Customer Experience Manager – AI‑Powered Support Operations, Data‑Driven Insights & User Psychology Specialist

About brighthush

Welcome to brighthush, a pioneering force at the intersection of health technology and artificial intelligence. Our mission is to empower individuals to take control of their well‑being through a seamless blend of cutting‑edge AI, real‑time data analytics, and intuitive user experiences. As a rapidly growing player in the information technology sector, brighthush is redefining how people monitor, understand, and improve their health every single day. Our global community of users trusts us to deliver accurate insights, personalized recommendations, and a supportive ecosystem that makes healthy living effortless.

At brighthush, we believe that exceptional customer experiences are the cornerstone of lasting impact. We are looking for a visionary Customer Experience Manager who can champion the voice of our users, harness the power of AI‑driven tools, and translate data into actionable strategies that elevate satisfaction, retention, and overall product excellence.

Why This Role Matters

In today’s fast‑moving digital health landscape, the line between technology and human connection is thinner than ever. Our customers expect instant, accurate, and empathetic support—whether they’re troubleshooting a sync issue, interpreting a health metric, or exploring new AI‑generated insights. As the Customer Experience Manager, you will be the strategic bridge between our users, product teams, and engineering squads, ensuring that every interaction not only resolves a problem but also deepens trust and loyalty.

Key Responsibilities

• End‑to‑End Support Management: Own the full lifecycle of user requests across multiple channels (chat, email, in‑app messaging). Prioritize, triage, and resolve tickets with a focus on speed, accuracy, and empathy.
• Metrics‑Driven Optimization: Continuously monitor support KPIs such as First Response Time, Resolution Rate, Customer Satisfaction (CSAT), and Net Promoter Score (NPS). Design and implement data‑backed initiatives that improve these metrics month over month.
• AI Solution Testing & Deployment: Partner with product and engineering teams to pilot AI‑powered assistance tools (e.g., ChatGPT, Claude, custom large‑language‑model workflows). Conduct A/B tests, analyze outcomes, and iterate on prompts, escalation rules, and fallback mechanisms.
• Data Analysis & Insight Generation: Leverage Amplitude, Metabase, SQL, and Python to extract meaningful patterns from support interactions. Translate raw data into clear, actionable recommendations for product enhancements, knowledge‑base updates, and self‑service resources.
• API Integration Oversight: Work closely with the integration team to ensure that third‑party APIs (e.g., health device syncs, payment gateways) are robust, well‑documented, and produce minimal friction for end users.
• User Psychology & Journey Mapping: Apply principles of behavioral science to understand user motivations, pain points, and decision pathways. Create journey maps that inform proactive outreach and personalized support experiences.
• Cross‑Functional Collaboration: Serve as the liaison between support, product, engineering, marketing, and legal. Communicate user feedback, advocate for feature requests, and ensure compliance with privacy regulations.
• Knowledge Base & Training Development: Curate and continuously improve internal and external documentation using Notion, Confluence, and Asana. Mentor junior support agents and lead regular training sessions on new tools, policies, and best practices.
• Automation & Workflow Optimization: Design and implement automated workflows using n8n, Zapier, or custom scripts to reduce manual effort, accelerate response times, and free up capacity for high‑impact interactions.

Essential Qualifications

• Minimum 3 years of hands‑on experience in customer support, technical operations, or a related field within a SaaS or health‑tech environment.
• Demonstrated expertise in technical troubleshooting, especially with API integrations, data sync issues, and device connectivity.
• Proficiency with AI‑assisted support platforms such as Intercom, ChatGPT, Claude, and the ability to craft effective prompts and escalation pathways.
• Strong analytical background: comfortable writing SQL queries, scripting in Python, and visualizing data in Amplitude or Metabase.
• Exceptional written and verbal communication skills in English, with a proven track record of delivering clear, empathetic, and solution‑focused responses.
• Deep understanding of user psychology and how it influences interaction patterns, satisfaction, and long‑term retention.
• Experience with collaboration and project‑management tools such as Notion, Confluence, Slack, Asana, and Figma.

