Senior Remote Customer Support Manager – Escalations & AI‑Driven Issue Resolution at brighthush

About brighthush

brighthush is a forward‑thinking health‑tech pioneer dedicated to empowering individuals to take control of their wellness through smart composition devices, connected wearables, and a cutting‑edge mobile app. With a lean but highly skilled team of 11‑50 professionals, we are redefining how people monitor, analyze, and improve their health data in real time. Our mission is to make wellness accessible, actionable, and engaging for everyone, no matter where they are.

As we expand our global footprint, we’re looking for a seasoned Customer Support Manager who can lead our escalations team, partner with cross‑functional stakeholders, and help shape the future of AI‑powered customer service. If you thrive in a fast‑paced, data‑driven environment and want to make a tangible impact on millions of users, brighthush is the place for you.

Why This Role Matters

Customer experience is the heartbeat of any tech company, and at brighthush we believe that every interaction should be seamless, transparent, and human‑centered. The Escalations Manager will be the guardian of our most complex and high‑risk cases, ensuring that every customer feels heard, understood, and valued. By bridging the gap between frontline support, product, engineering, finance, and compliance, you’ll drive systemic improvements that ripple across the entire organization.

Key Responsibilities

• Root‑Cause Investigation: Dive deep into our support platform, order and shipping data, and internal tools to reconstruct the sequence of events that led to a customer issue.
• Policy‑Based Decision Making: When a case falls outside existing policies, articulate your reasoning, document the gap, and flag it for future reference.
• High‑Stakes Escalation Management: Take ownership of frustrated or high‑risk cases, de‑escalate tension, and close the loop with empathy and speed.
• Cross‑Team Collaboration: Partner with Product, Engineering, Fulfillment, Finance, and Compliance to resolve root causes and prevent recurrence.
• Legal & Regulatory Oversight: Handle sensitive matters such as legal threats, privacy requests (GDPR/CCPA), and reputational incidents.
• Financial Dispute Resolution: Manage chargebacks, payment disputes, and refunds, gathering evidence and identifying patterns.
• AI Performance Review: Evaluate how our AI assistant handles real customer conversations, flag inaccuracies, and recommend improvements.
• Knowledge Base & Policy Enhancement: Translate insights from escalations into clearer policies, SOPs, and knowledge articles.
• Escalation Rule Definition: Define the boundary between AI‑resolved and human‑resolved cases, continually refining the system as it learns.
• Team Coaching & Empowerment: Provide guidance, approvals, and decisions to Team Leads and Senior Agents, enabling them to resolve more cases independently.
• Global Team Coordination: Work closely with offshore frontline teams across multiple time zones.
• Issue Tracking & Ownership: Identify recurring problems across product, fulfillment, and billing, tag them, and assign owners.
• Process Documentation: Draft SOPs, escalation rules, and policy changes for approval and roll‑out through our weekly change process.
• Quality Metrics Monitoring: Track QA scores, reopen rates, escalation accuracy, and customer effort scores, focusing on quality over speed.

Essential Qualifications

• 3+ years of experience in customer support or CX, with at least 1 year in a leadership or escalations role.
• Proven track record in high‑volume e‑commerce support, ideally navigating seasonal peaks.
• Hands‑on experience with order management systems (e.g., brighthush for refunds, returns, exchanges, and edits).
• Strong investigative and problem‑solving skills, able to piece together complex cases from fragmented data.
• Comfortable making decisions with incomplete information and knowing when to elevate.
• Calm, confident de‑escalation skills for handling frustrated customers.
• Ownership mindset: you finish what you start and never leave a problem half‑solved.
• Fast learner who proactively seeks answers rather than waiting for direction.
• Clear, direct writing ability—crafting customer responses, guidance, and SOP drafts that others follow.
• Experience with support platforms (e.g., brighthush, brighthush, brighthush, brighthush) and a strong preference for brighthush.
• Experience managing or coordinating offshore or distributed teams.
• Background in consumer hardware or connected‑device support (troubleshooting, warranty, RMA).
• Subscription billing experience (brighthush, brighthush) and chargeback handling.
• Exposure to regulated healthcare‑adjacent support (telehealth, pharmacy, etc.).
• Curiosity about AI support tools and how they can be leveraged to improve service.
• Experience building or rebuilding support operations.

Preferred Qualifications

• Deep familiarity with AI‑powered customer service platforms and the ability to iterate on their performance.
• Experience in creating and implementing scalable escalation frameworks.
• Knowledge of privacy regulations (GDPR, CCPA) and how they impact customer support workflows.
• Background in data analytics, using metrics to drive continuous improvement.
• Strong stakeholder management skills, able to influence product and engineering roadmaps.

Skills & Competencies

• Analytical Thinking – dissect complex scenarios and identify root causes.
• Strategic Communication – articulate decisions clearly to both technical and non‑technical audiences.
• Leadership – inspire and mentor a diverse team of agents and leads.
• Adaptability – thrive in a rapidly evolving environment with shifting priorities.
• Customer‑Centric Mindset – always put the customer’s experience first.
• Process Orientation – design, document, and refine SOPs and policies.
• Data‑Driven Decision Making – use metrics to guide actions and measure success.
• Technical Aptitude – comfortable navigating multiple systems and tools.
• Conflict Resolution – calm, confident, and solution‑focused.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Escalations Manager, you’ll:

• Lead cross‑functional initiatives that shape product features and customer experience.
• Mentor and develop the next generation of support leaders.
• Gain exposure to AI research, product strategy, and compliance frameworks.
• Participate in leadership workshops, hackathons, and industry conferences.
• Advance to Director of Customer Experience or Head of Support within 2‑3 years, depending on performance.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer value. We value:

• Remote Flexibility: Work from anywhere in the US or Canada with a flexible schedule that respects work‑life balance.
• Inclusive Community: A diverse team that celebrates different perspectives and ideas.
• Continuous Learning: Access to online courses, certifications, and a generous learning stipend.
• Innovation Hub: Regular hack days, brainstorming sessions, and opportunities to experiment with new technologies.
• Recognition & Rewards: Peer recognition programs, performance bonuses, and milestone celebrations.

Compensation, Perks & Benefits

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

• Base salary commensurate with market rates for senior support leadership roles.
• Performance‑based bonuses tied to quality metrics and customer satisfaction.
• Health, dental, and vision insurance (including telehealth coverage).
• 401(k) matching program.
• Unlimited paid time off and flexible holiday scheduling.
• Monthly wellness stipend and access to our wellness app.
• Regular team virtual events and occasional in‑person retreats.

How to Apply

If you’re ready to take the helm of brighthush’s escalations team, drive meaningful change, and help shape the future of AI‑powered customer support, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

Join brighthush Today

At brighthush, you’ll be part of a mission‑driven team that’s redefining wellness technology. Your expertise will directly influence how millions of users experience our products and services. If you’re passionate about customer experience, data‑driven problem solving, and leading high‑impact initiatives, this is the role for you.

Apply now and become a pivotal force in shaping the future of health tech at brighthush.