Strategic Customer Support Director – Remote Leadership Role Driving Excellence in Service Operations

About brighthush

brighthush is a fast‑growing, globally‑distributed organization that empowers businesses and consumers alike through innovative, customer‑centric solutions. Our mission is to turn every interaction into a memorable experience, and we achieve that by investing heavily in people, technology, and a culture that celebrates continuous improvement. As we scale rapidly across multiple markets, the need for visionary leadership in our Customer Support function has never been more critical. This is your chance to join a forward‑thinking team that values strategic thinking, operational excellence, and a relentless focus on delighting customers.

Role Overview

We are seeking an experienced, results‑driven Customer Support Director to lead, develop, and scale the Customer Support department at brighthush. This senior, strategic leadership position reports directly to the executive team and is responsible for shaping the department’s vision, building high‑performing teams, and establishing world‑class operational standards that ensure an exceptional customer experience across the organization.

Key Responsibilities

• Team Leadership & Management
  • Recruit, coach, and mentor Customer Support Team Leads, fostering a culture of ownership, collaboration, and continuous improvement.
  • Set clear expectations, define performance standards, and hold the team accountable for meeting and exceeding departmental goals.
  • Provide hands‑on support to Team Leads in managing agents, resolving day‑to‑day challenges, and driving productivity gains.
  • Champion a high‑engagement environment where feedback is constructive, recognition is frequent, and professional growth is a priority.
• Systems & Process Improvement
  • Conduct comprehensive evaluations of existing support platforms, workflows, and tools to identify bottlenecks and inefficiencies.
  • Design and implement scalable, data‑driven solutions that streamline ticket handling, reduce response times, and improve overall service quality.
  • Develop, maintain, and continuously refine Standard Operating Procedures (SOPs) to ensure consistency across all support channels.
  • Partner with Product, Engineering, and Sales teams to align support processes with broader business objectives.
• Quality Assurance & Customer Experience
  • Establish robust quality‑assurance frameworks, including regular call reviews, ticket audits, and performance evaluations.
  • Implement coaching programs that translate QA findings into actionable improvements for agents and Team Leads.
  • Own the escalation process for complex or high‑impact customer issues, ensuring swift, empathetic, and effective resolutions.
  • Analyze recurring customer pain points and drive preventive initiatives that enhance the overall experience.
• Performance Management & Reporting
  • Define, monitor, and continuously improve key performance indicators (KPIs) such as CSAT, NPS, first‑response time, resolution time, and agent utilization.
  • Build intuitive reporting dashboards that provide real‑time visibility into departmental health and trends.
  • Translate data insights into strategic recommendations for senior leadership, aligning support goals with company‑wide objectives.
  • Develop and execute corrective action plans to close performance gaps and sustain high‑level service delivery.
• Training & Team Development
  • Design comprehensive onboarding, ongoing training, and career‑path programs for both new hires and seasoned agents.
  • Identify skill gaps through performance data and implement targeted development initiatives.
  • Standardize learning modules, role‑play scenarios, and knowledge‑base updates to keep the team at the cutting edge of best practices.
  • Foster a learning culture where continuous improvement is embedded in daily operations.
• Strategic Planning & Department Growth
  • Craft a multi‑year roadmap for the Customer Support function that supports brighthush’s rapid expansion and evolving product suite.
  • Identify and recommend new tools, automation opportunities, and process enhancements that drive efficiency and scalability.
  • Collaborate closely with executive leadership to prioritize initiatives, allocate resources, and align departmental objectives with corporate strategy.
  • Take full ownership of the department’s long‑term performance, culture, and talent pipeline.

