Senior Global Customer Experience & Service Management Lead – Strategic, Data‑Driven, Customer‑Centric Champion of Remote Operations Excellence, International Growth, and Innovative Support Solutions at brighthush

About brighthush

brighthush is a trailblazing technology company that has redefined how consumers and businesses discover and compare parcel delivery services across the UK, US, and Europe. With a user base that exceeds 5 million visitors annually, we empower shoppers and retailers alike to make smarter, cost‑effective shipping decisions. Our mission is simple: make every parcel journey transparent, efficient, and delightful.

We are more than a price‑comparison platform – we are a full‑stack logistics ecosystem. In 2026 we launched brighthush Pro, a cutting‑edge Transport Management System (TMS) that allows retailers to subscribe to our platform, manage their own carrier accounts, and orchestrate every aspect of their supply chain from a single dashboard. This SaaS offering is rapidly shifting our customer mix toward larger businesses and enterprise clients, creating new challenges and opportunities for the customer experience function.

Our culture is built on innovation, optimisation, and continuous improvement. We thrive on data‑driven decision making, automation, and a relentless focus on the customer. As a remote‑first organisation with 120+ employees spread across the globe, we value flexibility, autonomy, and a collaborative spirit that transcends time zones.

Why This Role Matters

As brighthush scales into new markets, the quality of our customer interactions will be the linchpin of our brand reputation and long‑term success. The Senior Customer Experience & Service Management Lead will spearhead the evolution of our support operations, ensuring that every consumer and business customer receives world‑class service, regardless of geography or channel.

Key Responsibilities

• Team Leadership & Development – Lead a network of team leaders who manage a 50‑strong remote customer service team. Set clear performance metrics, coach leaders on coaching techniques, and foster a culture of high performance under pressure.
• Cross‑Functional Collaboration – Partner with Customer Experience, QA, Product, Marketing, and Technology teams to align service delivery with product roadmaps, brand promises, and customer expectations.
• Process & Automation Design – Own the end‑to‑end design of support workflows. Identify bottlenecks, propose automation solutions, and champion continuous improvement initiatives that reduce response times and increase first‑contact resolution.
• Customer Feedback & Insight Engine – Aggregate and analyse NPS, CSAT, CES, and open‑ended feedback. Translate insights into actionable improvements for the support team and the broader product ecosystem.
• Service Quality & Metrics Governance – Define, monitor, and report on key service KPIs. Drive initiatives that improve NPS, reduce churn, and elevate overall customer satisfaction.
• Communication Strategy & Execution – Craft proactive communication plans for delivery updates, service disruptions, and issue resolutions. Ensure consistency across email, chat, SMS, and in‑app notifications.
• Vendor & Partner Relations – Liaise with courier partners (e.g., brighthush, brighthush, brighthush) to guarantee that carrier performance aligns with brighthush’s service standards and customer expectations.
• Innovation & New Service Development – Identify opportunities to introduce new tools, self‑service portals, or AI‑driven chatbots that enhance the customer journey. Work cross‑functionally to bring these ideas to market.
• Education & Knowledge Management – Oversee the creation of help centre content, FAQs, and how‑to guides that empower customers to resolve issues independently.
• Risk & Escalation Management – Establish a robust escalation framework that ensures critical issues are resolved swiftly and transparently.

Essential Qualifications

• Minimum 10 years of progressive experience in customer service, with at least 7 years in a managerial capacity overseeing large, distributed teams.
• Proven track record of leading high‑volume, high‑pressure support operations in a technology or logistics environment.
• Strong analytical mindset with experience using data to drive process improvements and service excellence.
• Exceptional communication skills – both written and verbal – in English.
• Demonstrated ability to make decisive, well‑judged decisions in fast‑moving, ambiguous contexts.
• Experience managing cross‑functional initiatives that span product, engineering, and marketing.
• Proficiency with customer service platforms (e.g., brighthush, brighthush) and familiarity with parcel tracking systems.
• Typing speed of at least 40 wpm and strong attention to detail.

Preferred Qualifications

• Background in the parcel delivery, logistics, or e‑commerce sector.
• Experience with SaaS or subscription‑based business models.
• Knowledge of TMS or supply‑chain management solutions.
• Experience in a remote‑first organization with a distributed workforce.
• Multilingual capabilities or experience working with international customer bases.

Core Skills & Competencies

• Leadership & Coaching – Inspire, mentor, and develop leaders who can manage diverse teams across time zones.
• Strategic Thinking – Translate business objectives into actionable service strategies.
• Problem‑Solving & Decision Making – Resolve complex escalations quickly while maintaining a calm, customer‑centric approach.
• Collaboration & Influence – Build strong relationships with stakeholders across the organization.
• Process & Automation Mindset – Continuously seek ways to streamline operations and reduce manual effort.
• Customer‑Obsessed Mindset – Deeply understand the needs of both consumer and B2B customers and champion their voice.
• Data‑Driven Decision Making – Leverage metrics and analytics to guide improvements.
• Tech Savvy – Comfortable navigating CRM, ticketing, and analytics tools.

Career Growth & Development

At brighthush, your career trajectory is as dynamic as our business. As the Senior Customer Experience & Service Management Lead, you will:

• Progress to a Director‑level role overseeing global customer experience across all touchpoints.
• Lead cross‑functional initiatives that shape product strategy and market expansion.
• Participate in executive leadership meetings, influencing company‑wide decisions.
• Access a robust learning ecosystem – from industry conferences to internal knowledge hubs.
• Mentorship from senior leaders who have built high‑performing teams in fast‑growth tech companies.

Work Environment & Culture

brighthush is a remote‑first, inclusive, and high‑energy workplace. We celebrate diversity, encourage autonomy, and reward results. Our culture is defined by:

• Transparent communication – weekly all‑hands, open‑door policy, and real‑time collaboration tools.
• Flexibility – work from anywhere, with a focus on output rather than hours.
• Continuous learning – internal workshops, external courses, and a generous learning stipend.
• Community – virtual coffee breaks, team‑building events, and cross‑department hackathons.
• Recognition – performance bonuses, spot awards, and public shout‑outs for outstanding contributions.

Compensation & Benefits

We offer a competitive base salary aligned with market benchmarks for senior leadership roles in the tech and logistics sectors. In addition:

• Performance‑based bonuses tied to team KPIs and company growth.
• Comprehensive health insurance, including medical, dental, and vision plans.
• Retirement savings plan with company match.
• Unlimited paid time off and flexible holiday policy.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Annual professional development budget for conferences, certifications, or courses.
• Equity or stock‑option program to share in brighthush’s long‑term success.

Ready to Make an Impact?

If you are a seasoned customer experience leader who thrives in a fast‑paced, remote environment and is eager to shape the future of logistics and e‑commerce, brighthush invites you to join our mission. Bring your passion for service excellence, your strategic mindset, and your drive to innovate, and help us deliver the most seamless parcel experience in the world.

Apply today and become a pivotal part of brighthush’s global journey.