Senior Global Customer Service Manager – Championing Operational Excellence, Customer Experience Innovation, and High‑Performance Team Leadership at brighthush

About brighthush

brighthush is more than a logistics platform; it is a catalyst for the future of global commerce. From its humble beginnings as a price‑comparison engine, brighthush has evolved into a full‑stack logistics ecosystem that empowers retailers, brands, and enterprises to orchestrate shipping, tracking, and fulfillment from a single, cloud‑native dashboard. Our flagship product, brighthush Pro, gives users the ability to manage carrier relationships, automate shipping workflows, and gain real‑time visibility into every parcel, all while keeping costs transparent and predictable.

Operating in a remote‑first world, brighthush thrives on agility, innovation, and a culture of continuous improvement. With more than 120 talented professionals scattered across North America, Europe, and Asia, we deliver world‑class service to over 5 million visitors each year. As we expand our footprint into the United States, Europe, and beyond, we are on the lookout for visionary leaders who can scale our customer‑service function without compromising the high standards our users expect.

At brighthush, we believe that exceptional customer experience is the engine of sustainable growth. We invest heavily in data‑driven insights, automation, and cross‑functional collaboration to turn every interaction into an opportunity for delight. If you are passionate about building high‑performing teams, shaping service strategy, and driving measurable impact, we want you on our team.

Role Overview

As the Senior Global Customer Service Manager, you will be the linchpin that connects our customer‑service, customer‑experience, and quality assurance teams. You will lead a network of team leaders who manage a 50‑strong remote workforce, ensuring that every customer interaction—whether with a consumer or a business client—delivers the brighthush promise of speed, reliability, and transparency.

In this high‑velocity, high‑pressure environment, you will make decisive, data‑driven decisions, champion process improvements, and collaborate with product, marketing, and technology partners to align every touchpoint with customer expectations. Your influence will shape the future of our service model as we transition from a consumer‑centric platform to a B2B and enterprise‑focused SaaS offering.

Key Responsibilities

• Team Leadership & Development – Manage a network of team leaders who oversee a 50‑person remote customer‑service squad. Set clear performance expectations, coach leaders to build high‑energy, high‑performance cultures, and foster continuous learning.
• Cross‑Department Collaboration – Partner with Customer Experience, QA, Product, Marketing, and Technology to co‑create customer‑journey maps, automate workflows, and embed service‑centric thinking into every product release.
• Customer Feedback & Insight Management – Own the collection, analysis, and reporting of NPS, CSAT, CES, and other feedback channels. Translate insights into actionable improvement plans that reduce friction and increase loyalty.
• Service Quality & Metrics – Define, track, and optimize key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer effort score. Use data dashboards to surface trends and drive continuous improvement.
• Communication Strategy – Design and roll out proactive communication plans for delivery updates, service disruptions, and resolution timelines. Ensure messaging is consistent, clear, and aligned with brand voice.
• Process & Automation Initiatives – Lead the identification and implementation of automation opportunities (e.g., AI‑powered chatbots, self‑service portals) that reduce manual effort and improve service speed.
• Vendor & Partner Relations – Liaise with major courier partners to negotiate service levels, monitor performance, and resolve escalations that impact customer experience.
• Customer Education & Enablement – Champion the creation of self‑service content (how‑to guides, FAQs, video tutorials) that empowers customers to solve common issues independently.
• Strategic Planning & Execution – Contribute to the development of the global customer‑service strategy, aligning it with brighthush’s growth objectives and product roadmap.

Essential Qualifications

• Minimum of 10 years of progressive customer‑service experience, with at least 7 years in a managerial capacity overseeing large, distributed teams.
• Proven track record of delivering measurable improvements in service quality, customer satisfaction, and operational efficiency.
• Experience in fast‑paced, high‑volume environments where rapid decision‑making and adaptability are critical.
• Strong analytical mindset: ability to interpret data, identify root causes, and recommend evidence‑based solutions.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• High typing speed (≥ 40 wpm) and proficiency with customer‑service platforms such as brighthush, brighthush, or similar.
• Diplomatic, customer‑focused demeanor with a passion for building relationships and resolving conflicts.
• Experience in logistics, e‑commerce, or parcel‑delivery sectors is highly desirable but not mandatory.

