Senior Vice President of Customer Support & Experience – Driving Excellence in Global B2B SaaS & FinTech Support Operations

About brighthush

brighthush is a trailblazer in compliance‑management software, empowering financial services firms to navigate complex regulatory landscapes with confidence and agility. With a portfolio that spans risk assessment, policy automation, and real‑time monitoring, we help our clients stay ahead of evolving regulations while delivering exceptional customer experiences. Our mission is to transform compliance from a burden into a strategic advantage, and we do so by combining cutting‑edge technology with world‑class support and service.

Position Overview

As the Senior Vice President of Customer Support & Experience, you will be the strategic leader responsible for building, scaling, and optimizing a high‑performing global support organization. You will partner with product, engineering, sales, and executive leadership to ensure that every brighthush customer receives world‑class service, rapid issue resolution, and proactive guidance. Your vision will shape the customer support culture, drive operational excellence, and elevate the overall customer journey across our B2B SaaS and fintech ecosystem.

Key Responsibilities

• Strategic Leadership: Lead a distributed support organization of 150+ agents, managers, and specialists across North America, EMEA, and APAC. Define the support strategy, set ambitious KPIs, and align the team with brighthush’s broader business goals.
• Process & Workflow Optimization: Own the end‑to‑end support lifecycle. Design and refine Zendesk workflows, knowledge‑base architecture, and automated routing to reduce first‑contact resolution time by 25% within the first year.
• Contract & Vendor Management: Negotiate and manage support contracts with third‑party vendors, ensuring cost efficiency, SLA compliance, and seamless integration with internal systems.
• Customer Advocacy: Serve as the voice of the customer in executive meetings. Translate customer insights into product enhancements, service improvements, and strategic initiatives.
• Team Development & Culture: Foster a culture of continuous learning, accountability, and high engagement. Implement coaching programs, career paths, and recognition systems that reduce turnover by 15%.
• Data‑Driven Decision Making: Leverage analytics to monitor support metrics, forecast capacity, and identify trends. Present actionable insights to senior leadership and influence cross‑functional strategy.
• Compliance & Security: Ensure all support processes adhere to industry regulations (GDPR, CCPA, PCI‑DSS) and internal security policies. Conduct regular audits and risk assessments.
• Innovation & Automation: Champion the adoption of AI, chatbots, and self‑service tools to enhance customer experience while optimizing resource allocation.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in customer support, preferably within B2B SaaS or fintech environments.
• Proven track record of managing distributed teams across multiple time zones, with a focus on high‑performance culture and employee engagement.
• Deep expertise in Zendesk (or equivalent) administration, workflow design, and reporting.
• Strong executive communication skills: ability to present complex data, influence decision‑makers, and articulate a compelling vision.
• Hands‑on experience with Level 1 support for complex SaaS products and financial services customers.
• Demonstrated ability to negotiate vendor contracts, manage budgets, and deliver cost savings.
• Advanced analytical mindset: proficiency in SQL, Tableau, or similar tools for data analysis and reporting.
• Excellent problem‑solving skills, with a customer‑centric approach to resolving escalated issues.
• Bachelor’s degree in Business, Computer Science, or related field; MBA or advanced certification (e.g., CSCS) is a plus.

Preferred Qualifications

• Experience leading support for a rapidly scaling SaaS company that has achieved Series C or later funding.
• Familiarity with fintech regulatory frameworks (e.g., SOX, MiFID II, PSD2) and how they impact customer support operations.
• Background in implementing AI‑driven support solutions, such as chatbots or predictive routing.
• Multilingual support experience, with fluency in at least one additional language beyond English.
• Knowledge of DevOps practices and integration of support with continuous delivery pipelines.

Skills & Competencies

• Leadership & Vision: Inspire teams, set clear goals, and drive execution.
• Strategic Thinking: Translate business objectives into actionable support strategies.
• Customer‑Obsessed Mindset: Champion the customer experience at every touchpoint.
• Data Literacy: Use metrics to inform decisions and measure impact.
• Change Management: Lead organizational change with minimal disruption.
• Collaboration: Work cross‑functionally with product, engineering, sales, and finance.
• Communication: Articulate complex ideas clearly to both technical and non‑technical audiences.
• Resilience & Adaptability: Thrive in a fast‑paced, evolving environment.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As Senior VP of Customer Support, you will:

• Progress to Chief Customer Officer or Chief Operating Officer roles, influencing company‑wide strategy.
• Lead cross‑functional initiatives that shape product development, go‑to‑market strategy, and global expansion.
• Participate in executive leadership forums, shaping the future of compliance technology.
• Access to continuous learning programs, including leadership coaching, industry conferences, and advanced certifications.
• Opportunity to mentor emerging leaders within the organization, fostering a culture of growth.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and inclusivity. Our remote‑first model empowers employees to work from anywhere in the United States while staying connected through weekly virtual town halls, quarterly all‑hands meetings, and real‑time collaboration tools. We celebrate diversity, encourage experimentation, and reward bold ideas that drive customer delight.

Compensation, Perks, & Benefits

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

• Base salary commensurate with industry standards for senior leadership roles.
• Performance‑based bonus structure tied to company and team metrics.
• Equity options that align your success with the long‑term growth of brighthush.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off, including unlimited vacation policy for senior leaders.
• Wellness stipend, mental health resources, and access to virtual fitness classes.
• Professional development budget for conferences, courses, and certifications.
• Annual company retreat and team‑building events.

Why Join brighthush?

Joining brighthush means becoming part of a mission‑driven organization that is redefining compliance for the financial services industry. You will have the opportunity to shape the customer experience at scale, lead a world‑class support organization, and collaborate with visionary leaders who are passionate about technology and service excellence. If you are a strategic thinker, a people‑first leader, and a customer‑obsessed professional ready to make a lasting impact, we want to hear from you.

How to Apply

Ready to lead the next chapter of brighthush’s customer support journey? Click the link below to submit your application and join a team that values innovation, collaboration, and customer success.