Senior Customer Support Operations Manager – Global SaaS & Cloud HCM Leadership

About brighthush

brighthush is a leading cloud‑based human capital management (HCM) platform that empowers organizations worldwide to streamline workforce processes, enhance employee experience, and drive business outcomes. With a presence in North America, Europe, the Middle East, Africa, and the Asia Pacific, brighthush delivers a unified, continuous‑calculation engine that supports millions of users across diverse industries. Our mission is simple: Make Work Life Better™. We do this by putting people at the center of every solution, fostering a culture of innovation, and building technology that adapts to the evolving needs of modern workforces.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fast‑moving SaaS organization that values curiosity, collaboration, and customer obsession. We celebrate diversity, encourage continuous learning, and reward high performance with competitive compensation, comprehensive benefits, and a flexible work environment. Whether you’re a seasoned leader or an emerging talent, brighthush offers a platform for growth, impact, and purpose.

Position Overview

The Senior Customer Support Operations Manager will lead and transform the global customer support organization, ensuring a seamless, high‑quality experience for every client. This role is a blend of strategic vision, operational excellence, and people leadership. You will own key metrics such as NPS, service levels, backlog, and escalation rates, while building scalable processes, technology adoption, and a culture of continuous improvement.

Key Responsibilities

• Strategic Leadership: Define the long‑term vision for customer support, aligning with brighthush’s product roadmap and global service strategy.
• Operational Excellence: Own end‑to‑end case management, including case ownership, prioritization, response, resolution, and closure.
• Performance Management: Establish KPIs, governance, and operating rhythms that provide real‑time visibility into backlog, case aging, severity, and customer health.
• Escalation & Service Recovery: Lead high‑impact escalations, develop recovery plans, and collaborate with Customer Success, Product, and Engineering to eliminate root causes.
• Talent Development: Build and coach a high‑performing team of managers and support agents, fostering a culture of accountability, empathy, and continuous learning.
• Process & Technology Innovation: Identify opportunities for automation, AI, self‑service, and knowledge management to reduce resolution time and improve customer effort.
• Cross‑Functional Collaboration: Partner with Planning, Talent Acquisition, Learning & Development, and Technology to align workforce capacity, skill coverage, and tool adoption.
• Change Management: Drive organizational change initiatives, ensuring clear communication, stakeholder alignment, and measurable impact.

Essential Qualifications

• 15+ years of progressive experience in customer support, SaaS operations, or technical support.
• 10+ years of leadership experience, including managing multi‑level teams across global regions.
• 4+ years of global customer support operations leadership, partnering with senior leaders to deliver operational and customer service excellence.
• Deep knowledge of case management, queues, backlog, escalations, SLAs, NPS, quality, and workforce capacity.
• Proven track record of leading large‑scale support operations in a SaaS or complex contact center environment.
• Strong analytical skills with the ability to translate data into actionable strategies.
• Experience driving operational improvement, organizational change, or transformation initiatives.
• Excellent communication and stakeholder management skills, with a history of influencing senior leaders.
• Bachelor’s degree in Business, Computer Science, or a related field.

Preferred Qualifications

• MBA or advanced degree.
• Experience leading global, multi‑skill support organizations in a SaaS or technical support context.
• Demonstrated success in using automation, AI, or process redesign to improve customer and employee experience.Apply for this job