Senior Remote Customer Support Manager – Strategic Leadership, Debt‑Collection Excellence, Customer Experience Innovation, and Sustainable Energy Transformation at brighthush

About brighthush and the Future of Energy

brighthush is more than a company; it is a movement that is reshaping how the world consumes and manages energy. Born from a deep‑rooted Norwegian tradition of renewable innovation, we have expanded our footprint across Europe, with a strategic headquarters in Germany that serves as the nerve center for our global operations. Our portfolio spans cutting‑edge renewable generation, smart grid integration, and next‑generation energy services that empower businesses and consumers alike to make cleaner, smarter, and more resilient choices.

In a world where energy markets are evolving at breakneck speed, brighthush stands at the forefront of transformation. We are not just a service provider – we are a catalyst for change, delivering solutions that reduce carbon footprints, enhance grid stability, and unlock new opportunities for our partners. Our culture is built on transparency, collaboration, and a relentless pursuit of excellence. We believe that exceptional customer service is the cornerstone of lasting relationships, and we are looking for a dynamic leader to elevate our remote support team to new heights.

Why brighthush is the Place to Grow

At brighthush, you will be part of a forward‑thinking organization that values innovation, sustainability, and people. We offer a unique blend of flexibility, purpose, and professional growth that is hard to find elsewhere. Here’s what makes us stand out:

• Remote‑First Flexibility – Work from anywhere in the world while staying connected to a vibrant, distributed team.
• Purpose‑Driven Mission – Contribute to a cleaner planet and a more resilient energy future.
• Career‑Accelerating Projects – Lead initiatives that directly influence product development, customer experience, and financial performance.
• Continuous Learning Culture – Access to leadership training, industry certifications, and cross‑functional projects.
• Inclusive Community – A culture that celebrates diversity, encourages experimentation, and rewards innovation.

Your Impact as a Leader

As the Senior Remote Customer Support Manager, you will be the linchpin that connects our customers, our product teams, and our financial objectives. Your strategic vision will shape how we interact with customers, how we resolve issues, and how we manage debt responsibly—all while maintaining the highest standards of sustainability and customer satisfaction. You will be the voice of the customer inside brighthush, translating frontline insights into actionable business decisions that drive growth and loyalty.

Key Responsibilities

Team Leadership & Development

• Recruit, onboard, and mentor a geographically dispersed team of customer support representatives.
• Establish clear performance metrics and conduct regular coaching sessions to drive improvement.
• Facilitate knowledge sharing through virtual workshops, best‑practice playbooks, and peer‑review sessions.
• Champion a culture of accountability, empathy, and continuous improvement.
• Implement succession planning to ensure leadership continuity and talent retention.
• Lead quarterly talent reviews and career path discussions to nurture high performers.
• Design and deliver onboarding programs that embed brighthush values and operational excellence.
• Encourage cross‑functional collaboration by pairing support agents with product, engineering, and finance teammates on short‑term projects.
• Leverage data analytics to identify skill gaps and tailor professional development plans.
• Promote mental health and well‑being initiatives to sustain high engagement levels.

Customer Experience Management

• Design and implement customer service policies that reflect brighthush’s values and industry standards.
• Analyze customer feedback, support tickets, and call recordings to identify trends and root causes.
• Collaborate with product and engineering teams to translate insights into actionable product enhancements.
• Ensure consistent, high‑quality interactions across all channels—phone, email, chat, and social media.
• Develop and maintain a comprehensive knowledge base that empowers both customers and agents.
• Drive the adoption of a customer‑centric mindset across the organization through training and storytelling.
• Implement proactive outreach programs that anticipate customer needs and reduce friction.
• Measure and report on key customer experience metrics such as CSAT, NPS, and first‑contact resolution.
• Lead the creation of customer journey maps to visualize pain points and opportunities.
• Champion the use of AI‑powered chatbots and predictive analytics to enhance self‑service options.

Debt Collection & Financial Stewardship

• Oversee the debt‑collection process for delinquent accounts, ensuring compliance with local regulations.
• Develop and execute strategies to reduce outstanding balances while preserving customer relationships.
• Work closely with finance to reconcile collections data and forecast cash‑flow impacts.
• Maintain accurate records of collection activities and outcomes in the CRM system.
• Lead periodic audits of collection practices to ensure ethical and legal compliance.
• Implement proactive outreach programs that reduce churn and improve payment timeliness.
• Collaborate with legal counsel to manage escalated collection cases and mitigate risk.
• Analyze collection performance data to identify opportunities for process optimization.
• Develop training modules for agents on debt‑collection best practices and regulatory requirements.
• Align debt‑collection goals with broader financial targets and sustainability metrics.

