Senior Customer Support Manager – Driving Proactive Engagement, Operational Excellence, and Data‑Powered Growth for B2B SaaS Solutions at brighthush

About brighthush

brighthush is a forward‑thinking technology company that empowers businesses to create safer, more efficient, and data‑rich environments. By delivering cutting‑edge software solutions that monitor and analyze real‑time operational data, brighthush helps organizations across manufacturing, logistics, and industrial sectors transform their operations into intelligent, responsive ecosystems. Our mission is to turn complex data streams into actionable insights that drive safety, productivity, and profitability.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we believe that exceptional customer support is not a cost center but a strategic extension of our product. It is the bridge that turns a powerful platform into a trusted partner for our clients. As a Senior Customer Support Manager, you will be at the heart of this bridge, shaping how we engage, support, and delight our customers while driving measurable business impact.

What Makes This Role Stand Out

• Direct Impact on Revenue – Your decisions on support processes, customer health, and product feedback loops will directly influence churn, upsell, and overall customer lifetime value.
• Cross‑Functional Influence – Work hand‑in‑hand with product, engineering, data science, and sales to translate customer insights into product roadmaps.
• Leadership in a Rapidly Growing Company – Shape the future of our support organization and build a high‑performance culture from the ground up.
• Commitment to Inclusion and Innovation – Thrive in a culture that values curiosity, transparency, and continuous learning.
• Competitive Total Rewards – Market‑aligned salary, performance bonuses, equity, and a comprehensive benefits package.

Role Overview

As the Senior Customer Support Manager, you will lead a team of 10–15 agents, design scalable support processes, and champion a data‑driven culture that elevates customer experience. You will own the end‑to‑end support lifecycle, from ticket routing to customer health scoring, and will be the voice of the customer in executive discussions.

Key Responsibilities

• Lead, mentor, and develop a high‑performing support team, fostering a culture of ownership, empathy, and continuous improvement.
• Design and implement scalable support processes, including ticket routing, escalation workflows, and knowledge base management, to achieve SLA targets and reduce resolution time.
• Collaborate with Product, Engineering, and Data Science teams to translate customer feedback into product enhancements and roadmap priorities.
• Develop and maintain a robust customer health scoring system, using data analytics to identify at‑risk accounts and proactively engage them.
• Drive the adoption of self‑service resources, community forums, and automated chatbots to empower customers and reduce inbound ticket volume.
• Analyze support metrics (CSAT, NPS, first‑contact resolution, ticket volume trends) and present actionable insights to senior leadership.
• Champion a culture of continuous learning by organizing regular training sessions, knowledge sharing workshops, and certification programs.
• Ensure compliance with industry regulations and internal security policies, especially when handling sensitive customer data.
• Represent the support function in cross‑functional meetings, advocating for customer‑centric solutions and resource allocation.
• Manage the support budget, forecasting staffing needs, technology investments, and vendor relationships.

Essential Qualifications

• Minimum 7 years of experience in customer support or technical support roles, with at least 3 years in a managerial capacity.
• Proven track record of building and scaling support teams in a SaaS or technology environment.
• Strong analytical skills, with experience using support analytics platforms (e.g., Zendesk Explore, Freshservice Analytics, or similar).
• Excellent communication skills, both written and verbal, in English; additional languages are a plus.
• Deep understanding of B2B SaaS customer journeys, subscription billing, and renewal processes.
• Experience with data‑driven decision making, including proficiency in Excel, SQL, or data visualization tools (Tableau, Power BI).
• Demonstrated ability to manage cross‑functional projects and influence stakeholders at all levels.
• Strong problem‑solving mindset, with a focus on process optimization and automation.
• Commitment to fostering an inclusive, respectful, and high‑energy team culture.

Preferred Qualifications

• Background in industrial IoT, manufacturing, or logistics sectors.
• Experience with remote or distributed support teams.
• Knowledge of compliance standards such as ISO 27001, SOC 2, or GDPR.
• Certifications in customer success or support management (e.g., CSAT, NPS, Six Sigma).
• Experience with AI‑powered support tools or chatbot development.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Align support initiatives with business goals and product strategy.
• Customer‑Centric Mindset: Deep empathy for customer pain points and a passion for delivering exceptional experiences.
• Data Literacy: Comfortable turning raw data into clear, actionable insights.
• Process Orientation: Strong focus on process design, documentation, and continuous improvement.
• Technology Savvy: Familiarity with CRM, help desk, and ticketing systems; quick to adopt new tools.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Collaboration: Proven ability to work effectively across product, engineering, sales, and finance.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our employees. As Senior Customer Support Manager, you will have access to:

• Executive mentorship programs with senior leaders.
• Paid certifications in customer success, support management, and data analytics.
• Cross‑functional project assignments that broaden your skill set.
• Annual learning budget for conferences, workshops, and industry events.
• Clear progression path to Director of Customer Experience or Chief Customer Officer roles.

Work Environment & Culture

brighthush embraces a hybrid work model that balances remote flexibility with collaborative in‑office sessions. Our culture is built on:

• Transparency: Open communication channels and regular all‑hands meetings.
• Innovation: Encouragement to experiment, fail fast, and iterate.
• Diversity & Inclusion: A workforce that reflects a wide range of perspectives and backgrounds.
• Well‑being: Comprehensive wellness programs, mental health resources, and flexible time off.
• Community Impact: Opportunities to contribute to industry standards and open‑source projects.

Compensation & Benefits

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

• Base salary commensurate with market rates for senior support leadership roles.
• Performance‑based bonuses tied to team and company metrics.
• Equity options to share in the company’s long‑term success.
• Health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and flexible scheduling.
• Professional development stipend and tuition reimbursement.
• Wellness stipend, on‑site fitness facilities, and mental health support.

How to Apply

If you are ready to lead a dynamic support team, drive customer success at scale, and shape the future of industrial SaaS, we would love to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role.

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Join brighthush Today

At brighthush, we are redefining how businesses harness data to create safer, smarter operations. As Senior Customer Support Manager, you will be at the forefront of this transformation, ensuring our customers not only succeed but thrive. If you are passionate about customer experience, data‑driven decision making, and leading high‑impact teams, we invite you to apply and become a pivotal part of our journey.