Senior Vice President – Global Customer Support & Operations Leader for SaaS FinTech Solutions at brighthush

About brighthush

brighthush is a trailblazing fintech powerhouse that delivers cutting‑edge SaaS solutions to the world’s most demanding financial services organizations. Founded in 2008 and headquartered in Dublin, we now operate from a global footprint that includes London, Singapore, Hyderabad, New York, Chicago, Fort Worth, Switzerland, South Africa, Slovenia, and the UAE. With a team of over 400 professionals and more than 1.5 million users across 128 countries, we serve a diverse portfolio that ranges from small businesses to the world’s top asset managers, banks, and investment banks.

Our culture is built on transparency, continuous improvement, and a relentless focus on customer success. We empower banks, asset managers, regulators, and other enterprise clients to navigate complex regulatory landscapes with confidence, delivering speed, reliability, and world‑class support that drives measurable business outcomes.

Why This Role Matters

As the Senior Vice President of Global Customer Support & Operations, you will be the linchpin that connects brighthush’s product excellence with the day‑to‑day experience of our enterprise customers. Your leadership will shape the future of support, ensuring that every interaction—whether it’s a ticket, a call, or a strategic partnership—delivers the level of responsiveness, empathy, and operational rigor that our tier‑1 clients expect. You will directly influence customer satisfaction, retention, and the overall perception of brighthush as a trusted partner in the financial services ecosystem.

Key Responsibilities

Global Support Leadership

• Lead, mentor, and grow a high‑performance Level 1 support organization of approximately 50 professionals across application, account, data management, implementation, and configuration support.
• Design and execute a follow‑the‑sun support model that spans the United States, Europe, APAC, and South Africa, ensuring seamless handoffs and 24/7 coverage.
• Instill a culture of ownership, accountability, and continuous improvement, fostering an environment where every team member feels empowered to deliver exceptional service.
• Define clear roles, responsibilities, escalation paths, and handoff procedures that align with brighthush’s operational standards and customer expectations.
• Champion diversity and inclusion within the support organization, ensuring that varied perspectives drive innovative solutions.

Support Operations, KPIs, and SLAs

• Develop, monitor, and refine core support KPIs—including first response time, time to resolution, SLA adherence, ticket backlog, customer satisfaction (CSAT), escalation rates, and quality metrics—using data‑driven insights.
• Own the design and operational management of support SLAs across customer tiers, support packages, and internal support groups, ensuring they are commercially viable and operationally achievable.
• Establish operating rhythms, dashboards, quality assurance processes, and management reviews that continuously elevate support performance and customer outcomes.
• Leverage analytics to identify bottlenecks, streamline workflows, reduce repeat issues, and increase first‑contact resolution rates.
• Implement a continuous improvement framework that encourages teams to propose and test process enhancements.

Support Contracts and Premium Support

• Define, refine, and operationalize customer support contracts, including standard and premium offerings, in collaboration with Sales, Customer Success, Finance, and Legal.
• Develop tiered support models that align service levels, response commitments, escalation paths, and customer value propositions.
• Serve as a senior escalation point for high‑value customers and critical support issues, ensuring swift resolution and transparent communication.
• Partner with executive stakeholders to articulate support strategies, negotiate contracts, and drive continuous improvement initiatives.
• Maintain a robust knowledge base of support contract terms and best practices for internal use.

Zendesk Optimization and AI‑Enabled Support

• Own the optimization of Zendesk as the central support platform, covering ticket intake, forms, routing, queues, automations, triggers, reporting, knowledge base, and customer portal experience.
• Design intelligent workflows that route issues quickly to the right team with the right context, tracking progress through to resolution.
• Identify, evaluate, and implement AI tooling—such as intelligent ticket classification, self‑service recommendations, sentiment analysis, and agent productivity enhancements—to boost efficiency and customer satisfaction.
• Ensure AI‑enabled workflows are governed, secure, measurable, and aligned with the expectations of enterprise financial services customers.
• Collaborate with the data science team to refine AI models and incorporate customer feedback into iterative improvements.

Customer Engagement and Enterprise Support

• Build a support organization capable of confidently engaging with tier‑1 financial services organizations, including investment banks, asset managers, regulators, and other premium enterprise customers.
• Develop customer‑facing support practices that demonstrate professionalism, accountability, urgency, and deep understanding of enterprise financial services expectations.
• Collaborate with Customer Success and Account Management to elevate customer satisfaction, retention, and confidence in the support experience.
• Represent brighthush at industry events, conferences, and client meetings to showcase support excellence and gather market insights.

People Development and Training

• Design and implement a structured training and enablement program that equips support personnel to deliver superior service across product knowledge, processes, communication, and customer engagement.
• Define career paths, skills matrices, progression plans, and coaching routines for support professionals and team leaders.
• Identify and nurture future leaders and technical specialists within the support organization.
• Ensure teams possess the knowledge, tools, and confidence to troubleshoot complex SaaS application, account, data, implementation, and configuration issues.
• Facilitate cross‑functional knowledge sharing sessions to keep support staff up‑to‑date on product releases and regulatory changes.