Process Improvement & Cross‑Functional Collaboration

• Lead initiatives to streamline support workflows, reduce response times, and increase first‑contact resolution.
• Collaborate with marketing to align support messaging with brand voice and campaign objectives.
• Partner with sales to identify upsell opportunities and provide feedback on customer pain points.
• Coordinate with IT to implement new tools, integrations, and automation that enhance team productivity.
• Champion a data‑driven culture by establishing dashboards that track key performance indicators.
• Drive continuous improvement cycles using Lean, Six Sigma, or Kaizen methodologies.
• Facilitate cross‑departmental workshops to align on customer journey mapping and service design.
• Champion the adoption of emerging technologies such as AI‑powered chatbots and predictive analytics.
• Lead the integration of sustainability metrics into support KPIs to reinforce brighthush’s green mission.
• Collaborate with HR to embed diversity and inclusion metrics into team performance reviews.

Essential Qualifications

• Minimum of 5 years’ experience in customer support, with at least 2 years in a managerial or supervisory role.
• Proven track record of building and scaling remote support teams.
• Strong analytical skills, with the ability to interpret data and translate findings into actionable strategies.
• Excellent written and verbal communication skills in English; proficiency in German or Norwegian is a plus.
• Hands‑on experience with customer support platforms (e.g., Zendesk, Freshdesk, Salesforce) and CRM systems.
• Demonstrated ability to manage debt‑collection processes and navigate regulatory frameworks.
• High emotional intelligence and conflict‑resolution aptitude.
• Experience leading cross‑functional projects that span product, engineering, and finance.
• Proficiency in data visualization tools (Tableau, Power BI) to create actionable dashboards.
• Strong project management skills and familiarity with Agile methodologies.

Preferred Qualifications

• Bachelor’s degree in Business Administration, Finance, or a related field; advanced degrees or certifications (e.g., Certified Customer Experience Professional) are advantageous.
• Experience in the energy or utilities sector, with an understanding of industry‑specific challenges and customer expectations.
• Familiarity with agile methodologies and continuous improvement frameworks such as Six Sigma or Kaizen.
• Knowledge of data privacy regulations (GDPR, CCPA) and experience ensuring compliance in customer interactions.
• Experience leading cross‑functional projects that span product, engineering, and finance.
• Proficiency in data visualization tools (Tableau, Power BI) to create actionable dashboards.
• Background in sustainability reporting or green finance is a plus.

Core Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Customer‑Centric Mindset
• Data‑Driven Decision Making
• Debt‑Collection & Financial Acumen
• Process Optimization & Automation
• Cross‑Functional Collaboration
• Adaptability & Resilience
• Technology Savvy (CRM, Helpdesk, Analytics Tools)
• Change Management & Influence

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Senior Remote Customer Support Manager, you will:

• Lead high‑impact projects that shape the future of our customer experience strategy.
• Participate in leadership development programs that cover strategic thinking, stakeholder management, and change leadership.
• Access industry conferences, webinars, and workshops to stay ahead of emerging trends in energy and customer service.
• Benefit from mentorship programs that pair you with senior executives across the organization.
• Explore lateral moves into product management, operations, or finance, leveraging your deep customer‑centric insights.
• Earn certifications in customer experience, data analytics, or project management through our learning stipend.
• Take ownership of cross‑departmental initiatives that accelerate your career trajectory.
• Receive quarterly performance reviews that focus on growth, impact, and alignment with brighthush values.
• Participate in hackathons and innovation challenges that foster creative problem‑solving.
• Contribute to white papers and thought‑leadership pieces that position brighthush as an industry authority.

Work Environment & Company Culture

brighthush is committed to fostering an inclusive, collaborative, and innovative workplace—no matter where our team members are located. Our culture is defined by:

• Remote‑first flexibility that supports diverse lifestyles and time zones.
• Transparent communication channels, including weekly all‑hands meetings and real‑time collaboration tools.
• A focus on sustainability, with initiatives such as carbon‑neutral office practices and community outreach programs.
• Recognition programs that celebrate individual and team achievements.
• A supportive environment that encourages experimentation, learning from failures, and celebrating successes.
• Regular virtual social events, hackathons, and wellness challenges to build camaraderie.
• Access to a global network of peers and experts across the energy sector.
• Commitment to mental health and well‑being through counseling services and flexible work arrangements.
• Inclusive hiring practices that value diverse perspectives and experiences.
• Continuous feedback loops that empower employees to shape their own career paths.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for remote customer support leadership roles.
• Performance‑based bonuses tied to team metrics, customer satisfaction scores, and debt‑collection targets.
• Health and wellness benefits, including comprehensive medical, dental, and vision coverage.
• Flexible paid time off (PTO) and a generous holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Equity or stock‑option plans that align your success with the company’s long‑term growth.
• Technology stipend to equip you with the best tools for remote work.
• Annual wellness stipend for gym memberships, meditation apps, or other self‑care initiatives.
• Access to a global network of industry experts and thought leaders.
• Employee referral bonus program to reward you for bringing top talent to brighthush.
• Comprehensive parental leave policy and flexible caregiving support.
• Regular wellness webinars and mindfulness sessions.

How to Apply

If you are a results‑driven leader with a passion for customer experience and a desire to make a tangible impact in the energy sector, we want to hear from you. Please submit your resume and a cover letter that highlights your relevant experience, leadership philosophy, and why you are excited about the opportunity at brighthush.

Join us in shaping the future of sustainable energy—one satisfied customer at a time.