Essential Qualifications

• Minimum 5 years of progressive experience in Customer Support or Customer Experience, with at least 3 years in a senior leadership or management role.
• Proven track record of managing multiple Team Leads or supervisors and scaling support operations in a fast‑paced environment.
• Deep expertise in process optimization, SOP development, and operational leadership.
• Demonstrated ability to design and implement quality‑assurance frameworks and performance‑management systems.
• Strong analytical skills with experience turning KPI data into actionable improvement plans.
• Exceptional communication, coaching, and problem‑solving abilities.
• Hands‑on familiarity with modern support platforms (e.g., Zendesk, Freshdesk, Intercom), CRM systems, ticketing tools, and workflow automation technologies.
• Ability to thrive under competing priorities while maintaining a proactive, solution‑focused mindset.
• Availability to work full‑time during EST‑aligned business hours (remote US‑based).

Preferred Qualifications

• Experience in a SaaS or technology‑driven organization with a global customer base.
• Advanced certifications in customer experience management, Six Sigma, or Lean methodologies.
• Background in change management and large‑scale transformation initiatives.
• Proven success in building remote, distributed support teams.
• Familiarity with AI‑driven support tools such as chatbots, sentiment analysis, and predictive routing.

Core Skills & Competencies

• Strategic Vision: Ability to see the big picture while executing detailed operational plans.
• Leadership Presence: Inspires confidence, drives accountability, and cultivates high‑performing teams.
• Data‑Driven Decision Making: Comfortable with analytics, dashboards, and translating metrics into strategy.
• Process Engineering: Skilled at mapping, redesigning, and automating workflows for maximum efficiency.
• Customer Empathy: Deep understanding of the customer journey and a passion for delivering delight.
• Collaboration: Works seamlessly across product, engineering, sales, and marketing to champion the voice of the customer.
• Adaptability: Thrives in a dynamic, high‑growth environment where priorities shift rapidly.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As Customer Support Director, you will:

• Gain direct exposure to C‑suite leadership, influencing company‑wide strategy.
• Lead a department that is a core pillar of the business, positioning you for future executive roles such as VP of Customer Experience or Chief Operations Officer.
• Access a robust learning budget for certifications, conferences, and advanced leadership programs.
• Participate in cross‑functional innovation labs where you can pilot emerging technologies (AI, automation, predictive analytics) within the support function.
• Mentor emerging leaders, building a legacy of talent development that will shape brighthush for years to come.

Work Environment & Culture at brighthush

brighthush champions a remote‑first culture that values flexibility, autonomy, and work‑life harmony. Our core cultural pillars include:

• Ownership: Every team member is empowered to make decisions and take responsibility for outcomes.
• Collaboration: Open communication channels, regular virtual “coffee chats,” and cross‑team hackathons keep us connected.
• Continuous Learning: We host monthly knowledge‑sharing sessions, provide access to industry‑leading resources, and encourage experimentation.
• Diversity & Inclusion: A commitment to building a workforce that reflects the global communities we serve.
• Well‑Being: Comprehensive mental‑health support, flexible scheduling, and a stipend for home‑office enhancements.

Compensation, Perks & Benefits

While the exact payment frequency will be confirmed during the interview process, the role offers a competitive salary range of $5,000–$6,000 USD per month. In addition to base compensation, you can expect:

• Performance‑based bonuses tied to departmental KPIs and company milestones.
• Full health, dental, and vision coverage for you and eligible dependents.
• Retirement savings plan with company matching contributions.
• Generous paid time off (PTO) and paid holidays aligned with US federal calendar.
• Professional development budget for courses, certifications, and conferences.
• Home‑office stipend to create an ergonomic and productive workspace.
• Access to a global network of peers through virtual events, mentorship programs, and community groups.

How to Apply

If you are a strategic leader with a passion for building world‑class support experiences, we want to hear from you. To submit your application, please click the link below. All applications are reviewed on a rolling basis, and qualified candidates will be contacted promptly for the next steps.

Apply To This Job

Join brighthush and Shape the Future of Customer Support

At brighthush, you will not just manage a department—you will architect the future of how we serve millions of customers worldwide. Your strategic vision, operational expertise, and people‑first leadership will directly influence the company’s growth trajectory and brand reputation. Ready to make a lasting impact? Apply today and become a cornerstone of a company that is redefining excellence in customer experience.