Senior Customer Support Operations Manager – Driving Service Excellence & Team Leadership at brighthush

About brighthush

At brighthush, we’re redefining how businesses manage vehicle reimbursement. Our mission is to deliver the most comprehensive, intelligent, and automated software solutions that empower companies to create ideal vehicle programs for their teams. Every day, we’re building smarter, faster, and more scalable systems that replace legacy processes with data‑driven automation. If you’re passionate about technology, customer experience, and making a tangible impact, brighthush is the place where your ideas can grow and thrive.

Position Overview

We’re seeking a Senior Customer Support Operations Manager to lead our dynamic, customer‑centric support team. In this role, you will own the end‑to‑end support experience, from daily operations to strategic initiatives that elevate service quality, team performance, and operational efficiency. You will collaborate closely with Customer Success, Product, Engineering, and Operations to ensure that every customer interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

• Team Leadership & Development – Coach, mentor, and grow a high‑performing support team, setting clear expectations, accountability, and performance standards.
• Operational Excellence – Own and continuously improve core support metrics: CSAT, first‑response time, resolution time, ticket backlog, and quality scores.
• Workforce Planning – Design and execute workforce plans, scheduling, and queue capacity strategies to maintain optimal coverage and service levels.
• Escalation Management – Lead the resolution of high‑impact escalations, ensuring timely communication, ownership, and root‑cause resolution.
• Process Improvement – Identify bottlenecks, streamline workflows, and develop documentation that reduces manual effort and recurring issues.
• Automation & AI Initiatives – Champion the adoption of AI, automation, and self‑service tools to enhance support efficiency and customer satisfaction.
• Quality Assurance – Implement consistent QA, coaching, and onboarding practices that strengthen team performance and knowledge retention.
• Cross‑Functional Collaboration – Partner with Customer Success, Product, Engineering, and Operations to address recurring customer pain points and improve product and process design.
• Data‑Driven Decision Making – Leverage operational data to uncover trends, measure improvements, and inform staffing and business strategy.

Essential Qualifications

• 5+ years of progressive experience in Customer Support, Contact Center, or a similar customer‑facing environment.
• 2+ years of people‑management experience, including coaching, performance management, and team development.
• Demonstrated success in improving support KPIs, service levels, and operational efficiency.
• Proficiency in workforce planning, scheduling, queue management, and capacity forecasting.
• Strong analytical mindset with a track record of using data to drive operational decisions.
• Experience managing high‑volume escalations and refining support processes.
• Excellent communication, problem‑solving, and cross‑functional collaboration skills.
• Ability to thrive in a fast‑paced, evolving environment while bringing structure to processes.

Preferred Qualifications

• Experience leading a high‑volume, multi‑channel support or contact center.
• Hands‑on experience with Zendesk or comparable support platforms.
• Familiarity with AI‑powered support tools, automation, self‑service portals, or quality assurance programs.
• Experience managing remote or distributed support teams.
• Background in SaaS, technology, fintech, or a related industry.

Skills & Competencies

• Strategic thinking with a focus on customer experience.
• Leadership that inspires, motivates, and retains top talent.
• Data literacy: ability to interpret dashboards, identify patterns, and translate insights into action.
• Project management: ability to juggle multiple initiatives and deliver results on time.
• Adaptability: thrive in a culture of rapid change and continuous improvement.
• Customer empathy: deep understanding of customer pain points and a passion for solving them.
• Technical curiosity: eagerness to learn new tools, platforms, and emerging technologies.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a senior manager, you will:

• Lead cross‑functional projects that shape product roadmaps and customer success strategies.
• Mentor junior managers and support leaders, building a pipeline of future leaders.
• Participate in executive‑level strategy sessions, influencing company‑wide decisions.
• Access continuous learning resources, including workshops, certifications, and industry conferences.
• Benefit from a culture that rewards initiative, innovation, and measurable impact.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, trust, and collaboration. Our culture is built on:

• Extreme Ownership – Every team member takes responsibility for outcomes and drives results.
• Transparent communication – Open channels across all levels ensure alignment and rapid feedback.
• Inclusive mindset – We celebrate diverse perspectives and encourage authentic voices.
• Continuous improvement – We embrace experimentation, learn from failures, and iterate quickly.
• Work‑life balance – Unlimited time off, flexible hours, and a focus on outcomes over hours.

Compensation & Benefits

We offer a competitive salary range of $75,000 – $100,000 CAD annually, commensurate with experience and expertise. In addition to base pay, you will receive:

• Remote work with flexible hours.
• Unlimited paid time off – no cap on vacation days.
• Comprehensive medical, dental, and vision coverage.
• Health and Wellness Spending Account – $3,000 annually to support your overall wellbeing.
• Healthcare spending account for out‑of‑pocket expenses.
• Employee Assistance Program (EAP) for mental health and well‑being support.
• Mentorship and professional development opportunities.
• Access to cutting‑edge tools and technologies that empower your work.

How to Apply

If you’re ready to lead a high‑impact support team, drive operational excellence, and shape the future of vehicle reimbursement solutions, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush’s Customer Support Operations Manager role.

Equal Opportunity Statement

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, ancestry, place of origin, color, ethnic origin, language, citizenship, creed, religion, gender identity, sexual orientation, age, marital status, physical or mental handicap, or financial ability.

We welcome applicants who require accommodations during the recruitment process. Please let us know how we can support you.