Senior Global Customer Service Manager – Remote UK – Leading High‑Performance Customer Experience for Parcel Delivery & SaaS Solutions at brighthush

About brighthush

brighthush is the trailblazer in the parcel‑delivery ecosystem, connecting millions of shoppers and businesses to the most reliable, transparent, and cost‑effective shipping options worldwide. With a vibrant price‑comparison platform that attracts over 5 million visitors each year, we empower consumers to make smarter delivery choices while giving retailers a powerful, data‑driven way to manage logistics. Our fully remote workforce of more than 120 professionals spans every continent, and we are on a rapid expansion trajectory into the United States, Europe, and beyond.

In 2026 we launched brighthush Pro, a next‑generation Transport Management Solution (TMS) that enables retailers to ship directly from their own carrier accounts while still enjoying the full suite of analytics, automation, and customer‑support tools that our platform offers. This SaaS product has shifted our customer base toward larger enterprises, creating fresh challenges and exciting opportunities for our customer‑service teams.

Innovation is not a buzzword at brighthush – it is 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 brighthush is a Game Changer

Our mission is simple yet powerful: make parcel delivery smarter, faster, and more transparent for both everyday consumers and growing businesses. We do this by:

• Leveraging real‑time data to match parcels with the best carrier and route.
• Providing a single, unified dashboard that gives retailers full visibility into every shipment.
• Offering a self‑service knowledge base that reduces support tickets by 30% for our B2B clients.
• Investing in AI‑driven predictive analytics that anticipate delays and proactively notify customers.

Our remote‑first culture means you can 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 looking for 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.
• Champion a culture of psychological safety, encouraging team members to share ideas and challenge the status quo.

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.
• Act as the customer‑voice advocate in executive strategy sessions.

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.
• Develop dashboards that provide real‑time visibility into key metrics for all stakeholders.

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.
• Ensure compliance with industry standards and internal quality benchmarks.

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.
• Lead the creation of multilingual support content to serve our global customer base.

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.
• Collaborate with procurement to evaluate new partner opportunities and contract terms.

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.
• Stay ahead of industry trends and incorporate emerging technologies into the support stack.

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.
• Earn a spot on the brighthush Innovation Council, where you can propose and pilot new ideas.

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.
• Well‑being: Annual wellness stipend, mental‑health resources, and on‑site fitness classes for remote employees.

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.
• Remote‑work stipend to support home‑office setup.

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.