Product and Engineering Collaboration

• Partner closely with Product Management and Engineering to translate customer support insights into actionable product improvements.
• Establish clear defect escalation, prioritization, communication, and resolution processes across Support, Product, and Engineering.
• Provide structured feedback on product usability, recurring pain points, configuration complexity, data issues, and supportability concerns.
• Ensure swift defect resolution and transparent communication to customers and internal stakeholders.
• Champion a customer‑centric mindset within product development cycles.

Essential Qualifications

• 10+ years of customer support, technical support, customer operations, or service delivery leadership experience, preferably in B2B SaaS or fintech.
• 5+ years of leading geographically distributed support managers and teams across multiple regions.
• Proven experience managing Level 1 support organizations for complex SaaS products serving enterprise customers.
• Deep familiarity with supporting financial services customers, ideally including tier‑1 banks, investment banks, asset managers, regulators, or other highly regulated enterprise clients.
• Exceptional executive communication skills, with the ability to engage credibly with premium enterprise customers and senior internal stakeholders.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Demonstrated ability to build and scale high‑performance teams in a fast‑paced, global environment.

Preferred Qualifications

• Hands‑on experience with Zendesk administration, AI‑enabled support tools, and advanced analytics platforms.
• Track record of designing and scaling follow‑the‑sun support models that deliver consistent SLA performance.
• Experience in defining and negotiating support contracts and premium service offerings.
• Background in product management or engineering collaboration, with a strong focus on customer‑centric product development.
• Experience with Agile or Lean methodologies in support operations.

Skills & Competencies

• Strategic thinking and execution with a focus on customer outcomes.
• Leadership and people management across cultures and time zones.
• Data‑driven decision making and KPI ownership.
• Change management and continuous improvement facilitation.
• Strong stakeholder management and cross‑functional collaboration.
• Financial acumen to balance commercial viability with service excellence.
• Technical fluency with SaaS platforms, ticketing systems, and AI tools.

Leadership Attributes

• Customer‑obsessed, commercially aware, and operationally disciplined.
• Comfortable leading transformation while maintaining high standards of day‑to‑day service delivery.
• Strong people leader who can coach managers, develop talent, and build clear career paths.
• Data‑driven decision maker who converts metrics into practical operational improvements.
• Confident in high‑expectation enterprise environments where responsiveness, trust, and communication are critical.
• Collaborative, transparent, and able to influence across functions without creating unnecessary complexity.

Measures of Success

• Significant improvements in first response time, time to resolution, SLA adherence, backlog management, and customer satisfaction.
• Clear, commercially sound support contract definitions and operating models for standard and premium support.
• Optimized Zendesk workflows, reporting, routing, customer portal experience, and AI‑enabled support processes.
• Consistent follow‑the‑sun support execution across the United States, Europe, and APAC.
• Enhanced support quality, staff capability, career progression, and management effectiveness.
• Stronger collaboration between Support, Product Management, and Engineering, resulting in faster defect resolution and better product feedback loops.
• Greater confidence from premium financial services customers in the quality, reliability, and professionalism of the support organization.

Career Growth & Learning Opportunities

At brighthush, we believe that the best leaders are those who continuously learn and evolve. In this role, you will:

• Lead cross‑functional initiatives that shape the future of fintech support and product development.
• Participate in executive strategy sessions, influencing the direction of brighthush’s global growth.
• Access industry conferences, certifications, and advanced leadership training programs.
• Mentor and develop the next generation of support leaders and technical specialists.
• Work within a culture that rewards innovation, collaboration, and customer impact.
• Enjoy opportunities to travel to client sites, industry events, and global hubs to strengthen relationships and stay ahead of market trends.

Work Environment & Culture

brighthush thrives on a culture of transparency, agility, and customer obsession. You will work in a fast‑paced, globally distributed environment that values:

• Open communication and data‑driven decision making.
• Empowerment of teams to own outcomes and drive continuous improvement.
• Work‑life balance, with flexible working arrangements and a focus on well‑being.
• Inclusive and diverse teams that bring a wide range of perspectives to solve complex problems.
• A collaborative spirit that encourages cross‑functional partnerships and shared success.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with seniority and industry standards.
• Performance‑based bonuses tied to individual, team, and company goals.
• Equity options that align your success with the long‑term growth of brighthush.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, parental leave, and flexible working arrangements.
• Professional development budget, conference attendance, and certification support.
• Well‑being initiatives, including wellness stipends, mental health resources, and on‑site fitness facilities.
• Employee referral program and community engagement opportunities.

How to Apply

If you are ready to lead brighthush’s global customer support organization to new heights, we invite you to submit your application today. Bring your passion for customer success, your strategic mindset, and your proven ability to drive operational excellence in a high‑stakes fintech environment.

Join brighthush and help shape the future of financial services support—where every customer interaction is an opportunity to deliver world‑class service and lasting value.