Senior Director, Global Customer Support & Experience – Architecting a World‑Class Support Ecosystem, Championing Customer Advocacy, and Driving Innovation at brighthush

About brighthush

In today’s hyper‑connected marketplace, the ability to collaborate seamlessly across borders is no longer a luxury—it’s a prerequisite for success. brighthush is at the forefront of this transformation, delivering a next‑generation SaaS platform that fuses AI‑powered insights with an intuitive, unified workspace. Our solution empowers teams in more than 190 countries to brainstorm, manage projects, and share knowledge in real time—all from a single, frictionless environment. We are more than a product; we are a movement that fuels creativity, drives productivity, and accelerates sustainable growth for organizations worldwide.

At brighthush, we believe that customer support is the heartbeat of product adoption, churn reduction, and revenue acceleration. Every interaction with a customer is a chance to learn, iterate, and elevate the experience. This philosophy is woven into our product roadmap, our engineering culture, and, most importantly, our support organization.

Role Overview

As the Senior Director of Global Customer Support & Experience, you will be the chief architect of a world‑class support organization that not only resolves issues but also anticipates needs, informs product strategy, and turns every interaction into a moment of delight. You will lead a global, distributed team, drive operational excellence, and embed a culture of continuous improvement and customer obsession. Your strategic vision will directly influence key metrics such as Net Promoter Score, churn, and revenue growth, while ensuring that every customer feels heard, valued, and empowered.

Key Responsibilities

Strategic Leadership & Vision

• Define a forward‑looking support strategy that aligns with brighthush’s business goals, prioritizing customer satisfaction, retention, and operational excellence.
• Translate vision into actionable plans and measurable outcomes, ensuring that every initiative is grounded in data and customer insight.
• Own the support roadmap and collaborate with executive leadership to embed support goals into the broader company strategy.
• Champion a customer‑centric mindset across all functions, ensuring that the voice of the customer is heard in product, engineering, and sales.

Team Building & Development

• Recruit, mentor, and scale high‑performing support teams across multiple regions, ensuring a diverse and inclusive workforce.
• Foster a culture of collaboration, accountability, and continuous learning, ensuring every team member feels empowered to grow.
• Champion career development pathways, coaching, and succession planning.
• Implement structured onboarding, performance reviews, and skill‑building programs that keep the team agile and motivated.

Operational Excellence

• Oversee day‑to‑day operations across all support channels (email, chat, phone, in‑app).
• Implement best practices, standard operating procedures, and quality assurance frameworks that guarantee timely resolution and consistent service quality.
• Drive process optimization to reduce cycle time and increase first‑contact resolution.
• Continuously audit workflows and refine escalation paths to maintain high service levels.

Data‑Driven Decision Making

• Own the definition, monitoring, and reporting of key metrics (response time, CSAT, NPS, ticket backlog, escalation rate).
• Use data to uncover trends, identify bottlenecks, and drive continuous improvement.
• Build dashboards and predictive models that inform strategic decisions.
• Champion a culture where data informs every decision, from daily operations to long‑term strategy.

Cross‑Functional Collaboration

• Partner closely with Customer Success, Product, Engineering, and Sales to champion the voice of the customer.
• Translate customer insights into product roadmap priorities and feature enhancements.
• Act as the bridge between frontline support and executive leadership, ensuring that support perspectives are represented in all major initiatives.

Process & Tool Optimization

• Design scalable workflows, implement automation, and curate knowledge resources that reduce friction and empower self‑service.
• Evaluate and integrate new support technologies to stay ahead of industry trends, including AI chatbots, predictive routing, and proactive outreach.
• Lead the adoption of cutting‑edge tools that streamline operations and enhance the customer experience.

Budget & Vendor Management

• Own the support budget, forecast resource needs, and manage relationships with third‑party vendors and technology partners.
• Ensure cost‑effective operations while maintaining high service levels and a strong return on investment.
• Negotiate contracts, monitor vendor performance, and drive continuous improvement in vendor relationships.

Escalation Management

• Lead the resolution of high‑impact incidents, ensuring transparent communication with stakeholders and swift remediation.
• Develop escalation playbooks and incident response protocols that protect the brand and maintain customer trust.
• Conduct post‑mortem analyses to capture lessons learned and prevent recurrence.

