Senior Global Customer Support Operations Leader – 24/7 Service Excellence, AI‑Powered Experience, Continuous Improvement, and Strategic Growth in SaaS at brighthush
Welcome to brighthush – Pioneering the Future of Construction Technology
At brighthush, we’re not just building software; we’re redefining how the construction, surveying, and earthworks industries operate. Our cloud‑native, AI‑powered geospatial platform turns raw data into real‑time, 3‑D maps that empower field teams to make faster, smarter decisions. With a global footprint spanning over 50,000 active sites, we are the trusted partner for contractors, surveyors, and civil engineers who demand precision, speed, and measurable impact.
Our success is anchored in three core pillars: innovation, customer obsession, and collaboration. We have earned industry awards for product excellence and customer experience, and we are recognized as a leader in the tech community for our commitment to transparency, creativity, and inclusivity. At brighthush, we believe technology should amplify human expertise, not replace it, and every interaction with our customers is an opportunity to exceed expectations.
Why brighthush is the Place to Grow Your Career
We’re a high‑growth, high‑impact tech company that values continuous learning, diversity of thought, and work‑life harmony. Whether you thrive in a bustling office, a quiet home office, or a hybrid setting, you’ll find the tools, support, and community you need to succeed. We celebrate milestones with hackathons, town halls, and team‑building events that keep our community engaged and energized.
Life extends beyond the office, which is why we offer generous paid time off, parental leave, wellness programs, and flexible work arrangements that let you recharge and grow both personally and professionally. At brighthush, you’re not just filling a role—you’re shaping the future of construction technology.
Role Overview: Senior Global Customer Support Operations Leader
As the heartbeat of our 24/7 support ecosystem, you will own the end‑to‑end customer experience. Your role blends strategic leadership with hands‑on execution, empowering you to lift team performance, foster engagement, and embed AI into every interaction. Your influence will ripple across the entire organization, from Customer Success to Geospatial Solutions, People, and beyond. In short, you will be the catalyst that turns support into a strategic advantage for brighthush.
Key Responsibilities
- Lead the 24/7 Support Operations – Define the vision, goals, and service standards for chat, email, and phone support teams. Align objectives with the broader customer experience strategy and ensure seamless execution across all time zones.
- Drive Operational Excellence – Own critical service initiatives, identify risks and resource gaps, and communicate progress, trade‑offs, and recommendations to Support Leadership and cross‑functional stakeholders. Use data to set benchmarks, track KPIs, and continuously improve.
- Hands‑On Coaching & Leadership – Act as a player‑coach who can dive into complex tickets, mentor team members, and provide real‑time guidance. Conduct regular 1:1s, performance reviews, and career development conversations.
- Process & System Optimization – Map out workflow bottlenecks across chat and email channels. Partner with Support Leadership to implement automation, AI‑driven routing, and process improvements that boost speed, quality, and consistency.
- Build a Healthy, Accountable Culture – Foster a psychologically safe environment where team members feel supported, empowered, and aligned with brighthush’s values. Champion diversity, equity, and inclusion in all interactions.
- Cross‑Functional Collaboration – Work closely with Customer Success, Product, Engineering, and People to surface customer insights, influence product roadmap, and drive joint initiatives.
- AI Adoption & Innovation – Champion the integration of AI tools (e.g., chatbots, predictive routing, sentiment analysis) into support workflows. Experiment, iterate, and share best practices across the organization.
- Reporting & Analytics – Build dashboards, generate insights, and present findings to senior leadership. Use metrics such as CSAT, NPS, First Response Time, and Resolution Rate to inform strategy.
- Talent Development – Identify high‑potential team members, create development plans, and support their growth into future leaders.
- Budget & Resource Management – Manage the support operations budget, forecast staffing needs, and optimize resource allocation.
Essential Qualifications
- 5+ years of experience in customer support operations, with at least 2 years in a managerial or leadership role.
- Proven track record of scaling support teams in a fast‑moving SaaS or technology environment.
- Deep understanding of support platforms such as Zendesk, Freshdesk, or similar, and experience with workflow automation tools (e.g., Zapier, Automate.io).
- Strong analytical mindset – ability to interpret data, identify trends, and translate insights into actionable improvements.
- Excellent communication skills, both written and verbal, with the ability to influence stakeholders at all levels.
- Experience coaching and developing high‑performing teams, with a focus on accountability and continuous improvement.
- Hands‑on experience with AI or machine‑learning tools in a customer‑facing context is highly desirable.
- Passion for creating a supportive, inclusive, and growth‑oriented work environment.
Preferred Qualifications
- Background in construction, earthworks, GIS, mapping, or surveying – providing valuable context for brighthush’s customers.
- Experience implementing AI‑enabled workflows in support or service delivery settings.
- Familiarity with agile methodologies and cross‑functional product development.
- Knowledge of compliance and regulatory standards relevant to the construction and surveying industries.
Skills & Competencies
- Strategic Thinking – Ability to set long‑term vision while managing day‑to‑day operations.
- Leadership & Influence – Inspire teams, drive change, and build consensus across departments.
- Operational Acumen – Mastery of support metrics, SLA management, and process optimization.
- AI & Automation Fluency – Comfortable experimenting with new technologies and integrating them into workflows.
- Data‑Driven Decision Making – Leverage analytics to inform strategy and measure impact.
- Customer‑Centric Mindset – Deep empathy for users and a relentless focus on delivering value.
- Adaptability – Thrive in a dynamic, fast‑paced environment where priorities shift quickly.
- Collaboration – Work effectively with cross‑functional teams and external partners.
Career Growth & Learning Opportunities
At brighthush, your professional development is a top priority. You will have access to a dedicated annual budget for courses, certifications, and conferences. Our mentorship program pairs you with senior leaders across the organization, providing guidance and exposure to new areas of the business. As you grow, you’ll have opportunities to transition into senior leadership roles, such as Director of Customer Experience or VP of Support, and shape the strategic direction of brighthush’s global operations. We also encourage lateral movement, so you can explore product management, data science, or engineering roles if your interests evolve. Every step of your journey is supported by a culture that values curiosity, experimentation, and continuous learning.
Work Environment & Culture at brighthush
brighthush is built on a foundation of transparency, collaboration, and continuous learning. Our hybrid model offers the flexibility to work from home or from one of our vibrant office locations, with all the tools and support you need to thrive. We celebrate diversity and foster an inclusive environment where every voice is heard and every idea is valued. Our leadership team is approachable, and we encourage open dialogue at all levels. Whether you’re a seasoned professional or an emerging talent, you’ll find a community that supports your growth and celebrates your successes.
Compensation, Perks, and Benefits
While specific figures vary by role and location, brighthush offers a competitive salary package that reflects your experience and the value you bring to the organization. In addition to base pay, you can expect a performance‑based bonus structure, equity options, and a comprehensive benefits suite that includes health, dental, vision, and life insurance. We also provide generous paid time off, parental leave, wellness stipends, and a flexible work‑from‑home policy. Our employee‑focused perks include on‑site fitness centers, team‑building retreats, and regular learning events that keep you engaged and inspired.
How to Apply
If you’re ready to lead a world‑class support operation, drive AI innovation, and shape the future of construction technology, we want to hear from you. Submit your resume and a cover letter that highlights your experience in scaling support teams, implementing AI solutions, and fostering a culture of continuous improvement. Join brighthush and help us deliver exceptional experiences to millions of users around the globe.