Senior Director of Global Customer Support & Field Operations – Championing International Service Excellence, Innovation, and Customer‑Centric Growth at brighthush

About brighthush

brighthush is a forward‑thinking technology powerhouse that is redefining how businesses deliver exceptional customer experiences across the globe. With a portfolio that spans cutting‑edge software solutions, AI‑driven analytics, and industry‑leading hardware, brighthush empowers enterprises to transform their operations, streamline workflows, and unlock new growth opportunities. Our mission is simple: to create brighter, more efficient futures for our customers, partners, and employees alike.

Founded on a foundation of innovation, integrity, and inclusivity, brighthush has grown from a boutique start‑up to a global leader with a presence in over 30 countries. We pride ourselves on fostering a culture that celebrates curiosity, embraces diversity, and rewards bold thinking. Whether you’re a seasoned veteran or an ambitious newcomer, you’ll find a place at brighthush where your ideas can shape the future of customer support and field operations.

Role Overview

We are seeking an experienced, visionary Senior Director of Global Customer Support & Field Operations to spearhead the design, execution, and continuous improvement of our worldwide support ecosystem. In this role, you will lead a high‑performing team of support engineers, field technicians, and customer success managers, ensuring that every interaction—whether virtual or on‑site—delivers the brighthush promise of reliability, speed, and delight.

As a strategic partner to senior leadership, you will translate business objectives into scalable processes, leverage data to drive decision‑making, and cultivate a culture of continuous learning and operational excellence. Your influence will extend across multiple continents, shaping the future of how brighthush serves its customers and maintains its competitive edge.

Key Responsibilities

• Strategic Leadership: Craft and execute a global customer support strategy that aligns with brighthush’s vision, growth targets, and customer‑centric values. Lead the development of a multi‑tiered support model that balances in‑house expertise with outsourced capabilities to meet demand spikes.
• Team Building & Scaling: Recruit, mentor, and retain top talent across regions; design a tiered support model that balances in‑house expertise with outsourced capabilities to meet demand spikes.
• Process & Tool Optimization: Implement best‑in‑class support frameworks (e.g., ITIL, Six Sigma), automate routine tasks with AI and RPA, and integrate CRM, ticketing, and knowledge‑base systems for seamless workflows.
• Escalation Management: Own the escalation pipeline, ensuring rapid resolution of high‑impact incidents; collaborate with product, engineering, and security teams to root‑cause and prevent recurrence.
• Field Operations Oversight: Lead the global field service network, setting standards for on‑site diagnostics, repair, and maintenance; optimize routing, inventory, and resource allocation.
• Data‑Driven Decision Making: Build dashboards, KPIs, and reporting mechanisms to monitor service levels, customer satisfaction (CSAT, NPS), and operational efficiency.
• Stakeholder Collaboration: Partner with Sales, Marketing, Product, and Finance to align support initiatives with market demands and revenue goals.
• Compliance & Risk Management: Ensure adherence to regional regulations, data privacy laws, and industry standards; manage vendor contracts and SLAs.
• Continuous Improvement: Champion a culture of Kaizen, driving initiatives that reduce resolution time, lower costs, and elevate customer experience.
• Travel & Representation: Represent brighthush at industry events, customer meetings, and partner forums; travel 30‑40% of the time across key markets.

Essential Qualifications

• Minimum of 10 years of progressive experience in technical support, customer operations, or field service management.
• Proven track record of building, scaling, and leading global support teams in a fast‑paced, technology‑driven environment.
• Strong technical aptitude with hands‑on experience in software troubleshooting, network diagnostics, and hardware maintenance.
• Fluency in English (written and spoken); additional language proficiency is a plus.
• Experience working in or managing across multiple regions, preferably with a presence in Europe.
• Demonstrated ability to design and implement support models that balance cost, quality, and scalability.
• Excellent communication, negotiation, and stakeholder‑management skills.
• Proficiency with support tools such as Zendesk, ServiceNow, Jira Service Management, and knowledge‑base platforms.
• Experience with data analytics tools (Power BI, Tableau, or similar) to derive actionable insights.
• Strong understanding of compliance frameworks (GDPR, ISO 27001, SOC 2) and risk management practices.

