Senior Manager, Customer Support & Experience – Leading Veterinary SaaS Support Operations at brighthush

About brighthush

brighthush is a trailblazing veterinary technology company that empowers clinics and pet parents with intuitive, data‑driven tools to streamline care, enhance communication, and build lasting relationships. With a mission to make veterinary care more accessible, efficient, and compassionate, brighthush delivers a suite of cloud‑based solutions that connect veterinary practices, pet owners, and the broader pet‑care ecosystem. Our products are trusted by thousands of clinics worldwide, and our community of pet lovers fuels our commitment to continuous innovation.

At brighthush, we believe that exceptional customer support is the cornerstone of our success. We treat every interaction as an opportunity to deepen trust, solve real problems, and create memorable experiences for both clinics and pet parents. If you are passionate about transforming support operations, leveraging technology, and leading high‑performing teams, we invite you to join our journey.

Role Overview

As the Senior Manager, Customer Support & Experience, you will be the catalyst for change within our support organization. You will lead a dynamic frontline team that serves veterinary clinics and pet parents, ensuring that every conversation is handled with empathy, expertise, and efficiency. Your strategic vision, data‑driven insights, and hands‑on leadership will elevate our support metrics, drive product improvements, and foster a culture of ownership and continuous learning.

Key Responsibilities

• Team Leadership & Development – Build, coach, and inspire a high‑performing support team of agents, supervisors, and team leads. Set clear expectations, provide regular feedback, and create growth pathways that align with individual career goals.
• Operational Excellence – Design and implement scalable workflows, knowledge bases, and escalation protocols that reduce resolution times and increase first‑contact resolution rates.
• Process & Technology Modernization – Champion the adoption of automation, AI‑powered chatbots, and intelligent routing to streamline routine inquiries while preserving human touch for complex issues.
• Data‑Driven Decision Making – Analyze support metrics (CSAT, NPS, ticket volume, response time, resolution rate) and customer feedback to identify trends, root causes, and opportunities for improvement.
• Cross‑Functional Collaboration – Partner with Product, Engineering, Sales, and Marketing to translate customer insights into product enhancements, feature prioritization, and targeted communications.
• Customer Advocacy – Engage directly with high‑impact clients, conduct satisfaction surveys, and represent the voice of the customer in executive discussions.
• Change Management – Lead initiatives to roll out new tools, processes, and cultural shifts, ensuring smooth adoption and measurable impact.
• Quality Assurance & Compliance – Maintain rigorous quality standards, audit tickets for compliance, and ensure adherence to data privacy and regulatory requirements.
• Reporting & Forecasting – Provide weekly and monthly reports to senior leadership, highlighting key performance indicators, resource utilization, and strategic recommendations.
• Hands‑On Support – Occasionally step into the frontline to resolve complex cases, mentor agents, and demonstrate best practices.

Essential Qualifications

• 7+ years of progressive experience in customer support or customer experience, with a strong preference for B2B SaaS environments.
• 4+ years of people leadership, including managing team leads or supervisors, and a proven track record of building high‑performing teams.
• Demonstrated success in improving support metrics such as CSAT, first‑contact resolution, and average response time.
• Hands‑on expertise with support platforms (e.g., Zendesk, Freshdesk, Intercom) – including workflow design, automation, and reporting.
• Strong analytical mindset: ability to translate data and customer feedback into actionable improvements.
• Excellent communication skills: confident in engaging customers directly and influencing cross‑functional partners.
• Experience leading change initiatives, such as implementing new processes, tools, or AI/automation solutions.
• Proficiency in using data visualization tools (e.g., Tableau, Power BI) is a plus.

Preferred Qualifications

• Background in veterinary or pet‑care industry, with an understanding of clinic workflows and pet‑parent expectations.
• Experience managing support operations for a rapidly scaling startup or high‑growth company.
• Knowledge of compliance standards (HIPAA, GDPR) relevant to veterinary data.
• Certifications in customer experience (CX) or support management.
• Fluency in multiple languages to support a diverse customer base.

Skills & Competencies

• Strategic Thinking & Execution
• Data Analysis & Insight Generation
• Change & Project Management
• Team Coaching & Mentoring
• Customer‑Centric Mindset
• Problem‑Solving & Decision Making
• Collaboration & Influence
• Adaptability & Resilience

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our leaders. As Senior Manager, you will have access to:

• Executive mentorship programs that pair you with senior leaders across the organization.
• Annual learning stipend of $250, covering courses, certifications, conferences, and books.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Clear promotion pathways to Director of Customer Experience, VP of Support, or Chief Customer Officer.
• Regular performance reviews that focus on growth, impact, and alignment with brighthush’s mission.

Work Environment & Culture

brighthush thrives on a culture of curiosity, ownership, and collaboration. We value:

• Transparent communication – open channels for feedback and idea sharing.
• Inclusive teamwork – diverse perspectives are celebrated and leveraged.
• Work‑life balance – flexible schedules, remote options, and generous time‑off policies.
• Pet‑friendly policies – pet adoption support, subsidized pet insurance, and a vibrant community of pet lovers.
• Continuous improvement – a data‑driven approach to process optimization and innovation.

Compensation & Benefits

While specific salary ranges are confidential, we offer a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to team and company metrics.
• Equity options that align your success with brighthush’s growth.
• Comprehensive health, dental, and vision coverage for employees and dependents.
• Employer contribution to a Health Savings Account (HSA) with a High Deductible Health Plan (HDHP).
• 401(k) plan with up to 3.5% employer match.
• Dependent Care Flexible Spending Account (FSA).
• Short‑ and long‑term disability coverage.
• Basic life and accidental death & dismemberment insurance.
• Paid parental leave, including maternity, paternity, and adoption support.
• Flexible time off policy with 12 paid annual holidays.
• Annual learning stipend of $250.
• Pet‑centric perks: financial pet adoption support, subsidized pet insurance, and a pet‑friendly workplace.

Why brighthush?

Joining brighthush means becoming part of a mission‑driven team that is redefining veterinary care. You will:

• Lead transformative initiatives that directly impact the lives of pet owners and veterinary professionals.
• Work with cutting‑edge technology, including AI and automation, to create smarter support solutions.
• Collaborate with cross‑functional leaders who are passionate about innovation and customer success.
• Enjoy a supportive, inclusive culture that values your voice and encourages experimentation.
• Benefit from a comprehensive rewards package that supports your health, well‑being, and professional growth.

Ready to Make a Difference?

If you are a seasoned support leader with a passion for technology, data, and customer advocacy, we would love to hear from you. Bring your expertise, curiosity, and leadership to brighthush, and help us create a world where veterinary care is seamless, compassionate, and accessible for every pet and owner.

Apply today and become a pivotal part of brighthush’s journey to transform veterinary support.