Innovation & Automation

• Drive initiatives around AI chatbots, predictive routing, proactive outreach, and other emerging technologies to enhance the customer journey and increase first‑contact resolution.
• Champion experimentation and rapid iteration to keep brighthush at the forefront of support innovation.

Talent & Culture

• Champion diversity, equity, and inclusion within the support organization.
• Create an environment where every team member can thrive, contribute, and feel valued.
• Promote psychological safety, open communication, and a growth mindset.
• Celebrate successes and learn from failures together.

Essential Qualifications

• Bachelor’s degree in Business, Computer Science, or a related field (or equivalent experience).
• 8+ years of progressive experience in customer support or service roles, with at least 3 years in a senior leadership capacity (manager, director, or senior director).
• Proven track record of building, scaling, and leading support teams in SaaS or high‑growth tech environments.
• Demonstrated success in driving operational excellence through data, metrics, and customer insights.
• Hands‑on experience with support technology stacks (CRM, ticketing, chat, analytics) such as brighthush, brighthush, or similar platforms.
• Exceptional leadership, communication, and interpersonal skills, with a knack for inspiring and developing talent.

Preferred Skills & Qualifications

• Advanced degree (MBA) or relevant certifications in customer experience, contact center management, or operations.
• Experience managing global or distributed support teams.
• Expertise in change management and leading through organizational transformation.
• Background in designing or scaling automation and self‑service tools (knowledge bases, chatbots).
• Familiarity with customer‑centric methodologies such as Voice of the Customer, Design Thinking, Lean, or Agile support practices.
• Strong cross‑functional influence skills, with a history of driving business outcomes through collaboration.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data Analytics & KPI Management
• Process Design & Continuous Improvement
• Talent Acquisition, Coaching & Retention
• Customer‑Centric Mindset & Empathy
• Change Management & Organizational Agility
• Technology Evaluation & Implementation
• Financial Acumen & Budget Stewardship
• Cross‑Functional Collaboration & Influence
• Communication & Storytelling

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a senior leader, you will:

• Gain exposure to executive decision‑making and strategic planning.
• Receive mentorship from our C‑suite and senior leaders.
• Participate in leadership development programs and industry conferences.
• Lead cross‑functional initiatives that shape the future of the company.
• Earn equity awards that align your success with brighthush’s growth.

Work Environment & Culture

brighthush is a fully remote‑first organization that values autonomy, accountability, and collaboration. Our culture is built on:

• Transparency – Open communication across all levels, with regular all‑hands meetings and transparent OKR tracking.
• Continuous Learning – A culture that encourages experimentation, rapid iteration, and knowledge sharing.
• Community – Regular virtual coffee chats, hackathons, and cross‑functional workshops that foster camaraderie and innovation.
• Well‑Being – Dedicated time for mental health, mindfulness sessions, and a generous wellness stipend.
• Impact – Every team member’s contribution is visible and directly tied to the success of millions of users worldwide.

Compensation & Benefits

We offer a competitive total rewards package that includes:

• Base salary in the range of $172,816 – $259,224 USD, depending on experience and location.
• Equity awards that align your success with the company’s growth.
• Health, dental, and vision insurance for you and your family.
• 401(k) plan with company match.
• Unlimited paid time off and flexible work arrangements.
• Comprehensive wellness program, including mental health resources and on‑site fitness options.
• Professional development stipend and access to industry events.
• Employee assistance program and life‑insurance benefits.

Travel & Remote Work

brighthush is a fully remote‑first organization, but we do host occasional in‑person events, team offsites, and product launches. You may be required to travel up to 10% of the time for company events, cross‑functional collaboration, or offsite workshops. All travel is fully reimbursed and scheduled well in advance to accommodate personal commitments.

Commitment to Inclusion

We are an equal opportunity employer. If you have a disability and would like a reasonable accommodation during the application or recruiting process, please let your recruiter know when you first connect. brighthush is registered as an employer in many states; however, certain locations may have restrictions. All role postings will specify location eligibility.

How to Apply

Ready to lead a world‑class support organization, drive measurable impact, and grow alongside a passionate team? We want to hear from you. Apply today and help shape the future of collaboration at brighthush.

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