Senior Director of Customer Support & Experience – Driving Excellence in Global Support Operations for Innovative Financial Services at brighthush

About brighthush

brighthush is a forward‑thinking investment and advisory firm that fuels the next generation of high‑growth companies. With a portfolio spanning fintech, healthtech, AI, and sustainability, we partner with founders, investors, and portfolio companies to unlock strategic capital, operational expertise, and market access. Our culture is built on analytical rigor, client‑centric thinking, and a relentless commitment to long‑term relationships. As we expand our footprint across the globe, we are looking for a visionary leader to elevate our customer support function to new heights.

Role Overview

The Senior Director of Customer Support & Experience will be a full‑time, remote executive responsible for designing, scaling, and optimizing the customer support ecosystem across all client segments—advisory clients, portfolio companies, and investors. This role blends strategic leadership with hands‑on execution, ensuring that every interaction reflects brighthush’s dedication to service excellence, data‑driven improvement, and proactive problem‑solving.

Why This Role Matters

In a world where the customer experience can make or break a brand, the support function is the frontline of trust and satisfaction. At brighthush, we recognize that our clients—whether they are early‑stage founders or seasoned investors—rely on us for timely, accurate, and empathetic assistance. By leading this critical function, you will directly influence client retention, brand perception, and the overall success of our portfolio.

Key Responsibilities

• Strategic Leadership – Develop and execute a comprehensive support strategy that aligns with brighthush’s mission, growth objectives, and evolving client needs.
• Team Building & Development – Recruit, mentor, and retain a high‑performing, distributed support team. Foster a culture of continuous learning, accountability, and collaboration.
• Process & Tool Optimization – Design scalable workflows, implement cutting‑edge support tools (ticketing, knowledge base, chat, AI assistants), and streamline escalation paths to reduce resolution time.
• Data‑Driven Decision Making – Own the collection, analysis, and reporting of support metrics (CSAT, NPS, first‑response time, resolution time, ticket volume). Translate insights into actionable improvements.
• Cross‑Functional Collaboration – Partner with Product, Operations, Investment, and Marketing teams to address technical inquiries, feature feedback, and client pain points.
• Quality Assurance – Establish and enforce service standards, conduct regular audits, and implement best practices to maintain consistent, high‑quality support.
• Escalation Management – Lead the resolution of complex, high‑impact issues, ensuring timely communication with stakeholders and mitigating risk.
• Reporting & Stakeholder Communication – Present performance dashboards, trend analyses, and improvement plans to senior leadership and board members.
• Client Advocacy – Champion the client voice within brighthush, ensuring that support insights inform product development, investment strategy, and overall business decisions.

Essential Qualifications

• 10+ years of progressive experience in customer support, customer success, or related customer‑facing roles, with at least 5 years in a leadership capacity.
• Proven track record of building and scaling support operations in fast‑paced, high‑growth environments.
• Deep understanding of support metrics, analytics, and continuous improvement methodologies (e.g., Six Sigma, Kaizen).
• Experience managing distributed or remote teams, with a strong focus on culture, engagement, and performance.
• Excellent written and verbal communication skills, with the ability to translate complex technical issues into clear, client‑friendly language.
• Strong analytical mindset, capable of interpreting data to uncover trends, root causes, and opportunities.
• Background in financial services, fintech, venture capital, or a related high‑growth industry is highly desirable.
• Bachelor’s degree in Business, Communications, Computer Science, or a related field (MBA or advanced degree preferred).

Preferred Qualifications

• Experience with enterprise‑grade support platforms (e.g., Zendesk, Freshdesk, ServiceNow) and knowledge base systems.
• Familiarity with AI‑driven support solutions, chatbots, and automated ticket routing.
• Prior exposure to investor relations or portfolio company support in a venture‑capital context.
• Demonstrated ability to influence cross‑functional teams and drive organization‑wide change.
• Strong project management skills, with a history of delivering initiatives on time and within budget.

Skills & Competencies

• Leadership & Vision – Inspire teams, set clear goals, and cultivate a culture of ownership.
• Customer‑Centric Mindset – Prioritize client needs, anticipate challenges, and deliver exceptional experiences.
• Analytical Proficiency – Leverage data to drive decisions, forecast trends, and measure impact.
• Technical Acumen – Understand the technology stack, troubleshoot complex issues, and collaborate with engineering.
• Communication & Influence – Articulate vision, negotiate priorities, and build consensus across departments.
• Adaptability & Resilience – Thrive in dynamic environments, manage ambiguity, and pivot strategies as needed.
• Process Orientation – Design, document, and refine processes to maximize efficiency and quality.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the markets we serve. As Senior Director, you will:

• Lead cross‑functional initiatives that shape the future of our client experience strategy.
• Collaborate with senior leadership on portfolio‑wide projects, gaining exposure to investment decisions, product launches, and market expansion.
• Participate in executive‑level strategy sessions, influencing the direction of brighthush’s global operations.
• Access continuous learning resources, including industry conferences, leadership workshops, and mentorship programs.
• Earn performance‑based bonuses, equity participation, and recognition for driving measurable impact.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and quarterly all‑hands meetings.
• Collaborative tools (Slack, Zoom, Notion) that foster real‑time communication.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• A culture that values transparency, experimentation, and continuous improvement.
• Commitment to diversity, equity, and inclusion—ensuring every voice is heard and valued.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive package that includes:

• Base salary commensurate with industry standards for senior leadership roles.
• Performance‑based bonuses tied to team and company metrics.
• Equity or phantom equity options to align your success with brighthush’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off, including personal days, sick leave, and a generous holiday schedule.
• Professional development stipend and access to industry conferences.
• Wellness benefits such as gym memberships, mental health support, and wellness stipends.
• Remote work stipend covering home office setup, internet, and utilities.

How to Apply

If you are a seasoned customer support leader who thrives on building scalable, data‑driven operations and delivering world‑class client experiences, we want to hear from you. Please submit your resume, a cover letter detailing your relevant achievements, and any portfolio or case studies that showcase your impact.

Ready to shape the future of customer support at brighthush? and join a team that is redefining the intersection of finance, technology, and client service.