Senior Customer Support Manager – Driving Proactive Engagement & Operational Excellence in B2B SaaS Fleet & Workforce Safety Solutions

Welcome to brighthush – Where Safety Meets Innovation

At brighthush, we’re redefining the future of driver monitoring and fleet safety. Our cutting‑edge platform harnesses real‑time data, AI, and predictive analytics to help companies keep their drivers safe, reduce risk, protect brand reputation, and ultimately drive profitability. We’re proud to be recognized as a Top Workplace by leading publications and to have earned a stellar rating on Glassdoor. Our culture is built on inclusion, empowerment, and a relentless focus on delivering value to our customers.

About the Role

As the Customer Support Manager, you will lead a high‑performing team that serves as the frontline for brighthush’s Fleet and Workforce Safety, Insurer Risk, and Integrated Partner solutions. You’ll manage approximately 55,000 support cases annually, ensuring that every interaction is timely, accurate, and customer‑centric. Your mission is to transform a reactive case‑handling model into a proactive engagement engine that drives product adoption, uncovers expansion opportunities, and delivers measurable impact on our customers’ safety metrics.

Key Responsibilities

• Team Leadership & Development
  • Recruit, onboard, and coach a team of 15 – 12 Customer Support Representatives and 3 vertical leads.
  • Set clear performance expectations, create individualized growth plans, and conduct regular coaching sessions.
  • Foster a culture of accountability, ownership, and continuous improvement.
  • Advocate for the team’s needs and customer insights with senior leadership and cross‑functional partners.
• Operational Excellence
  • Own and refine team KPIs: response time, resolution time, SLA attainment, QA scores, CSAT, and proactive outreach metrics.
  • Leverage Salesforce Service Cloud data to identify trends, root causes, and automation opportunities.
  • Maintain an up‑to‑date operating playbook, SOPs, and documentation that align with SLA and QA outcomes.
  • Champion AI‑enabled tools and automation to increase efficiency and enhance the customer experience.
  • Manage escalation processes in collaboration with Product, IT, and Operations.
  • Lead communication protocols during platform or third‑party data provider outages.
• Proactive Customer Engagement
  • Reallocate capacity freed by automation to proactive outreach, health‑score‑driven conversations, and adoption programs.
  • Partner with IT, Product, and leadership to optimize the knowledge base, automate case objects, and prioritize enhancements that enable CSRs to spot expansion opportunities.
  • Build coaching motions that empower CSRs to identify upsell and cross‑sell opportunities during customer interactions.

Essential Qualifications

• 5+ years of experience in customer support, with at least 3 years in a managerial role.
• Proven B2B SaaS support experience managing queues, SLAs, QA, and KPI dashboards.
• Hands‑on expertise with Salesforce Service Cloud – building reports, dashboards, and automations independently.
• Strong process mapping skills and the ability to prototype and implement workflow improvements.
• Data‑driven mindset: turning case, KPI, and health‑score data into actionable insights.
• Experience with AI and support automation tools (e.g., chatbots, predictive routing).

Preferred Qualifications

• Background in fleet management, telematics, insurance, or motor vehicle record data.
• Experience working in a fast‑paced, high‑ambiguity environment with multiple concurrent initiatives.
• Strong communication skills under pressure, especially during escalations or outages.

Core Competencies

• Coaching & Talent Development – Build people while holding them to high standards.
• Leading Through Change – Drive process improvements that enhance the customer experience.
• Accountability & Ownership – Remove roadblocks and see initiatives through to results.
• Customer Focus – Anticipate needs and use every interaction to improve adoption.
• Data‑Driven Decision Making – Translate data into root causes, priorities, and recommendations.
• Cross‑Functional Collaboration – Align with Product, IT, Operations, and senior leaders.
• Clear Communication Under Pressure – Keep stakeholders informed during escalations.

What You’ll Gain at brighthush

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Customer Support Manager, you’ll:

• Lead cross‑functional projects that shape product roadmaps and customer success strategies.
• Earn certifications in Salesforce, AI, and data analytics through our internal learning platform.
• Participate in leadership development programs that prepare you for senior roles in Customer Success, Product, or Operations.
• Collaborate with industry experts and thought leaders at conferences and webinars.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the United States while staying connected to a vibrant, collaborative team. We value:

• Flexibility – flexible work hours and a results‑oriented approach.
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