Senior Remote Team Lead – Customer Support Engineering & Operations – Driving Global Digital Connectivity, Customer Success, and Innovation 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 brighthush is the place for you

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 & Continuous Improvement – Design, document, and refine support processes, knowledge base content, and automation workflows. Champion a culture of data‑driven decision making and continuous improvement to reduce ticket volume and improve customer satisfaction.
• Cross‑Functional Collaboration – Work hand‑in‑hand with Product, Engineering, Sales, and Marketing to surface customer pain points, influence feature prioritization, and ensure a seamless handoff of complex issues.
• Customer Advocacy – Represent the voice of the customer within brighthush, ensuring that their needs and feedback shape product roadmaps and service enhancements.
• Team Culture & Well‑Being – Foster a supportive, inclusive, and high‑energy team environment. Champion initiatives that promote work‑life balance, mental health, and professional development.
• Metrics & Reporting – Own key performance indicators (KPIs) for the support team, including ticket volume, first‑contact resolution, NPS, and CSAT. Deliver regular reports and insights to leadership.
• Technology & Tooling – Evaluate and implement new support tools, automation platforms, and analytics solutions that enhance team efficiency and customer experience.
• Compliance & Security – Ensure all support activities adhere to industry best practices, data privacy regulations, and brighthush’s internal security policies.

Essential Qualifications

• 10+ years of experience in technical support, customer success, or related roles, with at least 4 years in a leadership capacity.
• Proven track record of building, scaling, and managing high‑performing remote support teams.
• Deep understanding of secure connectivity technologies, VPNs, SD‑WAN, and cloud networking.
• Strong analytical skills, with the ability to interpret data, identify trends, and drive actionable improvements.
• Excellent communication skills—both written and verbal—across all levels of the organization.
• Experience with modern support platforms (e.g., Zendesk, ServiceNow, Freshservice) and automation tools (e.g., Zapier, Power Automate).
• Demonstrated ability to manage SLA/SLO metrics and deliver consistent, high‑quality customer service.
• Proficiency in troubleshooting complex network and security issues, with a methodical, customer‑centric approach.
• Strong leadership presence, with a passion for coaching, mentoring, and developing talent.
• Commitment to diversity, equity, and inclusion, and a track record of fostering inclusive teams.

Preferred Qualifications

• Experience in the SaaS or cybersecurity industry, especially with secure connectivity solutions.
• Hands‑on experience with cloud platforms (AWS, Azure, GCP) and network monitoring tools.
• Knowledge of ITIL or other service management frameworks.
• Background in data analytics or business intelligence, with proficiency in SQL or similar query languages.
• Experience leading cross‑functional initiatives that bridge product, engineering, and customer success.
• Fluency in additional languages beyond English is a plus.

Skills & Competencies

• Technical Acumen – In-depth knowledge of networking protocols, VPN technologies, and security best practices.
• Leadership & Coaching – Ability to inspire, motivate, and develop a distributed team.
• Strategic Thinking – Translate business objectives into operational plans and measurable outcomes.
• Customer‑Centric Mindset – Deep empathy for customers and a relentless drive to exceed expectations.
• Data‑Driven Decision Making – Use metrics and analytics to inform process improvements and strategy.
• Communication & Collaboration – Articulate complex technical concepts to non‑technical stakeholders.
• Adaptability & Resilience – Thrive in a fast‑changing, high‑pressure environment.
• Innovation & Continuous Learning – Stay ahead of industry trends and champion experimentation.

Career Growth & Learning Opportunities

At brighthush, we believe that professional growth is a shared journey. As Senior Remote Team Lead, you will:

• Progress to Director of Customer Support or VP of Customer Success, shaping the global customer experience strategy.
• Lead cross‑functional initiatives that influence product development, security enhancements, and market expansion.
• Participate in executive‑level strategy sessions, gaining visibility across the organization.
• Access a robust learning ecosystem, including online courses, certifications, and mentorship programs.
• Attend industry conferences, webinars, and workshops—often sponsored by brighthush—to stay at the forefront of secure connectivity.

Work Environment & Company Culture

brighthush’s remote‑first culture means you can work from anywhere while staying connected to a vibrant, global community. We provide:

• Fully equipped home office stipend and ergonomic support.
• Monthly virtual team‑building events, hackathons, and wellness sessions.
• Flexible working hours that respect personal commitments and time zones.
• Regular virtual town halls and open‑door policy with senior leadership.
• A culture that celebrates curiosity, experimentation, and learning.

Compensation & Perks

While specific figures vary by experience and location, brighthush offers a competitive total‑reward package that includes:

• Base salary commensurate with market rates for senior leadership roles in the tech industry.
• Performance‑based bonuses tied to team and company metrics.
• Equity or stock‑option plans that align your success with brighthush’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off and a generous parental leave policy.
• Professional development budget and tuition reimbursement.
• Wellness stipend, mental‑health resources, and access to virtual fitness classes.
• Annual company retreat and quarterly virtual meet‑ups.

How to Apply

Ready to lead a world‑class remote support team and shape the future of secure connectivity? Click the link below to submit your application and join the brighthush family.

Apply for this job

We look forward to discovering how your expertise, passion, and vision can help us continue to build an Internet that is easy, sensible, and safe for everyone.