Senior Customer Support Team Lead – Technical Support Operations & Leadership for a Distributed SaaS Network Security Platform at brighthush

About brighthush

brighthush is on a bold mission to transform the way people and devices connect worldwide. By delivering a secure, zero‑trust networking layer that works flawlessly on any device, operating system, or network, we empower teams—from hobbyists and small businesses to Fortune‑500 enterprises—to collaborate safely and effortlessly. Founded in 2019, brighthush operates entirely in a distributed model, fostering a culture that prizes autonomy, continuous learning, and an unwavering focus on customer delight. Backed by leading venture capital partners, we are building the next generation of Internet infrastructure, making the web as simple, reliable, and safe as it once was.

Why brighthush?

• Fully Remote, Distributed Team: Work from anywhere in the world and collaborate with a global, high‑performing squad.
• Influence at Scale: Shape product, engineering, and customer experience across a rapidly growing SaaS platform.
• Competitive Total Compensation: Base salary, equity, and performance incentives that reward your impact.
• Generous Benefits: Comprehensive health, vision, dental, parental leave, and a flexible PTO policy that supports work‑life balance.
• Continuous Learning & Growth: Dedicated budget for courses, conferences, mentorship, and internal mobility.
• Inclusive Culture: Celebrate diverse voices, foster collaboration, and champion psychological safety.

Role Overview

We are seeking a dynamic Customer Support Team Lead who will serve as both a hands‑on engineer and a strategic coach. You will manage a high‑performing squad of 8–10 Support Engineers, ensuring they deliver world‑class technical assistance while growing their own expertise. Reporting directly to the VP of Customer Engineering, you will shape the support strategy, drive process excellence, and act as the voice of the customer across the organization.

Key Responsibilities

• Team Leadership & Development: Onboard, mentor, and coach 8–10 Support Engineers. Conduct regular 1:1s, performance reviews, and career development plans. Foster a culture of continuous improvement and knowledge sharing.
• Operational Excellence: Oversee daily support operations, ensuring SLA/SLO adherence for response and resolution times. Implement best practices for ticket triage, escalation, and resolution.
• Escalation Management: Serve as the internal escalation point for complex technical issues and challenging customer interactions. Resolve high‑impact incidents and drive root‑cause analysis.
• Strategic Alignment: Partner with the VP of Customer Engineering to align team goals with the broader product roadmap and company objectives.
• Process & Tooling Improvement: Collaborate with Support and CX Operations to refine workflows and enhance internal tools such as Jira, Incident.io, Kapa.ai, and PagerDuty. Automate repetitive tasks and improve data visibility.
• Quality Assurance: Perform regular QA reviews on tickets to maintain technical accuracy, brand voice, and compliance with internal standards.
• Data‑Driven Insights: Analyze support metrics (CSAT, TTR, TTR, NPS, first‑contact resolution) to identify trends, uncover opportunities, and present actionable recommendations to leadership.
• Customer Advocacy: Represent the customer’s perspective in cross‑functional meetings, ensuring that product and engineering decisions reflect real‑world usage and pain points.
• Knowledge Management: Build and maintain a living knowledge base, FAQs, and troubleshooting guides that empower both customers and the support team.
• Team Culture & Well‑Being: Promote a positive, inclusive, and high‑energy environment. Organize virtual team building, hackathons, and learning sessions.

Essential Qualifications

• 5+ years of experience in technical customer support or engineering, with at least 2 years in a leadership or mentorship capacity.
• Strong technical background in networking, cloud infrastructure, or SaaS platforms. Experience with zero‑trust security concepts is a plus.
• Proven track record of managing high‑volume support operations and meeting or exceeding SLA/SLO targets.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Hands‑on troubleshooting skills: ability to diagnose complex issues, reproduce bugs, and provide clear, actionable guidance.
• Experience with ticketing systems (Jira Service Management, Zendesk, Freshservice) and incident management tools (PagerDuty, Opsgenie).
• Data‑driven mindset: comfortable with metrics, dashboards, and turning data into insights.
• Strong organizational and project management skills—capable of juggling multiple priorities in a fast‑paced environment.
• Self‑starter who thrives in a distributed, autonomous setting.

Preferred Qualifications

• Background in cybersecurity, zero‑trust networking, or related domains.
• Experience with AI‑powered support tools (e.g., Kapa.ai) and knowledge of natural language processing.
• Certifications such as CompTIA Security+, CCNA, or similar.
• Previous experience in a high‑growth SaaS company or startup.
• Fluency in multiple languages, especially English and Spanish.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning feedback into action.
• Problem‑Solving: Analytical thinker who can dissect complex technical issues and devise elegant solutions.
• Collaboration: Comfortable working cross‑functionally with product, engineering, sales, and marketing.
• Adaptability: Thrive in a rapidly evolving environment and pivot quickly when priorities shift.
• Communication: Clear, concise, and persuasive communicator—both in writing and in conversation.
• Process Orientation: Strong focus on process improvement, automation, and quality assurance.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by your ambition and performance. As a Team Lead, you will:

• Progress to senior leadership roles such as Director of Customer Engineering or VP of Customer Success.
• Gain exposure to product strategy, engineering roadmaps, and executive decision‑making.
• Participate in mentorship programs, internal workshops, and industry conferences.
• Leverage a generous learning budget to pursue certifications, advanced courses, or specialized training.
• Collaborate with global teams, building a network of peers across continents.

Work Environment & Culture at brighthush

Our distributed model means you can work from anywhere—whether that’s your home office, a co‑working space, or a café in a different city. We provide the tools and trust you need to deliver high‑quality work while maintaining a healthy work‑life balance. Our culture is built on:

• Autonomy: You own your projects and decisions, with clear accountability and support from leadership.
• Continuous Learning: We invest in your growth—courses, conferences, and internal knowledge sharing are part of the daily routine.
• Inclusivity: Diverse perspectives are celebrated, and every voice is heard.
• Collaboration: Regular virtual town halls, cross‑team hackathons, and informal coffee chats keep us connected.
• Customer‑First Mindset: Every decision is measured against the impact on our users.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates and your experience.
• Equity options that allow you to share in the company’s long‑term success.
• Performance‑based bonuses tied to team and company goals.
• Comprehensive health, vision, and dental coverage.
• Parental leave and flexible PTO to support your personal life.
• Unlimited vacation policy—trust us to manage your workload responsibly.
• Wellness stipend for gym memberships, meditation apps, or other self‑care initiatives.
• Annual team retreats and virtual social events to strengthen bonds.

How to Apply

If you’re ready to lead a high‑impact support team, shape the future of secure networking, and thrive in a distributed, growth‑oriented environment, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Let’s build the next generation of Internet security together at brighthush.