Senior Remote Customer Experience & Support Team Lead – Championing World‑Class Service Excellence at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses to deliver world‑class customer experiences through innovative support solutions. With a global footprint and a culture rooted in collaboration, transparency, and continuous improvement, we help our clients transform the way they engage with their customers. Our remote‑first approach means you can work from anywhere while staying connected to a vibrant community of experts who are passionate about solving real‑world problems.

Why Join brighthush?

At brighthush, we believe that great customer support is the cornerstone of lasting relationships. As a Senior Remote Customer Experience & Support Team Lead, you’ll have the opportunity to shape the future of support, mentor a high‑performing team, and influence product strategy across multiple departments. You’ll be part of a company that values innovation, data‑driven decision making, and a culture of continuous learning.

Key Responsibilities

• Lead and Inspire a Remote Support Team: Manage a diverse group of support specialists, fostering a culture of accountability, collaboration, and professional growth.
• Drive Customer Experience Excellence: Own the end‑to‑end customer journey, ensuring every interaction reflects brighthush’s commitment to quality and empathy.
• Strategic Escalation Management: Resolve high‑impact issues, coordinate cross‑functional resources, and implement root‑cause analysis to prevent recurrence.
• Process Improvement & KPI Ownership: Define, track, and optimize key performance indicators (KPIs) such as First‑Contact Resolution, Customer Satisfaction (CSAT), Net Promoter Score (NPS), and average handle time.
• Collaborate with Product & Engineering: Translate customer insights into actionable product enhancements, feature requests, and bug fixes.
• Partner with Aftersales, Operations, Quality, and Training: Remove friction points, streamline workflows, and ensure consistent knowledge transfer across teams.
• Coaching & Development: Conduct regular coaching sessions, performance reviews, and skill‑gap analyses to elevate team capabilities.
• Reporting & Analytics: Generate weekly and monthly reports for senior leadership, highlighting trends, risks, and opportunities.
• Champion a Culture of Continuous Improvement: Lead initiatives such as Kaizen events, process mapping workshops, and customer journey mapping.

Essential Qualifications

• Minimum 5 years of experience in customer support or service operations, with at least 2 years in a leadership role.
• Proven track record of managing remote teams and driving measurable improvements in support metrics.
• Strong analytical mindset with proficiency in data visualization tools (e.g., Tableau, Power BI) and CRM platforms (e.g., Zendesk, Salesforce).
• Excellent communication skills, both written and verbal, with the ability to influence stakeholders across all levels.
• Experience in Agile or Lean environments, with a solid understanding of continuous improvement methodologies.
• Demonstrated ability to coach, mentor, and develop high‑performing teams.
• Strong problem‑solving skills and a customer‑centric mindset.
• Bachelor’s degree in Business, Information Technology, or a related field (or equivalent experience).

Preferred Qualifications

• Experience in the SaaS or technology services industry.
• Knowledge of AI‑driven support tools and chatbot integration.
• Certification in Customer Experience Management (e.g., CX Certification, Six Sigma).
• Fluency in multiple languages.
• Experience with remote collaboration tools such as Slack, Teams, and Confluence.

Skills & Competencies

• Leadership & Team Building: Ability to inspire, motivate, and retain top talent in a virtual environment.
• Strategic Thinking: Translate business goals into actionable support strategies.
• Data‑Driven Decision Making: Leverage metrics to identify trends, diagnose issues, and recommend solutions.
• Customer Advocacy: Champion the voice of the customer in all initiatives.
• Change Management: Lead and manage change initiatives with minimal disruption.
• Technical Acumen: Comfortable working with APIs, integration points, and technical documentation.
• Communication: Clear, concise, and persuasive communication across diverse audiences.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As a Senior Remote Customer Experience & Support Team Lead, you’ll have access to:

• Leadership development programs, including mentorship from senior executives.
• Cross‑functional projects that expose you to product, engineering, and sales teams.
• Annual learning stipend for courses, certifications, and conferences.
• Clear career pathways to roles such as Director of Customer Experience, Head of Support, or VP of Customer Success.
• Opportunities to contribute to strategic initiatives that shape the future of customer support technology.

Work Environment & Company Culture

brighthush thrives on a culture of openness, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Collaborative tools that facilitate real‑time communication and project tracking.
• Regular virtual coffee breaks and social events to build camaraderie.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Inclusive hiring practices that celebrate diversity and foster belonging.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for remote leadership roles.
• Performance‑based bonuses tied to team and company metrics.
• Health, dental, and vision insurance plans.
• 401(k) matching program (or equivalent retirement plan).
• Unlimited paid time off and flexible work arrangements.
• Wellness stipend, mental health resources, and employee assistance programs.
• Technology stipend for home office setup and high‑speed internet.
• Annual team retreats and off‑site events.

How to Apply

Ready to lead a dynamic remote support team and shape the future of customer experience at brighthush? Submit your resume and a brief cover letter outlining why you’re the ideal candidate for this role. We look forward to exploring how your expertise can help us elevate our support excellence to new heights.