Remote Senior Customer Service Representative – Subject Matter Expert (SME) – AI‑Driven Support & Knowledge Management for a Leading Digital Fitness Platform (brighthush)

About brighthush

brighthush is redefining the way fitness and wellness businesses operate in a digital‑first world. Since its launch in 2020, brighthush has built a powerful, cloud‑based operating system that unifies scheduling, payments, memberships, marketing, and client management into one seamless platform. Our mission is to empower studios, boutique gyms, yoga studios, and wellness entrepreneurs to focus on what they love—delivering transformative experiences—while we handle the complex logistics that keep their businesses running smoothly.

With a vibrant community of over 50,000 studios worldwide, brighthush is at the forefront of the hybrid‑operations revolution. We blend cutting‑edge technology with a deep understanding of the unique challenges faced by small‑to‑mid‑size fitness and wellness providers. Our culture is built on collaboration, continuous learning, and a relentless commitment to customer success. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where your ideas can shape the future of the industry.

Role Overview

We’re looking for a Remote Senior Customer Service Representative – Subject Matter Expert (SME) to become the backbone of our frontline support team. In this role, you will handle the most complex and ambiguous customer inquiries, provide real‑time enablement to your peers, and drive continuous improvement of our AI‑powered support tools. Your expertise will help us reduce repeat questions, lower ticket volume, and elevate the overall customer experience.

As a key member of the support organization, you will:

• Serve as the go‑to authority for escalated issues and knowledge gaps.
• Own the quality and speed of responses to frontline agents.
• Identify patterns, root causes, and opportunities for automation.
• Collaborate with product, engineering, and content teams to refine our knowledge base and AI models.
• Champion a culture of continuous learning and knowledge sharing.

Key Responsibilities

• Live Queue Management: Dedicate up to 50% of your workweek to the live customer queue, ensuring hands‑on familiarity with our product surface, tooling, and the types of interactions your teammates handle.
• Complex Ticket Ownership: Prioritize and resolve complex, ambiguous, or escalated tickets where your SME judgment adds the most value.
• Pattern Recognition: Use real‑time queue data to spot recurring issues, feeding edge‑case insights into weekly reviews.
• Real‑Time Enablement: Act as the primary point of contact on brighthush and brighthush for 10–15 frontline agents, answering in‑the‑moment questions and guiding them toward best practices.
• SLA Stewardship: Own the response‑time Service Level Agreement (SLA) for unblocking the team, ensuring timely resolution of high‑impact inquiries.
• Queue Triage: Daily triage of the shared brighthush support queue, routing tickets appropriately and setting priorities.
• Internal Escalations: Escalate critical brighthush tickets to the relevant internal stakeholders, ensuring swift resolution.
• Data Logging: Log every real‑time question by category and frequency, moving beyond simple answers to actionable insights.
• Weekly Review & Root‑Cause Analysis: Conduct a weekly review of repeat questions and canceled brighthush tickets to identify root causes—bugs, knowledge gaps, or misfiled tickets—and educate the team accordingly.
• Knowledge Base Enhancement: Publish or update at least one knowledge base article, macro, training note, or internal document per week based on review findings.
• Repeat Question Reduction: Own the long‑term trend of repeat questions and canceled tickets, focusing on sustainable improvement rather than speed alone.
• AI brighthush Optimization: Continuously improve the AI brighthush by identifying gaps, validating responses, and partnering on knowledge updates.
• Unanswered Search Review: Weekly review of unanswered and low‑confidence AI brighthush searches, converting recurring gaps into documentation or training.
• AI brighthush‑First Advocacy: Champion AI brighthush‑first behavior across the frontline, encouraging agents to leverage AI before escalating.

Essential Qualifications

• 3+ years of frontline customer experience or customer support in a SaaS environment.
• Proven experience acting as an SME, escalation point, or peer coach within a support team.
• Track record of improving an AI knowledge base or measuring documentation effectiveness.
• Deep product and process knowledge across a complex support surface area, or a demonstrated ability to acquire such depth quickly.
• Strong writing and documentation skills—capable of producing clear, concise knowledge base articles and training materials.
• Ownership mindset: proactively closing gaps rather than waiting to be asked.
• Sound judgment on complex, ambiguous, or escalated tickets.
• Background in fitness, wellness, or experience working with small business owners and studio operators.

Preferred Qualifications

• Experience with AI‑powered support tools such as brighthush, brighthush, or similar platforms.
• Familiarity with ticketing systems like brighthush, brighthush, or brighthush.
• Knowledge of the fitness and wellness industry’s regulatory and operational nuances.
• Previous remote work experience, especially in a distributed team environment.
• Strong analytical skills, with the ability to translate data into actionable improvements.
• Experience in a startup or high‑growth environment where agility and rapid iteration are the norm.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and a genuine desire to help customers succeed.
• Communication: Clear, empathetic, and concise communication across multiple channels (chat, email, brighthush).
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Collaboration: Comfortable working cross‑functionally with product, engineering, and content teams.
• Adaptability: Thrives in a fast‑moving environment, quickly learning new tools and processes.
• Data‑Driven Decision Making: Uses metrics and analytics to guide improvements and measure success.
• Leadership: Inspires peers through coaching, knowledge sharing, and leading by example.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Service Representative – SME, you will:

• Progress into a Lead Support Engineer or Customer Success Manager role, overseeing larger teams and strategic initiatives.
• Take on product ownership responsibilities, shaping the roadmap for support tools and AI features.
• Participate in cross‑departmental projects, gaining exposure to product development, marketing, and operations.
• Access continuous learning resources, including internal workshops, industry conferences, and mentorship programs.
• Earn certifications in customer support best practices, AI tooling, and SaaS product management.

Work Environment & Company Culture

brighthush is a fully remote, distributed organization that values flexibility, trust, and autonomy. Our culture is defined by:

• Transparent Communication: Regular all‑hands meetings, open brighthush channels, and a culture of feedback.
• Inclusive Community: Diverse teams that celebrate different perspectives and foster belonging.
• Work‑Life Balance: Flexible PTO, unlimited vacation, and a focus on results over hours.
• Health & Wellness: Fitness class reimbursements, mental health resources, and a commitment to employee well‑being.
• Innovation‑Driven: Encouragement to experiment, iterate, and bring new ideas to the table.
• Impact‑Focused: Every team member’s contribution directly influences the success of our customers and the growth of the company.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for senior support roles.
• Performance‑based bonuses tied to team and individual metrics.
• Equity options, allowing you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous parental leave policy.
• Fitness class reimbursement and wellness stipends.
• Opportunities for additional compensated hours and project work.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to join a forward‑thinking team that’s reshaping the fitness and wellness industry? Click the link below to submit your application and take the first step toward an exciting career at brighthush.

Apply to brighthush Today

Closing

At brighthush, we’re not just building a platform; we’re building a community of passionate professionals who are dedicated to empowering fitness and wellness businesses worldwide. If you thrive in a fast‑paced, remote environment, love solving complex problems, and want to make a tangible impact on customer success, we want to hear from you. Join us as a Senior Customer Service Representative – SME and help shape the future of hybrid operations.