Visionary Director of Customer Support – AI‑Native Technical Support & Global Operations Leadership

About brighthush

brighthush is at the forefront of the AI revolution, building a world‑class platform that seamlessly connects developers, startups, and enterprises with cutting‑edge large language models and cloud hosting providers. Founded in 2023, brighthush has quickly grown into a vibrant, high‑growth tech ecosystem that empowers creators to build, deploy, and scale AI applications at unprecedented speed and reliability. With a culture rooted in curiosity, collaboration, and a relentless focus on customer success, brighthush is redefining what it means to provide AI‑native infrastructure that is both powerful and approachable.

As we expand our global footprint, we are looking for a dynamic, visionary Director of Customer Support who can lead the charge in building an AI‑native support organization that scales with our customers’ ambitions. If you thrive in a fast‑moving environment, love to blend technical expertise with strategic leadership, and are passionate about delivering world‑class support experiences to developers and enterprise partners, we want to hear from you.

Why This Role Matters

In the AI ecosystem, the quality of support can be the difference between a product that scales and one that stalls. Our customers rely on us to keep their AI workloads running smoothly, troubleshoot complex issues, and iterate quickly. As Director of Customer Support, you will be the architect of the support function that empowers developers to innovate without friction. You will shape the future of how AI‑native companies interact with their users, turning support from a cost center into a strategic differentiator.

Key Responsibilities

• Build an AI‑Native Support Organization – Own the vision, strategy, and execution of a support function that is built around AI, automation, and technical excellence rather than traditional headcount growth.
• Engineer for Scale – Design, orchestrate, and continuously improve AI agents, workflows, and internal tools that increase support capacity, quality, and efficiency.
• Own the Developer Experience – Deliver exceptional technical support for developers, AI‑native startups, and enterprise customers building production applications on brighthush.
• Lead Technical Support Operations – Own support performance, incident response, escalations, global coverage, and enterprise SLAs across our customer base.
• Drive Operational Excellence – Define and improve key metrics including response times, resolution times, customer satisfaction, automation effectiveness, and cost to serve.
• Build a High‑Leverage Team – Lead and develop a small, exceptional team of Support Engineers who are equally comfortable debugging technical problems and improving the systems that solve them.
• Create Scalable Solutions – Turn recurring customer issues into better automation, self‑service capabilities, documentation, and product improvements.
• Partner Cross‑Functionally – Work closely with Engineering, Product, Customer Success, and Forward Deployed Engineering to resolve complex issues and translate customer feedback into lasting improvements.

Essential Qualifications

• 8+ years in technical support or support engineering, with 4+ years leading teams through significant growth.
• Proven track record of building and scaling support operations at a hyperscaling AI‑native company, model lab, or AI infrastructure platform serving developers.
• Hands‑on experience designing, deploying, and maintaining AI agents, automation workflows, and technical systems that fundamentally improve how support works.
• Deep understanding of APIs, SDKs, LLMs, inference infrastructure, latency, reliability, and the challenges developers face running AI applications in production.
• Demonstrated ability to support significant growth in customers, usage, or ticket volume without proportional increases in headcount.
• Comfortable working with Engineering, investigating complex technical issues, using APIs, and getting hands‑on with Python, TypeScript, or similar tools.
• Experience owning support SLAs, incident management, escalations, and customer experience metrics in a high‑growth environment, along with building global, 24/7 technical support coverage.
• Strong leadership skills with a passion for building, debugging, experimenting, and shipping.
• Vision for AI agents as integral team members, not just tools.
• Experience in a leading LLM model lab, AI inference provider, or developer‑first AI infrastructure company is highly desirable.
• Experience building and maintaining production AI agents or agentic workflows for customer‑facing operations.
• Experience supporting high‑volume API platforms with demanding enterprise reliability requirements.
• Familiarity with AI‑assisted development tools, agent frameworks, and modern support platforms.

Preferred Qualifications

• Background in building support operations for SaaS or cloud‑native platforms.
• Experience with global, distributed teams and multi‑time‑zone coverage.
• Knowledge of advanced analytics and data‑driven decision making in support contexts.
• Strong communication skills, able to articulate complex technical concepts to both technical and non‑technical stakeholders.
• Track record of fostering a culture of continuous improvement, learning, and experimentation.

Skills & Competencies

• Strategic Thinking & Execution
• Technical Acumen (Python, TypeScript, APIs, LLMs)
• AI & Automation Design
• Data‑Driven Decision Making
• Customer‑Centric Mindset
• Leadership & Team Development
• Cross‑Functional Collaboration
• Incident Management & Crisis Response
• Process Improvement & Scalability
• Metrics & KPI Ownership

Career Growth & Learning Opportunities

At brighthush, we believe that the best leaders are also lifelong learners. In this role, you will:

• Shape the future of AI‑native support and influence product strategy at the highest level.
• Lead a high‑impact team that will grow into a global, world‑class support organization.
• Collaborate with engineering, product, and customer success leaders to drive product improvements that directly benefit our customers.
• Gain exposure to cutting‑edge AI technologies, large‑scale infrastructure, and the latest in automation and agentic systems.
• Participate in executive‑level strategy sessions and contribute to the overall direction of brighthush.
• Access to continuous learning resources, conferences, and industry events.

Work Environment & Company Culture

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and results. Our culture is built on:

• Transparency – Open communication across all levels.
• Innovation – Encouraging experimentation and rapid iteration.
• Collaboration – Cross‑functional teams that work together to solve complex problems.
• Customer Obsession – Every decision is driven by the goal of delivering exceptional value to our users.
• Growth Mindset – Continuous learning, mentorship, and personal development are core to our DNA.

Compensation, Perks, and Benefits

While specific numbers are tailored to experience and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with experience.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and a fully remote work model.
• Professional development budget and conference travel support.
• Wellness programs, mental health resources, and employee assistance programs.
• Regular virtual team events, hackathons, and knowledge‑sharing sessions.

How to Apply

If you are ready to lead the next generation of AI‑native customer support and help developers worldwide build the future of AI, we encourage you to apply today. Join brighthush and be part of a team that is redefining the intersection of technology, support, and customer success.

Click to submit your application and start your journey with brighthush.