Senior Director of Customer Support & Experience – Strategic Leadership in Telehealth Operations

About brighthush

brighthush is a trailblazing leader in the mental‑health technology space, dedicated to making high‑quality therapy accessible to anyone, anywhere. With a global community of over two million users, we combine cutting‑edge technology, licensed clinicians, and a data‑driven approach to deliver personalized care that fits into the rhythm of modern life. Our mission is simple yet profound: to remove barriers to mental health and empower people to live their best lives. As a remote‑first organization headquartered in New York City, we champion diversity, equity, inclusion, and belonging—values that guide every decision, product, and interaction.

Why Join brighthush?

At brighthush, you’ll be part of a purpose‑driven team that is reshaping the future of mental health. We invest in your growth, offer a competitive compensation package, and provide a culture that celebrates curiosity, collaboration, and continuous learning. If you’re passionate about improving lives, thrive in a fast‑paced environment, and want to lead a world‑class customer support organization, we want to hear from you.

Position Overview

As the Senior Director of Customer Support & Experience, you will be the strategic architect of our customer support function. You will lead a diverse team of support leaders, set the vision for service excellence, and partner with product, engineering, marketing, and clinical teams to shape the member journey. Your influence will extend beyond day‑to‑day operations to the very core of our business strategy, ensuring that every interaction reflects brighthush’s commitment to empathy, quality, and accessibility.

Key Responsibilities

• Strategic Leadership: Define and communicate a forward‑looking vision for customer support that aligns with brighthush’s business objectives and growth plans.
• Team Development: Recruit, mentor, and coach a high‑performing support leadership team; facilitate continuous learning and professional growth.
• Operational Excellence: Oversee daily support operations—ticket queues, call volumes, chat inquiries—ensuring seamless service delivery and adherence to SLAs.
• Process & Tool Optimization: Identify, implement, and refine support processes and technology stack (Zendesk, Intercom, Salesforce, etc.) to drive efficiency, scalability, and data integrity.
• Performance Management: Set clear KPIs (first response time, resolution time, CSAT, NPS), monitor performance, and develop data‑driven improvement plans.
• Budget Stewardship: Manage the annual support budget, including staffing, technology investments, and vendor contracts, maximizing ROI while maintaining high service standards.
• Escalation & Issue Resolution: Serve as the final escalation point for complex or sensitive member issues, ensuring swift, satisfactory outcomes.
• Customer Voice Champion: Lead the creation of bi‑annual Voice of the Customer (VoC) reports, translating insights into actionable product and process enhancements.
• Cross‑Functional Collaboration: Partner with product, engineering, and clinical teams to address systemic issues, influence roadmap decisions, and embed customer insights into product development.
• Continuous Improvement: Stay abreast of industry best practices, emerging technologies, and regulatory changes; proactively incorporate relevant innovations into the support strategy.
• Culture & Inclusion: Foster a team environment rooted in empathy, psychological safety, and a shared commitment to diversity, equity, inclusion, and belonging.

Essential Qualifications

• Bachelor’s degree in Business, Management, or a related field (or equivalent experience).
• 10+ years of progressive experience in customer‑facing support roles, with at least 3 years in a senior leadership capacity.
• Demonstrated success in building, scaling, and managing high‑performing support teams.
• Strong analytical mindset with proficiency in using data to drive decisions and optimize performance.
• Excellent written and verbal communication skills; ability to translate complex data into clear, actionable insights.
• Proficiency with support platforms such as Zendesk, Intercom, Salesforce, and familiarity with analytics tools.
• High emotional intelligence, empathy, and the capacity to handle difficult situations with patience and professionalism.
• Experience in the telehealth or broader healthcare industry is highly preferred.

Preferred Qualifications

• Advanced degree (MBA, MS in Healthcare Administration, etc.) or relevant certifications (e.g., Certified Customer Experience Professional).
• Experience leading support functions in a SaaS or subscription‑based business model.
• Track record of implementing customer‑centric strategies that improved CSAT/NPS scores.
• Knowledge of HIPAA, GDPR, and other privacy regulations relevant to healthcare support.
• Experience managing remote or distributed teams across multiple time zones.

Core Competencies & Skills

• Strategic Thinking & Visionary Leadership
• Operational Excellence & Process Improvement
• Data Analysis & KPI Management
• Team Building & Talent Development
• Stakeholder Management & Cross‑Functional Collaboration
• Customer Advocacy & Voice of the Customer
• Change Management & Adaptability
• Empathy, Emotional Intelligence, and Conflict Resolution
• Technology Savvy & Tool Integration

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As Senior Director, you will have the chance to shape the future of customer experience, influence product strategy, and mentor the next generation of leaders. We provide:

• Structured leadership development programs and mentorship from senior executives.
• Access to industry conferences, webinars, and training courses.
• Opportunities to cross‑functional projects that broaden your skill set.
• Clear pathways to executive roles such as Vice President of Customer Experience or Chief Customer Officer.

Work Environment & Culture

brighthush is a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our culture is built on:

• Transparency and open communication across all levels.
• A commitment to diversity, equity, inclusion, and belonging—ensuring every voice is heard.
• Continuous learning, with a focus on personal and professional growth.
• Regular virtual team events, wellness workshops, and community outreach initiatives.
• A supportive environment that encourages innovation, experimentation, and calculated risk‑taking.

Compensation & Benefits

We offer a competitive total rewards package that reflects your expertise and the value you bring to brighthush:

• Base Salary: $160,000 – $170,000 per year, commensurate with experience and qualifications.
• Performance Bonus: Annual bonus potential tied to individual and company performance metrics.
• Equity: Eligible for company stock options as part of the long‑term incentive plan.
• Health & Wellness: Comprehensive medical, dental, and vision coverage from day one.
• Financial Planning: 401(k) retirement savings plan with company match up to 4%.
• Pre‑Tax Benefits: Flexible Spending Accounts (HSA/FSA) and other tax‑advantaged options.
• Wellness Stipend: Monthly stipend to support mental and physical self‑care.
• Paid Time Off: Generous PTO policy, including sick leave and personal days.
• Remote Work Flexibility: Fully remote role with support for home‑office setup.
• Professional Development: Reimbursement for certifications, courses, and conferences.
• Employee Assistance Program: Confidential counseling and support services.
• brighthush Product Access: Free access to our therapy platform for you and a household member, plus discounts for friends and family.

How to Apply

If you are ready to lead a world‑class customer support organization, drive meaningful impact, and help millions of people access quality mental health care, we invite you to apply. Submit your resume and a cover letter that highlights your leadership achievements, data‑driven decision making, and passion for customer experience. Let’s build a brighter future together at brighthush.

Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage candidates from all backgrounds, including those with non‑traditional career paths, to apply. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.