Senior Remote Customer Support Manager – Driving High‑Performance Teams, Quality Assurance Excellence, and Continuous Improvement in the Global Mobility & Transportation Sector at brighthush

About brighthush

brighthush is not just a company; it’s a movement that is reshaping how people move around the world. With a presence that spans continents, we blend cutting‑edge technology, data‑driven insights, and a deep empathy for riders and travelers to deliver experiences that are safe, reliable, and delightfully simple. Our mission is clear: empower every journey with safety, convenience, and joy. At brighthush, we thrive on collaboration, transparency, and an unyielding commitment to continuous improvement. If you are passionate about leading the next generation of customer support in a fast‑paced, fully remote environment, brighthush invites you to join our mission.

Why brighthush is the Right Choice for Your Career

At brighthush, we believe that great people create great products. As a Remote Customer Support Manager, you will:

• Lead a high‑performing, distributed team that delivers world‑class service across multiple channels.
• Own the quality assurance program that ensures every interaction reflects our brand promise.
• Drive continuous improvement initiatives that shape the customer experience and operational excellence.
• Work with AI‑powered chat automation, advanced analytics, and a robust knowledge base.
• Enjoy the flexibility of a fully remote role while being part of a vibrant, collaborative community.

In addition, you will benefit from a comprehensive package that supports your professional growth, well‑being, and financial security:

• Competitive base salary with performance‑based bonuses.
• Full health, dental, vision, life, and disability coverage.
• Generous paid time off, flexible work arrangements, and a 401(k) plan with company match.
• Unlimited learning budget for courses, certifications, and industry conferences.
• Employee wellness programs, mental health resources, and an employee assistance program.
• Recognition programs, awards, and clear career‑growth pathways.

Key Responsibilities

As the Remote Customer Support Manager, you will be the linchpin of our support operations, ensuring that every customer interaction reflects brighthush’s commitment to excellence. Your day‑to‑day responsibilities will include:

Team Leadership & Development

• Coach and mentor each team member through regular one‑on‑ones, performance feedback, and clear development goals.
• Use QA findings and performance data to identify training needs and tailor coaching accordingly.
• Facilitate onboarding programs that accelerate new hires into high‑impact contributors.
• Champion a culture of psychological safety where team members feel empowered to share ideas and challenges.

Operational Excellence

• Prepare and lead team meetings, training sessions, performance reviews, and operational updates.
• Run a structured QA program that reviews a consistent sample of calls, emails, chats, web inquiries, and case documentation against defined service standards.
• Ensure that service level agreements (SLAs) are met and exceeded across all channels.
• Implement process improvements that reduce average handling time while maintaining quality.

Quality Assurance & Calibration

• Maintain the QA scorecard and standards, and hold calibration sessions so reviewers score consistently.
• Review automated responses, including AI agents and chat automation, and flag errors and gaps for correction.
• Collaborate with product and engineering teams to refine AI scripts and knowledge base content.
• Develop and enforce a continuous feedback loop that turns QA insights into actionable coaching.

Data‑Driven Insights

• Track trends in QA scores, customer feedback, and performance metrics, and report findings to leadership.
• Use QA insights to fix problems—whether that means coaching, updating training, or correcting the knowledge base.
• Develop dashboards that provide real‑time visibility into team performance and quality metrics.
• Translate data into stories that inspire cross‑functional teams to act.

Process & Tool Improvement

• Work with the Program Director to identify ways to improve support tools, workflows, and automated customer responses.
• Provide input and help test during system changes and rollouts, and train staff on new features.
• Champion the adoption of best practices in ticketing, knowledge management, and customer engagement.
• Advocate for the integration of emerging technologies that enhance support efficiency.

Content Ownership

• Own the content of the knowledge base, standard operating procedures, job aids, FAQs, and training materials.
• Keep them accurate, current, and aligned with customer needs.
• Collaborate with subject‑matter experts to update content as products and services evolve.
• Ensure all content meets brand voice and compliance standards.

Systems & Data Management

• Use Zendesk, databases, reporting tools, and standard office software to track service levels, workload, and quality results.
• Build a strong understanding of transportation programs, services, routes, schedules, and mobility resources.
• Ensure data integrity and security across all customer support platforms.
• Maintain audit trails and documentation for compliance and quality audits.

