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

Welcome to brighthush – Where Customer Journeys Become Legendary

At brighthush, we’re not just a tech company; we’re a global movement that reimagines how businesses connect with their customers in the digital era. With a presence that spans North America, Europe, and Asia, we deliver cloud‑based HR solutions, AI‑powered customer experience platforms, and next‑generation workforce management tools that empower organizations to streamline operations, elevate employee engagement, and craft unforgettable customer journeys.

Our headquarters sit in the vibrant heart of the Canary Islands, where the azure sea meets a culture of creativity, collaboration, and relentless curiosity. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a work environment that blends the relaxed island lifestyle with high‑energy, results‑driven teamwork. We thrive on diversity, innovation, and a shared commitment to excellence.

Why brighthush is the Place to Accelerate Your Career

• Impactful Work: Your leadership will shape the experience of thousands of customers worldwide, ensuring they receive timely, empathetic, and effective support that drives brand loyalty.
• Remote Flexibility: Work from the sunny shores of Fuerteventura, any location in Spain, or from your preferred home office—our culture is built on trust and results.
• Growth & Development: We invest heavily in continuous learning, offering industry certifications, mentorship programs, and cross‑functional projects that broaden your skill set.
• Diverse Team: Collaborate with colleagues from different cultures, backgrounds, and expertise, fostering a rich, inclusive environment that sparks creativity.
• Competitive Compensation: We provide 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, you will be the linchpin that ensures our customers receive world‑class support. Your day‑to‑day activities will include:

• End‑to‑End Support Lifecycle Management: Oversee ticket intake, triage, resolution, and follow‑up across all channels—email, chat, phone, and social media—to guarantee a seamless experience.
• Cross‑Functional Project Leadership: Coordinate initiatives that enhance service delivery, such as implementing new features in our support platforms, optimizing workflows, and integrating AI‑driven triage tools.
• Team Mentorship & Coaching: Lead, develop, and inspire a high‑performing team of customer care agents, fostering a culture of continuous improvement, knowledge sharing, and professional growth.
• Data‑Driven Insight Generation: Analyze support metrics (CSAT, NPS, first‑contact resolution, average handle time) to identify trends, root causes, and opportunities for process enhancements.
• Stakeholder Collaboration: Partner with product, engineering, and sales teams to relay customer insights, influence product roadmap decisions, and ensure alignment with business objectives.
• Knowledge Management: Develop and maintain knowledge base articles, FAQs, and training materials that empower both customers and internal teams.
• Compliance & Security Oversight: Ensure adherence to data protection regulations (GDPR, CCPA) and internal security protocols, safeguarding customer information.
• Brand Representation: Represent brighthush at industry events, webinars, and customer conferences, showcasing our commitment to service excellence and thought leadership.

Essential Qualifications

• Proven Experience: Minimum 2 years in a customer support or service management role, preferably in a global or SaaS environment.
• Leadership Excellence: Demonstrated ability to manage, develop, and retain high‑performing teams, with a track record of coaching and performance improvement.
• Communication Mastery: Excellent written and verbal communication in German; fluency in English is highly desirable to engage with international stakeholders.
• Analytical Acumen: Strong analytical mindset with the ability to interpret data, identify patterns, and translate insights into actionable improvements.
• Technical Familiarity: Experience with support platforms (ticketing systems, CRM) and a solid understanding of IT service management frameworks (ITIL, ISO 20000).
• Project Coordination: Proven experience in planning, executing, and managing cross‑functional projects, including stakeholder management and risk mitigation.
• Problem‑Solving Skills: Ability to diagnose complex issues, propose solutions, and drive resolution while maintaining a customer‑centric focus.

Preferred Qualifications

• Industry Background: Experience in the technology or SaaS sector, especially in HR or workforce management solutions.
• Remote Team Experience: Demonstrated success working in a remote or distributed team environment.
• Spanish Language & Culture: Knowledge of Spanish language and local culture to enhance communication with regional stakeholders.
• Certifications: PMP, PRINCE2, ITIL, or customer experience management certifications.
• Automation Expertise: Proven ability to implement process automation (chatbots, AI triage) to improve support efficiency.

Key Skills & Competencies

• Leadership & Coaching: Inspire, develop, and retain top talent while fostering a culture of accountability and continuous improvement.
• Strategic Thinking: Align support operations with broader business goals, anticipating future needs and scaling solutions accordingly.
• Data‑Driven Decision Making: Leverage analytics tools to monitor performance, identify gaps, and drive evidence‑based improvements.
• Communication: Articulate complex ideas clearly and persuasively across all levels of the organization.
• Adaptability: Thrive in a fast‑paced, evolving environment, quickly pivoting to address emerging challenges.
• Customer‑Obsessed: Deep empathy for customer pain points and a relentless drive to solve them.
• Technical Acumen: Comfortable navigating complex software ecosystems, troubleshooting technical issues, and collaborating with engineering teams.

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.