Senior Customer Support Manager – Remote, Multi‑Channel Support & Process Optimization at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven platform that empowers organizations to deliver comprehensive employee benefits in the realms of mental health, childcare, eldercare, and pet care. By combining cutting‑edge digital tools with a deep understanding of human needs, brighthush transforms the way companies support their most valuable asset: their people. Our mission is to create a healthier, happier, and more productive workforce through seamless, personalized benefit experiences.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven team that thrives on innovation, collaboration, and continuous learning. We believe that great customer support is the cornerstone of a successful platform, and we’re looking for a seasoned manager who can elevate our support operations to new heights. If you’re passionate about solving real‑world problems, enjoy working in an agile environment, and want to make a tangible impact on employee well‑being, brighthush is the place for you.

Key Responsibilities

• Lead and Inspire: Manage a high‑performing remote support team of 10–15 agents, fostering a culture of empathy, accountability, and continuous improvement.
• Customer Advocacy: Serve as the voice of the customer, ensuring every interaction reflects brighthush’s commitment to quality, responsiveness, and care.
• Process Optimization: Identify bottlenecks, design streamlined workflows, and implement best practices across ticketing, knowledge base, and escalation procedures.
• Quality Assurance: Develop and maintain metrics, dashboards, and reporting tools to track SLA compliance, CSAT scores, and agent performance.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Marketing, and HR to translate customer insights into product enhancements and service improvements.
• Talent Development: Mentor, coach, and evaluate team members, providing regular feedback, training sessions, and career development plans.
• Technology Stewardship: Oversee the adoption and optimization of digital support tools (CRM, chat, ticketing, analytics) to maximize efficiency and data integrity.
• Strategic Planning: Contribute to quarterly and annual support strategy, aligning resources, budgets, and initiatives with business goals.

Essential Qualifications

• Minimum 5 years of progressive experience in customer support, with at least 2 years in a managerial or team‑lead capacity.
• Proven track record of managing remote or distributed teams in a fast‑paced, agile environment.
• Strong communication skills in German (native) and English (fluent), with the ability to articulate complex concepts clearly and empathetically.
• Hands‑on experience with modern support platforms (e.g., Zendesk, Freshdesk, Intercom) and data analytics tools (e.g., Tableau, Power BI).
• Demonstrated ability to analyze metrics, identify trends, and implement data‑driven process improvements.
• Excellent problem‑solving skills, with a solution‑oriented mindset and a passion for continuous learning.
• Experience in the health, wellness, or employee benefits sector is highly desirable but not mandatory.

Preferred Qualifications

• Background in mental health or employee well‑being initiatives.
• Experience with multilingual support teams and international customer bases.
• Knowledge of GDPR and data privacy best practices in customer support.
• Certifications in Customer Experience (CX), Six Sigma, or Agile Project Management.
• Proficiency with scripting or automation tools (e.g., Zapier, Integromat) to streamline repetitive tasks.

Key Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Customer‑Centric Mindset: Deep empathy for users and a relentless focus on exceeding expectations.
• Analytical Thinking: Strong quantitative skills to interpret data and drive decisions.
• Communication: Clear, concise, and persuasive written and verbal communication in both German and English.
• Adaptability: Comfortable navigating change, ambiguity, and rapid growth.
• Collaboration: Proven ability to work cross‑functionally with product, engineering, and marketing teams.
• Technology Savvy: Quick to learn new tools and platforms, with a passion for leveraging technology to enhance support.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. As a Customer Support Manager, you’ll have access to:

• Leadership development programs and executive mentorship.
• Regular training on emerging customer experience trends, AI‑powered support, and industry best practices.
• Opportunities to lead cross‑functional projects that shape the future of our platform.
• Clear career pathways to senior leadership roles within the support organization or broader business units.
• Annual tuition reimbursement for relevant courses, certifications, or advanced degrees.

Work Environment & Culture

brighthush champions a flexible, inclusive, and collaborative culture. Our remote‑first model means you can work from anywhere in Germany, with a flexible schedule that respects work‑life balance. We celebrate diversity, encourage open dialogue, and foster a sense of belonging through:

• Virtual team‑building events, hackathons, and wellness challenges.
• Regular town‑hall meetings where every voice is heard.
• Transparent communication from leadership about company vision, goals, and progress.
• A commitment to mental health, with access to counseling services, mindfulness resources, and mental health days.

Compensation & Benefits

• Salary Range: €35,000 – €42,000 per year, commensurate with experience.
• Performance Bonuses: Annual bonus tied to team and company performance metrics.
• Health & Wellness: Comprehensive health insurance, dental coverage, and a wellness stipend.
• Retirement Plans: Company‑matched pension scheme.
• Paid Time Off: Generous vacation policy, sick leave, and personal days.
• Professional Development: Tuition reimbursement, conference travel, and access to online learning platforms.
• Remote Work Perks: Home office stipend, high‑speed internet allowance, and ergonomic equipment support.

How to Apply

Ready to lead a world‑class support team and shape the future of employee well‑being? Submit your application through our careers portal or click the link below. We look forward to discovering how your expertise and passion can help brighthush continue to deliver exceptional support experiences.