Senior Customer Support Manager – Leading High‑Performance Service Operations & AI Innovation at brighthush

Introduction

At brighthush, we’re redefining how businesses manage vehicle reimbursement. By replacing legacy programs with intelligent, automated solutions, we empower companies to focus on what truly matters: their core mission and the people who drive it. Our team is small, but our impact is outsized. If you thrive in a fast‑paced, data‑driven environment and want to shape the future of customer experience, brighthush is the place for you.

Why brighthush?

We’re not just a tech company; we’re a movement. Every day, we help hundreds of organizations and thousands of drivers across North America streamline their vehicle programs, reduce costs, and improve compliance. Our culture is built on:

• Ownership – Every team member is empowered to make decisions and drive results.
• Innovation – We invest heavily in AI, automation, and self‑service tools to stay ahead of the curve.
• Collaboration – Cross‑functional teams work hand‑in‑hand to solve complex problems.
• Growth – We provide mentorship, learning resources, and career‑advancement pathways for all.

Role Overview

As the Senior Customer Support Manager, you will lead a dynamic, remote support team that delivers world‑class service to our enterprise customers. You will be the steward of our support operations, responsible for setting the vision, measuring success, and continuously improving processes through data, technology, and people development.

Key Responsibilities

• Team Leadership & Development – Coach, mentor, and grow a high‑performing support squad, fostering a culture of accountability and continuous improvement.
• Operational Excellence – Own all support metrics (CSAT, NPS, first‑response time, resolution time, backlog, quality scores) and drive initiatives that elevate these KPIs.
• Workforce Planning & Scheduling – Design capacity models, forecast demand, and create shift schedules that balance coverage with cost efficiency.
• Escalation Management – Own the escalation process, ensuring timely resolution, clear communication, and root‑cause analysis.
• Process & Automation Design – Identify bottlenecks, streamline workflows, and champion AI, automation, and self‑service solutions to reduce manual effort.
• Quality Assurance & Onboarding – Implement rigorous QA programs, coaching frameworks, and onboarding playbooks that elevate team performance.
• Cross‑Functional Collaboration – Partner with Customer Success, Product, Engineering, and Operations to surface recurring issues and drive product improvements.
• Data‑Driven Decision Making – Leverage operational dashboards, trend analyses, and customer feedback to inform staffing, process changes, and strategic initiatives.

Essential Qualifications

• 5+ years of experience in Customer Support, Contact Center, or a similar customer‑facing environment.
• 2+ years of people‑management experience, including coaching, performance reviews, and team development.
• Proven track record of improving support KPIs, service levels, and operational efficiency.
• Hands‑on experience with workforce planning, scheduling, queue management, and capacity forecasting.
• Strong analytical mindset with proficiency in using data to drive decisions.
• Experience managing escalations and redesigning support processes.
• Excellent communication, problem‑solving, and cross‑functional collaboration skills.
• Ability to thrive in a fast‑paced, evolving environment and bring structure to emerging processes.

Preferred Qualifications

• Experience leading a high‑volume, multi‑channel support or contact center.
• Proficiency with Zendesk or similar support platforms.
• Background in AI‑powered support tools, automation, self‑service, or QA programs.
• Experience managing remote or distributed support teams.
• Familiarity with SaaS, fintech, or related technology sectors.

Skills & Competencies

• Leadership & Coaching
• Strategic Planning & Execution
• Data Analysis & Reporting
• Process Improvement & Automation
• Customer‑Centric Mindset
• Conflict Resolution & Escalation Management
• Cross‑Functional Collaboration
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we believe that your growth fuels our success. As a senior manager, you will:

• Lead initiatives that shape the future of our support platform and customer experience.
• Mentor junior managers and support agents, building a legacy of high performance.
• Participate in leadership development programs, including executive coaching and strategic workshops.
• Collaborate with product and engineering teams to influence roadmap decisions.
• Attend industry conferences, webinars, and training sessions to stay ahead of emerging trends.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in Canada, with flexible hours that respect your work‑life balance. We celebrate diversity, encourage open dialogue, and reward bold ideas. Every team member is expected to bring their authentic self to work and contribute to a culture of trust and inclusion.

Compensation & Benefits

We offer a competitive salary range of $75,000 – $100,000 CAD annually, commensurate with experience and skill set. In addition, you will receive:

• Unlimited, trust‑based time off – no vacation cap.
• Extended medical, dental, and vision coverage.
• Health & Wellness Spending Account – $3,000 per year.
• Healthcare Spending Account for out‑of‑pocket medical expenses.
• Employee Assistance Program (EAP) for mental health support.
• Mentorship and professional development opportunities.
• Access to cutting‑edge AI and automation tools to streamline your work.
• Regular team events, virtual coffee chats, and community initiatives.

Equal Opportunity Statement

brighthush is an equal opportunity employer. All candidates will be considered without regard to race, ancestry, place of origin, color, ethnic origin, language, citizenship, creed, religion, gender identity, sexual orientation, age, marital status, physical or mental handicap, or financial ability. We are committed to creating an inclusive environment where everyone feels welcome to bring their authentic selves to work.

How to Apply

If you’re ready to lead a high‑impact support team, drive operational excellence, and help shape the future of vehicle reimbursement, we want to hear from you. Click the link below to submit your application and join the brighthush family.