Preferred Qualifications

• Experience managing B2B and enterprise customer portfolios, understanding the nuances of larger‑scale service expectations.
• Background in SaaS product launches or scaling customer‑support operations for a global tech company.
• Hands‑on experience with process‑automation tools (e.g., brighthush, brighthush) and data‑visualization platforms (e.g., brighthush, brighthush).
• Knowledge of regulatory compliance and data‑privacy standards in the logistics industry.
• Prior exposure to remote‑first team management, including asynchronous communication best practices.

Core Skills & Competencies

• Leadership & Coaching – Inspire, mentor, and develop leaders who can drive high performance in a distributed environment.
• Strategic Thinking – Translate business objectives into actionable service strategies that scale with growth.
• Decision‑Making Under Pressure – Make timely, well‑judged decisions in a dynamic, high‑stakes setting.
• Collaboration & Influence – Build strong cross‑functional relationships and influence stakeholders across product, marketing, and technology.
• Process Optimization – Identify bottlenecks, champion automation, and implement continuous improvement cycles.
• Customer‑Centric Mindset – Deep empathy for both consumer and business customers, with a focus on delivering delight at every touchpoint.
• Data‑Driven Analysis – Leverage metrics and dashboards to monitor performance, diagnose issues, and validate improvements.
• Tech Savvy – Comfortable navigating CRM, ticketing, and analytics tools; quick to adopt new technologies that enhance service.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our business. As a senior leader, you will:

• Progress into executive roles such as Head of Customer Experience or Chief Customer Officer, shaping the overall customer‑centric strategy.
• Lead cross‑departmental initiatives that influence product development, marketing, and operations.
• Participate in global leadership forums, industry conferences, and innovation workshops.
• Access a robust learning ecosystem: online courses, mentorship programs, and internal knowledge hubs that keep you at the forefront of customer‑service best practices.
• Contribute to brighthush’s open‑source community and thought leadership, publishing whitepapers and speaking at industry events.

Work Environment & Culture

brighthush thrives on a culture of autonomy, collaboration, and continuous improvement. Key cultural pillars include:

• Remote‑First Flexibility – Work from anywhere with a reliable internet connection; no commute, no office politics.
• Data‑Driven Decision‑Making – Every strategy is backed by analytics, ensuring transparency and accountability.
• Innovation & Experimentation – We encourage calculated risk‑taking; failed experiments are learning opportunities.
• Inclusive & Diverse Workforce – We celebrate diverse perspectives and foster an environment where every voice is heard.
• Well‑Being & Work‑Life Balance – Flexible hours, mental‑health resources, and regular wellness initiatives keep our team energized.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive base salary complemented by performance‑based bonuses. Our comprehensive benefits package includes:

• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Well‑being stipend for gym memberships, meditation apps, or wellness retreats.
• Regular virtual team‑building events and occasional in‑person retreats.

Why Join brighthush?

When you join brighthush, you become part of a mission to transform the logistics industry. You will:

• Lead a high‑impact team that directly shapes the customer experience for millions of users.
• Drive innovation that reduces friction, increases efficiency, and sets new industry standards.
• Collaborate with world‑class engineers, product managers, and data scientists.
• Enjoy a flexible, remote‑first work model that respects your personal life.
• Benefit from a culture that rewards curiosity, resilience, and results.

We are looking for leaders who are not only experienced but also passionate about creating a culture of excellence. If you thrive in a fast‑moving, data‑driven environment and want to make a tangible difference, we encourage you to apply today.

How to Apply

Ready to take the next step in your career? Submit your resume and a cover letter that highlights your leadership achievements, customer‑centric initiatives, and how you would elevate brighthush’s global service operations.

We look forward to exploring how your expertise can help us deliver unparalleled service to our customers worldwide.