Senior Remote Customer Support Manager – Time Off Product & SaaS Support Leadership, Driving Excellence & Innovation at brighthush

Welcome to brighthush – Pioneering the Future of Workforce Management

At brighthush, we’re redefining how organizations nurture their most valuable asset: people. By integrating HR, IT, finance, and employee experience into a single, cloud‑native platform, we empower companies to focus on growth, innovation, and well‑being. Since our founding in 2016, we’ve cultivated a vibrant community of over 4,000 professionals across the United States, delivering a unified solution that scales from nimble startups to Fortune 500 enterprises.

Our Time Off product is a cornerstone of this vision, enabling teams to request, approve, and track leave with unprecedented transparency and efficiency. As we expand our customer base, we’re looking for a visionary leader to guide our support team, ensuring every interaction reflects the brighthush commitment to excellence, empathy, and continuous improvement.

Why This Role is a Game‑Changer

As the Remote Customer Support Manager for Time Off, you will be the linchpin between our customers, product, and engineering teams. You’ll shape the support experience, drive operational excellence, and influence product direction—all while leading a high‑performing, distributed team that thrives on autonomy and collaboration.

In this role, you’ll:

• Own the end‑to‑end support journey for Time Off, turning every customer interaction into an opportunity for delight.
• Build and scale a world‑class support organization that can grow with brighthush’s expanding customer footprint.
• Partner with Product and Engineering to translate customer insights into tangible product enhancements.
• Champion data‑driven decision making, turning metrics into actionable strategies that elevate service levels.

Key Responsibilities

• Subject Matter Expertise – Immerse yourself in the Time Off product, becoming the go‑to authority for complex support scenarios and product nuances.
• Team Leadership & Development – Lead, mentor, and inspire a distributed team of support specialists, fostering a culture of ownership, continuous learning, and high engagement.
• Onboarding & Training Architecture – Design, implement, and iterate a scalable onboarding program that equips new hires with the knowledge, tools, and confidence to excel from day one.
• Tool & Resource Enablement – Ensure the team has the right technology stack, knowledge base, and workflow automation to deliver swift, accurate resolutions.
• Performance & KPI Ownership – Define, track, and optimize key performance indicators (SLAs, CSAT, NPS, first‑contact resolution, etc.), using data to drive continuous improvement.
• Process & Practice Leadership – Collaborate with support leadership to refine operating processes, standard operating procedures, and escalation paths.
• Product Feedback Loop – Act as the bridge between customers and product/engineering, delivering actionable insights that reduce inbound contact volume and shorten resolution times.
• Executive Communication – Report on team performance, project status, and strategic initiatives to senior leadership, ensuring alignment and transparency.

Essential Qualifications

• 3–4 years of proven experience managing a customer support team in a fast‑paced SaaS or startup environment.
• Deep understanding of B2B SaaS operations, including ticketing systems, knowledge bases, and service level agreements.
• Experience leading a fully distributed team, with a track record of maintaining high engagement and productivity across time zones.
• Demonstrated success in designing and scaling training, quality assurance, and metrics programs at scale.
• Strong analytical mindset: ability to interpret data, identify trends, and implement evidence‑based improvements.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Self‑motivated, detail‑oriented, and action‑driven, with a passion for learning and a people‑first leadership style.
• Proficiency with Salesforce Service Cloud (or equivalent) and familiarity with other support tools such as Zendesk, Intercom, or Freshdesk.
• Preferred: Experience in the HR tech or workforce management space; PST timezone residency is a plus.

Preferred (but not mandatory) Attributes

• Background in product management or engineering, providing a holistic view of the product lifecycle.
• Experience with agile methodologies and cross‑functional collaboration.
• Fluency in multiple languages, enhancing support for a global customer base.
• Prior exposure to equity compensation and startup culture.

Skills & Competencies for Success

• Leadership & Coaching – Ability to inspire, develop, and retain top talent in a remote setting.
• Strategic Thinking – Translate customer pain points into product and process improvements.
• Data Literacy – Build dashboards, analyze trends, and present insights to stakeholders.
• Customer‑Centric Mindset – Champion the customer’s voice in every decision.
• Adaptability – Thrive in a dynamic environment, pivoting quickly when priorities shift.
• Technical Acumen – Comfortable navigating CRM systems, APIs, and integration points.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As you lead our Time Off support team, you’ll:

• Gain exposure to product strategy and engineering roadmaps, positioning you for future leadership roles in product or operations.
• Participate in cross‑functional initiatives, from customer success to marketing, broadening your skill set.
• Access continuous learning resources—webinars, conferences, and internal knowledge sharing sessions.
• Receive mentorship from senior leaders who have navigated similar paths in the SaaS ecosystem.
• Potential equity participation, aligning your success with the company’s long‑term vision.

Work Environment & Culture at brighthush

Our culture is built on transparency, autonomy, and a relentless focus on impact. Key highlights include:

• Remote‑First, but Connected – Work from anywhere in the U.S., with regular virtual town halls, team‑building events, and optional in‑person retreats.
• Inclusive & Diverse – We celebrate differences and foster an environment where every voice is heard.
• Innovation‑Driven – Your ideas will shape product features, support processes, and customer experiences.
• Work‑Life Balance – Flexible hours, generous PTO, and a culture that respects personal commitments.
• Community Impact – Participate in volunteer programs and social impact initiatives that align with our mission.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, you can expect a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior support leadership roles.
• Performance‑based bonuses tied to team KPIs and company milestones.
• Equity options, giving you a stake in brighthush’s growth.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and flexible work arrangements.
• Professional development stipend and access to industry conferences.
• Wellness programs, including mental health resources and virtual fitness classes.

How to Apply

If you’re ready to lead a high‑impact support team, shape the future of Time Off, and grow alongside a forward‑thinking SaaS company, we want to hear from you. Submit your application through our careers portal or click the link below to start the conversation.

Apply to brighthush Today

Join brighthush – Where Support Meets Innovation

At brighthush, we’re not just building a product; we’re building a community of people who care about each other’s success. As our Remote Customer Support Manager for Time Off, you’ll play a pivotal role in ensuring that every customer feels heard, valued, and empowered. If you’re passionate about people, data, and continuous improvement, and you thrive in a fast‑moving, remote environment, we invite you to bring your expertise to brighthush. Together, we’ll create a support experience that sets the industry standard.