Stakeholder Collaboration

• Work with transportation providers, partners, and stakeholders to gather, verify, and keep current route, schedule, and service information.
• Take ownership of escalated and complex customer issues, see them through to resolution, and communicate outcomes clearly.
• Represent brighthush in cross‑functional meetings to align customer support with product, engineering, and marketing initiatives.
• Build strong relationships with external partners to ensure seamless customer experiences.

Support & Escalation Management

• Provide accurate, courteous support by phone, email, web platforms, and other channels.
• Step in as a representative when needed and support team members with day‑to‑day challenges.
• Maintain a high level of customer satisfaction and first‑contact resolution.
• Escalate complex issues to the appropriate stakeholders and track resolution status.

Scheduling & Resource Planning

• Build and maintain team schedules with enough staffing to cover service.
• Manage workload, monitor attendance, time‑off requests, and schedule changes to protect service levels.
• Forecast staffing needs based on seasonal trends and business growth.
• Optimize shift patterns to maximize coverage while respecting work‑life balance.

Record Keeping & Reporting

• Keep accurate records of customer interactions, resolutions, quality reviews, and departmental activity.
• Generate regular reports for senior leadership on key performance indicators (KPIs) and improvement initiatives.
• Document lessons learned and best practices for future reference.
• Ensure all records comply with data protection regulations.

Essential Qualifications

• BA/BS degree or equivalent experience.
• Minimum of 6 years of customer service experience, including at least 2 years in a supervisory or management role leading a customer support team.
• Proven experience improving support tools, workflows, or knowledge content.
• Demonstrated expertise in training, coaching, and developing staff, including running onboarding programs.
• Strong background in QA reviews and using results to improve coaching and processes.
• Hands‑on experience with customer support platforms such as Zendesk or similar ticketing and case management systems.
• Proficiency in Microsoft Office or Google Workspace.
• Valid U.S. driver’s license (required for occasional on‑site visits).
• Familiarity with AI agents or chat automation in a customer service setting.
• Awareness of current customer service technology, trends, and applications.

Preferred Qualifications

• Experience in the transportation or mobility industry, with knowledge of routes, schedules, and service alerts.
• Background in data analysis and reporting, with the ability to translate metrics into actionable insights.
• Experience managing remote teams and implementing flexible work policies.
• Knowledge of compliance and regulatory requirements related to transportation services.
• Certification in customer experience or quality management (e.g., CSM, CQI).

Skills & Competencies

• Exceptional communication and interpersonal skills.
• Strong analytical mindset with a data‑driven approach to problem solving.
• Leadership presence and the ability to inspire and motivate a distributed team.
• Adaptability and resilience in a fast‑changing environment.
• Strategic thinking and the ability to translate vision into operational plans.
• High emotional intelligence and a customer‑first mindset.
• Proficiency in project management tools (e.g., Asana, Trello, Jira).
• Experience with performance management systems and coaching frameworks.
• Knowledge of AI and automation tools used in customer support.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Remote Customer Support Manager, you will:

• Progress into senior leadership roles such as Director of Customer Experience or Head of Support Operations.
• Lead cross‑functional initiatives that span product, engineering, and marketing.
• Participate in executive‑level strategy sessions and contribute to company‑wide decision making.
• Access a robust learning ecosystem: online courses, mentorship programs, and industry conferences.
• Earn certifications in customer experience, quality management, and AI‑powered support.
• Be recognized for innovative ideas that shape the future of transportation customer service.

Work Environment & Culture at brighthush

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Even though you’ll be working remotely, you’ll feel part of a close‑knit community through:

• Weekly virtual town halls and team‑building events.
• Open‑door policy with senior leaders who are always available for feedback.
• Inclusive hiring practices and a commitment to diversity, equity, and inclusion.
• Regular hackathons and innovation challenges that let you experiment with new ideas.
• Flexible work hours that respect your personal life while meeting service commitments.
• Access to a global network of peers, mentors, and industry experts.

Compensation & Benefits (General Overview)

While specific numbers vary by role and experience, brighthush offers:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses tied to team and individual metrics.
• Health, dental, vision, life, and disability insurance.
• Paid time off, sick leave, and a generous holiday schedule.
• 401(k) plan with company match and a company‑sponsored retirement savings plan.
• Unlimited learning budget for professional development.
• Employee wellness programs, mental health resources, and an employee assistance program.
• Recognition awards and employee appreciation events.
• Flexible work arrangements and occasional in‑person training sessions.

How to Apply

If you’re ready to lead a high‑impact customer support team, drive quality, and shape the future of transportation customer experience, we’d love to hear from you. Submit your application through the link below and join the brighthush family.

Apply for this job