Senior Customer Support Manager – SaaS Technical Support Leadership & Operations Excellence at brighthush

About brighthush

brighthush is a forward‑thinking technology company that empowers businesses worldwide with cutting‑edge SaaS solutions designed to streamline operations, enhance customer engagement, and drive measurable growth. With a portfolio that spans customer success, product analytics, and enterprise automation, brighthush is at the forefront of the digital transformation wave. Our mission is simple: to help organizations unlock their full potential by delivering intuitive, reliable, and scalable software that works as hard as they do.

At brighthush, we believe that exceptional customer support is the cornerstone of lasting success. Our support teams are not just reactive problem‑solvers; they are strategic partners who translate customer insights into product innovation, operational excellence, and a culture of continuous improvement. If you thrive in a fast‑paced, data‑driven environment and want to shape the future of SaaS support, brighthush is the place for you.

What You’ll Do

As the Senior Customer Support Manager, you will lead a high‑performing team of Tier 1 and Tier 2 Customer Support Representatives across phone, email, and case‑management channels. Your role blends hands‑on leadership with strategic oversight, ensuring that every customer interaction reflects brighthush’s commitment to quality, speed, and empathy.

• Team Leadership & Development – Coach, mentor, and inspire a diverse group of support agents, fostering a culture of accountability, collaboration, and continuous learning.
• Operational Excellence – Design and execute staffing plans, schedule coverage, and manage workload allocation to meet SLA targets and maintain optimal service levels.
• Performance Management – Track key metrics such as CSAT, first‑response time, resolution time, and case backlog; use data to inform coaching, process improvements, and resource decisions.
• Escalation Management – Serve as the primary escalation point for complex issues and high‑priority incidents, ensuring timely resolution and professional communication.
• Root‑Cause Analysis & Continuous Improvement – Lead post‑incident reviews, identify recurring patterns, and collaborate with Product, Engineering, and Quality to implement lasting fixes.
• Voice of the Customer – Translate customer feedback into actionable insights for product roadmaps, usability enhancements, and adoption strategies.
• Process & Knowledge Management – Own and refine support workflows, knowledge base content, and operating procedures to deliver consistent, scalable service.
• Innovation & Automation – Champion the adoption of AI, automation, and self‑service tools to boost agent productivity, reduce customer effort, and increase operational efficiency.
• Cross‑Functional Collaboration – Partner with Training, Quality, Implementation, and Customer Success to align support initiatives with broader business objectives.
• Strategic Reporting – Analyze support data, workforce capacity, and customer demand to identify risks, opportunities, and recommend actions to senior leadership.

Essential Qualifications

We’re looking for a seasoned leader who can balance day‑to‑day execution with long‑term vision. The ideal candidate will bring:

• 3+ years of progressive experience in customer or technical support within a SaaS, software, or technology environment.
• 1+ year of people‑management experience leading, coaching, and developing frontline support teams.
• Proven track record in support operations management – ticket queues, SLAs, staffing, and KPI monitoring.
• Deep familiarity with support metrics and analytics – using data to drive performance, identify trends, and inform decisions.
• Strong coaching and performance‑management skills – setting clear expectations, providing constructive feedback, and building high‑capability teams.
• Excellent problem‑solving and judgment – ability to diagnose root causes, coordinate cross‑functional solutions, and manage complex escalations.
• Superior written and verbal communication – adept at conveying technical information to both technical and non‑technical audiences.
• Holder of a Bachelor’s degree in a related field or equivalent combination of education and experience.

Preferred Qualifications

While not mandatory, the following experience will set you apart:

• Leadership across multiple SaaS products or a complex software portfolio.
• Hands‑on experience with support platforms such as Salesforce, Zendesk, Freshdesk, or similar systems.
• Demonstrated success in leading support‑process improvements, departmental initiatives, or cross‑functional problem resolution.
• Familiarity with AI, automation, or self‑service tools that enhance support operations and customer experience.

Skills & Competencies

To thrive in this role, you’ll need a blend of technical acumen, people‑centric leadership, and strategic thinking:

• Data‑Driven Decision Making – Ability to interpret complex data sets and translate insights into actionable plans.
• Customer‑Centric Mindset – Passion for delivering exceptional service and turning customer pain points into opportunities.
• Adaptability & Agility – Comfortable navigating a fast‑moving SaaS environment and pivoting priorities as needed.
• Collaboration & Influence – Skilled at building relationships across Product, Engineering, Quality, and Customer Success.
• Project Management – Experience managing multiple initiatives simultaneously while meeting deadlines.
• Technical Literacy – Comfortable learning new tools, platforms, and technologies quickly.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. You’ll have access to:

• Unlimited access to our Learning & Development library, featuring courses, certifications, and industry best‑practice resources.
• Regular mentorship programs pairing you with senior leaders across the organization.
• Opportunities to lead cross‑functional projects that directly influence product strategy and customer experience.
• Clear career pathways into senior leadership roles within Support, Customer Success, or Product Management.

Work Environment & Company Culture

brighthush is a fully remote, inclusive, and collaborative workplace. We value:

• Flexibility – Work from wherever you’re most productive, with a results‑oriented approach.
• Transparency – Open communication channels, regular town halls, and a culture of feedback.
• Diversity & Inclusion – A workforce that reflects the global communities we serve.
• Commitment to mental and physical well‑being through comprehensive health coverage and wellness programs.

Compensation & Benefits

We offer a competitive total‑reward package that reflects your experience and the value you bring to brighthush:

• Annual Salary Range – $65,000–$75,000, commensurate with experience and qualifications.
• 401(k) Match – 1‑for‑1 company match to help you build a secure financial future.
• Generous Paid Time Off (PTO) – Flexible vacation, sick leave, and personal days to support work‑life balance.
• Comprehensive Health Coverage – Medical, dental, vision, and mental health benefits for you and your family.
• Additional perks such as remote‑work stipends, wellness allowances, and professional development budgets.

Application Process

To ensure a fair and consistent hiring experience, all candidates must apply through our online application system. Due to the high volume of applications, we are unable to respond to individual inquiries regarding status or consideration. Qualified candidates who closely match our requirements will be contacted directly by our recruiting team.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the SaaS landscape. You’ll have the chance to:

• Lead a high‑impact support organization that directly influences product quality and customer satisfaction.
• Drive innovation through AI, automation, and data‑driven insights.
• Collaborate with world‑class professionals across Product, Engineering, and Customer Success.
• Grow your career in a culture that rewards initiative, creativity, and results.

If you’re ready to elevate customer support to new heights and help brighthush deliver world‑class service, we encourage you to apply today. Your expertise, passion, and leadership will shape the future of our support organization and the experience of thousands of customers worldwide.