Remote Fractional Head of Customer Experience & Service Operations – Lead Global Support & AI‑Driven CX for a Rapidly Growing E‑Commerce Brand

About brighthush

brighthush is a trailblazing direct‑to‑consumer apparel brand that turns everyday style into a statement of confidence. Since its launch in 2022, the company has grown from a single‑product startup into a full‑line retailer offering shirts, hoodies, jackets, sweatpants, joggers, and shorts that resonate with a diverse, trend‑savvy audience. With a nimble team of 11‑50 employees headquartered in Newport Beach, California, brighthush has built a reputation for bold designs, sustainable sourcing, and an uncompromising focus on customer delight.

Our mission is simple: deliver high‑quality, on‑trend apparel that feels as good as it looks, while creating a frictionless buying experience that keeps customers coming back. To achieve this, we rely on data‑driven insights, rapid iteration, and a culture that values creativity, accountability, and continuous learning.

Role Overview

We are seeking a visionary Fractional Head of Customer Experience & Service Operations to steer brighthush’s global support engine. This remote, part‑time role (15–25 hours per week) is ideal for an experienced CX leader who thrives in fast‑paced, high‑volume environments and is passionate about leveraging AI and automation to elevate the customer journey.

As the strategic custodian of our customer experience, you will:

• Lead a lean, offshore support team based in the Philippines, ensuring they deliver world‑class service.
• Design and execute proactive communication strategies that reduce friction before customers need to reach out.
• Implement AI‑powered tools to automate routine inquiries, freeing agents to focus on complex, high‑impact interactions.
• Collaborate cross‑functionally with Marketing, Operations, and Fulfillment to align messaging, inventory updates, and shipping timelines.
• Drive continuous improvement through data analysis, quality assurance, and customer feedback loops.

Key Responsibilities

Team Leadership & Operations

• Directly manage the existing customer service team, overseeing scheduling, workload distribution, and coverage.
• Set clear performance expectations, accountability metrics, and quality standards.
• Conduct regular ticket reviews, coaching sessions, and provide constructive feedback to elevate agent performance.
• Handle escalated issues, ensuring timely resolution and maintaining customer trust.
• Identify staffing gaps and productivity opportunities, optimizing workflows without unnecessary headcount increases.

Customer Journey Audits & Enhancements

• Audit the end‑to‑end customer experience—from website browsing and order placement to fulfillment, delivery, returns, and post‑purchase support.
• Pinpoint friction points, confusion, and frustration, then redesign policies, FAQs, and support processes.
• Collaborate with Marketing and Operations to ensure accurate, timely information reaches customers at every touchpoint.
• Develop proactive communication workflows that keep customers informed and engaged, especially during pre‑order and back‑order periods.
• Create standardized procedures for inventory delays, revised shipping estimates, cancellations, and refund requests.

AI & Automation Strategy

• Evaluate existing support technology and identify opportunities for AI integration.
• Implement AI chatbots, help‑desk automation, knowledge bases, and self‑service portals.
• Build reliable escalation paths to ensure complex issues reach human agents promptly.
• Measure automation performance, customer satisfaction, resolution rates, and cost savings.
• Ensure AI solutions enhance the customer experience rather than create new friction.

Data‑Driven Decision Making

• Create simple, weekly performance reports highlighting key metrics and trends.
• Identify recurring complaints, root causes, and recommend actionable improvements.
• Develop and maintain a centralized, accurate internal knowledge base.
• Establish quality assurance processes, reviewing conversations across all channels.
• Collaborate with product and leadership teams to share insights and drive policy changes.

Essential Qualifications

• Minimum 5 years of experience in customer service, experience, or support operations.
• Proven track record managing offshore teams, ideally in the Philippines.
• Strong background in direct‑to‑consumer e‑commerce, preferably Shopify‑based.
• Experience leading lean teams in high‑volume, fast‑growth settings.
• Demonstrated ability to coach agents, improve response times, maintain quality, and reduce support costs.
• Hands‑on experience with help‑desk platforms such as Gorgias, Zendesk, Intercom, or similar.
• Excellent written communication and a customer‑first mindset.
• Highly organized, proactive, and comfortable working independently.

Preferred Qualifications

• Experience handling fulfillment delays, pre‑orders, back‑orders, or complex shipping scenarios.
• Familiarity with AI customer support automation and modern help‑desk software.
• Experience integrating AI agents with Shopify and order management systems.
• Background in DTC apparel, home goods, bedding, or lifestyle brands.
• Track record of reducing ticket volume through proactive communication.
• Strong analytical skills and experience tracking support performance metrics.
• Experience creating operational dashboards and weekly support scorecards.

Skills & Competencies

• Strategic thinking and execution.
• Data‑driven decision making.
• Cross‑functional collaboration.
• Change management and process improvement.
• Strong interpersonal and coaching abilities.
• Technical aptitude for AI and automation tools.
• Customer‑centric mindset with a passion for delight.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a fractional leader, you will:

• Gain exposure to senior leadership and influence company‑wide CX strategy.
• Lead cross‑departmental initiatives that shape product, marketing, and fulfillment.
• Develop expertise in AI‑driven customer support—a rapidly growing field with high demand.
• Build a portfolio of measurable impact, positioning you for future senior CX roles.
• Participate in ongoing learning programs, including industry conferences, webinars, and internal workshops.

Work Environment & Company Culture

brighthush thrives on a culture of creativity, transparency, and agility. Our remote‑first approach empowers you to work from anywhere in the USA while staying connected through:

• Weekly virtual huddles and cross‑functional syncs.
• Open communication channels via Slack, Teams, and video calls.
• A flat hierarchy that encourages initiative and rapid decision making.
• A commitment to work‑life balance, with flexible scheduling and a focus on results over hours.
• Regular team celebrations, virtual coffee breaks, and a shared sense of purpose.

Compensation & Benefits

While the role is part‑time, we offer a competitive hourly rate commensurate with experience and industry standards. Additional benefits include:

• Fully remote work with no relocation required.
• Flexible hours to accommodate personal commitments.
• Opportunity to work with cutting‑edge AI and automation tools.
• Access to a vibrant community of e‑commerce and CX professionals.
• Potential for future full‑time or expanded responsibilities based on performance.

How to Apply

If you are a seasoned CX leader ready to shape the future of customer experience for a fast‑growing e‑commerce brand, we would love to hear from you. Please submit your resume, a brief cover letter outlining your relevant experience, and any case studies or metrics that demonstrate your impact.

Apply now and join brighthush in redefining how customers feel about shopping online.