Senior IT Customer Support Manager – Global Operations, Service Excellence & Cross‑Functional Leadership

Introduction

At brighthush, we are a leading software provider that powers the daily operations of production‑focused businesses across North America and Latin America. Our solutions sit at the very heart of our customers’ workflows, enabling them to deliver high‑quality products and services with speed and reliability. We are part of a well‑capitalized corporate group, yet we operate with the agility, openness, and personal touch of a small, high‑impact team. Our people are celebrated for staying close to the folks who rely on what we deliver, and for turning complex challenges into simple, elegant solutions.

We are at a pivotal moment of transformation. Our post‑sale organization is being re‑engineered so that implementation, engineering, and customer support operate as a single, tightly‑coordinated unit. We need a seasoned leader to become the central point of coordination, ensuring that every customer request is handled with precision, speed, and empathy. If you thrive in a fast‑moving environment, love orchestrating cross‑functional teams, and are passionate about delivering world‑class support, we want you on our team.

Key Responsibilities

• Lead and Coach a Global Support Team: Guide a compact group of regional coordinators covering North America, Latin America, and Asia Pacific. Set schedules, coach performance, and foster professional growth.
• Cross‑Functional Collaboration: Partner with colleagues in delivery, engineering, and implementation who contribute to customer cases but do not report to you. Keep work moving smoothly across team boundaries.
• Customer Request Triage: Evaluate each incoming request, identify the root cause, and assign it to the most qualified expert. Ensure that straightforward first‑line questions are answered quickly by your own group.
• Define and Enforce Prioritization Rules: Create clear guidelines for prioritizing, assigning, and escalating cases so customers receive answers within agreed timeframes.
• Escalation Management: Serve as the final internal stop for difficult or urgent customer situations that go beyond the capacity of your coordinators.
• Engineering Escalation: Pass recurring or unsolvable defects to engineering leaders with concise, complete write‑ups that accelerate fixes.
• Knowledge Base Stewardship: Keep our self‑service library fresh, including help articles and troubleshooting walkthroughs, working alongside technical writers to ensure content matches current releases.
• Metrics & Analytics: Track and report key performance indicators such as case counts, time to resolve, first‑touch resolution, and escalation rates. Use analytics to spot trouble areas early and recommend improvements.
• Go‑Live Transition: Work with implementation leaders to make the move from go‑live to ongoing assistance seamless for each customer.
• Onboarding & Training: Create onboarding and training resources for new team members, ensuring they quickly become productive contributors.
• Product & Engineering Feedback: Study patterns in customer requests and share findings with product and engineering leaders so they can prioritize improvements.
• Tooling Evolution: Help shape the ticketing platform and workflow stages as our tooling evolves, ensuring it remains aligned with business needs.
• Customer‑Centric Culture: Cultivate a courteous, solutions‑first tone in every customer interaction, reinforcing our commitment to customer success.

Essential Qualifications

• Five or more years in technical support, service desk, or customer‑facing IT roles.
• At least one to two years of experience leading a support group, managing queues, reviewing results, and coordinating hand‑offs to engineering.
• Deep understanding of ticketing platforms (Zendesk, Jira Service Management, Freshdesk, or similar), including workflow stages, reporting, and analytics.
• Hands‑on troubleshooting of business software: reading logs, running diagnostics, and tracking connectivity issues.
• Ownership or major contributions to help documentation or self‑service content.
• Excellent written and verbal communication skills, with the ability to calm tense situations and maintain empathy with customers and colleagues at all levels.
• Exceptional organization and the discipline to juggle competing priorities while documenting everything carefully.
• Composure under pressure, especially when the pace picks up.

Preferred Qualifications

• Background supporting enterprise or industrial business software, ideally in a manufacturing setting.
• Basic SQL skills for running diagnostic queries or validating data.
• ITIL Foundation certification or familiarity with other service management frameworks.
• Project management or training experience.
• Bilingual proficiency in English and Spanish.
• Experience with knowledge platforms such as Confluence or Zendesk Guide.

Skills & Competencies

• Strategic Thinking: Ability to see the big picture and align support operations with business goals.
• Leadership & Coaching: Proven track record of developing high‑performing teams.
• Communication: Clear, concise, and persuasive communication across technical and non‑technical audiences.
• Analytical Mindset: Strong data‑driven decision‑making skills.
• Customer‑Obsessed: Passion for delivering exceptional customer experiences.
• Adaptability: Comfortable navigating change and driving continuous improvement.

Career Growth & Learning

At brighthush, we believe that your growth is our growth. As the head of our global support function, you will:

• Shape the future of our support organization, influencing strategy, processes, and tooling.
• Collaborate directly with senior decision makers, gaining visibility and impact across the company.
• Lead cross‑functional initiatives that span engineering, product, and implementation, expanding your skill set and network.
• Participate in leadership development programs, mentorship opportunities, and industry conferences.
• Access a wealth of learning resources, including online courses, certifications, and internal knowledge sharing sessions.

Work Environment & Culture

Our hybrid model blends the best of both worlds: one week per month onsite in Conway, AR, and three weeks remote. Travel and accommodation are fully covered by brighthush. We foster a culture of transparency, collaboration, and continuous improvement. Our team values:

• Open communication and constructive feedback.
• Innovation and experimentation.
• Work‑life balance and flexibility.
• Recognition of individual contributions.

Compensation & Benefits

Competitive base salary ranging from $90,000 to $95,000, depending on experience and qualifications. In addition, you will receive:

• Performance‑based bonus structure.
• Comprehensive medical, dental, and vision coverage.
• 401(k) plan with company match.
• Paid time off (vacation, sick leave, holidays).
• Relocation assistance for qualified candidates.
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