Seasoned Customer Experience Lead – Part‑Time Remote (3–5 hrs/day) – Champion Women’s Health & Wellness Innovation at brighthush – Shape Empathetic Support for Transformative Life Moments

About brighthush

brighthush is more than a brand – it’s a movement dedicated to reshaping the conversation around women’s health and wellness. From the early days of pregnancy to the challenges of postpartum recovery, from breastfeeding support to navigating pregnancy loss, we create functional, comfortable products that are rooted in rigorous research and crafted with genuine empathy. Our mission is simple yet profound: to provide the support people need during some of the most transformative moments of their lives.

We are a lean, agile team that thrives on collaboration, rapid iteration, and an unwavering commitment to customer well‑being. Every day we listen to real stories, translate them into product improvements, and deliver solutions that feel like a natural extension of the body. If you’re passionate about making a tangible difference in people’s lives and love the challenge of turning feedback into action, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Your voice will shape how we communicate, troubleshoot, and evolve our brand.
• Flexible Schedule: 3–5 hours per day, fully remote – perfect for balancing other commitments.
• Autonomy: Own the entire customer experience lifecycle, from first contact to post‑purchase support.
• Growth Opportunities: As we scale, you’ll have the chance to lead larger CX initiatives, mentor new hires, and influence product strategy.
• Culture of Care: A supportive, collaborative environment where every team member’s insights are valued.

Key Responsibilities

As the sole Customer Experience Lead, you will be the face of brighthush for every customer interaction. Your role will encompass a wide range of tasks, all aimed at delivering a seamless, empathetic experience.

• Customer Interaction: Serve as the first point of contact for all inquiries via the customer support platform, responding with clear, compassionate, and accurate communication.
• AI Collaboration: Work closely with the AI assistant in the customer support platform, reviewing flagged tickets and stepping in when human nuance is required.
• Returns & Exchanges: Manage the entire returns process through the returns management platform, ensuring a smooth, hassle‑free experience for customers.
• Order Troubleshooting: Resolve order issues directly in the e‑commerce platform, coordinating with fulfillment and logistics teams as needed.
• Internal Collaboration: Use the team communication platform to communicate with product, engineering, and marketing teams, escalating issues and sharing insights.
• Insight Capture: Track customer feedback, identify trends, and flag product or site bugs to the relevant teams.
• Community Management: Engage with our social media platform community, responding to DMs and comments related to orders or product questions.
• Process Improvement: Refine CX systems by enhancing macros, workflows, and automations in the customer support platform to increase efficiency and human touch.

Essential Qualifications

• Proven experience using the customer support platform, e‑commerce platform, returns management platform, and team communication platform in a customer‑facing role.
• Hands‑on experience with AI agents in the customer support platform and a keen sense of when to intervene.
• Prior leadership of customer experience for a brand in the women’s health, maternity, or related sector.
• Exceptional written communication skills—clear, empathetic, and solution‑oriented.
• Strong judgment: ability to balance policy adherence with personalized customer care.
• Self‑starter: autonomous, proactive, and capable of owning tasks from inception to completion.
• Experience working solo or within a lean team is highly valued.

Preferred Qualifications

• Background in product design or research within the women’s health space.
• Experience with analytics tools to track CX metrics.
• Knowledge of accessibility standards and inclusive design principles.
• Multilingual capabilities to support a diverse customer base.
• Familiarity with community engagement best practices on social media platforms.

Core Skills & Competencies

• Customer‑Centric Mindset: Deep empathy for customers’ journeys and a passion for solving their pain points.
• Problem‑Solving: Ability to diagnose complex issues quickly and propose effective solutions.
• Communication: Strong verbal and written skills, with the capacity to translate technical details into customer‑friendly language.
• Collaboration: Comfortable working cross‑functionally, building relationships with product, engineering, and marketing teams.
• Data‑Driven: Comfortable interpreting customer data, generating insights, and recommending actionable improvements.
• Adaptability: Thrives in a fast‑moving environment, adjusting priorities as new challenges arise.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career progression. As the Customer Experience Lead, you will:

• Lead the development of a comprehensive CX strategy that aligns with our product roadmap.
• Mentor junior support staff or interns, sharing best practices and fostering a culture of excellence.
• Collaborate with product teams to influence feature prioritization based on real customer insights.
• Participate in quarterly strategy sessions, contributing to high‑level business decisions.
• Access to industry conferences, webinars, and workshops focused on women’s health, CX, and product design.

Work Environment & Culture

Our team is distributed across multiple time zones, but we maintain a strong sense of community through:

• Weekly virtual stand‑ups and informal “coffee chats” to keep the team connected.
• Open‑door communication channels—anyone can share ideas or concerns directly with leadership.
• A culture that celebrates small wins and learns from setbacks.
• Flexible working hours that respect personal commitments and promote work‑life balance.

Compensation & Benefits

This is an hourly, part‑time role at $18 per hour. While traditional benefits are not included, you’ll receive:

• Meaningful work that directly supports people during critical life moments.
• Opportunity to shape a brand that values empathy, research, and innovation.
• Access to a collaborative, supportive team that moves quickly and celebrates success.
• Potential for future full‑time or higher‑level roles as brighthush expands.

How to Apply

If you’re ready to bring your customer‑experience expertise to a mission‑driven brand that values empathy, innovation, and impact, we’d love to hear from you. Please submit your resume and a brief cover letter explaining why you’re the perfect fit for brighthush.

Join us in redefining women’s health and making every interaction count.