Senior Customer Support Manager – US Night Shift – B2B SaaS, Remote, 8+ Years Experience, Team Leadership & Process Optimization

About brighthush

brighthush is a trailblazing B2B SaaS company that empowers businesses and agencies to master the art of social media. With a suite of tools that streamline scheduling, publishing, analytics, and collaboration, brighthush has become the go‑to platform for brands that want to amplify their online presence while saving time and resources. Our mission is simple: make social media management effortless, data‑driven, and scalable for every organization, from solo entrepreneurs to Fortune 500 agencies.

Founded on the belief that technology should work for people, brighthush has grown from a small startup to a global community of over 10,000 customers across 120 countries. We are headquartered in the United States but operate on a truly distributed model, with teams in Sweden, Ahmedabad, Gurugram, and many other locations worldwide. Our culture is built on transparency, continuous learning, and a relentless focus on customer success.

Role Overview

As the Senior Customer Support Manager – US Night Shift, you will be the linchpin that keeps our global support ecosystem running smoothly during the critical overnight hours. You will lead a high‑performing team of support specialists, drive process improvements, and ensure that every customer interaction reflects brighthush’s commitment to excellence. This is a full‑time, remote role that requires a blend of strategic thinking, hands‑on technical expertise, and a passion for delivering world‑class service.

Key Responsibilities

• Team Leadership & Development: Recruit, onboard, and mentor a diverse group of support agents. Foster a culture of accountability, continuous improvement, and professional growth.
• Operational Excellence: Oversee daily support operations, ensuring SLA compliance, ticket resolution, and quality standards are met or exceeded.
• Process & Tool Optimization: Identify bottlenecks, propose automation solutions, and implement best practices across HelpScout, Zendesk, and other customer‑support platforms.
• Customer Advocacy: Act as the voice of the customer within the organization, translating feedback into product enhancements and service improvements.
• Data‑Driven Decision Making: Analyze support metrics, generate actionable insights, and present findings to senior leadership.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, Sales, and Marketing to resolve escalated issues and align on customer success initiatives.
• Night Shift Management: Coordinate shift schedules, manage time‑zone differences, and ensure seamless hand‑offs between day and night teams.
• Continuous Learning & Knowledge Sharing: Maintain an up‑to‑date knowledge base, conduct training sessions, and keep the team informed about product updates and industry trends.

Essential Qualifications

• Minimum of 8 years of customer support experience in a B2B SaaS environment.
• At least 3 years of proven experience managing a support team, preferably in a remote or distributed setting.
• Fluent in English, with exceptional written and verbal communication skills.
• Hands‑on expertise with HelpScout and Zendesk, including advanced ticket routing, macro creation, and reporting.
• Strong understanding of SaaS metrics (CSAT, NPS, MTTR, AHT) and experience using them to drive improvements.
• Ability to work effectively during US night shift hours (typically 10 pm–6 am EST).
• Demonstrated ability to lead through influence, coaching, and data‑driven decision making.
• Experience with remote team management tools (e.g., Slack, Microsoft Teams, Asana, Jira).

Preferred Qualifications

• Experience in the social media or digital marketing SaaS space.
• Knowledge of automation tools such as Zapier, Integromat, or custom API integrations.
• Background in customer success or account management, providing a holistic view of the customer journey.
• Experience with performance management frameworks (OKRs, KPIs, 360° reviews).
• Multilingual capabilities or experience working with international teams.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop talent in a high‑pressure environment.
• Analytical Thinking: Strong quantitative skills to interpret data and translate it into actionable strategies.
• Problem‑Solving: Creative and pragmatic approach to troubleshooting complex customer issues.
• Communication: Clear, concise, and empathetic communication across all stakeholder levels.
• Adaptability: Comfortable with rapid change, new technologies, and evolving customer expectations.
• Customer‑Centric Mindset: Deep empathy for users and a relentless drive to exceed their expectations.
• Technical Proficiency: Comfortable navigating multiple SaaS platforms, APIs, and data dashboards.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As a Senior Customer Support Manager, you will:

• Progress to a Director of Customer Success role, overseeing global support and success teams.
• Take ownership of cross‑functional initiatives, such as product roadmap input, customer advocacy programs, and community building.
• Participate in leadership training programs, including executive coaching, strategic planning workshops, and industry conferences.
• Access a curated learning library that includes courses on SaaS metrics, customer psychology, and advanced support tooling.
• Benefit from a mentorship program that pairs you with senior leaders across the organization.

Work Environment & Culture at brighthush

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Our remote-first model means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep everyone aligned on company goals.
• Monthly town‑halls featuring product demos, Q&A sessions, and recognition of outstanding contributions.
• Regular hackathons and innovation sprints that encourage creative problem‑solving.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Flexible work hours (within the night‑shift window) to accommodate personal commitments.

Compensation, Perks & Benefits

While specific figures vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for senior support leadership roles.
• Performance‑based bonuses tied to team metrics and customer satisfaction.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off (PTO) and a generous holiday schedule.
• Monthly stipend for home‑office equipment and high‑speed internet.
• Access to a global wellness program, including virtual fitness classes and mental health resources.
• Professional development budget for courses, certifications, and conference attendance.

How to Apply

If you are a seasoned support leader who thrives in a fast‑paced SaaS environment and is ready to make a tangible impact on a global customer base, we want to hear from you. Please submit your resume, a cover letter detailing your relevant experience, and any supporting materials that showcase your leadership achievements.

Ready to join brighthush and shape the future of customer success?