Senior Customer Support Manager – Time Off & Employee Experience Lead at brighthush

About brighthush

brighthush is redefining the way modern businesses manage their people, technology, and finances. By unifying HR, IT, and Finance into a single, cloud‑native platform, we empower companies to automate every facet of the employee lifecycle—from onboarding and payroll to benefits, expense management, and device provisioning—without the complexity of juggling multiple legacy systems. Our mission is simple: give organizations the tools they need to focus on growth and innovation, while we take care of the operational heavy lifting.

Founded in San Francisco, brighthush has rapidly scaled to serve thousands of customers worldwide, ranging from early‑stage startups to Fortune 500 enterprises. With a robust ecosystem of integrations—including Slack, Microsoft 365, and a growing suite of third‑party apps—our platform delivers a seamless experience for both employees and administrators. We are backed by leading investors who share our vision for a future where people and technology work in harmony.

At brighthush, we celebrate diversity, inclusion, and a culture of continuous learning. Our teams thrive on collaboration, curiosity, and a shared commitment to delivering world‑class customer experiences.

About the Role

We are building a world‑class Support organization that is as dynamic and forward‑thinking as the products we deliver. As the Senior Customer Support Manager – Time Off & Employee Experience Lead, you will spearhead a high‑performing team of specialists dedicated to helping our customers unlock the full potential of brighthush’s platform. Your influence will extend beyond day‑to‑day support; you will shape product enhancements, refine support processes, and drive measurable improvements in customer satisfaction.

Do you thrive when faced with complex challenges, enjoy turning data into actionable insights, and have a passion for coaching and developing talent? If so, you are the ideal candidate to lead our Time Off and Employee Experience support squad.

Key Responsibilities

• Product Expertise & Customer Advocacy – Become the go‑to subject matter expert on brighthush’s Time Off and Employee Experience modules. Provide first‑line support, troubleshoot complex issues, and collaborate closely with Product and Engineering to surface pain points.
• Team Leadership & Development – Lead, mentor, and grow a distributed team of 8–12 support specialists. Foster a culture of accountability, continuous improvement, and customer‑centric thinking.
• Onboarding & Training Design – Design and implement a comprehensive onboarding program that equips new hires with the knowledge, tools, and confidence to deliver exceptional support from day one.
• Process & Tool Optimization – Own the end‑to‑end support workflow, ensuring that the team has the right tools (e.g., Salesforce Service Cloud, knowledge base, analytics dashboards) and resources to resolve tickets efficiently.
• Performance Management & KPI Ownership – Define, track, and report on key performance indicators such as First Response Time, Resolution Time, Customer Satisfaction (CSAT), Net Promoter Score (NPS), and SLA adherence. Use data to drive continuous improvement.
• Support Best Practices & Knowledge Sharing – Establish and maintain best practices for ticket handling, escalation, and documentation. Lead regular knowledge‑sharing sessions and create reusable playbooks.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Sales, and Customer Success to provide actionable feedback that reduces inbound ticket volume and improves product usability.
• Executive Reporting – Communicate progress, challenges, and strategic initiatives to senior leadership. Translate operational metrics into clear, data‑driven insights.

Essential Qualifications

• 3–5 years of progressive experience managing a support or customer success team in a fast‑paced SaaS or startup environment.
• Proven track record of maintaining and exceeding SLAs while scaling support operations.
• Deep understanding of B2B SaaS product lifecycles, customer journey mapping, and support tooling.
• Experience leading a geographically distributed team, with strong communication and collaboration skills.
• Hands‑on expertise with Salesforce Service Cloud (or equivalent) and a data‑driven mindset for performance analysis.
• Strong analytical skills, with the ability to translate metrics into actionable improvement plans.
• Excellent coaching and mentoring abilities, with a people‑first leadership style.
• Self‑motivated, detail‑oriented, and capable of thriving in ambiguous, evolving environments.
• Preferred: Experience in the HR, IT, or Finance tech space; familiarity with Time Off or employee experience products.

Preferred Qualifications

• Experience designing and scaling training, quality assurance, and metrics programs at scale.
• Background in product management or engineering, providing a holistic view of the product development cycle.
• Knowledge of compliance and regulatory considerations in HR and finance domains.
• Fluency in multiple languages or experience supporting a global customer base.

Skills & Competencies

• Leadership & Team Building
• Strategic Thinking & Execution
• Data Analysis & KPI Management
• Process Design & Continuous Improvement
• Customer Empathy & Advocacy
• Cross‑Functional Collaboration
• Change Management & Adaptability
• Technical Proficiency (Salesforce, Zendesk, Jira, Confluence)

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As a senior leader, you will:

• Progress to Director of Customer Support or Head of Customer Experience, overseeing multiple product lines.
• Participate in executive strategy sessions, influencing product direction and company growth.
• Access to leadership development programs, mentorship from senior executives, and a culture that rewards initiative.
• Opportunities to lead cross‑functional projects, such as launching new support channels or global expansion initiatives.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and high‑energy work environment. While we value in‑office collaboration, we also support flexible work arrangements for employees who live within a defined radius of our San Francisco office. Our culture is built on:

• Transparency: Open communication channels across all levels.
• Innovation: Encouraging experimentation and rapid iteration.
• Growth: Continuous learning through workshops, conferences, and internal knowledge sharing.
• Diversity & Inclusion: A commitment to building a workforce that reflects the communities we serve.

Compensation, Perks & Benefits

We offer a competitive total rewards package that includes:

• Base salary aligned with market rates for senior support leadership roles.
• Performance‑based bonuses tied to team and company metrics.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and flexible work arrangements.
• Professional development budget and access to industry conferences.
• Wellness programs, including gym memberships and mental health resources.

How to Apply

If you are ready to lead a high‑impact support team, shape the future of employee experience, and grow your career at a fast‑moving SaaS company, we want to hear from you. Submit your application through our careers portal and join the brighthush family.

Conclusion

At brighthush, we believe that exceptional support is the cornerstone of customer success. As the Senior Customer Support Manager – Time Off & Employee Experience Lead, you will play a pivotal role in ensuring our customers achieve their goals and experience the full value of our platform. If you are passionate about people, data, and continuous improvement, and you thrive in a collaborative, fast‑moving environment, we encourage you to apply today and help us shape the future of work.