Senior Remote Faculty Support Lead – Customer Success & Courseware Adoption Champion – Driving Global Educator Engagement, Innovation, and Impact at brighthush

About brighthush and the Future of Education

brighthush is a trailblazer in the educational technology landscape, redefining how teachers, administrators, and learners connect in an increasingly digital world. With a portfolio that spans interactive courseware, adaptive learning platforms, and sophisticated data‑driven analytics, we empower institutions to deliver engaging, personalized learning experiences at scale. Our mission is simple yet ambitious: to make high‑quality education accessible, affordable, and impactful for every student, anywhere in the world.

In an era where technology is inseparable from pedagogy, the demand for seamless, technology‑enabled teaching has never been higher. Faculty members need reliable support, intuitive tools, and a partner who truly understands the unique challenges of curriculum design, assessment, and student engagement. At brighthush, we are building a vibrant community of educators who thrive on innovation, collaboration, and continuous improvement.

Position Overview

We are seeking an experienced Remote Faculty Support Lead to join our Customer Success team. In this role, you will be the primary point of contact for faculty members using brighthush courseware and tools. You will coach, mentor, and empower educators to maximize the value of our solutions, ensuring a high‑level service experience that drives adoption, satisfaction, and long‑term success.

As a remote position, you will work from anywhere while collaborating with cross‑functional teams—including Product, Engineering, Training, and Marketing—to meet dynamic demands and peak periods. Your strategic insight and hands‑on expertise will shape the future of faculty support at brighthush.

What You’ll Do

Faculty Engagement & Coaching

• Trusted Advisor: Serve as the go‑to resource for faculty, offering personalized guidance on course design, content integration, and best practices for using brighthush tools.
• Mentorship: Conduct one‑on‑one coaching sessions, workshops, and webinars that elevate faculty confidence and competence.

Issue Resolution & Escalation

• Rapid Diagnosis: Identify and resolve technical and instructional challenges, ensuring minimal disruption to teaching and learning.
• Escalation Pathways: Collaborate with Product, Engineering, and Support to triage complex issues, maintaining clear communication with stakeholders.

Adoption & Onboarding

• Onboarding Leadership: Design and deliver instructor onboarding programs that accelerate proficiency and adoption of new features.
• Continuous Engagement: Maintain ongoing relationships with faculty to nurture long‑term adoption and satisfaction.

Course Build Assistance

• Collaborative Design: Partner with faculty to build and refine courses, ensuring alignment with learning objectives, assessment strategies, and institutional standards.
• Quality Assurance: Review course artifacts for pedagogical soundness, accessibility, and technical integrity.

Data‑Driven Insights

• Analytics Monitoring: Track usage metrics, identify trends, and surface actionable insights that enhance faculty experience and student outcomes.
• Reporting: Produce regular dashboards and reports for internal stakeholders and faculty partners.

Cross‑Functional Collaboration

• Feedback Loop: Relay faculty insights to Product and Engineering, influencing roadmap decisions and feature prioritization.
• Resource Development: Work with Marketing and Training to create targeted resources, knowledge base articles, and video tutorials.

Community Building

• Virtual Meet‑Ups: Organize and moderate virtual forums, peer‑to‑peer learning circles, and feedback sessions.
• Culture Champion: Foster a sense of belonging and collaboration among faculty across diverse institutions.

Peak Period Management

• Demand Forecasting: Anticipate spikes in support demand during enrollment, assessment, and exam periods.
• Resource Allocation: Coordinate with the support team to ensure timely resolution and minimal disruption.

Continuous Improvement

• Retrospectives: Participate in regular retrospectives, share lessons learned, and champion process enhancements that elevate service quality.
• Innovation: Identify opportunities to streamline workflows, automate repetitive tasks, and improve overall efficiency.

Who You Are

Essential Qualifications

• Minimum of 5 years of experience in customer success, technical support, or instructional design within the education technology sector.
• Proven track record of coaching educators and driving adoption of digital learning tools.
• Strong understanding of instructional design principles, learning management systems (LMS), and course authoring tools.
• Excellent communication skills—both written and verbal—across diverse audiences.
• Analytical mindset with the ability to interpret usage data and translate insights into actionable recommendations.
• Proficiency in remote collaboration tools (Zoom, Teams, Slack, Confluence, etc.) and a self‑starter attitude.
• Experience with agile methodologies and cross‑functional project coordination.
• High level of empathy, patience, and a genuine passion for supporting educators.

Preferred Qualifications

• Advanced degree in Education, Instructional Design, or a related field.
• Experience working with higher‑education institutions or large K‑12 districts.
• Knowledge of data privacy regulations (FERPA, GDPR) and best practices for handling student information.
• Multilingual capabilities to support faculty in non‑English speaking regions.
• Previous experience leading remote teams or managing distributed support operations.
• Familiarity with analytics platforms such as Tableau, Power BI, or similar.

Skills & Competencies

• Customer‑Centric Mindset: A deep commitment to understanding and exceeding faculty expectations.
• Problem‑Solving: Ability to diagnose complex issues quickly and devise effective solutions.
• Strategic Thinking: Vision for long‑term adoption goals and the ability to align tactics accordingly.
• Collaboration: Comfortable working with cross‑functional teams and building consensus.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.
• Project Management: Skilled at prioritizing tasks, managing timelines, and delivering results.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Communication: Clear, concise, and persuasive communication tailored to educators, administrators, and internal stakeholders.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared responsibility. As a Remote Faculty Support Lead, you will:

• Gain exposure to cutting‑edge educational technologies and emerging trends.
• Participate in leadership development programs that sharpen strategic and managerial skills.
• Collaborate with senior executives on product strategy and roadmap decisions.
• Lead initiatives that shape the future of faculty support and customer success.
• Access a robust learning library, including courses on instructional design, data analytics, and leadership.
• Earn certifications in relevant areas such as LMS administration, instructional design, or project management.

Work Environment & Culture at brighthush

Our culture is built on four core values: Innovation, Collaboration, Integrity, and Impact. We foster an inclusive, flexible, and supportive environment where every team member can thrive.

• Remote‑First Flexibility: Work from anywhere with a reliable internet connection.
• Collaborative Tools: Access to state‑of‑the‑art communication and project management platforms.
• Community & Recognition: Regular virtual town halls, peer‑recognition programs, and mentorship opportunities.
• Wellness & Work‑Life Balance: Generous paid time off, mental health resources, and wellness stipends.
• Continuous Learning: Annual learning budget, conference sponsorships, and internal knowledge‑sharing sessions.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Flexible paid time off and parental leave policies.
• Professional development stipend and tuition reimbursement.
• Wellness program access, including virtual fitness classes and mental health support.
• Annual company retreats and team‑building events.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that is reshaping education for the digital age. Your work will directly impact thousands of faculty members and, by extension, millions of students worldwide. You will collaborate with passionate, talented professionals who are committed to innovation, excellence, and continuous improvement.

We value curiosity, resilience, and a growth mindset. If you are ready to take on a dynamic, high‑impact role that blends customer success, instructional design, and strategic leadership, we want to hear from you.

How to Apply

Ready to make a difference? Submit your resume, cover letter, and any relevant portfolio or case studies that showcase your experience in faculty support or customer success. Tell us why you are the ideal candidate to lead our remote faculty support team and help educators unlock the full potential of brighthush’s learning solutions.

We look forward to exploring how your expertise and passion can contribute to our mission of delivering transformative educational experiences.