Senior Customer Support Quality Manager – Championing Team Leadership, Process Optimization, and Customer Experience Excellence
About brighthush
brighthush is at the forefront of the e‑commerce and SaaS revolution, turning everyday customer interactions into powerful brand stories. With a fully distributed workforce that spans more than ten countries, we thrive on agility, collaboration, and an unwavering commitment to quality. Our data‑driven approach empowers brands to deliver seamless, personalized support that transforms first‑time buyers into lifelong advocates. If you’re passionate about elevating customer experiences, love turning data into action, and thrive in a fast‑paced, remote environment, brighthush is the place for you.
Why Join brighthush?
- Impact at Scale: Your work will directly influence the satisfaction of thousands of customers worldwide.
- Remote Flexibility: Work from anywhere, with flexible hours that fit your lifestyle.
- Growth & Development: Access to continuous learning, mentorship, and career advancement opportunities.
- Culture of Innovation: A collaborative, inclusive environment where your ideas shape the future of customer support.
- Competitive Compensation: Transparent, market‑aligned pay, plus performance bonuses and equity options.
Key Responsibilities
As the Senior Customer Support Quality Manager, you will be the guardian of our support excellence. Your day‑to‑day activities will include:
- Team Leadership: Lead, mentor, and inspire a high‑performing team of 8 customer support executives, fostering a culture of continuous improvement and accountability.
- Training & Development: Design, implement, and continuously refine training modules that embed best practices, brand voice, and empathy into every agent’s toolkit.
- Quality Assurance: Monitor ticket handling against SLA metrics, conduct quality reviews, and provide actionable feedback that drives measurable improvements.
- Process Improvement: Identify bottlenecks, propose automation or workflow enhancements, and champion a culture of continuous improvement across all support channels.
- Knowledge Base Management: Curate, update, and expand our internal knowledge base to reduce repeat inquiries and empower agents to resolve issues faster.
- Direct Support: Occasionally handle complex or high‑impact customer queries via email and chat to set the standard for excellence.
- Reporting & Analytics: Build dashboards, track KPIs, and present insights to senior leadership to inform strategy and resource allocation.
- Cross‑Functional Collaboration: Work closely with Product, Engineering, and Marketing to align support initiatives with product roadmaps and customer feedback loops.
Essential Qualifications
- Minimum 3+ years of experience in customer support, with at least 1 year in a supervisory or quality management role.
- Proven track record of leading remote or distributed support teams.
- Deep familiarity with web‑based support tools (e.g., Zendesk, Freshdesk, Intercom, or similar).
- Experience in SaaS environments, understanding of subscription models, and the nuances of technical support for cloud products.
- Strong analytical mindset: ability to interpret data, identify trends, and translate findings into actionable improvements.
- Excellent written communication skills, with a knack for clear, empathetic, and brand‑consistent messaging.
- Empathy and emotional intelligence: the ability to understand customer pain points and guide agents to deliver compassionate solutions.
- Adaptability: thrive in a dynamic environment where priorities shift rapidly.
- Proficiency in English (both written and spoken). Additional languages are a plus.
Preferred Qualifications
- Experience with AI‑driven support tools or chatbot integration.
- Background in data science or experience with SQL/Excel for advanced reporting.
- Knowledge of quality assurance frameworks such as Six Sigma or Lean.
- Previous exposure to international support operations and cross‑cultural team management.
- Sense of humor and a positive attitude that lifts team morale.
Core Skills & Competencies
- Leadership & Coaching
- Process Design & Optimization
- Quality Assurance & Compliance
- Data Analysis & KPI Management
- Customer‑Centric Mindset
- Problem‑Solving & Creativity
- Technical Proficiency (CRM, Helpdesk, Analytics Tools)
- Communication & Interpersonal Skills
- Time Management & Prioritization
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent. As a Senior Customer Support Quality Manager, you will:
- Progress to a Director of Customer Experience role, overseeing global support operations.
- Lead cross‑functional initiatives that shape product development and customer success strategies.
- Participate in leadership training programs, mentorship circles, and industry conferences.
- Access an internal learning hub featuring courses on AI, data analytics, and advanced customer service techniques.
- Opportunity to contribute to brighthush’s open‑source knowledge base and community forums.
Work Environment & Culture
Our team is small, tight‑knit, and highly collaborative. We celebrate diversity, encourage open dialogue, and value each member’s unique perspective. Remote work is the norm, but we also host quarterly virtual team‑building events and annual in‑person retreats to strengthen bonds. At brighthush, we champion work‑life balance, mental health, and continuous learning.
Compensation, Perks & Benefits
- Competitive hourly rate, commensurate with experience and market standards.
- Performance‑based bonuses tied to team metrics and customer satisfaction scores.
- Equity options to share in brighthush’s growth.
- Health, dental, and vision insurance (for eligible remote employees).
- Generous paid time off, including sick leave and personal days.
- Flexible work hours: you can choose any weekdays or weekends that fit your schedule.
- Monthly stipend for home‑office equipment and internet upgrades.
- Access to wellness programs, including virtual fitness classes and mental health resources.
How to Apply
We’re excited to hear from candidates who are ready to take the next step in their career. Please submit the following information in your application:
- Expected hourly rate.
- Number of hours available per week.
- Timezone and preferred schedule (e.g., 10 am EST to 2 pm EST).
- Earliest start date.
- Any additional skills or certifications you possess.
- Specific support software you have experience with.
Send your resume, cover letter, and a brief portfolio of any relevant training or quality improvement projects to [email protected]. We’ll review your application and reach out to schedule a conversation.
Join brighthush Today
If you’re a seasoned support professional with a passion for quality, a knack for leadership, and a desire to shape the future of customer experience, brighthush invites you to apply. Together, we’ll build support systems that delight customers, empower teams, and drive sustainable growth.
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