Preferred Qualifications

• Background in health‑technology, digital wellness, or a related regulated industry.
• Hands‑on experience building or managing AI‑driven chatbots or virtual assistants.
• Familiarity with data‑privacy standards (HIPAA, GDPR) and best practices for handling sensitive health information.
• Previous experience in a remote‑first organization, demonstrating self‑discipline, proactive communication, and strong time‑management skills.
• Certification or coursework in behavioral psychology, user experience (UX) research, or related fields.

Core Skills & Competencies

• Analytical Thinking: Ability to dissect complex data sets, identify root causes, and propose evidence‑based solutions.
• Empathy & Communication: Skilled at listening actively, interpreting emotional cues, and delivering responses that make users feel heard and valued.
• Technical Acumen: Comfortable navigating APIs, debugging integration issues, and understanding the technical stack that powers brighthush’s platform.
• Project Management: Proven ability to lead cross‑functional initiatives, set clear timelines, and deliver results on schedule.
• Innovation Mindset: Curiosity about emerging AI tools, automation platforms, and best practices in customer experience design.
• Adaptability: Thrive in a fast‑changing environment, quickly pivoting strategies based on new data or product releases.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Experience Manager, you will have access to:

• Mentorship Programs: Pairing with senior leaders in product, data science, and AI research to broaden your strategic perspective.
• Continuous Education Stipends: Annual budget for courses, certifications, conferences, or workshops related to AI, data analytics, or user experience.
• Leadership Pathways: Opportunities to evolve into senior managerial roles, such as Director of Customer Success, Head of AI‑Enabled Support, or VP of User Experience.
• Cross‑Departmental Rotations: Short‑term assignments with engineering, product, or marketing to deepen your holistic understanding of the business.
• Innovation Labs: Participate in internal hackathons and pilot programs that explore next‑generation support technologies.

Work Environment & Culture at brighthush

brighthush is a fully remote‑first organization with a vibrant, inclusive culture that celebrates diversity of thought and background. Our core values include:

• People‑First Innovation: We design technology that serves real human needs, not the other way around.
• Transparency: Open communication channels, regular all‑hands updates, and shared dashboards keep everyone aligned.
• Collaboration: Teams work together across time zones using Slack, Asana, and shared Notion workspaces to stay connected.
• Well‑Being: As a health‑tech company, we practice what we preach—offering wellness allowances, mental‑health days, and virtual fitness sessions.
• Continuous Learning: Knowledge sharing is encouraged through weekly brown‑bag talks, internal webinars, and a robust library of resources.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, successful candidates can expect a competitive compensation package that reflects market standards for mid‑level roles in the United States. In addition to base salary, brighthush offers:

• Generous Paid Time Off (PTO): Flexible vacation policy to recharge and maintain work‑life balance.
• Health & Wellness Benefits: Comprehensive medical, dental, and vision coverage; mental‑health support; and a wellness stipend.
• Retirement Savings: 401(k) plan with company match.
• Technology Stipend: Home office equipment allowance to ensure an ergonomic and productive workspace.
• Professional Development: Access to online learning platforms, conference tickets, and certification reimbursements.
• Performance Bonuses: Quarterly incentives tied to support metrics, customer satisfaction, and innovation milestones.
• Community & Belonging: Virtual social events, employee resource groups, and a culture of recognition.

Application Process

If you are passionate about blending AI technology with human‑centric support, love diving deep into data to uncover hidden insights, and thrive in a collaborative, remote environment, we want to hear from you. To apply, click the link below and submit your resume, a cover letter highlighting your most relevant achievements, and any portfolio items (e.g., workflow automations, support dashboards) that showcase your expertise.

Apply to Join brighthush Today

Take the Next Step

At brighthush, you’ll be part of a mission‑driven team that is reshaping how millions of people understand and improve their health. Your work will have a direct impact on user happiness, product evolution, and the broader conversation about AI in wellness. Join us, and help turn complex data into compassionate experiences that empower lives.