Senior Remote Customer Support Manager – Global Client Relations, Collections & Team Leadership

About brighthush

brighthush is a forward‑thinking, technology‑driven company that empowers businesses worldwide to deliver exceptional customer experiences. With a portfolio that spans cloud‑based SaaS solutions, AI‑powered support tools, and industry‑specific platforms, we help our clients transform the way they interact with their customers. Our mission is simple: to make every customer interaction seamless, efficient, and memorable.

As a remote‑first organization, brighthush embraces flexibility, collaboration, and continuous learning. We believe that great talent thrives when given the freedom to work from anywhere while staying connected to a vibrant, purpose‑driven community. If you’re passionate about customer success, data‑driven decision making, and leading high‑impact teams, brighthush is the place where your career can truly flourish.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the satisfaction of thousands of customers across multiple regions.
• Innovative Culture: We invest heavily in cutting‑edge tools, AI integrations, and automation to streamline support workflows.
• Professional Growth: From leadership coaching to technical certifications, we provide a clear path for career advancement.
• Inclusive Environment: Diversity, equity, and inclusion are core values that shape every decision and initiative.
• Competitive Compensation: We offer a market‑aligned salary, performance bonuses, and a comprehensive benefits package.

Key Responsibilities

As the Remote Customer Support Manager, you will be the linchpin between our customers, finance, and product teams. Your day‑to‑day activities will include:

• Customer Support Leadership: Oversee a distributed team of support agents, ensuring they deliver timely, accurate, and empathetic assistance across phone, email, and live chat channels.
• Escalation Management: Identify complex issues, coordinate with engineering and product teams, and drive resolution while maintaining a high first‑contact resolution rate.
• Account Receivables & Collections: Monitor aging reports, collaborate with finance to reconcile billing discrepancies, and implement proactive collection strategies that preserve customer goodwill.
• Process Optimization: Analyze support metrics (CSAT, NPS, MTTR) to identify bottlenecks, propose automation, and refine knowledge base content.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, and Product Development to align on customer feedback loops, feature requests, and renewal strategies.
• Team Development: Conduct regular coaching sessions, performance reviews, and training workshops to elevate skill sets and foster a culture of continuous improvement.
• Reporting & Analytics: Prepare weekly and monthly dashboards for senior leadership, highlighting key performance indicators, trend analyses, and actionable insights.
• Compliance & Risk Management: Ensure all support activities adhere to data privacy regulations (GDPR, CCPA) and internal security protocols.

Essential Qualifications

• Minimum of 5 years of progressive experience in customer support or client success roles, with at least 2 years in a managerial capacity.
• Proven track record of managing remote teams and driving high‑performance outcomes.
• Strong analytical mindset with the ability to interpret data, identify trends, and recommend actionable improvements.
• Excellent written and verbal communication skills, capable of translating technical concepts into clear, customer‑friendly language.
• Hands‑on experience with customer support platforms (e.g., Zendesk, Freshdesk, Intercom) and CRM systems (e.g., Salesforce, HubSpot).
• Solid understanding of accounting fundamentals, invoicing processes, and collections best practices.
• Demonstrated ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
• High school diploma or equivalent required; bachelor’s degree in Business, Communications, or a related field preferred.

Preferred Qualifications

• Experience in the SaaS or technology industry, particularly in B2B customer support.
• Knowledge of AI‑driven support tools and automation workflows.
• Familiarity with financial software (e.g., QuickBooks, Xero) and billing platforms.
• Experience leading cross‑functional initiatives that bridge support, product, and finance.
• Certifications in Customer Success Management (CSM), Six Sigma, or related disciplines.

Core Competencies & Skills

• Leadership & Mentorship: Ability to inspire, coach, and develop a high‑energy remote team.
• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Strategic Thinking: Capability to align support operations with broader business goals.
• Problem‑Solving: Strong analytical skills to diagnose issues and implement effective solutions.
• Communication: Clear articulation of expectations, feedback, and complex information.
• Adaptability: Comfortable navigating ambiguity and rapidly changing priorities.
• Technical Proficiency: Comfortable with multiple software platforms and quick learning of new tools.

Career Growth & Development

At brighthush, we believe in nurturing talent from within. As Remote Customer Support Manager, you will have access to:

• Leadership development programs that cover strategic planning, financial acumen, and executive communication.
• Mentorship from senior leaders across product, finance, and engineering.
• Opportunities to transition into roles such as Director of Customer Success, Head of Support Operations, or Product Manager.
• Annual budget for professional certifications, conferences, and industry events.
• Regular performance reviews that align your career aspirations with organizational objectives.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote workforce enjoys:

• Flexible work hours that accommodate global time zones.
• Monthly virtual town halls and quarterly all‑hands meetings to keep everyone connected.
• Access to a digital collaboration hub (Slack, Teams, Miro) that fosters real‑time teamwork.
• Annual virtual retreats and team‑building activities that reinforce camaraderie.
• Open‑door policy where ideas from any level are welcomed and acted upon.

Compensation & Benefits

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

• Base salary commensurate with market rates for remote customer support leadership roles.
• Performance‑based bonuses tied to team metrics (CSAT, NPS, MTTR).
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching plan with a generous contribution rate.
• Unlimited paid time off (PTO) to support work‑life balance.
• Monthly stipend for home office setup and internet expenses.
• Wellness program that includes mental health resources, virtual fitness classes, and mindfulness sessions.
• Continuous learning budget for courses, certifications, and conferences.

How to Apply

If you’re ready to lead a dynamic remote support team, drive customer satisfaction, and shape the future of support operations at brighthush, we’d love to hear from you. Please submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this opportunity.

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