Preferred Qualifications

• Background in the architecture, engineering, or construction technology sectors, with familiarity in Revit, AutoCAD, or similar design tools.
• Experience leading field operations for complex, high‑availability systems (e.g., data centers, industrial IoT).
• Knowledge of AI/ML applications in customer support, such as chatbots, predictive routing, and automated diagnostics.
• Prior exposure to agile product development cycles and cross‑functional collaboration.
• Advanced degree (MBA, MS in Engineering, or related field) or equivalent professional certifications (e.g., ITIL, Six Sigma Green Belt).

Skills & Competencies

• Strategic Vision: Ability to translate business goals into actionable support roadmaps.
• Operational Excellence: Mastery of process improvement methodologies and KPI management.
• Leadership & Coaching: Proven talent to inspire, develop, and retain high‑performing teams.
• Customer‑Obsessed Mindset: Deep empathy for end‑users and a relentless drive to exceed expectations.
• Analytical Thinking: Strong data literacy to uncover trends, diagnose issues, and recommend solutions.
• Adaptability: Comfortable navigating ambiguity, rapid change, and cross‑cultural dynamics.
• Communication: Clear, concise, and persuasive in both written and verbal formats.
• Technical Fluency: Comfortable with software, hardware, and network troubleshooting.
• Project Management: Skilled at leading multi‑disciplinary initiatives with tight deadlines.
• Ethical Judgment: Commitment to integrity, confidentiality, and regulatory compliance.

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 product roadmaps and customer‑success strategies.
• Mentor emerging leaders, fostering a pipeline of talent that drives brighthush’s long‑term vision.
• Participate in executive‑level strategy sessions, influencing company‑wide priorities.
• Access continuous learning programs, including leadership workshops, technical certifications, and industry conferences.
• Benefit from a global network of peers, enabling knowledge exchange across continents.

Work Environment & Company Culture

brighthush thrives on a culture that blends innovation with collaboration. Key attributes include:

• Remote‑First Flexibility: Work from anywhere in Europe while staying connected through virtual collaboration tools.
• Inclusive Community: A diverse workforce that values different perspectives and promotes belonging.
• Innovation Lab: Dedicated time and resources for experimentation, hackathons, and prototype development.
• Well‑Being Focus: Comprehensive wellness programs, mental health resources, and flexible work hours.
• Social Impact: Initiatives that give back to local communities, sustainability projects, and corporate social responsibility.

Compensation & Benefits

We offer a competitive total rewards package designed to attract, motivate, and retain top talent:

• Base Salary: €100,000 – €120,000 per year, commensurate with experience.
• Performance Bonus: Annual bonus tied to individual and company performance metrics.
• Equity: Eligible for stock‑option plans that align your success with brighthush’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your dependents.
• Retirement Plan: 401(k) with company match to secure your future.
• Paid Time Off: Generous vacation, sick leave, and personal days, plus company‑wide holidays.
• Professional Development: Reimbursement for certifications, courses, and conference attendance.
• Technology Stipend: Allowance for home‑office equipment and high‑speed internet.
• Travel Allowance: Coverage for business travel, including flights, accommodation, and per diem.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization that is reshaping the future of customer support and field operations. You’ll work alongside passionate, high‑energy professionals who are committed to excellence, innovation, and making a tangible impact on millions of customers worldwide. Your expertise will help us build resilient support systems that empower our clients to thrive in an increasingly digital world.

How to Apply

If you are ready to lead brighthush’s global support and field operations to new heights, we would love to hear from you. Submit your application through our careers portal and let’s explore how your vision and experience can shape the future of customer success.

We are an equal‑opportunity employer. brighthush celebrates diversity and is committed to creating an inclusive environment for all employees.