Strategic Senior Customer Solutions Manager – Global Support Leadership, AI‑Powered Operations Excellence, Customer Experience Champion, and Partnership Marketing Innovator at brighthush

About brighthush

brighthush is at the forefront of the partnership‑marketing revolution, redefining how brands grow by unlocking the power of authentic, performance‑based relationships. With a suite that seamlessly blends Performance, Creator, and Advocate solutions, we bring together affiliates, influencers, content publishers, brand ambassadors, and customer advocates on a single, unified platform. Our technology empowers brands to connect with the communities they care about most, turning every partnership into a measurable, trusted growth engine.

Today, more than 5,000 global brands rely on brighthush to power over 225,000 partnerships that deliver real business results. From the United States to South Africa, Singapore, Malaysia, Japan, and Australia, we are a truly global, fast‑moving organization that thrives on innovation, data‑driven decision making, and a relentless focus on customer success.

Role Overview

As the Senior Customer Solutions Manager at brighthush, you will lead a high‑performing team of Support Specialists in our Columbus office. You will be the linchpin that ensures our global support organization delivers world‑class service while scaling rapidly and integrating advanced AI and automation. Your leadership will shape the customer experience, drive operational excellence, and help us maintain our reputation as the partner of choice for brands worldwide.

Why This Role Matters

• Directly influence the satisfaction of thousands of brands and millions of partners.
• Own the end‑to‑end operational process for a global support team.
• Champion the adoption of AI tools that free agents to focus on high‑value, empathetic interactions.
• Collaborate with product, engineering, and marketing to shape the future of partnership marketing.
• Build a culture of accountability, continuous improvement, and professional growth.

Key Responsibilities

Operational Leadership & KPI Excellence

• Manage day‑to‑day operations of the Columbus support team, ensuring consistent achievement of KPIs for customer satisfaction, ticket resolution, and response times.
• Design, implement, and refine complex operational processes from the ground up, driving efficiency and scalability.
• Establish a disciplined reporting cadence—from daily shift metrics to comprehensive monthly business reviews—using data to inform decisions and drive performance.
• Lead cross‑functional initiatives to streamline ticket routing, knowledge base updates, and escalation protocols.
• Implement continuous improvement cycles that incorporate feedback loops, root‑cause analysis, and best‑practice sharing.

Talent Development & Accountability

• Lead, mentor, and inspire a team of Support Specialists, fostering a culture of excellence and continuous learning.
• Set clear expectations, maintain professional boundaries, and implement structured feedback loops.
• Conduct regular coaching sessions, performance reviews, and, when necessary, performance improvement plans (PIPs) to elevate team capabilities.
• Champion a growth mindset by encouraging skill development, certifications, and cross‑team shadowing.
• Develop succession plans that identify high‑potential talent and create clear career pathways.

Escalation Management & Voice‑of‑Customer Champion

• Serve as the primary escalation point for complex or sensitive customer issues, ensuring swift, satisfactory resolutions.
• Aggregate team feedback and translate it into actionable insights for product, engineering, and other cross‑functional partners.
• Represent the customer voice in executive steering committees and product road‑mapping sessions.
• Drive the creation of customer‑centric metrics that align support performance with brand objectives.

AI & Automation Enablement

• Lead the rollout of GenAI tooling to automate routine tasks, reducing clutter and allowing agents to focus on investigative, cross‑functional problem solving.
• Advocate for AI as an enabler, not a replacement, ensuring human empathy remains at the core of our support experience.
• Collaborate with data science and engineering teams to refine AI models, monitor bias, and maintain high accuracy.
• Develop training programs that empower agents to leverage AI tools effectively and responsibly.
• Measure the impact of AI initiatives on key metrics such as first‑contact resolution, average handle time, and customer satisfaction.

Global Collaboration & Ambiguity Navigation

• Build proactive relationships with cross‑functional teams to resolve process breakdowns and maintain consistent standards across time zones.
• Collaborate seamlessly with peer managers across EMEA, APAC, and NAM to deliver a unified global support experience.
• Facilitate cross‑regional knowledge sharing sessions and best‑practice workshops.
• Navigate ambiguity by establishing clear priorities, aligning stakeholders, and communicating transparently.
• Champion a culture of psychological safety that encourages experimentation and learning.

