Senior Customer Support Operations Manager – Driving Excellence in Global Technical & Non‑Technical Support Services at brighthush

About brighthush

brighthush is a leading innovator in enterprise technology solutions, dedicated to empowering businesses worldwide with cutting‑edge software that simplifies complex processes and unlocks new levels of efficiency. With a global footprint and a culture rooted in collaboration, integrity, and continuous learning, brighthush is committed to delivering exceptional value to our customers while fostering an environment where employees can thrive, grow, and make a real impact.

Role Overview

As the Senior Customer Support Operations Manager at brighthush, you will be the strategic leader responsible for guiding one or more high‑performing Customer Support teams across multiple channels—phone, email, web, and in‑person. Your mission will be to blend operational excellence with a people‑first mindset, ensuring that every customer interaction reflects brighthush’s commitment to quality, speed, and customer‑centricity. You will partner closely with cross‑functional leaders, drive continuous improvement initiatives, and shape the future of support operations in a dynamic, fast‑paced environment.

Key Responsibilities

• Team Leadership & Development – Lead, coach, and inspire supervisors, analysts, and support agents, fostering a culture of accountability, collaboration, and high performance.
• Operational Excellence – Design, implement, and refine processes, procedures, and performance dashboards that drive efficiency, reduce cost, and elevate customer satisfaction.
• Multi‑Channel Management – Oversee support operations across phone, email, web, and in‑person channels, ensuring seamless integration and consistent service quality.
• Vendor & BPO Oversight – Manage relationships with BPO partners, monitor service levels, conduct quality reviews, and implement corrective actions to maintain alignment with brighthush standards.
• Data‑Driven Decision Making – Analyze operational metrics, identify trends, and translate insights into actionable strategies that improve response times, first‑contact resolution, and overall CSAT.
• Escalation Management – Resolve complex customer issues, coordinate with product, engineering, and sales teams, and advocate for customer needs at the executive level.
• Budget & Resource Planning – Own the support budget, forecast staffing needs, manage cost containment, and report variances to senior leadership.
• Continuous Improvement & Innovation – Champion best practices, industry benchmarks, and emerging technologies (e.g., AI‑driven chatbots, knowledge‑base automation) to enhance support capabilities.
• Compliance & Quality Assurance – Ensure adherence to regulatory standards, internal policies, and quality metrics, including SOC, SAS70, and other relevant certifications.
• Cross‑Functional Collaboration – Partner with product, engineering, sales, and marketing teams to align support strategies with business objectives and product roadmaps.

Essential Qualifications

• 7+ years of progressive experience in customer support or contact center operations, with a minimum of 3 years in a managerial or leadership capacity.
• Proven track record of building and scaling high‑performing support teams, including experience with performance management, coaching, succession planning, and employee engagement.
• Deep understanding of support operations technology: CRM systems, ACD, IVR, CTI, workforce management, and knowledge‑management platforms.
• Strong analytical mindset: ability to interpret dashboards, set measurable KPIs, and drive data‑based improvements.
• Excellent communication and interpersonal skills, with a demonstrated ability to influence cross‑functional stakeholders and resolve conflicts.
• Bachelor’s degree in Business, Information Systems, or a related field (or equivalent combination of education and experience).

Preferred Qualifications

• Advanced degree (MBA, MS, or equivalent) in Business, Information Technology, or a related discipline.
• Experience with enterprise tax technology platforms or comparable complex SaaS solutions.
• Knowledge of ERP systems, database management, and integration protocols such as XML, REST, and JSON.
• Hands‑on experience with tools like SoapUI, Postman, and defect‑tracking systems.
• Background in supervising BPO vendor relationships and ensuring third‑party service quality.
• Familiarity with industry certifications (SSTP, SOC, SAS70) and support development best practices.

Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Process Design & Optimization
• Data Analysis & KPI Management
• Customer‑Centric Mindset
• Change Management
• Vendor Management
• Technical Proficiency (CRM, ACD, IVR, CTI, Workforce Management)
• Excellent Written & Verbal Communication
• Problem‑Solving & Decision Making

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As a Senior Customer Support Operations Manager, you will have access to:

• Leadership development programs that sharpen strategic thinking, financial acumen, and executive presence.
• Cross‑functional projects that expose you to product development, engineering, and sales, broadening your skill set.
• Mentorship from senior leaders who champion your professional journey.
• Opportunities to lead global initiatives, such as expanding support into new markets or launching AI‑powered self‑service solutions.
• Continuous learning through internal knowledge bases, external certifications, and industry conferences.

Work Environment & Culture

brighthush thrives on a culture that values collaboration, integrity, speed, and innovation. We believe in:

• Putting the Customer First – Every decision is measured against the impact on our customers.
• Winning Together – Success is a team effort; we celebrate collective achievements.
• Agility & Continuous Improvement – We adapt quickly, experiment boldly, and learn from every outcome.
• Transparent Communication – Open, honest dialogue fuels growth and trust.
• Inclusive, supportive, and flexible work arrangements that respect work‑life balance.

Compensation & Benefits

While the base salary range for this role is competitive and reflects market standards, brighthush offers a comprehensive package that includes:

• Performance‑based bonuses tied to team and individual metrics.
• Equity or stock‑option opportunities for eligible employees.
• Health, dental, and vision insurance plans.
• Retirement savings plans with company matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget and tuition reimbursement.
• Wellness programs, mental health resources, and employee assistance programs.
• Flexible work arrangements, including remote work options and a supportive home‑office stipend.

How to Apply

If you are ready to lead a world‑class support organization, drive measurable impact, and grow your career at a forward‑thinking technology company, we want to hear from you. Submit your application through our careers portal or connect directly with our recruiting team. Join brighthush and help us create the next generation of customer‑centric solutions that empower businesses around the globe.