Senior AI‑Powered Customer Support Specialist – Automation & Prompt Engineering Lead – Driving Next‑Gen FinTech Excellence at brighthush

About brighthush

brighthush is redefining how the next generation manages money. Since our founding in 2018, we have built a mobile‑first, secure, and engaging financial platform that blends cutting‑edge technology with a deep understanding of teenage users. With a vibrant team of 51‑200 professionals, we’re headquartered in Palo Alto, California, but our fully remote‑first culture means we’re connected to customers and teammates across the United States. Innovation, collaboration, and a relentless focus on customer delight guide every product decision and every line of code we write.

Our mission is simple: empower teens to learn financial responsibility, save for future goals, and navigate the digital world with confidence. As we scale, we’re looking for passionate, results‑driven individuals who want to shape the future of customer support through AI, automation, and data‑centric thinking. If you’re excited by the challenge of turning routine inquiries into seamless, AI‑enhanced experiences, you’ll find a home at brighthush.

Why This Role Matters

Customer support is the heartbeat of any consumer‑facing company. At brighthush, every interaction is an opportunity to reinforce trust, showcase our brand values, and gather insights that drive product innovation. The Remote AI‑Driven Customer Support Specialist will be at the forefront of transforming our support operations, turning routine inquiries into seamless, AI‑enhanced experiences that delight our users and free our human agents to focus on high‑impact, empathetic interactions.

In this role, you will become the bridge between cutting‑edge AI technology and the real‑world needs of our teenage customers. You’ll design, test, and iterate automation solutions that reduce response times, improve resolution rates, and elevate the overall customer experience. Your work will directly influence key metrics such as CSAT, NPS, and first‑contact resolution, making you a critical driver of our growth and customer satisfaction.

Key Responsibilities

• Workflow Analysis & Optimization – Conduct deep dives into existing support processes, identify bottlenecks, and map out opportunities for automation that reduce response times and improve resolution rates.
• Automation Design & Maintenance – Build, test, and iterate scalable automations (chatbots, ticket routing, knowledge‑base suggestions) that align with business goals and customer expectations.
• Prompt Engineering & Experimentation – Craft, refine, and A/B test AI prompts for real‑world support scenarios, ensuring natural language understanding and accurate intent recognition.
• System Monitoring & Troubleshooting – Continuously monitor workflow logs, API health, and integration performance; diagnose issues, implement fixes, and document lessons learned.
• Cross‑Functional Collaboration – Partner with Engineering (for API integrations), Product (for feature alignment), and Operations (for process changes) to ensure seamless end‑to‑end support experiences.
• Change Management & Adoption – Champion automation initiatives across the support organization, providing training, documentation, and feedback loops to drive adoption and maximize ROI.
• Roadmap Ownership – Own a clear, data‑driven automation roadmap, set measurable milestones, and report progress to leadership, highlighting impact on key metrics such as CSAT, NPS, and first‑contact resolution.
• Knowledge Base Enhancement – Curate and refine self‑service content, ensuring it is up‑to‑date, searchable, and aligned with the most common customer queries.
• Data Analysis & Reporting – Leverage analytics tools to extract actionable insights from support metrics, presenting findings to stakeholders in a clear, concise manner.
• Continuous Learning & Innovation – Stay abreast of the latest developments in AI, NLP, and automation platforms, proposing new ideas that keep brighthush at the cutting edge.

Essential Qualifications

• 5–7+ years of hands‑on experience in customer support, technical support, or automation operations, preferably in a fast‑paced, high‑volume environment.
• Deep understanding of customer service dynamics, ticketing systems, and support tooling (e.g., Zendesk, Intercom, Freshdesk).
• Proven ability to deconstruct complex workflows into clear, logical steps that can be automated.
• Strong customer‑centric mindset: prioritizing outcomes, satisfaction, and long‑term loyalty over raw ticket volume.
• Exceptional attention to detail, with a habit of iterating systems based on real‑world feedback.
• Hands‑on experience in prompt engineering: crafting, testing, and refining AI prompts for conversational agents.
• Solid grasp of data flows between systems, APIs, and webhooks; comfortable parsing JSON, reviewing logs, and diagnosing failures.
• Experience driving cross‑functional initiatives, removing roadblocks, and influencing stakeholders at all levels.
• Strong communication skills: able to translate technical findings into actionable insights for leadership and non‑technical teams.
• Self‑starter who can manage competing priorities, set clear ownership, and deliver results on time.

Preferred Qualifications

• Background in fintech or consumer banking, with an understanding of regulatory compliance and security best practices.
• Experience with AI platforms such as OpenAI, GPT‑4, or similar large language models.
• Knowledge of workflow automation tools (Zapier, Integromat, Workato) and low‑code/no‑code platforms.
• Familiarity with data analytics tools (SQL, Looker, Tableau) to derive insights from support metrics.
• Previous involvement in scaling support operations for a rapidly growing startup.

Skills & Competencies

• Technical Proficiency – APIs, JSON, webhooks, automation platforms, AI prompt engineering.
• Analytical Thinking – Ability to dissect processes, identify inefficiencies, and propose data‑driven solutions.
• Customer Empathy – Deep understanding of user pain points and the ability to translate them into system improvements.
• Project Management – Prioritizing tasks, setting realistic timelines, and coordinating with multiple teams.
• Communication – Clear, concise writing and speaking skills for documentation, training, and stakeholder updates.
• Adaptability – Thriving in a dynamic environment where priorities shift quickly and new tools emerge.

Career Growth & Learning Opportunities

At brighthush, learning is a continuous journey. As an AI‑Driven Customer Support Specialist, you’ll:

• Lead high‑impact projects that shape the future of our support ecosystem.
• Collaborate with senior engineers, product managers, and data scientists, gaining exposure to cross‑functional leadership.
• Participate in internal hackathons, AI workshops, and industry conferences to stay ahead of emerging trends.
• Progress into roles such as Automation Lead, Customer Experience Director, or Head of AI & Automation.
• Earn certifications in AI, NLP, and automation platforms, supported by a generous learning stipend.

Work Environment & Culture

brighthush is a remote‑first company that values flexibility, autonomy, and a results‑oriented mindset. Our culture is built on:

• Transparency – Open communication channels, regular all‑hands meetings, and a culture of feedback.
• Innovation – Encouraging experimentation, rapid prototyping, and a willingness to fail fast and learn.
• Inclusivity – A diverse team that celebrates different perspectives and backgrounds.
• Work‑Life Balance – Flexible vacation policies, paid holidays, and a focus on mental well‑being.
• Community – Regular virtual coffee chats, team‑building activities, and a shared commitment to social impact.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with industry standards for remote AI & automation roles.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive medical, dental, and vision insurance plans.
• Company‑paid life insurance and disability coverage.
• 401(k) plan with Safe Harbor matching to help you build your future.
• Flexible vacation policy and paid company holidays.
• 12 weeks of paid parental leave with flexible return‑to‑work options.
• Fully equipped home office stipend and technology package.
• Remote‑first work arrangement with no geographical restrictions within the USA.
• Annual learning stipend for courses, certifications, and conferences.

How to Apply

Ready to transform the way teens experience banking? Join brighthush and lead the charge in creating AI‑powered, customer‑centric support solutions. Click the link below to submit your application and become part of a team that’s changing the future of fintech.

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