Senior Customer Support Manager – Overnight Shift (12AM‑8AM ET) – Lead, Coach, and Optimize Support Operations at brighthush

About brighthush

brighthush is a trailblazing technology company at the forefront of the gig economy, dedicated to empowering drivers, freelancers, and independent contractors with tools that help them build sustainable, profitable careers. With a mission to create a fairer, more transparent marketplace, brighthush blends cutting‑edge data science, AI‑driven insights, and a human‑centric approach to deliver solutions that scale globally while staying true to local communities. Our culture is built on curiosity, collaboration, and a relentless focus on customer success. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find an environment that values innovation, continuous learning, and the impact of every contribution.

Role Overview

As the Senior Customer Support Manager for brighthush’s overnight operations, you will be the linchpin that ensures our support team delivers world‑class service during the critical 12AM‑8AM ET window. You will manage a high‑performing group of support specialists, coach them to exceed performance metrics, and continuously refine processes to reduce resolution times and elevate customer satisfaction. Your leadership will directly influence the quality of our trust & safety initiatives, the reliability of our platform, and the overall experience of millions of users worldwide.

Key Responsibilities

• Team Leadership & Development: Build, mentor, and inspire a diverse team of support agents, fostering a culture of accountability, empathy, and continuous improvement.
• Operational Excellence: Design, implement, and iterate on support workflows, knowledge bases, and escalation procedures to maximize efficiency and reduce ticket backlog.
• Performance Management: Monitor key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer satisfaction scores; provide actionable feedback and coaching.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Trust & Safety, and Data Analytics teams to surface insights, prioritize feature enhancements, and resolve systemic issues.
• Quality Assurance: Conduct regular audits of support interactions, ensuring adherence to brand voice, compliance standards, and regulatory requirements.
• Shift & Resource Planning: Manage staffing schedules, overtime, and weekend coverage to maintain optimal coverage while respecting work‑life balance.
• Incident Management: Lead the response to high‑impact incidents, coordinating with internal stakeholders and communicating transparently with affected users.
• Continuous Improvement: Analyze support data to identify trends, root causes, and opportunities for automation or process redesign.
• Stakeholder Reporting: Prepare and present weekly and monthly reports to senior leadership, highlighting achievements, challenges, and strategic recommendations.

Essential Qualifications

• Minimum of 5 years of experience in customer support or trust & safety roles, with at least 2 years in a managerial capacity.
• Strong academic background: Bachelor’s degree in Business, Communications, Computer Science, or a related field.
• Proficiency with Zendesk or a comparable CRM platform, including advanced ticketing, macro creation, and reporting.
• Demonstrated ability to coach and develop high‑performing teams in a fast‑paced, remote environment.
• Exceptional written and verbal communication skills in English, with a polished, professional tone.
• Experience managing overnight or 24/7 support operations, including weekend coverage.
• Background check clearance (criminal, credit, and employment verification).
• Strong analytical mindset, comfortable working with data dashboards and metrics to drive decisions.

Preferred Qualifications

• Experience in the gig economy, rideshare, or marketplace platforms.
• Knowledge of trust & safety best practices, fraud detection, and compliance frameworks.
• Familiarity with AI‑powered support tools, chatbots, and automated ticket routing.
• Previous exposure to remote team management tools such as Slack, Microsoft Teams, and Zoom.
• Multilingual support experience or ability to manage a multilingual support team.
• Certifications in customer service management, Six Sigma, or related disciplines.

Skills & Competencies

• Leadership & Influence: Ability to inspire, motivate, and guide a distributed team toward shared goals.
• Strategic Thinking: Translate business objectives into actionable support strategies and process improvements.
• Customer‑Centric Mindset: Deep empathy for users and a relentless drive to resolve issues quickly and effectively.
• Data‑Driven Decision Making: Leverage analytics to uncover trends, forecast needs, and validate the impact of initiatives.
• Adaptability: Thrive in a dynamic environment, pivoting priorities as new challenges arise.
• Communication: Clear, concise, and persuasive communication across all levels of the organization.
• Problem Solving: Strong troubleshooting skills and a proactive approach to identifying root causes.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As a Senior Customer Support Manager, you will:

• Progress to Director of Customer Experience, overseeing global support operations.
• Lead cross‑functional initiatives that shape product strategy and platform reliability.
• Participate in leadership development programs, including mentorship, executive coaching, and strategic project assignments.
• Access a curated learning library featuring courses in AI, data analytics, and advanced customer service methodologies.
• Attend industry conferences, webinars, and internal hackathons to stay ahead of emerging trends.

Work Environment & Company Culture

brighthush champions a remote‑first culture that empowers employees to work from anywhere in the United States. Our remote infrastructure is designed for seamless collaboration, with:

• Fully equipped home office stipend to ensure a productive workspace.
• Regular virtual team‑building events, including game nights, wellness challenges, and skill‑sharing sessions.
• Transparent communication channels, from daily stand‑ups to quarterly all‑hands meetings.
• A commitment to diversity, equity, and inclusion, with employee resource groups and inclusive hiring practices.
• A flexible approach to work hours, allowing you to balance personal commitments while meeting shift requirements.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base Salary: USD 70,000 – 90,000 per year, commensurate with experience.
• Performance Bonus: Quarterly bonus tied to team and individual performance metrics.
• Health & Wellness: Comprehensive medical, dental, and vision plans, including telehealth services.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off: Generous PTO, sick leave, and a flexible holiday schedule.
• Professional Development: Annual budget for conferences, courses, and certifications.
• Wellness Programs: Gym membership stipend, mindfulness apps, and mental health resources.
• Equity: Eligible for company stock options as part of the long‑term incentive plan.

How to Apply

If you are ready to lead a high‑impact support team, drive operational excellence, and shape the future of the gig economy, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. Our hiring team will review applications promptly and reach out to qualified candidates for the next steps.

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven organization that is redefining how people earn and thrive in the gig economy. Your leadership will directly influence the quality of service our users receive, the safety of our platform, and the growth trajectory of a company that is poised for global impact. If you’re passionate about customer experience, thrive in a fast‑moving environment, and want to make a tangible difference, apply now and help us build the future of work.