Senior Customer Support Manager – Operational Excellence & Client Experience Lead in the Private Aviation Industry

About brighthush

At brighthush, we’re redefining the way people travel. As a global leader in on‑demand private aviation, we combine a diverse fleet of owned aircraft with a worldwide network of trusted charter operators to give our members the freedom to fly on their own terms. Our mission is simple: deliver a premium, personalized aviation experience for every customer, whether they’re booking a private flight, arranging freight, or accessing safety and security solutions for businesses and government agencies.

We’re not just about the skies. We’re a community of innovators, problem‑solvers, and service‑first professionals who thrive in a fast‑paced, collaborative environment. When you join brighthush, you become part of a culture that values curiosity, continuous learning, and a relentless focus on customer delight.

Why This Role Matters

The Customer Support Manager is the linchpin that keeps our members’ journeys seamless from the moment they sign on to the moment they land. By orchestrating the entire operational lifecycle—onboarding, billing, account setup, and issue resolution—you’ll ensure that every interaction reflects brighthush’s commitment to excellence. Your work will directly influence member satisfaction scores, retention rates, and the overall reputation of our brand in a highly competitive industry.

Key Responsibilities

• Contract Administration: Manage new member contracts through DocuSign in partnership with Legal, ensuring terms are accurate, compliant, and executed on time.
• Member Onboarding: Collect and process new member information, create profiles, and open fund accounts to enable instant access to our services.
• Billing & Finance Collaboration: Work closely with Finance and Relationship Managers to manage account funding, proactively resolve billing discrepancies, and handle escalations with a customer‑centric approach.
• Outstanding Item Management: Monitor and communicate outstanding billing items to internal teams, ensuring accurate and timely resolution to maintain financial integrity.
• Quote & Booking Support: Prepare proposals and assist with off‑fleet flight arrangements, ensuring quotes are accurate, compliant, and delivered promptly.
• Creditworthiness Assessment: Evaluate customer credit risk during fund processing and raise concerns when necessary to protect both the member and the company.
• Data Integrity: Maintain accurate records and documentation in internal systems, supporting operational transparency and audit readiness.
• Process Improvement: Identify opportunities to streamline workflows, reduce errors, and enhance the overall client experience.

Essential Qualifications

• 3–5 years of experience in sales support, customer service, or a related field, with a proven track record of managing complex operational tasks.
• Strong attention to detail and the ability to juggle multiple priorities without compromising quality.
• Excellent communication and collaboration skills—both written and verbal—across cross‑functional teams.
• Hands‑on experience with contracts, billing, or finance operations in a client‑focused environment.
• Demonstrated ability to resolve complex operational issues and turn challenges into opportunities for improvement.
• Bachelor’s degree or equivalent professional experience.

Preferred Qualifications (The Extras That Set You Apart)

• Background in aviation, finance, or legal operations.
• Proficiency with DocuSign or similar contract‑management tools.
• Comfortable working in a fast‑paced, team‑oriented environment.
• A proactive, solutions‑oriented mindset with a passion for delivering exceptional service.

Skills & Competencies

• Operational Excellence: Ability to design, implement, and refine processes that drive efficiency and accuracy.
• Customer‑Centric Mindset: Deep empathy for member needs and a commitment to exceed expectations.
• Analytical Thinking: Strong problem‑solving skills, with the capacity to analyze data and make informed decisions.
• Stakeholder Management: Skilled at building relationships with internal partners (Legal, Finance, Sales) and external partners (vendors, charter operators).
• Technology Savvy: Comfortable with CRM systems, billing platforms, and data‑entry tools.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional development is just as important as the work you do. As a Customer Support Manager, you’ll:

• Gain exposure to the full spectrum of our operations—from legal and finance to sales and member services—providing a holistic view of the business.
• Participate in cross‑functional projects that shape the future of our customer experience strategy.
• Access a robust learning ecosystem, including internal training modules, mentorship programs, and industry conferences.
• Earn certifications in contract management, finance operations, or aviation compliance to bolster your credentials.
• Position yourself for advancement into senior leadership roles such as Director of Customer Experience, Head of Operations, or VP of Member Services.

Work Environment & Culture

Our culture is built on three pillars: Innovation, Integrity, and Impact. You’ll find a workplace where:

• Ideas are welcomed and tested—whether it’s a new workflow or a fresh customer‑service initiative.
• Transparency is practiced daily, with open communication channels and regular feedback loops.
• Team members celebrate successes together and learn from setbacks collectively.
• Work‑life balance is respected, with flexible scheduling options and remote‑first policies.
• Diversity and inclusion are not just buzzwords—they’re embedded in our hiring, promotion, and community‑building practices.

Compensation & Benefits

We offer a competitive base salary ranging from $65,000 to $75,000, commensurate with experience and qualifications. In addition:

• Performance Incentives: Earn bonuses tied to individual and company performance metrics.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus access to mental‑health counseling through Spring Health.
• Financial Planning: Guidance and tools to help you manage your finances and plan for the future.
• Retirement Savings: Competitive 401(k) plan with company match.
• Professional Development: Tuition reimbursement for courses and certifications that align with your career goals.
• Flexible Time Off: Generous paid time off, holidays, and a flexible work schedule to support your personal commitments.
• Employee Recognition: Regular awards and shout‑outs for outstanding contributions.

Equal Opportunity Employer

brighthush is committed to a policy of equal employment opportunity for all applicants and employees. We celebrate diversity and are dedicated to creating an inclusive environment where every individual can thrive.

Need Accommodations?

If you have a disability or are a disabled veteran and need assistance with applying, please reach out to us at [email protected]. Include “Accommodation Request” in the subject line so we can address your needs promptly.

Ready to Take Flight?

We’re excited to learn how your unique blend of skills, experience, and passion can elevate the brighthush experience. If you’re ready to lead operational excellence, champion customer delight, and grow your career in a dynamic, forward‑thinking organization, we encourage you to apply today.