Senior Team Lead – Customer Support & In‑Store Experience (Remote, Australia)

About brighthush

brighthush is a forward‑thinking technology and logistics powerhouse that is redefining how people connect with the world around them. By combining cutting‑edge software, data analytics, and a passion for service, we empower local businesses and consumers to experience seamless, door‑to‑door delivery and support. Our mission is simple: to make every interaction brighter, faster, and more reliable. With a vibrant culture that celebrates curiosity, collaboration, and continuous improvement, brighthush is the place where talented professionals turn challenges into opportunities and ideas into impact.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑growth team that is shaping the future of logistics and customer experience. We value innovation, ownership, and a relentless focus on customer delight. As a Senior Team Lead – Customer Support & In‑Store Experience, you’ll have the chance to:

• Lead a distributed team of support specialists across Australia, driving performance and fostering a culture of excellence.
• Shape the customer support strategy for our flagship in‑store and online platforms.
• Collaborate with product, engineering, and data teams to turn insights into actionable improvements.
• Mentor and develop the next generation of customer service leaders.
• Enjoy a flexible, remote work environment that supports work‑life balance.

Key Responsibilities

As the Senior Team Lead, you will be the linchpin that ensures our customers receive world‑class support. Your day‑to‑day responsibilities will include:

• Team Leadership & Coaching: Build, inspire, and manage a high‑performing remote support team. Conduct regular one‑on‑ones, performance reviews, and skill‑development sessions to elevate team capabilities.
• Operational Excellence: Design, implement, and refine support processes, SOPs, and knowledge bases to maximize efficiency and consistency across all channels.
• Escalation Management: Own the resolution of complex, high‑impact issues. Act as the final point of escalation for critical incidents, ensuring timely and satisfactory outcomes.
• Data‑Driven Decision Making: Leverage CRM analytics, help‑desk metrics, and customer feedback to identify trends, root causes, and opportunities for improvement.
• Cross‑Functional Collaboration: Partner with product, engineering, and operations teams to communicate customer pain points, propose feature enhancements, and influence roadmap decisions.
• Stakeholder Communication: Provide regular updates to senior leadership on team performance, key metrics, and strategic initiatives.
• Continuous Learning & Innovation: Stay abreast of industry best practices, emerging technologies, and new support tools. Champion experimentation and adoption of innovative solutions.

Essential Qualifications

• Minimum of 3 years of technical customer support experience, preferably in a SaaS or logistics environment.
• Proven track record of leading and coaching remote teams, with a demonstrated ability to motivate and develop talent.
• Strong communication skills—both written and verbal—across multiple stakeholder levels.
• Hands‑on experience with CRM systems (e.g., Salesforce, HubSpot), help‑desk platforms (e.g., Zendesk, Freshdesk), and analytics dashboards (e.g., Tableau, Power BI).
• Excellent problem‑solving aptitude, with a methodical approach to diagnosing and resolving complex issues.
• Fluency in English; additional languages are a plus.
• Self‑starter mindset with a passion for continuous improvement and customer advocacy.

Preferred Qualifications

• Experience in the logistics, e‑commerce, or fintech sectors.
• Background in data analysis or experience with SQL, Python, or similar tools.
• Knowledge of agile methodologies and experience working in cross‑functional, fast‑paced teams.
• Prior exposure to remote workforce management tools (e.g., Slack, Teams, Asana).
• Leadership experience in a multicultural, multi‑time‑zone environment.

Key Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and hold a team accountable.
• Customer‑Centric Mindset: Deep empathy for customers and a drive to exceed expectations.
• Analytical Thinking: Proficiency in interpreting data to inform decisions.
• Technical Proficiency: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrives in a rapidly changing environment and embraces change.
• Project Management: Skilled at prioritizing tasks, managing timelines, and delivering results.

Career Growth & Learning Opportunities

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

• Progress into senior leadership roles such as Director of Customer Experience or Head of Support.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access a curated learning library covering product management, data analytics, and emerging tech trends.
• Collaborate with cross‑functional teams to shape product strategy and innovation.
• Receive regular feedback and coaching to refine your leadership style and broaden your skill set.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to excellence. You’ll experience:

• Fully remote work with flexible hours to accommodate different time zones.
• A supportive, inclusive environment that values diverse perspectives.
• Regular virtual town halls, hackathons, and team‑building activities.
• Access to state‑of‑the‑art collaboration tools and a robust knowledge base.
• A focus on mental health and well‑being, with resources such as counseling services and wellness programs.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for senior support leadership roles.
• Performance‑based bonuses tied to team and company metrics.
• Equity options to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible working arrangements and a home‑office stipend.
• Professional development budget and tuition reimbursement.
• Well‑being initiatives such as mindfulness sessions, fitness subsidies, and mental health support.

How to Apply

Ready to bring your leadership, technical expertise, and passion for customer experience to brighthush? Click the link below to submit your application and join a team that is making a tangible difference in the lives of millions.

Apply to this role at brighthush

We’re Excited to Meet You!

At brighthush, we’re not just building a company; we’re building a community of innovators who care deeply about the people they serve. If you’re a seasoned support leader who thrives on solving complex problems, inspiring teams, and driving customer satisfaction, we want to hear from you. Join us and help illuminate the path to brighter, more reliable service for customers across Australia.