Senior Customer Support Manager – Multi‑Channel Operations, AI Integration & Team Leadership (Remote USA/Canada)

About brighthush

brighthush is redefining production finance with cutting‑edge artificial intelligence. Our platform empowers finance teams in the film, television, and commercial sectors to manage payroll, spend, and accounting from a single, intuitive interface. By marrying deep industry knowledge with advanced AI, we give creative teams the freedom to focus on storytelling while ensuring financial precision and compliance.

With a global footprint and a culture that celebrates curiosity, collaboration, and continuous learning, brighthush has become the go‑to partner for production studios, agencies, and creative agencies worldwide. Our mission is simple: make production finance transparent, efficient, and scalable for every creative professional.

The Opportunity – Manager, Customer Support (Remote – USA / Canada)

We’re seeking an experienced, hands‑on manager to lead one of our high‑performing Customer Support teams across Phone, Email, Live Chat, and SMS. As a Manager, you will own the daily rhythm of the team, coach and develop specialists, and serve as the final escalation point for complex cases. Your role will be pivotal in ensuring a seamless, AI‑enhanced customer experience while driving operational excellence.

Key Responsibilities

• Operational Leadership: Own the daily operating rhythm—coverage, queue health, and case‑handling quality across all channels.
• Shift Coordination: Partner with your counterpart Manager during handoffs to maintain consistent priorities and escalations.
• Cross‑Functional Collaboration: Work closely with leaders in Support, Success, AI Ops, Product, and Engineering to resolve escalations, improve tooling, and refine processes.
• Team Development: Lead, coach, and grow a team of Customer Support Specialists through regular 1:1s, real‑time coaching, and formal performance reviews.
• Senior Specialist Mentorship: Coach senior specialists, leveraging them as on‑floor leadership while fostering their career growth.
• Scheduling & Resource Planning: Own scheduling, huddles, and the on‑call rotation for your shift; strategically deploy resources based on volume forecasts.
• Escalation Management: Serve as the final escalation point for complex or sensitive cases and be the go‑to for customers who request manager interaction.
• Decision Making: Exercise sound judgment on when to delegate and when to roll up your sleeves and dive into the work.
• AI Utilization: Use AI tools in your own workflow to operate efficiently, and coach the team on appropriate AI agent utilization.
• Performance Reporting: Own reporting on team KPIs and performance metrics, using data to guide priorities and communicate progress to leadership.
• Quality Assurance: Run the AI‑powered Quality Assurance Program, coaching performance and distinguishing coaching gaps from product or tooling issues.
• Process Engineering: Build and refine workflows, SOPs, and routing logic to keep the team consistent and scalable as volume and channels grow.

What You’ll Have

• 4+ years of customer support experience, with 3+ years of direct people management across multiple live channels.
• Proven ability to absorb new context quickly, operate independently, and run a high‑performing team with minimal oversight.
• Experience leading a support team where AI is front‑line to the support experience, not just a backend tool.
• Support management experience within production accounting, production payroll, the entertainment industry, finance, SaaS, or FinTech.
• Strong operational instincts—able to strategize against incoming volume, deploy resources accordingly, and build schedules, workflows, and SOPs that scale.
• Sound judgment handling complex or high‑visibility escalations.
• Strong data analysis and metrics‑reporting skills—comfortable owning and communicating your team’s KPIs.
• Excellent written and verbal communication skills—clear, compassionate, and calm under pressure.
• Familiarity with our toolset: Salesforce (SFDC), Zoom / Zoom Contact Center, Claude, Notion, Google Suite, Linear, Slack, and Co‑browse.

Preferred Qualifications

• Experience managing remote teams across multiple time zones.
• Background in AI‑driven customer support or experience with AI chatbots and virtual assistants.
• Knowledge of production finance workflows and terminology.
• Certifications in customer experience management or data analytics.

Skills & Competencies

• Leadership & Coaching – inspire, motivate, and develop talent.
• Strategic Thinking – translate business goals into operational plans.
• Data‑Driven Decision Making – analyze metrics to drive continuous improvement.
• Communication – articulate complex ideas clearly to both technical and non‑technical stakeholders.
• Adaptability – thrive in a fast‑moving, ambiguous environment.
• Customer‑Centric Mindset – always put the customer first.
• Technical Proficiency – comfortable with CRM, ticketing, and AI tools.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Manager, you will:

• Lead cross‑functional projects that shape the future of our platform.
• Mentor junior leaders and potentially transition into Director or Head of Customer Experience roles.
• Participate in leadership development programs, workshops, and industry conferences.
• Access a robust learning library covering AI, product management, and advanced customer support techniques.
• Benefit from a culture that encourages experimentation, knowledge sharing, and career mobility.

Work Environment & Culture

Our remote-first culture means you can work from anywhere in the United States or Canada. We foster a collaborative, inclusive environment where every voice is heard. brighthush values:

• Transparency – open communication across all levels.
• Innovation – continuous experimentation with new tools and processes.
• Empathy – a supportive environment that prioritizes mental and physical well‑being.
• Diversity – a workforce that reflects the global community we serve.

Compensation & Benefits

While we don’t disclose exact figures, brighthush offers a competitive salary package aligned with industry standards for senior support leadership roles. In addition, you’ll enjoy:

• Unlimited Paid Time Off (PTO) – take the time you need to recharge.
• Fully Remote Work – work from anywhere in the USA or Canada.
• Health & Dental Coverage – comprehensive plans for you and your family.
• IT Stipend – up to $1,500 USD / $2,025 CAD for home office setup.
• Retirement Matching – up to 2% matching on RRSP / 401(k).
• Learning & Development Budget – continuous growth opportunities.
• Internet & Mobile Stipend – up to $50 USD / $67.50 CAD.

Our Commitment to Inclusion

We pledge to create a harassment‑ and discrimination‑free workplace for everyone, regardless of age, disability, ethnicity, gender identity or expression, nationality, neurotype, personal appearance, political affiliation, professional background, race, religion, or sexual orientation. Your unique perspective is valued and essential to our success.

Ready to Join brighthush?

If you’re passionate about delivering world‑class customer support, thrive in a fast‑moving AI‑driven environment, and want to make a tangible impact on the creative industry, we’d love to hear from you. Submit your application today and a member of our Talent team will reach out shortly.

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