Senior Customer Support Manager – Virtual Tier 1 & Tier 2 Operations Leader – KPI & SLA Excellence
About brighthush
brighthush is a forward‑thinking, technology‑driven education partner that empowers learners and educators worldwide. With a mission to democratize access to high‑quality learning experiences, we blend cutting‑edge software, data analytics, and world‑class support to create a seamless journey for every user. Our culture is built on curiosity, collaboration, and a relentless focus on customer delight. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where your ideas can shape the future of education.
Why Join brighthush?
- Impact at Scale: Lead a fully virtual support organization that serves thousands of students, teachers, and partners across multiple time zones.
- Innovation & Growth: Work alongside product, engineering, and data science teams to continuously refine support workflows and tools.
- Career Development: Access to leadership training, mentorship programs, and a clear path to senior management roles.
- Inclusive Culture: A remote‑first workplace that values diversity, equity, and inclusion, with regular virtual team‑building events.
- Competitive Compensation: Market‑aligned salary, performance bonuses, and comprehensive benefits.
Key Responsibilities
As the Customer Support Manager at brighthush, you will be the linchpin that ensures our Tier 1 and Tier 2 teams deliver world‑class service. Your day‑to‑day duties will include:
- Oversee the daily operations of the Tier 1 and Tier 2 support teams, ensuring seamless handoffs and consistent service quality.
- Maintain and exceed SLA targets by monitoring ticket volumes, queue health, backlog aging, and resolution times.
- Develop and enforce robust KPI frameworks that align with business objectives and customer expectations.
- Lead escalation management, coordinating with technical, product, and business stakeholders to resolve complex issues.
- Plan workforce capacity, schedule shifts, and allocate resources to match fluctuating demand and peak periods.
- Coach, mentor, and develop team members, fostering a culture of continuous learning and high performance.
- Identify recurring pain points, propose process improvements, and champion initiatives that enhance efficiency and customer satisfaction.
- Analyze operational data, generate actionable insights, and present performance reports to senior leadership.
- Collaborate with cross‑functional teams to support the scaling of support operations as the company grows.
Essential Qualifications
- Minimum 5 years of progressive experience managing customer or technical support teams, with a proven track record in Tier 1 and Tier 2 environments.
- Deep familiarity with KPI and SLA‑driven operations, including ticketing systems, queue management, and performance dashboards.
- Strong analytical mindset: ability to interpret data, identify trends, and translate findings into tangible process improvements.
- Demonstrated success in workforce planning, capacity management, and shift scheduling for remote teams.
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Proven leadership in coaching, performance management, and talent development.
- Experience in technology, hardware/software support, or the education/EdTech sector is highly desirable.
- Comfortable leading a fully virtual team, leveraging collaboration tools and fostering a sense of community.
Preferred Qualifications
- Experience with advanced customer support platforms (e.g., Zendesk, Freshdesk, ServiceNow) and integration with CRM or LMS systems.
- Knowledge of data privacy regulations (GDPR, FERPA) and best practices for handling sensitive educational data.
- Background in data science or analytics, with the ability to build predictive models for ticket volume forecasting.
- Prior involvement in scaling support operations during rapid growth or product launches.
- Certifications in customer experience (CX), Six Sigma, or project management (PMP, ScrumMaster).
Skills & Competencies
- Leadership & Influence: Inspire and motivate remote teams, driving a shared vision of excellence.
- Strategic Thinking: Translate business goals into actionable support strategies.
- Customer‑Centric Mindset: Champion the voice of the learner and educator in every decision.
- Data‑Driven Decision Making: Leverage metrics to guide improvements and report on impact.
- Problem‑Solving: Quickly diagnose issues, identify root causes, and implement effective solutions.
- Communication: Articulate complex concepts clearly to both technical and non‑technical audiences.
- Adaptability: Thrive in a fast‑moving environment, managing change with poise.
Career Growth & Development
At brighthush, we believe in nurturing talent from within. As Customer Support Manager, you will:
- Progress to Director of Customer Experience, overseeing global support and CX strategy.
- Transition into product or engineering leadership roles, leveraging your deep customer insights.
- Participate in leadership development programs, including mentorship from senior executives.
- Earn certifications and attend industry conferences, with company sponsorship for professional growth.
Work Environment & Culture
brighthush is a remote‑first organization that values flexibility, autonomy, and collaboration. Our culture is defined by:
- Inclusive Collaboration: Regular virtual town halls, cross‑functional workshops, and open‑door communication.
- Well‑Being Focus: Flexible work hours, mental health resources, and virtual wellness sessions.
- Continuous Learning: Access to an internal learning portal, skill‑building courses, and knowledge‑sharing forums.
- Community Impact: Opportunities to contribute to educational initiatives and social impact projects.
Compensation & Benefits
While specific figures vary by experience and location, brighthush offers a competitive package that includes:
- Base salary aligned with market standards for senior support leadership roles.
- Performance‑based bonus structure tied to team KPIs and customer satisfaction metrics.
- Comprehensive health, dental, and vision insurance for you and your dependents.
- Retirement savings plan with company match.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development stipend and reimbursement for certifications.
- Flexible work arrangements and a fully remote setup.
How to Apply
Ready to lead brighthush’s support organization to new heights? Submit your resume and a cover letter outlining your experience with KPI‑driven support operations, team leadership, and process improvement. We’re excited to hear how you can help us create unforgettable learning experiences for our global community.