable support workflows and leveraging automation.
• Data‑Driven Decision Making: Proficiency in using analytics tools to monitor performance and drive continuous improvement.
• Cross‑Functional Collaboration: Comfortable working with product, engineering, sales, and marketing to align support with company goals.
• Adaptability: Thrives in a fast‑paced, remote‑first environment with evolving priorities.
• Communication: Clear, concise, and persuasive in both written and verbal communication across cultures.

Career Growth & Learning Opportunities

At brighthush, we view our people as our most valuable asset. As Senior Customer Support Manager, you will:

• Lead a high‑impact function that directly influences customer retention and revenue growth.
• Collaborate with senior executives on strategic initiatives, gaining exposure to the full business stack.
• Participate in leadership development programs, including mentorship from industry veterans and access to executive coaching.
• Receive financial support for certifications, conferences, and other professional development opportunities.
• Benefit from a clear career ladder that offers progression to Director of Customer Experience or Head of Support.

Work Environment & Company Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is built on:

• Ownership: Every team member is empowered to make decisions that drive customer success.
• Transparency: Open communication channels, regular all‑hands meetings, and a shared knowledge base.
• Diversity & Inclusion: A vibrant community of professionals from across the Americas and Europe.
• Work‑Life Balance: Flexible schedules, unlimited vacation policy, and support for mental health.
• Innovation: A culture that encourages experimentation, learning from failure, and celebrating successes.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers:

• Competitive base salary with performance‑based bonuses.
• Equity participation in a high‑growth SaaS company.
• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Generous paid time off, including holidays and personal days.
• Professional development stipend for certifications, courses, and conferences.
• Wellness programs, including virtual fitness classes and mental health resources.
• Annual company retreats and virtual team‑building events.

How to Apply

If you are a passionate, results‑driven leader ready to shape the future of customer support at a fast‑growing SaaS company, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

Join brighthush and help us bring brighter, more resilient supply chains to the world.