Senior Customer Support Team Lead – Technical Product & Service Excellence, Remote, Full‑Time, 5+ Years Experience

About brighthush

At brighthush, we’re redefining the way people connect with expert advice. Our cutting‑edge platform empowers professionals to offer fee‑based guidance across a spectrum of communication channels—video, chat, voice, and more—while ensuring a seamless, secure, and engaging experience for users worldwide. As a fast‑growing player in the information technology space, brighthush is committed to innovation, inclusivity, and delivering measurable value to both our clients and our community.

Our mission is simple: to democratize access to high‑quality expertise by building scalable marketplaces that make it effortless for anyone to find, book, and benefit from professional advice. Whether you’re a seasoned consultant or a budding entrepreneur, brighthush provides the tools, support, and infrastructure you need to thrive.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience:

• Impactful Work: Your decisions directly influence the quality of support our users receive, shaping the overall customer experience.
• Growth Opportunities: We champion internal mobility, offering clear pathways from team lead to senior leadership roles.
• Collaborative Culture: Our remote-first environment encourages cross‑functional collaboration, knowledge sharing, and a sense of belonging.
• Continuous Learning: From technical certifications to soft‑skill workshops, we invest in your professional development.
• Competitive Compensation: A generous salary range, performance bonuses, and a comprehensive benefits package keep you rewarded.

Key Responsibilities

As the Customer Support Team Lead at brighthush, you will be the linchpin that ensures our support operations run smoothly, efficiently, and with a customer‑centric focus. Your day‑to‑day responsibilities will include:

• Escalation Management: Resolve high‑priority tickets, coordinate with cross‑functional teams, and ensure timely, accurate resolution.
• Queue Health Monitoring: Analyze ticket volume, response times, and agent performance metrics to maintain optimal service levels.
• Team Coaching & Development: Mentor, train, and empower a diverse group of support agents, fostering a culture of continuous improvement.
• Process Improvement: Identify bottlenecks, propose automation solutions, and refine SOPs to enhance efficiency.
• Reporting & Analytics: Generate weekly and monthly dashboards for senior leadership, highlighting trends, KPIs, and actionable insights.
• On‑Call Rotation: Participate in a structured weekend on‑call schedule, ensuring 24/7 coverage for critical incidents.
• Travel & Stakeholder Engagement: Attend bi‑annual industry conferences and client meetings to stay abreast of market trends and gather feedback.
• Compliance & Quality Assurance: Uphold data privacy standards, especially when handling sensitive or adult content, and maintain high quality of service.

Essential Qualifications

We’re looking for a seasoned professional who brings a blend of technical acumen, leadership prowess, and a passion for customer success. The ideal candidate will:

• Have a minimum of 5 years of customer support experience in a technical product environment.
• Possess at least 1 year of proven people‑management experience, ideally leading a team of 10+ agents.
• Demonstrate strong written and verbal communication skills, with the ability to articulate complex technical concepts to non‑technical stakeholders.
• Be comfortable handling adult or sensitive content in a professional, respectful manner.
• Show proficiency in Zendesk (or equivalent ticketing systems) and a willingness to adopt new tools.
• Have a track record of using data to drive decisions—experience with metrics such as CSAT, NPS, first‑response time, and resolution time.
• Be adept at coaching, mentoring, and fostering a high‑performing team culture.
• Be a self‑starter who thrives in a remote, fast‑paced environment.

Preferred Qualifications

While not mandatory, the following attributes will set you apart:

• Experience in the information technology or SaaS industry, especially with marketplace or advisory platforms.
• Background in adult content moderation or compliance with industry regulations.
• Knowledge of automation tools (e.g., Zapier, Workato) and scripting languages (Python, JavaScript) for process optimization.
• Previous involvement in on‑call rotation design and incident management frameworks (ITIL, DevOps).
• Fluency in additional languages beyond English.

Skills & Competencies

Success in this role requires a blend of technical, interpersonal, and strategic skills:

• Technical Proficiency: Deep understanding of support platforms, ticketing workflows, and data analytics.
• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Analytical Thinking: Translate metrics into actionable improvement plans.
• Communication: Clear, concise, and empathetic communication across all levels.
• Problem‑Solving: Rapidly diagnose issues, coordinate cross‑functional fixes, and implement preventive measures.
• Thrive in a dynamic environment with evolving priorities.
• Place the user experience at the core of every decision.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Team Lead, you’ll have access to:

• Leadership development programs that prepare you for senior roles such as Director of Customer Experience or Head of Support.
• Cross‑functional projects that expose you to product, engineering, and marketing teams.
• Mentorship from senior executives who share their insights and career journeys.
• Annual learning stipend for courses, certifications, or conferences.
• Opportunities to contribute to product roadmap discussions, ensuring customer feedback drives innovation.

Work Environment & Company Culture

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

• Inclusivity: A diverse workforce that respects and celebrates differences.
• Open Communication: Regular town halls, Q&A sessions, and an open‑door policy with leadership.
• Work‑Life Balance: Generous paid time off, flexible scheduling, and a focus on mental well‑being.
• Innovation: A culture that encourages experimentation, rapid prototyping, and learning from failure.
• Initiatives that give back to the community, such as mentorship programs for underrepresented groups.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, motivate, and retain top talent:

• Base Salary: USD 85,000 – 110,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus tied to team and company performance metrics.
• 401(k) Matching: Up to 4% company match.
• Health & Wellness: Comprehensive medical, dental, and vision plans, plus a wellness stipend.
• Paid Time Off: Generous PTO policy, including sick leave and personal days.
• Retirement Plan: Company‑sponsored retirement savings options.
• Professional Development: Annual learning stipend, conference travel, and certification reimbursements.
• Remote Work Perks: Home office allowance, high‑speed internet stipend, and ergonomic equipment support.
• Employee Recognition: Quarterly awards, spot bonuses, and a culture of celebrating wins.

How to Apply

Ready to take the next step in your career and lead a high‑impact support team at brighthush? Click the link below to submit your application and join a company that values innovation, customer obsession, and personal growth.

Apply to this role at brighthush

Closing Statement

At brighthush, we’re not just building a platform; we’re creating a community where expertise meets accessibility. If you’re a seasoned support professional with a passion for leading teams, driving process excellence, and delivering world‑class customer experiences, we want to hear from you. Join us, and help shape the future of advisory marketplaces.