Senior Global Customer Support Leadership Executive – Tier 1‑3 Operations, Escalation Management, Customer Success Champion, Strategic Innovation & Team Development – Remote UK (brighthush)

About brighthush

brighthush is not just a technology firm; it is a global movement redefining how the world safeguards its most valuable digital assets. With a portfolio that spans cryptographic identity solutions, AI‑driven threat detection, and zero‑trust architecture, we empower governments, financial institutions, and Fortune 500 enterprises to secure every digital touchpoint. Operating in more than 30 countries, brighthush thrives on curiosity, collaboration, and relentless innovation. If you are ready to shape the next wave of secure digital experiences, this is the place for you.

Why This Role Matters

In the fast‑moving world of cyber‑security, the customer experience is a critical differentiator. Our enterprise clients rely on us to keep their data safe, their operations running, and their reputations intact. As the Senior Global Customer Support Leadership Executive, you will be the linchpin that connects our cutting‑edge products to the people who use them every day. Your leadership will directly influence customer satisfaction scores, renewal rates, and the overall success of our global support organization. You will become the voice that translates technical excellence into tangible business value.

Your Day‑to‑Day Impact

• Strategic Vision: Translate brighthush’s mission into actionable support strategies that align with business goals.
• Hands‑On Leadership: Coach, mentor, and inspire a diverse team of Tier 1‑3 support engineers across multiple time zones.
• Operational Excellence: Drive continuous improvement initiatives that reduce ticket resolution times and elevate service quality.
• Customer Champion: Serve as the voice of the customer within product, engineering, and executive circles.
• Data‑Driven Decision Making: Leverage analytics to uncover trends, forecast demand, and inform resource planning.

Key Responsibilities

• Team Leadership & Development: Build a high‑performing support squad by hiring top talent, setting clear expectations, and fostering a culture of continuous learning. Implement mentorship programs, peer‑review cycles, and career‑pathing workshops.
• Operational Excellence: Own SLA compliance, incident response times, and root‑cause analysis. Champion proactive incident management, automated alerting, and knowledge‑base enrichment.
• Knowledge Management: Curate a living knowledge base that reflects the latest product updates, threat intelligence, and best practices. Drive the creation of playbooks for common issues and escalation protocols.
• Customer Communication: Lead the shift from email‑centric support to real‑time, live communication channels (chat, phone, video). Ensure every interaction embodies brighthush’s commitment to trust and excellence.
• Escalation Management: Act as the primary point of contact for high‑severity, enterprise‑level escalations. Own the resolution process, coordinate cross‑functional resources, and maintain clear, timely communication with stakeholders.
• Feedback Loop: Capture customer insights, collaborate with product and engineering to drive feature improvements, and report trends to senior leadership. Translate customer pain points into actionable product enhancements.
• Cross‑Functional Collaboration: Partner with professional services, customer success, and global support teams to align support activities with business objectives and revenue goals.
• Metrics & Reporting: Monitor daily case trends, analyze operational metrics, and provide actionable insights to improve team performance. Own the reporting cadence for key performance indicators.
• Resource Allocation: Oversee case assignments, balance workloads, and ensure the right resources are deployed for complex issues. Optimize staffing models to meet demand across time zones.
• Continuous Improvement: Identify process gaps, propose enhancements, and lead initiatives that increase efficiency, reduce cost, and boost customer satisfaction.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent professional experience.
• Minimum 5 years of progressive customer support experience, including at least 2 years in a leadership or senior technical role.
• Deep understanding of cryptography, Public Key Infrastructure (PKI), and secure identity management.
• Proven track record of managing complex projects, prioritizing multiple initiatives, and delivering results on time.
• Strong analytical skills with experience in support metrics, data analysis, and KPI reporting.
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Experience handling escalations, conflict resolution, and maintaining composure under pressure.
• Familiarity with ITIL, NIST, or other industry‑standard support frameworks.
• Professional certifications such as CSP, CSM, ITIL Foundation, or Security+ are highly desirable.

Preferred Qualifications

• Experience leading a global support team across multiple time zones.
• Background in SaaS or cloud‑native security solutions.
• Knowledge of AI/ML security products and their operational challenges.
• Experience with customer success metrics and aligning support goals with revenue objectives.
• Fluency in additional languages (e.g., French, German, Mandarin) is a plus.

Skills & Competencies

• Leadership & Coaching: Inspire, develop, and retain top talent.
• Strategic Thinking: Translate business goals into actionable support strategies.
• Problem Solving: Diagnose complex technical issues and drive resolution.
• Customer‑Centric Mindset: Prioritize the customer experience in every decision.
• Data‑Driven Decision Making: Leverage metrics to inform process improvements.
• Collaboration: Work effectively with cross‑functional teams.
• Adaptability: Thrive in a fast‑paced, evolving environment.
• Communication: Articulate technical concepts to both technical and non‑technical audiences.

Career Growth & Learning Opportunities

At brighthush, professional growth is a shared journey. As a Team Lead, you will:

• Lead initiatives that shape the future of our support organization and influence product strategy.
• Participate in leadership development programs, including mentorship, executive coaching, and cross‑functional projects.
• Access a robust learning library covering advanced cryptography, cloud security, AI ethics, and customer success best practices.
• Earn industry certifications through sponsored training and exam vouchers.
• Take on stretch assignments that expose you to new markets, technologies, and business units.

Work Environment & Culture at brighthush

Our culture is built on the pillars of trust, customer focus, innovation, agility, respect, and teamwork. We foster an environment where:

• Employees are empowered to experiment, learn from failure, and iterate quickly.
• Open communication and transparency are the norm, with regular all‑hands meetings and town halls.
• Diversity, equity, inclusion, and belonging are woven into every process, from hiring to promotion.
• Well‑being is a priority, with wellness allowances, mindfulness app subscriptions, and dedicated mental health resources.
• Community impact matters – we offer volunteer days, non‑profit matching, and global volunteer initiatives.
• Work‑life balance is respected, with flexible schedules, remote work options, and generous time‑off policies.

Compensation & Benefits

While the base salary will be commensurate with experience and market benchmarks, brighthush offers a comprehensive benefits package designed to support your professional and personal life:

• Competitive base salary and performance‑based bonuses.
• Health, dental, and vision coverage (global plans available).
• Paid parental leave, adoption support, and fertility benefits.
• Generous paid time off, including “Second Fridays” and additional vacation days.
• Wellness stipend, gym membership discounts, and access to mindfulness apps.
• Professional development budget and certification sponsorship.
• Employee referral bonuses and recognition programs.
• Flexible work arrangements and a remote‑first culture.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven organization at the forefront of secure digital transformation. You will:

• Lead a high‑impact team that directly shapes the customer experience for global enterprises.
• Work with cutting‑edge technology that protects billions of digital interactions.
• Collaborate with world‑class engineers, product managers, and executives.
• Enjoy a culture that values autonomy, continuous learning, and collective success.
• Benefit from a transparent, inclusive, and supportive workplace that celebrates diversity.

We are excited to meet leaders who are passionate about security, customer success, and building the next generation of trust infrastructure. If you are ready to take the next step in your career and help shape the future of secure digital interactions, we encourage you to apply today.

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