Senior Director of Customer Support & Experience – AI‑Enabled SaaS Solutions

About brighthush

brighthush is a forward‑thinking SaaS company that empowers businesses to unlock the full potential of their data through intelligent, cloud‑native solutions. With a global footprint and a commitment to innovation, we help our customers streamline operations, enhance decision‑making, and drive sustainable growth. Our culture is built on curiosity, collaboration, and a relentless focus on delivering exceptional value to our clients. As we expand our customer‑success footprint, we’re looking for a visionary leader who can elevate the support experience to new heights.

Why This Role Matters

In the fast‑moving world of SaaS, the quality of customer support can be the single most decisive factor between a satisfied user and a churned account. The Senior Director of Customer Support & Experience will shape the way brighthush interacts with its customers, ensuring that every touchpoint is seamless, proactive, and data‑driven. By marrying people, process, and technology—especially AI‑enabled tools—you’ll create a support ecosystem that not only resolves issues quickly but also anticipates needs, drives adoption, and fuels revenue growth.

Key Responsibilities

• Strategic Leadership: Define the vision, goals, and KPIs for the entire Customer Support organization. Translate business objectives into actionable plans that align with brighthush’s growth strategy.
• Team Development: Recruit, coach, and mentor a high‑performing team of support managers and agents. Foster a culture of accountability, continuous learning, and customer advocacy.
• Operational Excellence: Oversee day‑to‑day support operations, ensuring that SLAs, ticket volumes, and resolution times meet or exceed industry benchmarks.
• Escalation Management: Act as the senior escalation point for complex or high‑impact customer issues. Own the communication loop, drive root‑cause analysis, and implement corrective actions.
• Process & Tool Optimization: Lead initiatives to streamline workflows, automate repetitive tasks, and integrate AI‑powered chatbots, knowledge bases, and analytics dashboards.
• Customer Advocacy: Build strong relationships with key accounts, gather feedback, and translate insights into product and service enhancements.
• Cross‑Functional Collaboration: Partner with Product, Engineering, Sales, Finance, and Professional Services to ensure a unified customer experience across all touchpoints.
• Governance & Compliance: Ensure that support practices comply with contractual obligations, data privacy regulations, and internal governance standards.
• Thought Leadership: Represent brighthush at industry events, user groups, and conferences. Share best practices and stay ahead of emerging support trends.

Essential Qualifications

• 10+ years of progressive experience in customer support, success, or professional services within a SaaS or technology environment.
• Proven track record of building and scaling high‑performing support teams, with a focus on coaching and career development.
• Deep understanding of support metrics (CSAT, NPS, MTTR, FCR) and the ability to translate data into actionable improvements.
• Hands‑on experience with AI‑enabled support platforms, chatbots, knowledge‑management systems, and automation tools.
• Strong analytical mindset: proficiency in Excel, Power BI, or similar analytics tools.
• Excellent communication and stakeholder‑management skills, with the ability to influence senior leadership and external partners.
• Experience managing complex escalations and driving cross‑functional resolution.
• Integrity, judgment, and a collaborative leadership style that empowers teams.
• Knowledge of public‑sector or property‑tax software is a plus.

Preferred Skills & Competencies

• Advanced proficiency in Microsoft 365, PowerPoint, and Copilot for creating compelling presentations and dashboards.
• Experience with ticketing platforms such as Zendesk, ServiceNow, or Freshservice.
• Familiarity with AI‑powered customer support technologies, including generative AI and workflow automation.
• Strong project‑management skills and the ability to juggle multiple initiatives simultaneously.
• Passion for continuous improvement and a data‑driven approach to problem solving.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Director, you’ll:

• Lead cross‑functional initiatives that shape product roadmaps and customer‑success strategies.
• Mentor emerging leaders and participate in executive‑level strategy sessions.
• Access a robust learning ecosystem, including certifications in AI, data analytics, and leadership development.
• Benefit from a culture that rewards innovation, experimentation, and bold ideas.

Work Environment & Culture

brighthush thrives on a culture of transparency, agility, and inclusivity. Our remote‑first model means you can work from anywhere while staying connected through weekly all‑hands meetings, virtual coffee chats, and collaborative tools. We celebrate diversity, encourage open dialogue, and reward those who bring fresh perspectives to the table.

Compensation & Benefits

We offer a competitive salary range of $120,000 – $130,000 per year, complemented by:

• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision insurance plans.
• 401(k) matching and a generous paid‑time‑off policy.
• Unlimited learning budget for courses, conferences, and certifications.
• Flexible work hours and a fully remote work setup.
• Annual wellness stipend and access to mental‑health resources.

How to Apply

If you’re ready to lead a world‑class support organization, champion AI‑driven customer success, and help brighthush set new industry standards, we want to hear from you. Submit your resume and a brief cover letter outlining your vision for the future of customer support.

Join brighthush Today

Become part of a company that’s redefining how businesses interact with data. Your expertise will shape the customer experience, drive retention, and unlock new revenue streams. Apply now and help us build a support ecosystem that’s as innovative and customer‑centric as our products.