Senior Lead Customer Service Experience Manager – Escalation Leadership, Trend Analysis, and Team Mentorship for Remote US Teams

About brighthush

brighthush is a trailblazer in the clinical trials ecosystem, delivering cutting‑edge endpoint data solutions that empower life‑science companies to generate high‑quality clinical evidence. Our mission is to streamline the data journey from collection to insight, enabling researchers to bring safer, more effective therapies to patients faster. With a global footprint and a culture rooted in innovation, collaboration, and continuous improvement, brighthush is redefining how data fuels discovery.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, purpose‑driven organization that values curiosity, resilience, and a relentless pursuit of excellence. We champion a remote‑first work model that empowers you to thrive from anywhere in the United States, while still enjoying the camaraderie of a high‑performing, cross‑functional team. Our people are our greatest asset, and we invest heavily in their growth through mentorship, training, and access to industry‑leading resources.

Position Overview

We are seeking an experienced, visionary Lead Customer Service Experience Manager to steer our customer experience strategy, manage escalations, and cultivate a culture of continuous improvement. In this senior role, you will partner with product, engineering, and analytics teams to translate customer insights into actionable enhancements, ensuring that every interaction with brighthush reflects our commitment to excellence and empathy.

Key Responsibilities

• Escalation Leadership – Own the end‑to‑end escalation process, from triage to resolution, ensuring timely, customer‑centric outcomes.
• Trend Analysis & Insight Generation – Leverage data analytics to identify recurring pain points, forecast future challenges, and recommend proactive solutions.
• Team Mentorship & Development – Coach, train, and inspire a high‑performing customer service team, fostering a culture of ownership and continuous learning.
• Process Optimization – Apply LEAN, ITIL, and Agile principles to streamline workflows, reduce cycle times, and enhance service quality.
• Stakeholder Collaboration – Partner with cross‑functional teams (Product, Engineering, Sales, Compliance) to align customer experience initiatives with business objectives.
• Performance Management – Define, track, and report on key performance indicators (KPIs) such as CSAT, NPS, First‑Contact Resolution, and Escalation Velocity.
• Customer Advocacy – Represent the voice of the customer in executive meetings, ensuring that user feedback drives strategic decisions.
• Continuous Improvement – Champion a culture of experimentation, using A/B testing, root‑cause analysis, and customer journey mapping to refine processes.

Essential Qualifications

• Bachelor’s degree in Electronics, Computer Science, Business Administration, or a related field.
• Minimum of 5 years in escalation management or customer experience roles, with at least 4 years in a senior leadership capacity.
• Proven track record of managing complex escalations in a high‑volume, regulated environment (e.g., healthcare, life sciences).
• Strong analytical mindset with experience in data‑driven decision making.
• Excellent written and verbal communication skills in English, with the ability to articulate complex concepts to diverse audiences.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and familiarity with CRM platforms (e.g., Salesforce, Zendesk).
• Remote work experience, with a proven ability to lead distributed teams and maintain high engagement.

Preferred Qualifications

• Advanced certifications in LEAN, ITIL, or Agile (Scrum Master, Product Owner).
• Experience in the clinical trials or life‑sciences sector, with a deep understanding of regulatory requirements (HIPAA, GDPR, FDA).
• Background in data analytics tools (SQL, Tableau, Power BI) and experience building dashboards for executive reporting.
• Multilingual capabilities (Spanish, French, Mandarin) are a plus.
• Prior experience in a SaaS or cloud‑based service environment.

Core Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Customer‑Centric Mindset – Passion for delivering exceptional service and turning feedback into action.
• Leadership & Influence – Inspire teams, drive change, and build consensus across functions.
• Problem‑Solving – Rapidly diagnose issues, identify root causes, and implement sustainable fixes.
• Data Literacy – Translate metrics into stories that inform strategy.
• Adaptability – Thrive in a fast‑paced, evolving environment.
• Collaboration – Work seamlessly with cross‑functional partners to achieve shared goals.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as important as the work you do. We offer:

• Structured career paths with clear milestones for advancement into senior leadership roles.
• Access to industry conferences, workshops, and certifications at no cost.
• Mentorship programs pairing you with senior executives across the organization.
• Cross‑functional projects that broaden your skill set and expose you to new domains.
• Regular performance reviews with actionable feedback and development plans.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared commitment to impact. You’ll enjoy:

• Flexible working hours that respect your personal life and peak productivity times.
• Monthly virtual team gatherings, quarterly all‑hands meetings, and spontaneous “coffee chats” to foster connection.
• A collaborative platform (Slack, Teams, Confluence) that keeps communication fluid and inclusive.
• Inclusive hiring practices and a zero‑tolerance policy for bias or harassment.
• Employee resource groups that celebrate diversity and promote belonging.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer experience leaders.
• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision insurance with generous coverage options.
• 401(k) plan with company match to support your long‑term financial goals.
• Generous paid time off (PTO) and a flexible holiday calendar.
• Tuition reimbursement for courses, certifications, or advanced degrees.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Employee assistance program (EAP) for mental health support.

How to Apply

Ready to lead the next wave of customer experience excellence at brighthush? We’re excited to hear from you. Submit your resume and a cover letter outlining your relevant experience and why you’re the perfect fit for this role.