Senior Remote Customer Experience & Support Team Lead – Championing World‑Class Service Excellence, Data‑Driven Innovation, and High‑Performance Leadership at brighthush

About brighthush

brighthush is more than a technology partner; we are a catalyst for transformative customer experiences. With a global footprint that spans continents and industries, we empower businesses to deliver seamless, personalized, and memorable support across every digital touchpoint. Our mission is simple yet ambitious: to turn every customer interaction into a brand‑building moment that fuels loyalty, advocacy, and sustainable growth. We do this by combining cutting‑edge technology, data‑driven insights, and a culture that thrives on collaboration, transparency, and continuous improvement.

Our remote‑first philosophy means you can work from anywhere while staying connected to a vibrant community of experts who are passionate about solving real‑world problems. Whether you’re a seasoned support veteran or a rising star in customer experience, brighthush offers an environment where your ideas can shape the future of support at scale.

Industry Landscape

The customer experience (CX) market is evolving at a breakneck pace. Digital touchpoints multiply—from mobile apps and chatbots to social media and IoT devices—creating an expectation for instant, personalized, and frictionless support. Companies that can turn every interaction into a brand‑building moment are the ones that win loyalty, advocacy, and revenue. At brighthush, we are at the forefront of this transformation, providing the tools, insights, and expertise that enable our partners to stay ahead of the curve.

As the CX landscape becomes increasingly data‑centric, the demand for leaders who can blend empathy with analytics is higher than ever. Our clients rely on us to help them navigate this complexity, turning raw data into actionable strategies that elevate the customer journey.

Why brighthush is the Right Place for You

At brighthush, 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.

We believe that leadership is about empowering people, fostering accountability, and driving measurable impact. If you thrive in a fast‑moving, collaborative environment and want to make a tangible difference in how customers experience our clients’ brands, brighthush is the place for you.

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. Set clear expectations, provide constructive feedback, and celebrate wins.
• Drive Customer Experience Excellence: Own the end‑to‑end customer journey, ensuring every interaction reflects brighthush’s commitment to quality and empathy. Champion a customer‑centric mindset across the organization.
• Strategic Escalation Management: Resolve high‑impact issues, coordinate cross‑functional resources, and implement root‑cause analysis to prevent recurrence. Serve as the final authority on escalated tickets.
• Process Improvement & KPI Ownership: Define, track, and optimize key performance indicators such as First‑Contact Resolution, Customer Satisfaction (CSAT), Net Promoter Score (NPS), and average handle time. Use data to drive continuous improvement.
• Collaborate with Product & Engineering: Translate customer insights into actionable product enhancements, feature requests, and bug fixes. Act as the bridge between frontline support and product development.
• Partner with Aftersales, Operations, Quality, and Training: Remove friction points, streamline workflows, and ensure consistent knowledge transfer across teams. Align support processes with broader business objectives.
• Coaching & Development: Conduct regular coaching sessions, performance reviews, and skill‑gap analyses to elevate team capabilities. Mentor junior leaders and foster a culture of continuous learning.
• Reporting & Analytics: Generate weekly and monthly reports for senior leadership, highlighting trends, risks, and opportunities. Present findings in a clear, actionable format.
• Champion a Culture of Continuous Improvement: Lead initiatives such as Kaizen events, process mapping workshops, and customer journey mapping. Encourage experimentation and rapid iteration.
• Talent Acquisition & Onboarding: Work closely with HR to attract, interview, and onboard top talent, ensuring a smooth transition into the remote environment. Design onboarding programs that accelerate productivity.
• Technology Adoption: Evaluate and recommend new support tools, AI‑driven chatbots, and knowledge‑base enhancements to improve efficiency. Stay ahead of emerging technologies that can elevate the support experience.
• Stakeholder Communication: Serve as the primary liaison between support, product, engineering, and executive leadership, ensuring alignment on priorities and outcomes. Facilitate cross‑departmental collaboration.
• Risk Management: Identify potential risks to service quality and develop mitigation plans. Ensure compliance with industry standards and internal policies.
• Innovation Leadership: Champion new ideas that enhance support workflows, such as automation, predictive analytics, or self‑service enhancements. Drive pilot projects and scale successful initiatives.

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 and customer relationship management platforms.
• 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).
• Proficiency in remote collaboration tools such as brighthush, brighthush, or equivalent.
• Experience with ticketing systems (e.g., brighthush, brighthush, brighthush) and knowledge‑base management.

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 platforms such as brighthush and knowledge management systems.
• Background in data science or analytics, with the ability to build dashboards and predictive models.
• Experience leading cross‑functional projects that span product, engineering, and marketing.

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.
• Project Management: Ability to manage multiple priorities, timelines, and deliverables.
• Empathy & Emotional Intelligence: Understand and respond to the needs of both customers and team members.

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.
• Regular hackathons and innovation challenges to experiment with new ideas.
• Access to a digital library of industry research, whitepapers, and best‑practice guides.
• Participation in global forums and industry panels to showcase thought leadership.

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.
• Annual virtual retreats and off‑site events to strengthen team bonds.
• Recognition programs that celebrate achievements and milestones.
• Opportunities to lead community outreach and volunteer initiatives.

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.
• Retirement plan with matching contributions.
• 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.
• Access to a curated selection of professional development courses and certifications.
• Employee referral bonuses and recognition awards.
• Stock‑option or equity participation for senior leaders.

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.

To apply, click the link below or visit our careers page for more information.