Senior Vice President of Customer Support & Experience – Building a Scalable, AI‑Driven Support Organization at brighthush

About brighthush

brighthush is a trailblazing technology partner that empowers personal injury law firms to close liens faster, reduce costs, and deliver better outcomes for their clients. By combining legal expertise with cutting‑edge SaaS solutions, we streamline the lien resolution process, turning a traditionally cumbersome task into a seamless, data‑driven workflow. Our mission is simple: make lien resolution transparent, efficient, and scalable for every firm we serve.

As we expand our footprint across the United States, we’re looking for a visionary leader to shape the future of customer support. If you thrive on building high‑performance teams, designing omnichannel experiences, and leveraging AI to drive measurable impact, brighthush invites you to join our dynamic, growth‑oriented culture.

Why This Role Matters

Customer support is the heartbeat of any SaaS organization. At brighthush, our support function is the bridge between our technology and the law firms that rely on us to manage their lien portfolios. The Senior Vice President of Customer Support will:

• Establish a world‑class support organization from the ground up.
• Define the operating model, service tiers, and escalation pathways that align with our product roadmap.
• Drive the adoption of AI, self‑service, and omnichannel tools to reduce cost‑to‑serve while elevating customer satisfaction.
• Partner cross‑functionally with Product, Engineering, Finance, and Sales to ensure a unified customer experience.
• Champion a culture of continuous improvement, data‑driven decision making, and customer obsession.

Key Responsibilities

Strategic Leadership & Vision

• Own the support vision, strategy, and outcomes, translating brighthush’s business priorities into actionable goals.
• Develop a comprehensive operating model that includes tiers, scope, channels, coverage hours, and clear ownership boundaries.
• Set ambitious yet realistic service level agreements (SLAs) for each tier, collaborating with Engineering and Product to align on severity definitions and handoff criteria.
• Establish a robust reporting framework that tracks first response time, resolution time, backlog, customer satisfaction, cost to serve, and contact reasons.
• Present quarterly performance reviews to the Chief Customer Officer and executive team, driving data‑backed decisions.

Omnichannel Operations & System Design

• Lead the design and configuration of HubSpot as the core support platform, ensuring seamless integration of forms, chat, phone, and social channels.
• Define data flows that sync portal data, case status, customer context, and CSM information into the ticketing system.
• Implement automated routing, triage, and deflection mechanisms to maximize agent efficiency.
• Create and maintain playbooks, SOPs, macros, and internal help content, partnering with Enablement on knowledge base strategy.
• Drive the rollout of new channels (e.g., social media, SMS) based on customer usage patterns and strategic priorities.

Team Building & Capacity Planning

• Design the support org structure, role definitions, hiring sequence, and capacity model, ensuring clear career paths for agents, supervisors, and managers.
• Recruit, onboard, and mentor a high‑performing support team that embodies brighthush’s values of empathy, collaboration, and innovation.
• Implement a continuous learning program that includes product training, soft‑skill development, and AI literacy.
• Establish a culture of accountability, recognition, and professional growth.

Quality, Escalation & Incident Management

• Define quality standards, coaching frameworks, and customer satisfaction metrics.
• Collaborate with Product and Engineering on incident communication, root‑cause analysis, and post‑mortem reporting.
• Develop a structured escalation process that ensures timely resolution of Tier 3 issues.
• Implement a feedback loop that feeds support trends into product prioritization and roadmap planning.

AI & Automation Strategy

• Identify opportunities for AI‑driven triage, deflection, knowledge base generation, and agent assist.
• Measure the impact of automation on quality, customer satisfaction, and cost to serve, adjusting the strategy as needed.
• Partner with Data Science to build predictive models that anticipate support volume spikes and agent workload.
• Champion a culture of experimentation, A/B testing, and rapid iteration around AI tools.

