Senior Customer Support Manager – Global SaaS & IoT Solutions – Lead High‑Performing Team at brighthush

About brighthush

brighthush is a trailblazing global SaaS and IoT technology company that is redefining the construction industry. By seamlessly integrating embedded sensors with cloud‑based analytics, we empower builders, contractors, and facility managers to unlock real‑time insights, drive operational efficiency, and champion sustainability. Our mission is simple yet ambitious: to connect the physical world with intelligent software, enabling safer, smarter, and more resilient built environments.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven organization that is at the forefront of digital transformation in construction. We offer:

• Impact at Scale – Your work will influence thousands of customers worldwide, shaping how the industry operates.
• Innovation Culture – We encourage experimentation, continuous learning, and rapid iteration.
• Global Reach – Collaborate with cross‑functional teams across North America, EMEA, and APAC.
• Career Growth – Structured leadership pathways, mentorship programs, and access to industry conferences.
• Competitive Total Rewards – Transparent compensation, performance bonuses, and a comprehensive benefits package.

Key Responsibilities

As the Customer Support Manager, you will be the linchpin that ensures our support organization delivers world‑class service. Your day‑to‑day focus will include:

• Recruiting, training, and mentoring a diverse team of support agents across multiple time zones.
• Designing and enforcing service level agreements (SLAs) that align with business objectives and customer expectations.
• Analyzing performance metrics—time to resolution, first‑contact resolution, CSAT, NPS—to drive continuous improvement.
• Managing scheduling, task assignments, and workload balancing to guarantee 24/7 coverage.
• Leading coaching sessions, performance reviews, and career development plans for team members.
• Developing and maintaining SOPs, knowledge base articles, and workflow documentation.
• Collaborating closely with Product, Engineering, and Customer Success to surface product issues and prioritize fixes.
• Identifying and eliminating bottlenecks in ticket queue management and escalation processes.
• Championing a culture of ownership, empathy, and continuous learning within the support organization.

Essential Qualifications

• High school diploma or equivalent (required).
• Minimum 5 years of progressive customer support management experience.
• Proven track record in building and scaling support operations for SaaS or IoT products.
• Strong process‑building and documentation skills—capable of creating clear, actionable SOPs.
• Hands‑on experience managing knowledge base systems and ensuring content accuracy.
• Excellent analytical mindset with the ability to translate metrics into actionable insights.
• Outstanding communication and interpersonal skills, capable of influencing cross‑functional teams.

Preferred Qualifications

• Bachelor’s degree in Business, Systems Engineering, Computer Science, or a related field.
• Experience with Salesforce Service Cloud or similar CRM platforms.
• Familiarity with AI‑driven support tools (e.g., chatbots, predictive routing).
• Background in the construction or concrete/ready‑mix industry.
• Experience leading remote or distributed support teams.

Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Data‑Driven Decision Making
• Process Optimization & Automation
• Customer‑Centric Mindset
• Conflict Resolution & Escalation Management
• Technical Proficiency (CRM, ticketing systems, analytics dashboards)
• Adaptability & Resilience in a fast‑paced environment

Career Growth & Learning Opportunities

At brighthush, we believe that your growth fuels our success. As Customer Support Manager, you will:

• Progress into senior leadership roles such as Director of Customer Experience or VP of Support.
• Participate in our Leadership Development Program, featuring mentorship from senior executives.
• Attend industry conferences (e.g., Construction Innovation Summit, IoT World Expo) and receive sponsorship.
• Access internal learning platforms covering product deep dives, emerging technologies, and soft‑skill development.
• Lead cross‑functional initiatives that shape product strategy and customer journey mapping.

Work Environment & Culture

brighthush thrives on collaboration, transparency, and a shared commitment to excellence. Our culture is defined by:

• Inclusivity – A diverse workforce where every voice is heard.
• Agility – Rapid decision‑making and iterative improvement cycles.
• Well‑Being – Programs that support mental, physical, and financial health.
• Recognition – Regular shout‑outs, peer awards, and milestone celebrations.
• Community Impact – Volunteer days and partnerships with local NGOs to give back.

Compensation & Benefits

We offer a transparent and competitive total rewards package designed to attract, retain, and motivate top talent.

• Base Salary – $102,000 – $158,000 per year (adjusted for location, experience, and market).
• Annual Bonus – Targeted at 20% of base salary, contingent on company and individual performance.
• Health & Wellness – Comprehensive medical, vision, dental, prescription drug coverage, and a LiveWell wellness program.
• Retirement Plans – 401(k) with company match, Retirement Accumulation Plan, and Cash Balance Pension Plan.
• Paid Time Off – Generous PTO, paid parental leave, and flexible work arrangements.
• Life & Disability Insurance – Company‑provided life, AD&D, short‑term and long‑term disability, critical illness coverage.
• Additional Perks – Group legal, identity theft protection, auto & home insurance, pet insurance, and discount programs.
• Learning & Development – Reimbursement for certifications, courses, and conferences.

How to Apply

Ready to lead a world‑class support team and drive transformative change in the construction tech space? Submit your application through our careers portal or click the link below to start your journey with brighthush.