Senior Customer Support Manager – Championing AI‑Driven Frontline Excellence, Customer Loyalty, and Operational Innovation at brighthush

About brighthush

brighthush is a trailblazing SaaS platform that empowers veterinary clinics to deliver seamless, data‑driven care to pet parents. By combining intuitive client engagement tools with a top‑rated pet‑parent mobile experience, we help clinics streamline operations, deepen client relationships, and grow their practice. Our mission is simple: make veterinary care more accessible, efficient, and joyful for both clinicians and their furry patients.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑growing, purpose‑driven team that is reshaping the pet‑care industry. We celebrate curiosity, collaboration, and continuous improvement. Our culture is built on transparency, empowerment, and a relentless focus on customer success. If you thrive in a dynamic environment where your ideas directly influence product evolution and customer experience, brighthush is the place for you.

Role Overview

As Senior Customer Support Manager, you will lead a high‑performing frontline support team that interacts with thousands of veterinary clinics and pet parents each month. Your leadership will ensure that every customer interaction is handled with empathy, efficiency, and a commitment to first‑time resolution. You will be the bridge between customers, product, and engineering, translating real‑world pain points into actionable improvements.

Key Responsibilities

• Team Leadership & Development – Coach, mentor, and grow a diverse group of support agents, fostering a culture of accountability, continuous learning, and ownership.
• Onboarding & Ramp‑Up – Design and execute a structured onboarding program that accelerates new hires to full productivity while maintaining high quality standards.
• Operational Excellence – Oversee daily support operations across all channels (email, chat, phone, social), ensuring healthy queue metrics, timely escalations, and consistent service levels.
• Process Innovation – Identify bottlenecks, design smarter workflows, and implement automation and AI solutions to increase first‑contact resolution and reduce average handle time.
• Data‑Driven Decision Making – Analyze support metrics, customer feedback, and trend reports to uncover root causes, prioritize initiatives, and measure impact.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Marketing, and Customer Success to embed customer insights into roadmap planning and feature development.
• Customer Advocacy – Engage directly with high‑value customers, build trust, and serve as a voice of the customer within the organization.
• Continuous Improvement – Lead change management efforts, including rollout of new tools, processes, and AI capabilities, ensuring smooth adoption across the team.

Essential Qualifications

• Minimum 5 years of experience in customer support or customer experience roles, preferably within a B2B SaaS environment.
• At least 2 years of proven people‑leadership experience managing a frontline support team, including onboarding, coaching, and performance management.
• Demonstrated success in improving key support metrics such as CSAT, first‑contact resolution, and average response time.
• Hands‑on expertise with support platforms (e.g., Zendesk, Freshdesk, Intercom) and a deep understanding of workflow automation, reporting, and analytics.
• Strong analytical mindset, capable of translating data and customer feedback into actionable process improvements.
• Excellent communication skills, with the confidence to engage customers directly and influence cross‑functional partners.
• Experience leading change initiatives, such as implementing new processes, tools, or AI/automation solutions in a support context.

Preferred Qualifications

• Experience with AI‑driven support tools (e.g., chatbots, predictive routing) and a passion for leveraging emerging technologies to enhance customer experience.
• Background in veterinary or healthcare SaaS products, with a deep appreciation for the unique challenges of the pet‑care industry.
• Knowledge of compliance and data privacy regulations relevant to healthcare and pet‑care data.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) to create compelling dashboards for leadership.
• Track record of building and scaling support teams in a high‑growth startup environment.

Key Skills & Competencies

• Leadership & Coaching – Ability to inspire, develop, and retain top talent.
• Strategic Thinking – Vision for aligning support operations with business goals.
• Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
• Problem‑Solving – Strong analytical and troubleshooting skills.
• Project Management – Experience managing cross‑functional initiatives and change projects.
• Communication – Clear, concise, and persuasive communication across all levels.
• Adaptability – Comfortable navigating ambiguity and driving results in a fast‑paced environment.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a senior manager, you will have access to:

• Leadership development programs and mentorship from senior executives.
• Annual learning stipend of $250 to pursue courses, certifications, or conferences.
• Opportunities to transition into product management, customer success, or operations leadership roles.
• Regular hackathons and innovation sprints where you can shape new features and processes.
• Global travel to partner clinics and industry events to stay connected with the community.

Work Environment & Culture

Our office is a vibrant hub of creativity, collaboration, and play. We celebrate diversity, encourage open dialogue, and prioritize work‑life balance. Key cultural pillars include:

• Transparency – Open communication channels, regular all‑hands meetings, and shared OKRs.
• Empowerment – Autonomy to experiment, fail fast, and iterate quickly.
• Inclusive Team Building – Monthly team outings, wellness challenges, and community service projects.
• Pet‑Friendly Workplace – Bring your furry friends to work, and enjoy pet‑adoption support and subsidized pet insurance.
• Flexible Work Arrangements – Remote work options, flexible hours, and a results‑oriented culture.

Compensation & Benefits

While specific salary ranges are confidential, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to team and company goals.
• 401(k) plan with up to 3.5% employer match.
• Health, dental, and vision coverage for employees and dependents (80‑90% covered by the employer).
• Health Savings Account (HSA) contribution with a high‑deductible health plan.
• Dependent Care Flexible Spending Account (FSA).
• Basic life and AD&D insurance, short‑ and long‑term disability coverage.
• Paid time off, 12 paid holidays, and flexible vacation policy.
• Paid parental leave, including maternity, paternity, and adoption support.
• Annual learning stipend of $250 for professional development.
• Pet‑related perks: pawternity leave, financial pet adoption support, and subsidized pet insurance.

How to Apply

Ready to lead the next wave of customer support excellence at brighthush? Submit your application through our streamlined hiring portal. We value a fair, transparent process and aim to complete hiring within two weeks. Please note that we do not accept applications from external recruiting agencies.

Join brighthush – Where Passion Meets Purpose

At brighthush, you’ll be part of a mission‑driven team that is redefining veterinary care. If you are a proactive, customer‑obsessed leader who thrives on innovation and collaboration, we want to hear from you. Apply today and help us build a brighter future for clinics, pet parents, and their beloved companions.