Customer Experience & Insight

• Design a support experience that meets the unique needs of law firm users, ensuring they can resolve issues quickly and focus on client outcomes.
• Collaborate with Customer Success to create a seamless handoff between support, operations, and account management.
• Define a claimant support experience that adds value for firms who choose to offer it, strengthening our partnership.
• Leverage contact‑reason data and support trends to inform the Voice of Customer program and product roadmap.

Cross‑Functional Partnership

• Work closely with Finance to model cost‑to‑serve, headcount, and ROI for new service tiers.
• Partner with Sales and Marketing on help center content, release communications, and customer‑facing materials.
• Collaborate with integration partners on API support and shared service level commitments.
• Engage with Lien Resolution Operations to align customer‑facing commitments with operational execution.

Essential Qualifications

• 7+ years of progressive experience in customer support, technical support, or support operations within B2B SaaS or tech‑enabled services.
• 3+ years in a leadership role, having built or materially rebuilt a support function from scratch.
• Hands‑on experience configuring HubSpot (or comparable platforms such as Zendesk, Intercom, or Salesforce Service Cloud).
• Proven track record in designing omnichannel intake, integrating phone and chat with ticketing systems.
• Strong analytical skills with the ability to define, measure, and report on support metrics.
• Experience aligning escalation service levels with engineering or product teams.
• Practical knowledge of AI applications in support (triage, deflection, knowledge generation, agent assist).
• Excellent written and verbal communication skills, capable of building business cases and presenting to executives.
• Preferred: Experience in legal services, personal injury, litigation‑adjacent technology, or a related professional services industry.
• Bachelor’s degree in business, law, or a related field.
• Willingness to travel up to 10% for company off‑sites and industry events.

Preferred Qualifications

• Experience with enterprise or white‑glove support tiers, including cost‑to‑serve analysis and market research.
• Background in building knowledge bases, quality assurance programs, and reporting dashboards.
• Familiarity with data‑driven customer experience frameworks and Voice of Customer programs.
• Knowledge of regulatory compliance and data privacy considerations in the legal services sector.

What We Offer

Competitive Compensation

• Base salary range: $179,500 – $243,000 annually, commensurate with experience.
• Discretionary bonus potential based on individual and company performance.
• Equity opportunities aligned with brighthush’s growth trajectory.

Comprehensive Benefits

• Private health care plan (Medical, Dental & Vision).
• Company HSA contributions for HDHP participants.
• Flexible Spending Accounts (Health & Dependent Care).
• Company‑paid short‑term disability coverage.
• Voluntary long‑term disability, life, AD&D, and supplemental coverage options.
• 401(k) plan with company match.
• Paid time off (vacation, sick leave, and select holidays).
• Paid parental leave.
• Professional development stipend and conference travel support.
• Wellness program and mental health resources.

Work Environment & Culture

• Fully remote, with occasional on‑site off‑sites in the United States.
• Inclusive, collaborative culture that values diverse perspectives.
• Flat hierarchy that empowers leaders to make decisions quickly.
• Commitment to work‑life balance, flexible scheduling, and mental health support.
• Regular hackathons, innovation challenges, and cross‑functional workshops.
• Transparent communication from leadership and a clear path to executive mentorship.

Career Growth & Learning Opportunities

At brighthush, your growth is our priority. As the Senior VP of Customer Support, you will:

• Lead a high‑visibility function that directly impacts revenue and customer retention.
• Collaborate with senior executives, gaining exposure to strategic decision making.
• Drive initiatives that shape the future of customer experience in the legal tech space.
• Mentor and develop a team of support professionals, building a legacy of excellence.
• Participate in industry conferences, thought‑leadership panels, and professional networks.
• Access to continuous learning resources, including certifications in HubSpot, AI, and customer experience management.

How to Apply

If you’re ready to build a world‑class support organization that transforms the lien resolution experience for law firms, we want to hear from you. Submit your resume, cover letter, and any relevant portfolio or case studies that demonstrate your impact in customer support leadership.

Join brighthush and help us redefine the future of legal technology.