Senior Manager of Customer Support Operations – Driving Data‑Driven Excellence, Process Innovation, and Product Impact in a Leading SaaS Healthcare Platform

About brighthush

brighthush is a trailblazing SaaS platform that empowers independent primary care practices to deliver world‑class patient experiences. By marrying cutting‑edge cloud technology with a deep understanding of clinical workflows, we help physicians streamline care delivery, improve patient outcomes, and unlock new revenue streams. Our mission is simple: make high‑quality healthcare accessible, affordable, and effortless for both providers and patients.

At brighthush, we believe that exceptional customer support is the cornerstone of product success. We treat support not as a back‑office function but as a product in its own right—an ever‑evolving system that must be measured, optimized, and continuously refined. If you thrive in a fast‑paced, data‑driven environment and want to lead a team that directly shapes product evolution, brighthush is the place for you.

Why This Role Matters

As the Senior Manager of Customer Support Operations, you will be the operational heartbeat of brighthush’s support ecosystem. You will own the end‑to‑end experience for our physicians and patients, ensuring that every interaction is timely, accurate, and delight‑ful. Your leadership will influence product design, engineering priorities, and the overall health of our customer base. In short, you will turn support into a strategic advantage for brighthush.

Key Responsibilities

Lead a High‑Performing Team

• Recruit, onboard, and develop a team of 8–10 Support Specialists and Support Engineers, fostering a culture of continuous learning and high accountability.
• Conduct weekly one‑on‑one meetings focused on skill development, case quality review, and career progression.
• Coach the team to critically evaluate AI‑generated recommendations, ensuring quality remains paramount while maintaining efficient resolution times.
• Hold the team accountable to SLA commitments, including time‑to‑resolution, backlog targets, and customer satisfaction scores.

Own Support Operations & Processes

• Design and manage daily case triage, routing, and escalation workflows to guarantee swift and accurate resolution.
• Monitor case queue health in real time, proactively identifying bottlenecks or quality issues before they impact customers.
• Develop and run experiments to improve first‑contact resolution rates, reduce time‑to‑resolution, and elevate overall customer satisfaction.
• Build and maintain a comprehensive Support Playbook, including documentation, troubleshooting guides, and AI‑assisted workflow standards.
• Own the QA process for AI‑assisted case resolution; audit quality regularly and coach the team to close gaps.

Drive Data‑Driven Insights

• Treat metrics as your product: build dashboards, define KPIs, and make support performance visible and actionable across the organization.
• Run weekly case reviews with your team to surface patterns, high‑volume issue types, and systemic product gaps.
• Translate case data into prioritized feedback for Product and Engineering, ensuring that support insights directly influence the roadmap.
• Own monthly reporting on team performance, SLA trends, top case drivers, and escalation patterns.
• Use data to forecast capacity needs, identify skill gaps, and recommend targeted training investments.

Partner Cross‑Functionally

• Collaborate closely with Engineering Managers to keep support context present in product decisions.
• Work with Customer Operations to align service standards and drive cross‑functional initiatives.
• Surface urgent product issues and provide context for prioritization decisions.
• Build feedback loops that ensure case‑driving issues are resolved upstream, reducing future support volume.

Improve Systems Continuously

• Proactively identify inefficiencies in support workflows, tooling, or documentation and champion improvements.
• Recommend and implement automation that increases team leverage, such as AI response quality, case routing logic, and knowledge base search enhancements.

What Success Looks Like

First 90 Days

• Build trust with your team through regular one‑on‑ones, understanding strengths and challenges, and establishing clear expectations.
• Master the case data: know the top case drivers, current SLA performance, and team capacity model.
• Establish effective partnerships with Engineering Managers.
• Identify and fix 1–2 quick‑win process inefficiencies.

First Year

• SLA performance: Your team consistently meets time‑to‑resolution targets and keeps backlog under control.
• Case quality: AI‑assisted case resolution accuracy at 95%+; zero critical escalations due to poor case handling.
• Team development: At least one team member promoted or developing toward the next level; retention at 90%+.
• Product impact: Your case data analysis drives 3+ roadmap prioritization decisions that reduce case volume.
• Operational leverage: You've built analytics dashboards, improved documentation, and implemented at least one automation that increases team impact by 10%+.

Required Experience

• 5+ years in technical support, customer success operations, or technical account management, with at least 2 years of people management experience.
• Proven track record managing to SLAs in a technical support or customer operations environment.
• Experience with technical products (SaaS, B2B software, healthcare tech preferred) where support requires genuine technical troubleshooting, not just scripted responses.
• Data fluency: You’ve built dashboards, analyzed trends, and used metrics to drive operational improvements—not just reported them.

Skills & Attributes

• Systems thinker: You see support as a process to optimize, not just a queue to clear; you’ve redesigned workflows or implemented tooling that improved efficiency.
• Product management mindset: You understand root cause analysis and think about preventing issues upstream rather than just resolving them faster.
• Technical credibility: You can learn product architecture, understand complex workflows, and coach support engineers on technical cases.
• Coaching‑oriented: You develop people through feedback, skill‑building, and stretch opportunities—not just task assignment.
• High standards with empathy: You hold your team accountable while supporting their growth.
• Cross‑functional collaboration: You’ve worked effectively with Engineering, Product, or Customer Success teams where success required partnership.
• Comfortable with ambiguity: You’re excited to build operations for a new support model without a perfect playbook on day one.

Nice to Have

• Experience in healthcare, health tech, or regulated industries.
• Exposure to AI‑assisted support workflows or LLM‑based tooling.
• Prior experience as a technical support engineer or individual contributor before moving into management.
• Familiarity with brighthush, brighthush, brighthush, or similar support/case management platforms.

Compensation & Benefits

We offer a competitive salary range of $110,000–$140,000 CAD, commensurate with experience. In addition to base pay, you’ll receive a comprehensive benefits package that includes:

• Health, dental, and vision insurance for you and your dependents.
• Flexible work arrangements with a hybrid model that supports work‑life balance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend and access to industry conferences, courses, and certifications.
• Equity options to share in brighthush’s growth and success.
• Employee wellness programs, including mental health resources and on‑site fitness memberships.

Culture & Values at brighthush

brighthush is built on a foundation of curiosity, collaboration, and a relentless pursuit of excellence. Our culture encourages:

• Open communication: We value transparency and encourage team members to share ideas, feedback, and concerns.
• Continuous learning: We invest in skill development, mentorship, and knowledge sharing across all levels.
• Impact‑driven work: Every role at brighthush directly contributes to improving patient care and provider efficiency.
• Diversity & inclusion: We celebrate diverse perspectives and are committed to creating an inclusive environment where everyone can thrive.
• Work‑life harmony: We recognize that personal well‑being fuels professional success, and we support flexible schedules and remote work options.

How to Apply

If you are ready to lead a high‑performing support team, drive data‑driven product improvements, and help shape the future of healthcare technology, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Support Operations leadership role.

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.