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

About brighthush

brighthush is a trailblazing cloud‑based human capital management (HCM) platform that empowers organizations worldwide to streamline workforce processes, elevate employee experience, and drive measurable business outcomes. With a footprint spanning North America, Europe, the Middle East, Africa, and the Asia Pacific, brighthush delivers a unified, continuous‑calculation engine that supports millions of users across a diverse array of industries. Our mission is simple yet powerful: Make Work Life Better™. We achieve this by placing people at the core of every solution, fostering a culture of relentless innovation, and building technology that evolves in tandem with the dynamic needs of modern workforces.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑moving SaaS organization that thrives on curiosity, collaboration, and an unwavering customer obsession. We celebrate diversity, champion 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 spearhead the transformation of our global customer support organization, ensuring a seamless, high‑quality experience for every client. This role blends 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, driving technology adoption, and cultivating 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. Translate business objectives into actionable support initiatives that elevate customer satisfaction and retention.
• Operational Excellence: Own end‑to‑end case management, including case ownership, prioritization, response, resolution, and closure. Implement best‑practice workflows that reduce cycle time and increase first‑contact resolution.
• Performance Management: Establish KPIs, governance, and operating rhythms that provide real‑time visibility into backlog, case aging, severity, and customer health. Use data dashboards to drive proactive decision‑making.
• Escalation & Service Recovery: Lead high‑impact escalations, develop recovery plans, and collaborate with Customer Success, Product, and Engineering to eliminate root causes. Champion a “service‑first” mindset across the organization.
• Talent Development: Build and coach a high‑performing team of managers and support agents, fostering a culture of accountability, empathy, and continuous learning. Design career pathways and succession plans that retain top talent.
• Process & Technology Innovation: Identify opportunities for automation, AI, self‑service, and knowledge management to reduce resolution time and improve customer effort. Pilot new tools and measure impact against defined success metrics.
• Cross‑Functional Collaboration: Partner with Planning, Talent Acquisition, Learning & Development, and Technology to align workforce capacity, skill coverage, and tool adoption. Ensure seamless handoffs between support, success, and product teams.
• Change Management: Drive organizational change initiatives, ensuring clear communication, stakeholder alignment, and measurable impact. Champion a culture of agility and continuous improvement.

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.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and translate it into actionable plans.
• Data‑Driven Decision Making: Proficiency in analytics tools and a knack for turning numbers into insights.
• Leadership & Coaching: Proven ability to inspire, mentor, and develop high‑performing teams.
• Customer‑Centric Mindset: Deep empathy for customers and a relentless drive to exceed expectations.
• Change Agility: Comfortable leading through ambiguity and driving adoption of new processes.
• Collaboration: Strong cross‑functional partnership skills and the ability to influence without authority.
• Technical Acumen: Familiarity with CRM, ticketing systems, AI/ML tools, and workflow automation platforms.

Career Growth & Learning Opportunities

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

• Lead a global support organization that spans multiple time zones and cultures.
• Shape the future of customer experience strategy and drive industry‑leading innovations.
• Collaborate with executive leadership on strategic initiatives that influence the entire organization.
• Access to continuous learning programs, including leadership development, technical certifications, and industry conferences.
• Opportunity to mentor emerging leaders and contribute to brighthush’s talent pipeline.

Work Environment & Culture

brighthush thrives on a culture that values curiosity, collaboration, and customer obsession. Our work environment is:

• Inclusive & Diverse: We celebrate differences and believe that diverse perspectives drive innovation.
• Flexible: Remote‑first with flexible hours to support work‑life balance.
• Innovative: A sandbox for experimentation where new ideas are tested and scaled.
• Transparent: Open communication channels and regular town halls keep everyone aligned.
• Supportive: A strong emphasis on mental health, well‑being, and professional growth.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards and experience.
• Performance‑based bonuses tied to individual, team, and company goals.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, parental leave, and flexible work arrangements.
• Well‑being stipend, mental health resources, and access to wellness programs.
• Professional development budget and tuition reimbursement.
• Regular team‑building events, hackathons, and community service opportunities.

How to Apply

If you are ready to lead a global customer support organization that is redefining the HCM landscape, we want to hear from you. Submit your application through our careers portal or click the link below to explore this exciting opportunity further.

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Join brighthush and Make Work Life Better™

At brighthush, you’ll have the chance to shape the future of customer experience, drive meaningful change, and build a career that matters. If you are a visionary leader with a passion for people, technology, and continuous improvement, we invite you to apply today and help us create a brighter future for work worldwide.