Dynamic Customer & Community Service Manager – Multi‑Brand Member Experience, Community Operations & Engagement Lead at brighthush

About brighthush

brighthush is a fast‑growing, purpose‑driven organization that connects passionate members across a portfolio of lifestyle, travel, and experiential brands. Our mission is to turn ordinary interactions into unforgettable experiences, fostering a sense of belonging that extends beyond transactions. By blending cutting‑edge technology with a human‑first philosophy, brighthush creates vibrant digital and physical communities where members feel heard, valued, and inspired to explore new horizons. As we continue to expand our reach, we are looking for a visionary leader who can champion both exceptional customer service and thriving community ecosystems.

Why This Role Matters

The Customer & Community Service Manager sits at the heart of brighthush’s member journey. You will be the trusted voice that resolves inquiries, the architect who designs engaging community experiences, and the guardian who ensures a safe, welcoming environment for all members. Your work directly influences member satisfaction, retention, and advocacy—key drivers of brighthush’s growth and brand reputation.

Key Responsibilities

1. Multi‑Brand Customer Support

• Serve as the primary point of contact for member inquiries across all brighthush brands, including membership, travel experiences, and event services.
• Manage ticketing platforms, email correspondence, in‑app chat, booking assistance, payment issues, and general support requests.
• Maintain industry‑leading response times, ensuring every interaction is resolved with clarity, professionalism, and empathy.
• Develop and maintain a comprehensive knowledge base that empowers members to self‑serve and reduces repetitive inquiries.
• Collaborate with product and operations teams to feed back member pain points and drive continuous improvement.

2. Community Operations & Engagement

• Oversee the day‑to‑day functioning of brighthush’s private members club, ensuring the community feels vibrant, inclusive, and active.
• Approve and curate member‑initiated social events, chat groups, and discussion threads, aligning them with brand values.
• Act as the central liaison for community advocates, ambassadors, and hosts, assigning tasks, tracking progress, and celebrating successes.
• Design and maintain a dynamic community calendar that highlights workshops, webinars, meet‑ups, and special events.
• Implement engagement strategies—such as gamification, recognition programs, and member spotlights—to boost participation.

3. Community Moderation & Safety

• Monitor all digital touchpoints for policy violations, including profile images, posts, messages, and event listings.
• Investigate reports of inappropriate behavior, escalating safeguarding concerns to senior leadership when necessary.
• Ensure that community guidelines are consistently applied, fostering a respectful and inclusive atmosphere.
• Provide training and resources to moderators and community advocates to handle sensitive situations with discretion.

4. Programming & Content Coordination

• Partner with educators, workshop hosts, and subject‑matter experts to schedule at least two high‑impact member workshops each month.
• Create compelling event listings, promotional copy, and post‑event follow‑ups that drive repeat attendance.
• Support both virtual and in‑person experiences, ensuring seamless integration between online platforms and physical venues.
• Maintain a robust community calendar that reflects a balanced mix of educational, social, and recreational activities.

5. Customer Service Systems Management

• Own the configuration, optimization, and reporting for brighthush’s support platforms, including Zendesk, Intercom, and the internal Help Centre.
• Analyze ticket trends, identify bottlenecks, and implement automation or AI‑driven solutions to improve efficiency.
• Collaborate with the tech team to integrate new tools, ensuring a frictionless experience for both members and support agents.

6. Process Improvement & AI Integration

• Lead initiatives to streamline support workflows, reduce resolution times, and elevate overall service quality.
• Explore AI‑powered chatbots, sentiment analysis, and predictive routing to anticipate member needs before they arise.
• Document best practices, create SOPs, and train cross‑functional teams on new processes.

7. Cross‑Functional Collaboration

• Work closely with brighthush founders, product managers, marketing, and operations to align community initiatives with broader business goals.
• Provide regular insights and metrics on member sentiment, engagement rates, and support performance to inform strategic decisions.
• Represent the voice of the member in internal meetings, championing a member‑centric mindset across the organization.

Essential Qualifications

• 5+ years of experience in customer support, community management, or a hybrid role within a fast‑paced, multi‑brand environment.
• Proven track record of building and scaling online communities, with measurable improvements in engagement and retention.
• Strong written and verbal communication skills; ability to convey complex information clearly and empathetically.
• Demonstrated expertise with support platforms such as Zendesk, Intercom, or similar tools.
• Experience moderating digital communities, handling conflict resolution, and enforcing community guidelines.
• Highly organized, detail‑oriented, and capable of juggling multiple priorities under tight deadlines.
• Comfortable working directly with senior leadership and influencing cross‑functional teams.

Preferred Qualifications

• Bachelor’s degree in Business, Communications, Hospitality, or a related field.
• Background in travel, lifestyle, or membership‑based businesses.
• Familiarity with AI‑driven support tools, chatbots, or sentiment‑analysis platforms.
• Experience designing and delivering virtual workshops, webinars, or live events.
• Fluency in a second language to support an international member base.

Core Skills & Competencies

• Member‑Centric Mindset: Passion for delivering delight at every touchpoint.
• Analytical Acumen: Ability to interpret data, generate insights, and act on trends.
• Leadership & Influence: Skill in motivating community advocates and guiding cross‑functional teams.
• Problem‑Solving: Calm under pressure, with a knack for turning challenges into opportunities.
• Technology Savvy: Comfort navigating SaaS support tools, community platforms, and emerging AI solutions.
• Creative Programming: Talent for curating events that spark conversation and foster belonging.
• Ethical Judgment: Strong sense of discretion when handling sensitive member information.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As you master the dual realms of support and community, you will have pathways to senior leadership roles such as Director of Member Experience, Head of Community Strategy, or VP of Customer Success. We invest heavily in professional development—offering tuition reimbursement, access to industry conferences, mentorship programs, and internal workshops on AI, data analytics, and community design.

Work Environment & Culture

brighthush thrives on a collaborative, inclusive, and innovative culture. Our teams work in a hybrid model, blending remote flexibility with occasional in‑person gatherings at inspiring locations. We celebrate diversity, encourage curiosity, and reward bold ideas. Expect a workplace where your voice is heard, your well‑being is prioritized, and your contributions directly shape the future of member experiences worldwide.

Compensation, Perks & Benefits

• Competitive base salary aligned with market benchmarks for senior community and support roles.
• Performance‑based bonuses tied to member satisfaction, engagement metrics, and operational efficiency.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off, parental leave, and flexible holiday policies.
• Retirement savings plan with company matching contributions.
• Professional development stipend, access to online learning platforms, and conference attendance.
• Employee wellness program, including mental‑health resources, virtual fitness classes, and mindfulness workshops.
• Travel credits and exclusive invitations to brighthush‑hosted events, retreats, and member experiences.

How to Apply

If you are ready to shape the future of member experiences, champion community belonging, and lead a high‑performing support operation, we want to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to This Job

Closing Statement

brighthush is more than a brand—it’s a movement that turns everyday interactions into lasting connections. As our Customer & Community Service Manager, you will be the catalyst that turns curiosity into loyalty and transactions into relationships. Take the next step in your career and help us build a world where every member feels seen, heard, and celebrated. Apply today and become a cornerstone of the brighthush experience.