Senior Technical Customer Service Manager – Remote Leadership & Customer Experience Excellence at brighthush

About brighthush

At brighthush, we’re on a mission to transform the way people interact with digital products. Our portfolio spans cutting‑edge SaaS platforms, mobile applications, and cloud‑native services that empower millions of users worldwide. We blend advanced technology with human‑centric design to deliver experiences that are not only intuitive and reliable but also delightfully engaging. As a fast‑growing, customer‑first organization, we invest heavily in our people, our culture, and our commitment to continuous improvement. If you thrive in a dynamic, remote environment and want to make a tangible impact on millions of users, brighthush is the place for you.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere in the world with flexible hours that respect your work‑life balance.
• Impactful Work: Your decisions will shape the customer experience for a global user base and influence product strategy.
• Growth & Development: Access to mentorship, leadership training, and a clear career ladder that rewards performance.
• Inclusive Environment: We celebrate diversity, encourage collaboration, and foster a culture of psychological safety.
• Competitive Compensation: Market‑aligned salary, equity options, and a comprehensive benefits package.

Role Overview

As the Senior Technical Customer Service Manager at brighthush, you will lead a high‑performing remote customer support team, ensuring that every interaction reflects our brand’s commitment to excellence. You will partner with product, engineering, sales, and marketing to translate customer insights into actionable improvements, driving both satisfaction and retention. Your leadership will set the tone for a culture of continuous learning, data‑driven decision making, and relentless pursuit of customer delight.

Your Impact

In this role, you will:

• Elevate the quality of support interactions across all channels, ensuring consistency with brand values.
• Translate customer pain points into product enhancements that reduce churn and increase upsell opportunities.
• Build a high‑energy, self‑managed team that thrives in a fully remote environment.
• Champion a culture of ownership, accountability, and continuous improvement.

Key Responsibilities

• Team Leadership & Development: Recruit, coach, and retain top talent; create a culture of continuous learning and high engagement.
• Strategic Vision: Define and evolve the customer service strategy to align with brighthush’s product roadmap and business goals.
• Process & Quality Management: Design, implement, and refine SOPs, escalation paths, and quality assurance frameworks.
• Performance Analytics: Establish KPIs (CSAT, NPS, First‑Contact Resolution, Time‑to‑Resolution), monitor dashboards, and drive data‑driven improvements.
• Escalation Management: Resolve complex technical issues, coordinate cross‑functional resources, and ensure timely, satisfactory outcomes.
• Customer Advocacy: Act as the voice of the customer within brighthush, feeding insights into product and marketing initiatives.
• Reporting & Communication: Prepare executive‑level reports, present findings, and recommend strategic actions.
• Innovation & Trends: Stay ahead of industry best practices, emerging technologies, and customer expectations; pilot new tools and methodologies.
• Training & Enablement: Develop onboarding programs, knowledge bases, and ongoing skill‑building workshops.

Essential Qualifications

• Minimum 8 years of progressive experience in customer support, with at least 3 years in a managerial or leadership capacity.
• Proven track record of building and scaling remote support teams in SaaS or technology environments.
• Deep familiarity with customer service platforms (e.g., Zendesk, Freshdesk, Intercom) and CRM systems (Salesforce, HubSpot).
• Strong analytical mindset: ability to interpret data, identify trends, and translate insights into actionable plans.
• Excellent communication skills—both written and verbal—across all stakeholder levels.
• Demonstrated problem‑solving and decision‑making capabilities, especially under pressure.
• Experience with agile product development cycles and cross‑functional collaboration.
• Proficiency in English; additional languages are a plus.

Preferred Attributes

• Experience in mobile app and web development environments, with a solid understanding of the underlying technical stack.
• Background in data‑driven customer experience initiatives, such as NPS programs or customer journey mapping.
• Knowledge of DevOps practices and basic troubleshooting of cloud infrastructure (AWS, Azure, GCP).
• Leadership certifications (e.g., PMP, Six Sigma, or similar).
• Passion for continuous learning—actively pursuing certifications, attending conferences, or contributing to industry communities.

Skills & Competencies

• Strategic Thinking & Execution
• Team Building & Mentorship
• Customer‑Centric Mindset
• Data Analysis & KPI Management
• Conflict Resolution & Escalation Management
• Cross‑Functional Collaboration
• Change Management
• Technical Troubleshooting & Root Cause Analysis
• Excellent Written & Verbal Communication

Career Growth & Learning Opportunities

At brighthush, we believe that your growth fuels our success. As a Senior Technical Customer Service Manager, you will:

• Progress into a Director of Customer Experience role, overseeing global support operations.
• Lead cross‑functional initiatives that shape product strategy and customer engagement.
• Participate in leadership development programs, including mentorship from senior executives.
• Access a curated learning library—courses, webinars, and industry conferences—at no cost.
• Opportunity to publish thought leadership pieces on our internal blog and external platforms.

Work Environment & Culture

Our remote‑first ethos means you’ll collaborate with a diverse, globally distributed team. We prioritize:

• Transparent communication through weekly all‑hands, bi‑weekly retrospectives, and open‑door leadership channels.
• Inclusive decision‑making, where every voice is heard and valued.
• Continuous feedback loops—both from customers and team members—to refine processes.
• Celebration of wins, both big and small, through virtual shout‑outs and quarterly recognition events.

Compensation & Perks

While specific figures are tailored to experience and location, you can expect:

• Competitive base salary aligned with market benchmarks.
• Equity options that allow you to share in brighthush’s growth.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and a fully remote setup stipend.
• Professional development budget and access to industry events.
• Wellness programs—virtual fitness classes, mental health resources, and mindfulness sessions.

How to Apply

If you’re ready to lead a world‑class customer support team, drive measurable impact, and grow your career in a culture that values innovation and empathy, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Senior Technical Customer Service Manager role.

Apply Now –