Senior Manager of Customer Care & Order Support – Remote, U.S. – Lead High‑Performance Teams at brighthush

About brighthush

brighthush is a global industrial technology leader that transforms everyday spaces through cutting‑edge lighting, intelligent building solutions, and integrated audio‑visual platforms. With a presence in North America, Europe, and Asia, we empower architects, contractors, and end‑users to create brighter, smarter, and more sustainable environments. Our mission is simple: deliver technology that enhances human experience while driving measurable business outcomes for our customers.

Why Join brighthush?

At brighthush, you’ll be part of a culture that values curiosity, collaboration, and continuous improvement. We invest heavily in employee growth, offering mentorship programs, cross‑functional projects, and access to industry‑leading training resources. Whether you’re a seasoned leader or an emerging talent, you’ll find opportunities to shape the future of industrial technology and make a tangible impact on millions of lives worldwide.

Role Overview

As the Senior Manager of Customer Care & Order Support, you will spearhead a high‑volume, remote customer support team that serves the entire United States. Your leadership will ensure operational excellence, rapid issue resolution, and a culture of ownership and accountability. You will act as the primary escalation point for complex customer inquiries and collaborate closely with cross‑functional partners to refine processes, enhance systems, and drive customer satisfaction.

Key Responsibilities

• Team Leadership & Performance Management – Oversee daily operations of a frontline Customer/Order Support team, setting clear expectations, monitoring performance metrics, and fostering a high‑energy, results‑driven environment.
• Escalation Management – Serve as the escalation hub for high‑priority customer issues, ensuring swift resolution and maintaining a calm, decisive approach under pressure.
• Process Improvement & Operational Maturity – Identify bottlenecks, design scalable workflows, and implement best practices that elevate service quality and reduce cycle times.
• Talent Development – Coach, mentor, and develop frontline representatives, identifying high‑potential employees and grooming them for future leadership roles.
• Data‑Driven Decision Making – Monitor key performance indicators (KPIs), analyze trends, and translate insights into actionable improvement plans.
• Cross‑Functional Collaboration – Partner with Customer Support leadership, Sales, Product, and Engineering teams to align service models, share feedback, and drive continuous improvement.
• Strategic Contribution – Contribute to long‑term departmental and regional strategy, providing input on resource planning, technology adoption, and customer experience initiatives.
• Coverage & Continuity Planning – Build cross‑training programs and coverage strategies to ensure seamless operations during peak periods and staff absences.
• Compliance & Quality Assurance – Ensure adherence to company policies, industry regulations, and quality standards across all customer interactions.

Essential Qualifications

• Bachelor’s degree in Business, Operations, or a related field.
• Minimum of 3 years of experience in customer‑facing roles, with at least 1 year in a managerial capacity.
• Proven track record of leading operationally complex, high‑volume support teams.
• Strong analytical skills – ability to interpret data, identify trends, and recommend improvements.
• Excellent communication and stakeholder‑management abilities, capable of influencing cross‑functional partners.
• Calm, decisive demeanor during escalations, with a focus on customer outcomes.
• Demonstrated coaching and employee‑development expertise.
• Experience driving change initiatives and establishing structure in evolving environments.
• Comfortable working with workflow systems, CRM platforms, and customer support tools.
• Customer‑centric mindset with a strong sense of ownership.

Preferred Qualifications

• Experience in B2B order support or order management.
• Background in manufacturing, distribution, or electrical distribution.
• Knowledge of commercial lighting or related industrial technologies.
• Experience in industries where order management and customer operations are complex.

Skills & Competencies

• Leadership & Team Building
• Strategic Thinking & Execution
• Problem Solving & Decision Making
• Data Analysis & KPI Management
• Process Design & Continuous Improvement
• Customer Advocacy & Relationship Management
• Change Management & Adaptability
• Communication & Presentation
• Technology Savvy – CRM, ticketing, and analytics platforms

Career Growth & Development

At brighthush, your career trajectory is supported by a robust learning ecosystem. You’ll have access to leadership development programs, industry certifications, and mentorship from senior executives. Successful managers often transition into regional leadership roles, product management, or operations strategy positions, leveraging their deep customer insights and operational expertise.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere in the United States while staying connected through collaborative tools and regular virtual huddles. We celebrate diversity, equity, and inclusion, fostering an environment where every voice is heard and valued. Our culture is built on transparency, continuous learning, and a shared commitment to delivering exceptional customer experiences.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates
• Performance‑based bonuses tied to team and individual metrics
• Comprehensive health, dental, and vision insurance
• 401(k) plan with company match
• Generous paid time off and flexible work arrangements
• Professional development stipend and tuition reimbursement
• Employee wellness programs and mental health resources
• Access to cutting‑edge technology and tools for remote work

How to Apply

Ready to lead a world‑class customer care team and shape the future of industrial technology? Click the link below to submit your application through our secure portal. We encourage you to include a brief cover letter outlining your leadership philosophy and how you’ve driven operational excellence in previous roles.

Apply to brighthush Today

Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, age, gender, sexual orientation, gender identity, ethnicity, disability, veteran status, or any other protected characteristic.

Travel Requirements

0–25% travel may be required for regional meetings, training sessions, or customer engagements.

Contact & Support

If you need assistance with the application process or require accommodations, please contact our Human Resources team at (770) 922‑9000, option 4. We are dedicated to providing a fair and supportive hiring experience for all candidates.

Protecting Your Information

brighthush is committed to safeguarding your personal data. We will never request payment or financial information during the hiring process. All legitimate communications will originate from an “@brighthush.com” email address. If you suspect any fraudulent activity, please report it immediately to our HR team or the FTC.

We look forward to discovering how your expertise can elevate brighthush’s customer experience and drive our mission forward.