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

About brighthush

brighthush is a trailblazing SaaS platform that brings together HR, IT, and Finance into a single, intuitive system. By unifying payroll, benefits, device provisioning, and third‑party integrations, we empower businesses to manage every aspect of the employee lifecycle from a single dashboard. Our mission is to eliminate the friction that comes with juggling multiple tools, so companies can focus on what truly matters: their people and their growth.

Why Join brighthush?

At brighthush, we’re building a world‑class support organization that is as innovative as the product we deliver. Our team is passionate about turning complex challenges into simple, delightful experiences for our customers. If you thrive in a fast‑paced, data‑driven environment and love turning customer feedback into product improvements, you’ll find a home here.

What Makes Our Culture Stand Out

• People‑First Leadership: Every manager at brighthush is expected to lead by example, fostering a culture of continuous learning and empathy.
• Remote‑First Flexibility: While we value in‑office collaboration, we support a fully remote workforce across the United States, with optional office days for those who prefer a hybrid setup.
• Growth‑Oriented Pathways: We invest heavily in professional development, offering learning budgets, mentorship programs, and clear career ladders.
• Diversity & Inclusion: brighthush is committed to building a workforce that reflects the communities we serve. We actively promote inclusive hiring practices and provide resources for underrepresented groups.
• Impact‑Driven Projects: Your work will directly influence product roadmaps, customer satisfaction scores, and the overall success of our platform.

Key Responsibilities

As the Customer Support Manager – Time Off, you will be the linchpin between our customers, product teams, and engineering. Your day‑to‑day activities will include:

• Subject Matter Expertise: Become the go‑to authority on the Time Off module through hands‑on support, product demos, and collaboration with engineering.
• Team Leadership: Lead, coach, and inspire a distributed team of support specialists, ensuring they have the resources, training, and motivation to deliver world‑class service.
• Onboarding & Training: Design and roll out scalable onboarding programs, including role‑specific playbooks, knowledge bases, and continuous learning modules.
• Process Optimization: Own the end‑to‑end support workflow, from ticket triage to resolution, and implement data‑driven experiments to improve efficiency and customer satisfaction.
• Performance Management: Define, track, and report on key performance indicators (KPIs) such as first‑response time, resolution time, CSAT, and SLA adherence.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Customer Success to surface product pain points, prioritize fixes, and reduce inbound support volume.
• Executive Communication: Provide regular updates to senior leadership on team performance, project status, and strategic initiatives.
• Continuous Improvement: Champion a culture of experimentation, using A/B tests, root‑cause analyses, and customer feedback loops to drive service excellence.

Essential Qualifications

• 3–4 years of experience managing a support team in a fast‑paced SaaS or startup environment.
• Deep understanding of B2B SaaS operations, including SLAs, incident management, and customer lifecycle.
• Proven track record of leading distributed teams across multiple time zones.
• Experience designing and scaling training, quality assurance, and metrics programs.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
• Hands‑on experience with Salesforce Service Cloud (or equivalent ticketing platform).
• Proficiency in using data visualization tools (e.g., Tableau, Looker) and project management software (e.g., Jira, Asana).
• Passion for customer advocacy and a genuine desire to solve complex problems.

Preferred Qualifications

• Experience in the HR, IT, or Finance tech space.
• Background in product management or product support.
• Knowledge of compliance standards such as GDPR, SOC 2, or ISO 27001.
• Experience with remote‑first work cultures and distributed team dynamics.
• Fluency in additional languages is a plus.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop high‑performing teams.
• Strategic Thinking: Vision for aligning support operations with broader business goals.
• Customer‑Centric Mindset: Deep empathy for customer pain points and a drive to exceed expectations.
• Data‑Driven Decision Making: Comfortable building dashboards, interpreting metrics, and running experiments.
• Adaptability: Thrive in ambiguous, rapidly changing environments.
• Technical Proficiency: Comfortable navigating complex SaaS products and troubleshooting technical issues.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be both challenging and rewarding. As you grow, you’ll have the chance to:

• Move into senior leadership roles such as Director of Customer Experience or VP of Support.
• Lead cross‑functional initiatives that shape product strategy and customer success.
• Participate in executive‑level decision making and strategy sessions.
• Access a generous learning budget for courses, certifications, and conferences.
• Mentor junior managers and contribute to the development of the next generation of leaders.

Compensation, Perks & Benefits

We offer a competitive total rewards package that includes:

• Base Salary: Competitive range aligned with market benchmarks for the U.S. Tier 2 and Tier 3 regions.
• Equity: Stock options that vest over a four‑year period, giving you a stake in brighthush’s long‑term success.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your dependents.
• Retirement Savings: 401(k) plan with company match.
• Paid Time Off: Generous vacation policy, sick leave, and paid holidays.
• Remote Work Flexibility: Fully remote role with optional hybrid days for those who prefer an office environment.
• Learning & Development: Annual budget for courses, certifications, and industry conferences.
• Wellness Programs: Access to mental health resources, virtual fitness classes, and wellness stipends.
• Team Events: Quarterly virtual socials and annual in‑person retreats.

How to Apply

If you’re ready to lead a high‑impact support team, shape product strategy, and help thousands of customers thrive, we want to hear from you. Submit your application through our careers portal and join a company that values innovation, collaboration, and customer success.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, age, disability, or any other protected status.