Senior Global Customer Service Manager – Remote UK – Championing Exceptional Parcel Delivery & SaaS Customer Experience at brighthush

About brighthush

brighthush stands at the forefront of the parcel‑delivery landscape, proudly serving more than 5 million visitors annually on our price‑comparison platform. With a fully remote workforce of over 120 talented professionals spread across the globe, we are rapidly expanding into the United States and Europe. Our mission is simple yet powerful: make parcel delivery smarter, faster, and more transparent for both everyday consumers and growing businesses.

In 2026 we launched brighthush Pro, a next‑generation Transport Management Solution (TMS) that empowers retailers to ship on their own carrier accounts while managing every aspect of logistics through our platform. This SaaS offering has shifted our customer mix toward larger businesses and enterprise clients, creating fresh challenges and exciting opportunities for our customer‑service teams.

Innovation is not just a buzzword at brighthush – it’s a daily practice. We obsess over optimisation, automation, and continuous process improvement. If you thrive in a fast‑paced, data‑driven environment and want to shape the future of logistics technology, brighthush is the place for you.

Why Join brighthush

At brighthush, you’ll be part of a culture that rewards curiosity, experimentation, and measurable impact. Our remote‑first model gives you the freedom to work from anywhere while staying connected to a vibrant, collaborative community. We celebrate diversity, champion work‑life balance, and invest heavily in the professional growth of every team member.

Role Overview

We are seeking an experienced Senior Global Customer Service Manager to lead our worldwide, remote customer‑service organization. You will manage a network of team leaders who oversee a 50‑strong team, drive service quality, and elevate the experience for both consumer and business customers as we expand internationally.

This is a high‑pressure, high‑impact role that demands decisive leadership, sharp analytical thinking, and the ability to navigate competing priorities across multiple time zones. You will serve as the bridge between frontline staff, product, engineering, marketing, and partner teams, ensuring that every customer interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

Team Leadership & Development

• Lead and mentor a network of team leaders who manage a 50‑person remote customer‑service team.
• Set clear performance expectations, conduct regular coaching sessions, and foster a culture of high performance under pressure.
• Implement succession planning and talent development programs to build a resilient leadership pipeline.

Cross‑Department Collaboration

• Partner with Customer Experience, QA, Product, Marketing, and Technology teams to optimise the customer journey.
• Translate frontline insights into actionable process improvements, automation initiatives, and product enhancements.
• Facilitate regular cross‑functional workshops to align on priorities and metrics.

Customer Feedback & Data Analysis

• Collect, analyse, and report on customer feedback from surveys, reviews, and support tickets.
• Identify pain points, trend patterns, and opportunities for service enhancement.
• Use data to drive decisions on resource allocation, training needs, and process changes.

Service Quality & Metrics

• Track key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Set ambitious yet realistic targets and hold teams accountable for meeting them.
• Implement continuous improvement cycles to sustain high service levels.

Communication Strategy & Customer Education

• Develop and refine communication plans for delivery updates, service disruptions, and issue resolutions.
• Collaborate with content teams to create self‑service resources (how‑to guides, FAQs, video tutorials).
• Measure the impact of educational initiatives on ticket volume and customer satisfaction.

Vendor & Partner Relationship Management

• Maintain strong relationships with key courier partners to ensure service quality aligns with customer expectations.
• Negotiate service level agreements (SLAs) and monitor partner performance.
• Act as the primary point of contact for escalated partner‑related issues.

Innovation & Service Expansion

• Identify opportunities to introduce new tools, services, or processes that enhance the customer experience.
• Lead cross‑functional teams to prototype, test, and launch innovations.
• Champion a culture of experimentation and rapid iteration.

Essential Qualifications

• Minimum of 10 years of customer‑service experience, with at least 7 years in a managerial role overseeing large teams (40–50+ direct reports).
• Proven track record of operating successfully in fast‑paced, high‑volume, high‑pressure environments.
• Strong decision‑making skills, with the ability to make rapid, well‑judged calls in a dynamic setting.
• Demonstrated experience in process improvement, optimisation, or automation initiatives.
• Excellent communication skills, both written and verbal, with a diplomatic approach to conflict resolution.
• Fluent in English (written and spoken). Additional languages are a plus.
• Typing speed of at least 40 words per minute.
• Experience serving both consumer and business customers is highly desirable.
• Familiarity with customer‑service platforms and parcel‑tracking systems is preferred.

Preferred Qualifications

• Background in the parcel delivery, logistics, or e‑commerce sector.
• Experience managing remote, distributed teams across multiple time zones.
• Knowledge of SaaS product delivery and enterprise‑level customer support.
• Data‑analysis skills, with proficiency in Excel, SQL, or BI tools.
• Experience with agile methodologies and continuous improvement frameworks.

Skills & Competencies

• Leadership & Coaching: Ability to inspire, develop, and retain high‑performing teams.
• Strategic Thinking: Visionary mindset to align customer‑service goals with business objectives.
• Problem‑Solving: Strong analytical skills to diagnose complex issues and implement effective solutions.
• Collaboration: Natural collaborator who thrives in cross‑functional environments.
• Process & Automation Mindset: Passion for continuous improvement and automation.
• Customer‑Centricity: Deep commitment to delivering outstanding service to both consumer and B2B audiences.
• Communication: Clear, concise, and persuasive communication across all levels.
• Organisational Skills: Exceptional ability to manage multiple priorities in a fast‑moving context.
• Data‑Driven Decision Making: Proficiency in using metrics to guide strategy and measure impact.
• Tech‑Savvy: Comfortable with CRM, ticketing, and analytics tools.

Career Growth & Learning Opportunities

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

• Shape the future of our customer‑service strategy and influence product direction.
• Lead cross‑functional initiatives that span technology, marketing, and operations.
• Mentor the next generation of leaders and build a high‑performance culture.
• Participate in executive‑level strategy sessions and decision‑making forums.
• Access continuous learning programs, including leadership workshops, industry conferences, and technical training.

Work Environment & Company Culture

brighthush is a remote‑first, inclusive, and collaborative workplace. We value:

• Flexibility: Work from anywhere with a reliable internet connection.
• Transparency: Open communication channels and regular town‑hall meetings.
• Innovation: A culture that rewards experimentation and data‑driven decision making.
• Diversity & Inclusion: A commitment to building a team that reflects the communities we serve.
• Work‑Life Balance: Flexible hours and a focus on outcomes rather than hours logged.

Compensation & Benefits

We offer a competitive base salary commensurate with experience, complemented by performance‑based bonuses. In addition, you will receive:

• Comprehensive health insurance (medical, dental, vision).
• Company‑matched pension scheme.
• Generous paid time off and flexible holiday policy.
• Professional development budget and access to online learning platforms.
• Annual wellness stipend and mental‑health resources.
• Equity options as part of our long‑term incentive program.

How to Apply

If you are ready to lead a high‑performing customer‑service team, drive innovation, and shape the future of global parcel delivery, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the ideal fit for brighthush.

Join us and be part of a company that is redefining the logistics landscape, one customer experience at a time.