Recruitment & Team Scaling

• Recruit, hire, and onboard new talent to support the team’s ongoing growth and success.
• Develop a talent pipeline that aligns with brighthush’s strategic objectives and culture.
• Partner with HR to refine job descriptions, interview frameworks, and assessment tools.
• Champion diversity, equity, and inclusion initiatives within the support organization.
• Track hiring metrics and adjust strategies to reduce time‑to‑fill and improve quality of hire.

Essential Qualifications

• Seasoned Leadership: Proven track record managing support teams in high‑volume, BPO‑style environments. Experience in a fast‑paced SaaS company is highly preferred.
• CRM & QA Expertise: Hands‑on experience optimizing modern Customer Relationship Management platforms (e.g., Salesforce, Zendesk) and implementing structured quality assurance frameworks.
• MarTech Affinity: Strong interest or familiarity with the marketing technology, affiliate, creator, or partnership marketing space.
• High Performance Standards: Ability to build and sustain high‑performing teams, execute formal performance management, and maintain written accountability.
• Operational & Data Literacy: Deep expertise in establishing reporting cadences, interpreting support metrics, and using data to tell a story and drive behavior.
• AI & Tech Fluency: Understanding of how AI tooling augments support operations, championing automation to eliminate repetitive work.
• Exceptional Communication: Direct, structured, and professional communication skills—both written and verbal—across cross‑functional stakeholders.

Preferred Qualifications

• Affiliate & Partnerships Industry Fundamentals Certification (brighthush)
• Experience with global support operations across multiple time zones.
• Background in data‑driven process improvement initiatives.
• Experience leading AI or automation projects in a customer‑service context.

Skills & Competencies

• Strategic Thinking & Execution
• Data Analysis & Storytelling
• Change Management & Adaptability
• Coaching & Mentoring
• Stakeholder Management
• Customer‑Centric Mindset
• Technical Curiosity & Continuous Learning
• Project Management & Prioritization
• Conflict Resolution & Negotiation

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Senior Customer Solutions Manager, you will:

• Lead cross‑functional initiatives that shape the future of partnership marketing.
• Gain exposure to AI and automation projects that drive industry innovation.
• Access a free subscription to brighthush for continuous learning and skill development.
• Participate in leadership development programs and mentorship circles.
• Earn a stake in brighthush’s growth through Restricted Stock Units (RSUs) with a 3‑year vesting schedule.
• Progress to Director of Customer Experience or Head of Support within 2–3 years, depending on performance.

Work Environment & Culture at brighthush

Our Columbus office operates on a hybrid model—three days in the office, two days remote—allowing you to balance collaboration with flexibility. We foster a culture of:

• Transparency and open communication.
• Continuous improvement and data‑driven decision making.
• Recognition of individual and team achievements.
• Work‑life balance, with a Responsible PTO policy and flexible working arrangements.
• Health and wellness support, including up to 12 fully covered therapy/coaching sessions per year and a monthly gym reimbursement.
• Inclusive and diverse workplace where every voice is heard and valued.
• Regular hackathons, innovation labs, and cross‑departmental workshops.

Compensation & Benefits

Competitive base salary range: $90,000 – $110,000 per year, plus an additional 5% variable annual bonus contingent on brighthush performance. Eligible for RSUs, providing a tangible stake in our success.

Benefits include:

• Medical, Dental, and Vision insurance.
• Catered lunch every Thursday, a healthy snack bar, and premium coffee.
• Flexible spending accounts and 401(k) plan.
• Technology stipend for home office setup and monthly internet allowance.
• Generous parental leave: 26 weeks fully paid for the primary caregiver, 13 weeks for the secondary caregiver.
• Unlimited learning budget with access to brighthush courses and a free subscription to brighthush.
• Employee referral bonus program.
• Annual wellness stipend and on‑site fitness classes.

How to Apply

If you are ready to lead a high‑impact support team, champion AI transformation, and help brighthush continue to set the standard for partnership marketing, we want to hear from you. Click the link below to submit your application and join our dynamic, growth‑oriented team.