Senior Customer Support Operations Manager – Global Leadership, Strategic Customer Experience, and Team Excellence at brighthush

About brighthush

brighthush is a trailblazing global human capital management (HCM) powerhouse that delivers a unified, cloud‑native platform to help organizations around the world transform their workforce experience. With a mission to empower people and businesses through intelligent technology, brighthush has become a trusted partner for Fortune 500 companies, mid‑market leaders, and emerging startups alike. Our culture is built on innovation, collaboration, and a relentless focus on customer success. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic, inclusive environment where your ideas can shape the future of work.

Why Join brighthush?

At brighthush, you’ll be part of a high‑impact team that drives the customer experience for millions of users worldwide. We champion a remote‑first model that gives you the flexibility to work from anywhere in the United States while staying connected to a vibrant community of experts. Our commitment to professional growth, continuous learning, and work‑life balance means you’ll thrive both personally and professionally.

Position Overview

We are seeking an experienced Senior Customer Support Operations Manager to lead our global support organization. In this role, you will shape strategy, drive operational excellence, and cultivate a culture of empathy and innovation. You will partner with cross‑functional teams—including Product, Engineering, Sales, and Marketing—to ensure that every customer interaction reflects brighthush’s commitment to quality, speed, and delight.

Key Responsibilities

• Strategic Leadership: Design and execute a comprehensive support strategy that aligns with brighthush’s business objectives and customer success goals.
• Team Management: Build, mentor, and inspire a high‑performing global support team of 50+ agents, managers, and specialists across multiple time zones.
• Operational Excellence: Implement best practices in ticket routing, knowledge base management, and workflow automation to reduce resolution time and increase first‑contact resolution rates.
• Escalation Management: Own the escalation process, ensuring timely resolution of high‑impact incidents and proactive communication with stakeholders.
• Data‑Driven Decision Making: Develop and monitor key performance indicators (KPIs) such as CSAT, NPS, average handle time, and churn, using data to drive continuous improvement.
• Cross‑Functional Collaboration: Partner with Product, Engineering, and Sales to surface customer insights, influence roadmap decisions, and create seamless handoffs.
• Process Innovation: Champion the adoption of new technologies (e.g., AI chatbots, self‑service portals) to enhance the support experience.
• Compliance & Quality Assurance: Ensure adherence to industry standards, data privacy regulations, and internal quality guidelines.
• Budget & Resource Planning: Manage the support budget, forecast staffing needs, and optimize resource allocation.
• Culture & Engagement: Foster a culture of continuous learning, recognition, and psychological safety within the support organization.

Essential Qualifications

• 15+ years of progressive experience in customer support, with a minimum of 10 years in a leadership capacity.
• 4+ years managing global support operations, including experience with multi‑language and multi‑region teams.
• Bachelor’s degree in Business, Management, Computer Science, or a related field (MBA or advanced degree preferred).
• Proven track record of building scalable support processes that improve customer satisfaction and operational efficiency.
• Strong analytical mindset with proficiency in data analysis tools (Excel, SQL, Tableau, or similar).
• Exceptional communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Experience with modern support platforms (Zendesk, Freshdesk, ServiceNow, or similar) and CRM systems.
• Fluency in English; additional language proficiency is a plus.

Preferred Qualifications

• Experience in the SaaS or HCM industry, particularly with cloud‑native platforms.
• Certifications in Customer Experience (CX), Six Sigma, or ITIL.
• Background in data science or machine learning applied to customer support.
• Demonstrated success in leading change management initiatives.
• Experience with remote workforce management and distributed team dynamics.

Core Competencies & Skills

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Translate business goals into actionable support strategies.
• Customer Empathy: Deep understanding of customer pain points and the ability to advocate for them internally.
• Data‑Driven Decision Making: Leverage metrics to identify trends, diagnose issues, and recommend improvements.
• Problem Solving: Resolve complex escalations with creative, customer‑centric solutions.
• Communication: Articulate ideas clearly across technical and non‑technical audiences.
• Project Management: Lead cross‑functional projects from conception to launch.
• Adaptability: Thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Support Operations Manager, you will have the opportunity to:

• Progress to Director of Customer Success or VP of Customer Experience.
• Lead global initiatives that shape the future of support technology.
• Participate in executive leadership meetings and influence company strategy.
• Access to continuous learning resources, including leadership development programs, industry conferences, and a generous tuition reimbursement plan.
• Mentorship from seasoned leaders across the organization.

Work Environment & Culture

brighthush embraces a remote‑first culture that values flexibility, autonomy, and collaboration. Our team members enjoy:

• Fully flexible work schedules that accommodate personal commitments.
• Regular virtual town halls, hackathons, and team‑building events.
• A culture of psychological safety where every voice is heard.
• Access to cutting‑edge tools and technologies that empower you to do your best work.
• Commitment to diversity, equity, and inclusion, with ongoing initiatives to foster an inclusive workplace.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary range: USD 116,000 – 181,300 per year, commensurate with experience.
• Performance‑based annual bonus potential.
• Equity options as part of the long‑term incentive plan.
• 401(k) plan with company matching.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Parental leave policy that supports new parents and caregivers.
• Wellness stipend for gym memberships, mental health resources, and wellness apps.
• Professional development budget for courses, certifications, and conferences.
• Employee referral program with attractive rewards.

How to Apply

Ready to take the next step in your career and help shape the future of customer support at brighthush? Click the link below to submit your application and join a team that values innovation, impact, and growth.

Apply to brighthush

Join brighthush – Where Your Expertise Meets Unlimited Possibilities

As a Senior Customer Support Operations Manager, you will be at the forefront of delivering world‑class support experiences to a global customer base. Your leadership will shape the way millions of users interact with our platform, ensuring that every touchpoint is seamless, efficient, and delightful. If you are a strategic thinker, a data‑driven problem solver, and a passionate advocate for customer success, we want to hear from you. Apply today and become a pivotal part of brighthush’s journey to redefine the future of work.