Senior Global Customer Care Manager – Lead Support Operations & Cross‑Functional Project Leadership at brighthush (Remote, Fuerteventura & Canary Islands)

About brighthush

brighthush is a forward‑thinking digital services powerhouse that blends cutting‑edge technology with a passion for people. With a global footprint that spans continents and a portfolio that ranges from cloud‑based HR solutions to AI‑driven customer experience platforms, we are redefining how businesses connect with their clients. Our mission is simple yet powerful: to empower organizations with tools that streamline operations, elevate employee engagement, and deliver exceptional customer journeys.

Located in the vibrant heart of the Canary Islands, brighthush offers a unique blend of a relaxed island lifestyle and a high‑energy, collaborative work environment. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a culture that values curiosity, innovation, and a relentless drive for excellence.

Why Join brighthush?

• Impactful Work: Your role will directly shape the experience of thousands of customers worldwide, ensuring they receive timely, empathetic, and effective support.
• Remote Flexibility: Work from the sunny shores of Fuerteventura or any other location in Spain – we trust you to deliver results from wherever you thrive.
• Growth & Development: We invest heavily in continuous learning, offering access to industry certifications, mentorship programs, and cross‑functional projects.
• Diverse Team: Collaborate with colleagues from different cultures, backgrounds, and expertise, fostering a rich, inclusive environment.
• Competitive Compensation: We offer a comprehensive package that includes base salary, performance bonuses, health benefits, and a generous vacation policy.

Key Responsibilities

As the Senior Global Customer Care Manager at brighthush, you will be the linchpin that ensures our customers receive world‑class support. Your day‑to‑day activities will include:

• Overseeing the end‑to‑end customer support lifecycle, from ticket intake to resolution, ensuring a seamless experience across all channels.
• Coordinating cross‑functional projects that enhance service delivery, such as implementing new features in our brighthush support platforms or optimizing support workflows.
• Mentoring and coaching a team of customer care agents, fostering a culture of continuous improvement and high performance.
• Analyzing support metrics (CSAT, NPS, first‑contact resolution) to identify trends, root causes, and opportunities for process enhancements.
• Collaborating with product, engineering, and sales teams to relay customer insights and influence product roadmap decisions.
• Developing and maintaining knowledge base articles, FAQs, and training materials to empower both customers and internal teams.
• Ensuring compliance with data protection regulations (GDPR) and internal security protocols.
• Representing brighthush at industry events, webinars, and customer conferences to showcase our commitment to service excellence.

Essential Qualifications

• Proven experience in a customer support or service management role (minimum 2 years).
• Strong leadership skills with a track record of managing and developing high‑performing teams.
• Excellent written and verbal communication in German; proficiency in English is highly desirable.
• Analytical mindset with the ability to interpret data and translate insights into actionable improvements.
• Familiarity with brighthush support platforms (e.g., ticketing systems) and CRM systems.
• Solid understanding of IT service management frameworks (ITIL, ISO 20000) is a plus.
• Experience in project coordination, including planning, execution, and stakeholder management.
• Strong problem‑solving skills and a customer‑centric attitude.

Preferred Qualifications

• Background in the technology or SaaS industry, especially in HR or workforce management solutions.
• Experience working in a remote or distributed team environment.
• Knowledge of Spanish language and culture, enhancing communication with local stakeholders.
• Certifications in customer experience management, project management (PMP, PRINCE2), or ITIL.
• Demonstrated ability to implement process automation (e.g., chatbots, AI triage) to improve support efficiency.

Key Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain top talent.
• Strategic Thinking: Visionary approach to aligning support operations with business goals.
• Data‑Driven Decision Making: Proficiency in using analytics tools to monitor performance and drive continuous improvement.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrives in a fast‑paced, evolving environment.
• Customer‑Obsessed: Deep empathy for customer pain points and a relentless drive to solve them.
• Technical Acumen: Comfortable navigating complex software ecosystems and troubleshooting technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As Senior Global Customer Care Manager, you will:

• Progress into senior leadership roles such as Director of Customer Experience or Head of Support.
• Lead cross‑departmental initiatives that shape the future of our product suite.
• Participate in executive‑level strategy sessions, gaining exposure to high‑impact decision making.
• Access a curated learning library, including courses on leadership, data analytics, and emerging technologies.
• Earn industry certifications through our partnership with leading training providers.
• Attend annual conferences and workshops, expanding your network and staying ahead of industry trends.

Work Environment & Culture at brighthush

Our culture is built on three pillars: Innovation, Collaboration, and Well‑Being. We encourage:

• Open dialogue and transparent decision making.
• Cross‑functional teamwork that breaks down silos.
• Work‑life balance, with flexible hours and a generous vacation policy.
• Health and wellness initiatives, including on‑site fitness classes and mental health support.
• Community engagement, such as volunteering events and sustainability projects.

Compensation & Benefits

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

• Base salary commensurate with market standards for the role.
• Performance‑based bonuses tied to team and individual KPIs.
• Health insurance covering medical, dental, and vision.
• Retirement savings plan with company matching.
• Paid time off: 25 days of vacation, 10 public holidays, and additional personal days.
• Professional development stipend and reimbursement for relevant certifications.
• Remote work stipend covering home office setup and internet costs.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to take the next step in your career and make a tangible impact on customer experiences worldwide? Submit your application through our careers portal or click the link below. We look forward to discovering how your passion and expertise can help brighthush continue to set the standard for customer care excellence.

Apply to this role at brighthush

Join brighthush – Where Your Voice Shapes the Future of Customer Experience

At brighthush, we don’t just provide solutions; we create lasting relationships. If you’re driven by a desire to help customers succeed, thrive in a dynamic environment, and grow alongside a global team, we want to hear from you. Apply today and become part of a company that values innovation, integrity, and the human touch.