Senior Technical Support Team Lead – Chat & Email Operations, Remote 24/7, Multilingual AI‑Powered Customer Experience Manager – Drive Global Customer Success at brighthush

About brighthush

brighthush is more than a technology provider; it is a global catalyst for customer experience transformation. With a footprint that spans the Americas, Europe, Africa, and Asia, we empower brands to deliver world‑class, multilingual support through AI‑driven solutions and a dynamic gig workforce. Our mission is simple yet ambitious: to create seamless, scalable, and highly personalized customer experiences that drive loyalty and growth for our partners. We achieve this by combining cutting‑edge technology, data‑centric insights, and a culture that celebrates curiosity, collaboration, and continuous learning.

Why brighthush is the Place to Accelerate Your Career

At brighthush, we believe that the future of customer support is built on people, purpose, and technology. We champion diversity, encourage curiosity, and reward results. As a fully remote, 24/7 operation, you can work from anywhere in India while staying connected to a vibrant, global team. If you thrive on solving complex problems, mentoring others, and driving measurable impact, brighthush is the place where your leadership will shine. Every team member is a catalyst for change, and we provide the tools, resources, and support to help you grow both personally and professionally.

Your Role: Technical Support Team Lead – Chat & Email

As the Technical Support Team Lead, you will be the linchpin that ensures our chat and email support channels operate at peak efficiency. You will guide a high‑performing team of agents, drive process excellence, and act as the first line of escalation for complex technical issues. Your influence will shape the customer experience, inform product development, and help brighthush stay ahead in a rapidly evolving support landscape. This role is a blend of leadership, technical acumen, and strategic thinking – a perfect fit for someone who loves to empower people while driving operational excellence.

Key Responsibilities

• Lead & Inspire: Manage a high‑performing team of Technical Support Agents across chat and email channels, fostering a culture of excellence, accountability, and continuous improvement.
• Performance Management: Track, analyze, and report on team metrics (CSAT, SLA adherence, productivity). Provide regular feedback, coaching, and mentorship to elevate individual and collective performance.
• Quality Assurance: Conduct rigorous quality audits, ensuring every interaction meets brighthush’s stringent SOPs and brand standards.
• Escalation Handling: Serve as the first line of escalation for complex technical issues, collaborating with cross‑functional teams (Engineering, Product, Ops) to resolve incidents swiftly.
• Process Improvement: Identify gaps in workflows, propose data‑driven solutions, and champion continuous improvement initiatives that enhance efficiency and customer satisfaction.
• Workload & Queue Management: Prioritize support tickets, balance team capacity, and ensure optimal coverage across 24/7 shifts.
• Training & Development: Design and deliver onboarding programs, skill‑building workshops, and knowledge‑sharing sessions to keep the team at the cutting edge of support best practices.
• Stakeholder Collaboration: Partner with Product, Engineering, and Customer Success to translate customer feedback into actionable product enhancements.
• Reporting & Analytics: Prepare insightful performance reports for senior leadership, highlighting trends, risks, and opportunities.
• Innovation & AI Integration: Work closely with the AI team to pilot new chatbot features, evaluate their impact, and refine support workflows accordingly.
• Compliance & Governance: Ensure all support activities comply with data privacy regulations (GDPR, CCPA, etc.) and internal security policies.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• Minimum 5 years of experience in customer support (chat/email), with at least 2 years in a leadership or team‑handling capacity.
• Proven track record of managing remote teams, driving high‑quality service, and meeting or exceeding SLA targets.
• Exceptional written communication skills, with meticulous attention to detail and a customer‑first mindset.
• Strong analytical and problem‑solving abilities, capable of dissecting complex technical issues and guiding teams toward resolution.
• Hands‑on experience with customer support tools (e.g., Zendesk, Freshdesk, Intercom) and chat platforms.
• Demonstrated empathy, patience, and a genuine passion for delivering outstanding customer experiences.
• Experience with data visualization tools (Tableau, Power BI) is a plus.

Preferred Qualifications

• Experience in a multilingual support environment, with proficiency in at least one additional language.
• Familiarity with AI‑driven support tools and chatbot integration.
• Knowledge of ITIL or other service‑management frameworks.
• Prior exposure to global gig workforce management or distributed teams.
• Certifications in Customer Experience Management or Agile Coaching.

Core Skills & Competencies

• Leadership & Team Building
• Strategic Thinking & Execution
• Data‑Driven Decision Making
• Conflict Resolution & Escalation Management
• Process Design & Optimization
• Cross‑Functional Collaboration
• Adaptability in a Fast‑Paced, 24/7 Environment
• Customer‑Centric Mindset
• Change Management & Continuous Improvement
• Technology Adoption & Digital Fluency

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our support ecosystem. As a Team Lead, you’ll gain exposure to:

• Strategic leadership roles, including Operations Manager or Director of Customer Experience.
• Hands‑on experience with AI and automation initiatives that shape the future of support.
• Mentorship from senior leaders and access to a global network of experts.
• Continuous learning through internal training programs, certifications, and industry conferences.
• Opportunities to influence product development and customer‑centric strategy.
• Leadership development tracks that prepare you for executive roles.

Work Environment & Culture

brighthush thrives on a culture of transparency, empowerment, and innovation. Our remote, 24/7 model means you’ll collaborate with teammates across time zones, fostering a truly global perspective. We celebrate wins, learn from challenges, and reward creativity. Our inclusive environment ensures every voice is heard, and every contribution matters. We invest in community initiatives, virtual team building, and wellness programs that keep our workforce energized and engaged. Key cultural pillars include:

• Open Communication: Regular town halls, pulse surveys, and an open‑door policy (virtual, of course).
• Continuous Learning: Quarterly hackathons, skill‑share sessions, and a generous learning stipend.
• Health & Well‑Being: Comprehensive medical, dental, vision, and mental health support.
• Diversity & Inclusion: Dedicated affinity groups, inclusive hiring practices, and global cultural celebrations.
• Community Impact: Volunteer days, sustainability initiatives, and partnerships with local NGOs.

Compensation & Perks

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

• Performance‑based bonuses and incentive plans.
• Health and wellness benefits (medical, dental, vision).
• Flexible work hours and a fully remote setup.
• Generous paid time off and a holiday schedule that respects cultural diversity.
• Professional development stipend and access to industry certifications.
• Team events, virtual coffee breaks, and community initiatives.
• Equity or profit‑sharing options for senior leaders.
• Annual tech stipend for home‑office upgrades.

How to Apply

If you’re a seasoned support leader with a passion for technology, people, and process, brighthush invites you to bring your expertise to our global team. Join us in shaping the next generation of AI‑enhanced, multilingual customer experiences that delight users worldwide. Apply today and transform the way the world connects!