Senior Customer Support Manager – Lead, Coach, and Innovate Frontline Support Operations at brighthush

About brighthush

brighthush is a trailblazing SaaS platform that empowers veterinary clinics to deliver seamless, personalized care to pet parents. By combining cutting‑edge client engagement tools with a top‑rated pet‑parent mobile app, we help clinics streamline operations, boost client satisfaction, and grow their practice. Our mission is simple: make veterinary care more accessible, efficient, and enjoyable for everyone involved.

As we expand our product suite and customer base, we’re looking for a dynamic, customer‑centric leader to take charge of our frontline support team. If you thrive in a fast‑moving environment, love coaching people, and are passionate about turning data into action, brighthush is the place for you.

Why This Role Matters

Every month, our support team handles thousands of conversations with veterinary clinics and pet parents. The quality of that interaction directly influences customer satisfaction, loyalty, and the overall reputation of brighthush. As the Senior Customer Support Manager, you will be the steward of that experience—ensuring that every support agent delivers consistent, high‑value service while continuously improving processes, leveraging automation, and championing the customer voice across the organization.

Key Responsibilities

• Team Leadership & Development – Coach, mentor, and grow a high‑performing frontline support team of 15‑25 agents. Design onboarding programs, set clear performance standards, and foster a culture of continuous improvement.
• Operational Excellence – Own daily support operations across all channels (email, chat, phone, social). Maintain healthy queue metrics, manage escalations, and ensure SLA compliance.
• Process Modernization – Identify bottlenecks, design smarter workflows, and implement automation and AI solutions that increase first‑contact resolution and reduce average handle time.
• Data‑Driven Decision Making – Collect, analyze, and interpret support metrics (CSAT, NPS, FCR, response time). Translate insights into actionable improvements and share findings with Product, Engineering, and CX teams.
• Customer Advocacy – Serve as the voice of the customer within leadership meetings. Champion user‑centric changes, prioritize feature requests, and collaborate on product roadmap decisions.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Marketing, and Sales to ensure a unified customer experience. Provide feedback loops that reduce repeat issues and improve onboarding.
• Hands‑On Support – Occasionally dive into complex tickets, demonstrate best practices, and provide real‑time coaching to agents.
• Change Management – Lead the rollout of new tools, processes, and AI initiatives. Manage stakeholder expectations, provide training, and monitor adoption.

Essential Qualifications

• 5+ years of experience in customer support or customer experience, preferably in a B2B SaaS environment.
• 2+ years of people‑leadership experience managing a frontline support team, including onboarding, coaching, and performance management.
• Proven track record of improving support metrics such as CSAT, first‑contact resolution, and response times.
• Hands‑on expertise with support platforms (e.g., Zendesk, Freshdesk, Intercom) – including workflow design, reporting, and automation.
• Strong analytical mindset: ability to mine data, identify trends, root causes, and translate findings into concrete process or product improvements.
• Excellent communication skills – comfortable engaging customers directly, presenting to senior leadership, and influencing cross‑functional partners.
• Experience leading change initiatives, such as rolling out new processes, tools, or AI/automation within a support organization.

Preferred Qualifications

• Experience with AI‑powered support solutions (e.g., chatbots, predictive routing).
• Knowledge of veterinary or healthcare SaaS markets.
• Background in data visualization tools (Tableau, Power BI, Looker).
• Certified in customer service management (CSM) or similar credentials.

Key Skills & Competencies

• Leadership & Coaching – Inspire and develop high‑performing teams.
• Strategic Thinking – Translate customer insights into business strategy.
• Process Improvement – Design and implement efficient workflows.
• Data Analysis – Turn numbers into actionable insights.
• Customer‑Centric Mindset – Prioritize the customer experience in every decision.
• Collaboration – Work effectively across product, engineering, and marketing.
• Adaptability – Thrive in a fast‑moving, evolving environment.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Senior Customer Support Manager, you will:

• Progress to a Director of Customer Experience role, overseeing multiple support teams and shaping the global customer strategy.
• Lead cross‑functional initiatives that influence product development, marketing, and sales.
• Participate in leadership training programs, mentorship circles, and industry conferences.
• Receive a $250 annual stipend for learning and development—use it for courses, certifications, or conferences that align with your career goals.

Work Environment & Culture at brighthush

We’re a fully remote, distributed team that values flexibility, transparency, and collaboration. Our culture is built on:

• Trust & Autonomy – You’re empowered to make decisions that benefit customers and the business.
• Continuous Feedback – Regular 1:1s, pulse surveys, and open‑door communication keep everyone aligned.
• Innovation – We experiment with new tools, AI, and workflows to stay ahead of the curve.
• Diversity & Inclusion – We celebrate diverse perspectives and foster an inclusive environment.
• Work‑Life Balance – Flexible time off, paid holidays, and a focus on well‑being.

Compensation & Benefits

While the exact salary range is competitive and benchmarked against industry data, we offer:

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision coverage for employees and dependents (80‑90% covered by employer).
• Employer HSA contribution with HDHP.
• 401(k) match up to 3.5%.
• Dependent Care Flexible Spending Account (FSA).
• Basic Life and AD&D Insurance.
• Short‑ and long‑term disability coverage.
• Flexible Time Off & 12 paid annual holidays.
• Paid parental leave, including pawternity leave and financial pet adoption support.
• Subsidized pet insurance and pet‑friendly perks.
• $250 annual stipend for learning and development.

How to Apply

If you’re excited to lead a passionate support team, drive operational excellence, and shape the future of veterinary SaaS, we’d love to hear from you. Submit your application through our careers portal and join a company that values innovation, customer obsession, and personal growth.

Join brighthush – Where Passion Meets Purpose

At brighthush, we’re more than a SaaS company; we’re a community of people dedicated to improving the lives of pets and the professionals who care for them. As Senior Customer Support Manager, you’ll play a pivotal role in ensuring that every interaction with our platform is smooth, helpful, and memorable. If you’re ready to make a tangible impact, grow your leadership skills, and work in a culture that celebrates curiosity and collaboration, apply today and help us bring brighter, healthier futures to veterinary care worldwide.