Senior Customer Support Manager – Team Leadership, Escalation Management, KPI Optimization & Customer Experience Excellence

About brighthush

brighthush is a trailblazing technology partner that empowers businesses worldwide with cutting‑edge vertical software and embedded payments solutions. Our mission is to help companies thrive by delivering seamless, secure, and scalable technology that drives growth, enhances customer satisfaction, and unlocks new revenue streams. With a culture rooted in innovation, collaboration, and a relentless focus on customer success, brighthush is redefining what it means to be a technology partner in the digital age.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that values creativity, data‑driven decision making, and continuous learning. We champion a flexible, remote-first work environment that empowers you to balance professional growth with personal well‑being. Our commitment to diversity, equity, and inclusion ensures that every voice is heard and every idea has the chance to flourish.

Position Overview

We are seeking an experienced Senior Customer Support Manager to lead our dynamic support organization across the United States. In this role, you will shape the customer experience strategy, drive operational excellence, and mentor a high‑performing team of support specialists. You will collaborate closely with product, engineering, and sales to translate customer insights into actionable improvements that elevate our service standards and accelerate business growth.

Key Responsibilities

• Team Leadership & Development: Recruit, onboard, and coach a diverse team of 10–15 support agents, fostering a culture of continuous improvement, accountability, and professional growth.
• Operational Excellence: Design, implement, and refine support processes, including ticket routing, knowledge base management, and quality assurance, to achieve industry‑leading response and resolution times.
• Escalation Management: Serve as the primary point of contact for high‑severity incidents, coordinating cross‑functional resources to resolve complex issues swiftly and transparently.
• Performance Analytics: Define, track, and report on key performance indicators (KPIs) such as first‑contact resolution, customer satisfaction (CSAT), Net Promoter Score (NPS), and agent utilization, using data to drive continuous improvement.
• Customer Advocacy: Champion the customer voice within brighthush, translating feedback into product enhancements, training materials, and process changes.
• Tool & Technology Management: Oversee the adoption and optimization of support platforms (e.g., Zoho Desk, Salesforce Service Cloud), ensuring seamless integration with CRM and knowledge‑base systems.
• Strategic Planning: Partner with senior leadership to align support initiatives with business objectives, including scaling for new markets, launching new product lines, and improving customer retention.
• Compliance & Quality Assurance: Maintain rigorous quality standards, ensuring all support interactions comply with internal policies, industry regulations, and data privacy requirements.

Essential Qualifications

• Minimum 4 years of progressive customer support experience, with at least 1–2 years in a supervisory or managerial capacity.
• Proven track record of managing high‑volume support operations and driving measurable improvements in service metrics.
• Hands‑on experience with Zoho Desk and Salesforce Service Cloud (or equivalent ticketing and CRM platforms).
• Strong analytical mindset, with the ability to interpret data, identify trends, and recommend actionable solutions.
• Excellent written and verbal communication skills, capable of articulating complex concepts to both technical and non‑technical stakeholders.
• Demonstrated ability to coach and develop team members, fostering a culture of ownership and continuous learning.
• Proficiency in English; additional language skills are a plus.

Preferred Qualifications

• Experience in the fintech or embedded payments industry, with a deep understanding of payment workflows, compliance, and security.
• Knowledge of advanced customer support metrics and the ability to build dashboards using tools such as Tableau, Power BI, or Looker.
• Familiarity with agile methodologies and cross‑functional collaboration in a fast‑paced tech environment.
• Certifications in customer service management (e.g., CSM, CCSP) or related fields.
• Experience managing remote or distributed teams across multiple time zones.

Core Competencies & Skills

• Leadership & Influence: Inspire and motivate teams, drive change, and build consensus across departments.
• Strategic Thinking: Translate business goals into actionable support strategies and operational plans.
• Problem Solving: Approach complex customer issues with analytical rigor and creative solutions.
• Customer‑Centric Mindset: Prioritize the customer experience in every decision, ensuring delight and loyalty.
• Data‑Driven Decision Making: Leverage metrics and analytics to inform strategy and measure success.
• Adaptability: Thrive in a dynamic environment, quickly pivoting to meet evolving priorities.
• Collaboration: Work effectively with product, engineering, sales, and marketing to align on customer needs.

Career Growth & Learning Opportunities

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

• Progress to a Director of Customer Experience role, overseeing global support operations and shaping the customer journey across all touchpoints.
• Lead cross‑functional initiatives that influence product development, marketing, and sales strategies.
• Participate in leadership development programs, including mentorship, executive coaching, and strategic project assignments.
• Access a robust learning ecosystem: online courses, industry conferences, and internal knowledge sharing sessions.
• Earn certifications and credentials that enhance your professional profile and open doors to new opportunities.

Work Environment & Culture at brighthush

brighthush champions a remote‑first culture that empowers you to work from anywhere in the United States. We provide:

• Flexible work hours that respect work‑life balance.
• Fully reimbursed home‑office setup, including high‑speed internet, ergonomic furniture, and tech equipment.
• Regular virtual team‑building events, hackathons, and wellness programs.
• A collaborative, inclusive environment where ideas are valued and innovation is celebrated.
• Transparent communication from leadership, with quarterly town halls and open Q&A sessions.

Compensation, Perks, and Benefits

We offer a competitive total rewards package designed to attract, retain, and motivate top talent:

• Base Salary: USD 81,000 – 88,500 per year, commensurate with experience and performance.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays, with additional vacation days for senior roles.
• Professional development stipend and tuition reimbursement for relevant courses.
• Employee stock purchase plan (ESPP) and equity options for eligible positions.
• Wellness benefits: mental health support, gym membership discounts, and wellness stipends.
• Annual company retreat and regional meet‑ups.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced tech environment, and are ready to lead a high‑performing support team, we want to hear from you. Submit your application through our career portal and join brighthush in shaping the future of customer support.