Senior Customer Support Manager – Remote, 24/7 Team Leadership & Escalation Excellence at brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining the gig economy. Our mission is simple yet powerful: to empower independent drivers and service providers with a platform that delivers fair pay, reliable support, and a community that values every worker’s contribution. By combining cutting‑edge data analytics, AI‑driven routing, and a user‑centric design, we give gig workers the tools they need to thrive while ensuring customers receive seamless, high‑quality service.

Founded by industry veterans who have seen the challenges faced by gig workers firsthand, brighthush has grown from a modest startup to a rapidly scaling organization that is already disrupting the status quo. We are driven by a culture of innovation, empathy, and relentless pursuit of excellence. Our team is diverse, collaborative, and passionate about creating a more equitable future for the gig workforce.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is changing lives. We offer:

• Competitive base salary ($70,000 – $90,000) with performance‑based bonuses and equity opportunities.
• Comprehensive benefits package including health, dental, vision, and a 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements to support work‑life balance.
• Continuous learning and professional development: access to courses, conferences, and internal mentorship.
• A collaborative, inclusive environment where every voice is heard and every idea can shape the future.
• Impactful work that directly improves the livelihoods of gig workers across the country.

Role Overview

As the Senior Customer Support Manager, you will lead a high‑performing remote team of 4–6 agents, ensuring that brighthush’s customers receive timely, accurate, and compassionate support around the clock. You will report directly to the VP of Customer Experience and play a pivotal role in shaping the support strategy, processes, and culture that underpin our platform’s success.

Key responsibilities include:

Team Leadership & Development

• Recruit, onboard, and train new support agents, ensuring they embody brighthush’s values and are equipped with the tools and knowledge to excel.
• Conduct regular one‑on‑one meetings, performance reviews, and coaching sessions to foster continuous growth and high engagement.
• Set clear performance metrics, monitor KPIs, and implement data‑driven improvement plans.
• Champion a culture of collaboration, inclusivity, and accountability, encouraging agents to share best practices and celebrate successes.

Operational Excellence

• Design and refine escalation protocols, ensuring that complex issues are routed efficiently and resolved with minimal friction.
• Optimize support workflows, from ticket triage to resolution, to improve speed, accuracy, and customer satisfaction.
• Implement quality assurance processes, including ticket audits, coaching sessions, and root‑cause analysis of recurring problems.
• Maintain an in‑depth understanding of the brighthush platform, including driver and rider mobile applications, to provide context‑rich support.

Strategic Collaboration

• Partner with product, engineering, and trust & safety teams to surface systemic issues and drive product improvements.
• Analyze support data to identify trends, pain points, and opportunities for proactive customer engagement.
• Represent the support voice in cross‑functional meetings, advocating for user‑centric solutions.

Availability & Flexibility

• Operate on a Thursday‑Monday schedule, with availability during evenings and holidays to manage critical incidents.
• Participate in standard business‑hour training sessions and team meetings to align on goals and initiatives.

Essential Qualifications

• Minimum 5 years of experience in customer support or trust & safety, with at least 2 years in a managerial or team‑lead capacity.
• Proven track record of building and scaling high‑performing remote support teams.
• Exceptional judgment and decision‑making skills, especially in ambiguous or sensitive situations.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent written and verbal communication skills, capable of crafting clear, empathetic messages for diverse audiences.
• Proficiency with support platforms such as brighthush (formerly Zendesk) or similar CRM tools.
• College degree or equivalent professional experience.

Preferred Qualifications

• Experience in the gig economy or transportation sector.
• Knowledge of AI‑driven routing or data‑analytics tools.
• Background in quality assurance or process improvement methodologies (e.g., Six Sigma, Lean).
• Fluency in additional languages to support a global customer base.

Key Skills & Competencies

• Leadership & Team Building
• Conflict Resolution & Crisis Management
• Process Design & Optimization
• Data Analysis & KPI Tracking
• Customer‑Centric Mindset
• Adaptability & Resilience
• Cross‑Functional Collaboration
• Technology Proficiency (CRM, ticketing systems, analytics dashboards)

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior Customer Support Manager, you will have the chance to:

• Progress to Director of Customer Experience or Head of Trust & Safety roles.
• Lead cross‑functional initiatives that shape the future of our platform.
• Mentor junior managers and contribute to our internal leadership development program.
• Attend industry conferences, workshops, and hackathons to stay ahead of emerging trends.
• Participate in a structured learning path that includes certifications in customer experience, data analytics, and leadership.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, trust, and autonomy. Our culture is built on:

• Transparency: open communication channels and regular town‑hall meetings.
• Inclusivity: diverse teams, inclusive hiring practices, and a zero‑tolerance policy for discrimination.
• Innovation: a “fail fast, learn fast” mindset that encourages experimentation.
• Wellness: mental health resources, virtual fitness classes, and a generous wellness stipend.
• Community Impact: volunteer days, partnership with local nonprofits, and a commitment to social responsibility.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary: $70,000 – $90,000, commensurate with experience.
• Performance‑based bonus structure tied to team and company metrics.
• Equity options that allow you to share in brighthush’s growth.
• Health, dental, and vision insurance with a generous employer contribution.
• Retirement plan with company match.
• Unlimited paid time off and flexible work schedule.
• Professional development stipend and access to learning platforms.
• Wellness benefits: gym membership reimbursement, mental health counseling, and a wellness stipend.
• Employee referral program with attractive bonuses.

Application Process

Ready to make a tangible impact on the gig economy? Submit your application through our careers portal. Please note that we are not accepting submissions from external recruiters at this time. All candidates will undergo a standard background check before final hiring decisions are made.

Join brighthush Today

If you are a seasoned support leader with a passion for empowering workers, a strategic thinker who thrives in a fast‑paced environment, and a collaborator who values diversity and inclusion, we want to hear from you. Apply now and help us build a brighter future for gig workers worldwide.