Customer Experience Program Manager – End‑to‑End Support Operations & AI‑Driven CX Leadership

About brighthush

brighthush is at the forefront of redefining secure digital identity for the modern world. Our mission is simple yet powerful: make it effortless for individuals and organizations to prove who they are online—safely, seamlessly, and with absolute confidence. By pioneering cutting‑edge identity verification and account protection, we empower enterprises to reduce fraud, accelerate onboarding, and deliver friction‑free user experiences that delight customers and build lasting trust.

As a fast‑growing, AI‑driven security company, brighthush is on a relentless quest to scale trust at scale. We combine world‑class technology with a customer‑centric culture, ensuring that every interaction—whether it’s a support ticket, a feature request, or a strategic partnership—reflects our commitment to security, reliability, and innovation.

Why brighthush is the place to grow

At brighthush, we don’t just build products; we build ecosystems that protect millions of digital identities worldwide. Our remote‑first, US‑based team is a melting pot of engineers, designers, product managers, and customer success leaders who share a single goal: to make identity verification effortless and trustworthy. If you thrive in a fast‑paced, data‑driven environment and want to see the direct impact of your work on global users, brighthush is the place for you.

About the Role

We’re looking for a dynamic Customer Experience Program Manager to become the operational heartbeat of our Customer Experience organization. You will bridge the gap between Customer Success, Support, and Pre‑Sales Solutions Engineering, orchestrating the journey from proof‑of‑concept to handover and beyond. Your day‑to‑day focus will be on flow, not just tickets: you’ll own the end‑to‑end lifecycle of every customer interaction, ensuring that every query is acknowledged, every promise is tracked, and every commitment is fulfilled.

This role is a unique blend of program management, queue traffic control, and hands‑on Level‑1 support. While you won’t be writing code, you will be the linchpin that keeps our support systems humming—triaging rejections, monitoring directory errors, collaborating with engineering on bug resolution, and continuously refining our tooling to maximize efficiency.

Key Responsibilities

• Operate the CX Cadence – Lead planning sessions, escalation reviews, and cycle input to keep the CX engine running smoothly.
• Maintain CX Program Artifacts – Own support and feature‑request workflows, system configurations, and tracking dashboards.
• Route Inbound Requests – Ensure every ticket, question, or feature request lands in the right TCE pod and never sits unclaimed.
• Enforce SLAs – Monitor acknowledgement and response times, escalating when threads go quiet and maintaining a culture of accountability.
• Define Triage Rules – Document severity definitions, routing logic, and escalation paths to keep the queue healthy.
• Report Queue Health – Deliver insights on volume, acknowledgement time, time‑to‑first‑response, aging, and load concentration.
• Engineer‑Cycle Collaboration – Structure escalations and feature requests, track commitments, and close the loop with CSMs and customers.
• Own L1 Ticket Resolution – Resolve Level‑1 tickets, onboard new customers, and create runbooks that empower the team.
• Build Self‑Service Knowledge – Write and maintain canned responses, turning repeat questions into self‑service answers.
• Administer the Support Platform – Configure routing, views, SLAs, tagging, reporting, data hygiene, and integrations with CRM and engineering ticketing.
• Partner on AI Initiatives – Work with Ops to embed AI into triage, summarization, drafting, and status synthesis, driving smarter, faster support.

Tools & Technologies

• Support & Ticketing: Pylon, Linear
• CRM: HubSpot
• AI & Automation: Triage bots, summarization engines, workflow automation platforms
• Identity Standards: SAML, OIDC, OAuth, SCIM, SSO, webhooks

Essential Qualifications

• 3+ years in support operations, CX or service program management, technical support, or business operations.
• Hands‑on experience running a support queue: triage, routing, SLA management, and reporting.
• Admin ownership of a support or ticketing platform such as Pylon, Linear, Intercom, or similar.
• Comfort with technical subject matter: read error logs, follow integration conversations, and translate them for non‑technical stakeholders.
• Clear, concise writing under tight deadlines, especially with enterprise customers.
• Sound judgment with customer, security, and commercial information.
• Fluency with modern software tooling and a genuine appetite for AI assistance in daily work.

Preferred Qualifications

• Experience in security, identity, or B2B SaaS environments.
• Knowledge of IAM concepts and coordinating support with engineering on bug intake and release cycles.
• Experience building a knowledge base or triage taxonomy.
• Familiarity with SOC 2 or customer security questionnaires.

Skills & Competencies

• Strategic Thinking – Ability to see the big picture while managing day‑to‑day details.
• Process Ownership – Track commitments without being asked and keep initiatives on schedule.
• Customer‑Centric Mindset – Hold response times to a high standard without personal friction.
• Adaptability – Thrive in shifting priorities and undefined processes.
• Technical Curiosity – Stay engaged with the underlying technical problems, not just the flow.
• Communication – Translate complex technical concepts into clear, actionable language.
• Collaboration – Work cross‑functionally with engineering, product, sales, and security teams.
• Data‑Driven Decision Making – Use metrics to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, you’ll be the first person to own CX operations end‑to‑end in a rapidly scaling security company. This role offers:

• Direct influence on the design and evolution of our support platform and processes.
• Hands‑on experience with AI‑powered triage and automation, positioning you at the forefront of CX innovation.
• Cross‑functional exposure to product, engineering, security, and sales, building a well‑rounded skill set.
• Clear career progression into senior CX leadership, product management, or operations roles.
• Access to continuous learning resources, including certifications in customer success, AI, and security best practices.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer delight. You’ll join a remote‑first, US‑based team that values:

• Flexibility – Work from anywhere with a flexible schedule that respects work‑life balance.
• Innovation – Experiment with cutting‑edge AI tools and modern support workflows.
• Ownership – Own your projects, own your metrics, and own your impact on customer experience.
• Community – Quarterly in‑person offsites, virtual coffee chats, and a vibrant internal Slack community.
• Growth – Regular mentorship, skill‑building workshops, and a culture that rewards curiosity.

Compensation & Benefits

• Competitive base salary: $100,000 – $125,000 (commensurate with experience).
• Meaningful equity ownership – share in the company’s success.
• Comprehensive medical, dental, and vision coverage.
• Flexible paid time off and flexible work schedules.
• 401(k) plan with employer matching.
• Remote‑first, US‑based team with quarterly in‑person offsites.
• Latest computer hardware and equipment provided.

Why Join brighthush?

By stepping into this role, you’ll shape how brighthush scales support, how customer requests reach engineering, and how AI transforms the way CX operates. You’ll be at the intersection of technology, security, and customer delight—making a tangible impact on millions of users worldwide.

We’re looking for someone who can track commitments without being asked, hold a line on response times without friction, thrive in shifting priorities, and stay curious about the technical problem at hand. If that sounds like you, we want to hear from you.

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush team.