Senior Remote Team Lead – Customer Support Engineering & Operations – Driving Global Digital Connectivity at brighthush

About brighthush

brighthush is a trailblazer in the secure connectivity space, redefining how individuals, teams, and enterprises link together across the globe. Since our founding in 2019, we have built a suite of cutting‑edge software that seamlessly interconnects devices, protects networks, and empowers collaboration—no matter where you are. Our mission is simple yet powerful: create an Internet that is easy, sensible, and safe, echoing the trust and reliability of the early web.

What sets brighthush apart is our fully distributed, remote‑first culture. We champion flexibility, innovation, and continuous learning, allowing every team member to thrive in a dynamic environment that values both personal growth and collective impact. Whether you’re a seasoned engineer, a seasoned manager, or a passionate advocate for customer success, you’ll find a place at brighthush where your expertise drives real change.

Why Join brighthush?

At brighthush, you’ll be part of a forward‑thinking team that tackles complex challenges in a fast‑paced, remote‑first setting. We are deeply committed to diversity, equity, and inclusion, and we provide the tools, resources, and support necessary for every employee to grow both personally and professionally. Your contributions will resonate across the entire organization, from product development to customer experience, and you’ll have the opportunity to shape the future of secure connectivity.

Key Responsibilities

• Lead and Mentor a High‑Performing Team – Oversee day‑to‑day operations for a squad of 8‑10 support engineers, guiding them through onboarding, technical mentorship, and career coaching. Conduct regular 1:1s and performance reviews to ensure alignment with team goals and company vision.
• Operational Excellence – Manage the support queue to guarantee SLA/SLO adherence, including response and resolution times. Serve as the internal escalation point for complex technical issues and challenging customer situations, ensuring swift, effective resolution.
• Strategic Alignment – Partner closely with the VP of Customer Engineering to translate departmental objectives into actionable plans for your team. Align day‑to‑day activities with the broader strategic roadmap and communicate progress to senior leadership.
• Process & Tooling Optimization – Collaborate with Support and CX Operations to refine workflows, improve internal tooling (brighthush, Incident.io, Kapa.ai, PagerDuty, Jira), and implement best practices for ticket quality and brand voice. Champion continuous improvement initiatives that reduce friction and increase efficiency.
• Data‑Driven Decision Making – Perform regular QA reviews on tickets, analyze support data, and gather customer feedback (CSAT). Identify trends, surface insights to leadership, and recommend improvements that enhance the customer experience and operational performance.
• Customer Advocacy – Serve as the voice of the customer within brighthush, ensuring that their needs and pain points inform product development and service enhancements. Translate frontline insights into actionable product roadmap items.

Essential Qualifications

• 4+ years of experience in a technical support role within a SaaS environment, with a proven track record of delivering high‑quality customer service.
• 1+ year of demonstrated leadership, management, or formal mentoring experience, preferably in a remote or distributed setting.
• Strong technical foundation in networking fundamentals (TCP/IP, DNS, firewalls, routing) and a deep understanding of security concepts.
• Proficiency with Kubernetes and container orchestration is a plus, reflecting our cloud‑native architecture.
• Hands‑on experience with identity management and SSO integrations (Okta, Azure AD, Google Workspace) to support a diverse customer base.
• Background supporting customers across multiple operating systems (Linux, macOS, Windows) and a knack for troubleshooting complex, cross‑platform issues.
• Demonstrated ability to manage and optimize support workflows across processes and tooling, driving efficiency and quality.
• Data‑driven mindset with a track record of tracking and acting on metrics such as CSAT, TTFR, and TTR.
• Excellent communication skills for translating technical concepts to both customers and internal stakeholders.
• Ability to thrive in a fast‑paced environment while juggling multiple competing priorities.

Preferred Qualifications

• Experience leading remote teams in a distributed organization, with a proven ability to build cohesion and high performance across time zones.
• Familiarity with advanced incident management platforms (PagerDuty, Incident.io) and the ability to orchestrate cross‑functional incident response.
• Knowledge of AI‑driven support tools and automation, and a passion for leveraging emerging technologies to improve customer outcomes.
• Background in customer success or product management, providing a holistic view of the customer journey.
• Experience with performance analytics dashboards and reporting, enabling data‑backed decision making.

Skills & Competencies

• Leadership & Coaching – Inspire, motivate, and develop team members to reach their full potential, fostering a culture of continuous learning.
• Technical Expertise – Deep understanding of networking, security, and cloud infrastructure, enabling you to guide your team through complex technical challenges.
• Strategic Thinking – Translate business goals into operational plans and measurable outcomes, ensuring alignment with company objectives.
• Communication – Clear, concise, and empathetic communication with customers, peers, and executives, bridging technical and non‑technical audiences.
• Problem Solving – Analytical mindset to diagnose complex issues and devise effective, scalable solutions.
• Collaboration – Work cross‑functionally with engineering, product, and marketing teams to drive customer‑centric initiatives.
• Adaptability – Thrive in a dynamic, evolving environment and pivot quickly when priorities shift.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Team Lead, you’ll have access to a wealth of development resources designed to accelerate your career trajectory:

• Annual professional development stipend of $1,500 to pursue courses, certifications, or conferences that align with your career goals.
• Mentorship and coaching programs that pair you with senior leaders across the organization, providing guidance and insight into executive decision making.
• Clear promotion pathways to senior leadership roles, including Director of Customer Engineering and VP of Customer Success, with transparent criteria and regular performance reviews.
• Opportunities to contribute to product strategy, feature prioritization, and roadmap planning, giving you a seat at the table where the future of secure connectivity is shaped.
• Hands‑on experience with emerging technologies such as AI‑driven support automation, advanced security protocols, and next‑generation networking solutions.

Work Environment & Company Culture

brighthush is a fully remote, distributed company that values flexibility and work‑life integration. Our culture is built on the following pillars:

• Inclusivity – We celebrate diverse voices and backgrounds, ensuring every team member feels heard, respected, and empowered to contribute.
• Transparency – Open communication channels, regular all‑hands meetings, and a commitment to sharing decision‑making processes keep everyone aligned.
• Collaboration – Cross‑functional teams work together seamlessly, leveraging shared tools and best practices to deliver exceptional results.
• Innovation – We encourage experimentation, rapid prototyping, and continuous improvement, fostering an environment where new ideas thrive.
• Community – Annual company retreats, virtual and in‑person social events, and a corporate co‑working program let you connect with teammates worldwide.

Compensation & Benefits

brighthush offers a competitive total compensation package that reflects the value of senior support leadership roles:

• Base salary aligned with market rates for senior support leadership positions, with regular performance‑based adjustments.
• Equity incentive plan that allows you to share in the company’s long‑term success and build lasting wealth.
• Comprehensive group benefits with no waiting period, covering health, vision, dental, and more for you and your family.
• Generous paid time off and flexible vacation policies that support work‑life balance and personal well‑being.
• Monthly home‑internet reimbursement and a $1,000 stipend to build your ideal home office setup.
• Parental leave program with top‑ups for up to 26 weeks, ensuring you can focus on your growing family.
• Access to a global network of remote teammates, fostering collaboration across Canada, the United States, and the United Kingdom.

How to Apply

If you’re ready to lead a high‑impact support team, champion customer success, and shape the future of secure connectivity, we’d love to hear from you. Submit your application through the link below and join the brighthush family—where your expertise, curiosity, and passion for customer advocacy will thrive.