Senior Automation Specialist – Customer Success & Process Optimization (Inbound)

About brighthush

At brighthush, we’re on a mission to empower people to reach their full potential through innovative, intuitive technology. Our products streamline learning, foster meaningful connections, and unlock new opportunities for individuals and organizations worldwide. We believe that the best solutions are built by passionate, creative people who are eager to solve real problems. If you’re ready to join a team that values curiosity, collaboration, and continuous improvement, brighthush is the place for you.

Position Overview

We’re looking for a dynamic Automation Specialist – Customer Success (Inbound) who can transform the way we support our global customer base. In this role, you’ll be the first line of defense for our inbound queue, turning routine tasks into streamlined workflows and turning customer interactions into data-driven insights. You’ll blend deep technical know‑how with a customer‑centric mindset to create faster, smarter, and more scalable support processes.

Why This Role Matters

Customer success is the heartbeat of brighthush. Every email, Slack message, or support ticket is an opportunity to deepen a relationship, prevent churn, and uncover new growth. By automating repetitive tasks and surfacing actionable insights, you’ll free up our support team to focus on high‑impact work, while ensuring that every customer feels heard, understood, and empowered.

Key Responsibilities

• Automation Design & Implementation – Identify high‑volume, repetitive patterns in the inbound queue (triage, tagging, routing, drafting) and design or build automations using Salesforce, Gainsight, Front, and AI tools such as Claude, Gemini, Rovo, or the internal Slackbot.
• AI‑Powered Customer Insight – Leverage AI tools daily to synthesize customer context, accelerate resolution of complex inquiries, and reduce manual lookup time.
• Intelligent Triage – Quickly distinguish between support issues, adoption blockers, and commercial opportunities, ensuring each ticket is routed to the right team.
• Risk Detection & Escalation – Spot “at‑risk” customers through sentiment analysis and inquiry type, escalating to leadership or specialized teams to prevent churn.
• Self‑Service Advocacy – Guide customers to existing resources (Community, Knowledge Base, Toolkits) to promote independence and faster time‑to‑value.
• Knowledge Management – Use internal AI agents and knowledge base tools to retrieve answers efficiently and draft accurate, empathetic responses.
• Queue Ownership – Serve as the primary point of contact for non‑technical customer inquiries across email, Slack, and Jira.
• Data Integrity – Maintain accurate records of customer interactions in Salesforce and Gainsight to provide a complete view of customer health.
• Cross‑Functional Collaboration – Work closely with Finance and AR teams to resolve billing or administrative blockers that frustrate customers.
• Trend Analysis & Process Improvement – Identify recurring inbound questions, convert them into automated responses, macros, or workflow rules, and share insights with the Content team for future toolkit creation.
• Growth Opportunity Identification – Analyze the customer base to surface upsell or cross‑sell opportunities and communicate these signals to the Sales Account Executive.

Essential Qualifications

• Education – Bachelor’s degree or equivalent in a relevant field.
• AI & Automation Proficiency – Proven track record of using AI and automation tools to streamline workflows, process information, and boost personal efficiency.
• Communication Excellence – Exceptional written and verbal communication skills, with a strong focus on empathy, clarity, and customer‑centric storytelling.
• Expectation Management – Ability to set realistic expectations and drive issues to completion under tight deadlines.
• Problem‑Solving Acumen – Strong analytical skills and the ability to triage complex situations quickly and accurately.
• Multitasking & Prioritization – Thrive in a fast‑moving environment, juggling multiple tasks while maintaining high quality.
• Team Collaboration – A collaborative mindset that leverages internal and external resources strategically and tactically.

Preferred Experience (Not Required)

• High‑volume customer‑facing role experience (Support, Success, or Account Management).
• Proficiency with CRM systems (Salesforce) and ticketing platforms.
• Customer‑facing experience within the EdTech industry or other SaaS companies.

Skills & Competencies for Success

• Deep understanding of customer success principles and lifecycle management.
• Strong technical aptitude: comfortable navigating Salesforce, Gainsight, Front, and AI APIs.
• Data‑driven mindset: ability to analyze metrics, identify trends, and translate insights into action.
• Creative problem‑solving: design innovative automation solutions that improve efficiency and customer experience.
• Adaptability: thrive in a culture of continuous learning and rapid iteration.
• Leadership potential: mentor junior team members and influence cross‑functional initiatives.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As an Automation Specialist, you’ll:

• Progress into senior automation or process improvement roles, shaping the future of customer success at scale.
• Lead cross‑functional projects that span product, engineering, and sales, giving you a holistic view of the business.
• Participate in our internal “Innovation Lab,” where you can experiment with cutting‑edge AI tools and propose new product features.
• Access a robust learning ecosystem: tuition reimbursement, online courses, certifications, and mentorship programs.
• Earn recognition through our Motivosity employee recognition program, celebrating impactful contributions.

Work Environment & Company Culture

Our culture is built on inclusivity, support, and meaningful connection. brighthush offers:

• Flexible work arrangements: remote, hybrid, or in‑office options tailored to your role and location.
• Collaborative spaces: state‑of‑the‑art meeting rooms and virtual collaboration tools to keep teams connected.
• Community focus: regular team‑building events, volunteer days, and cross‑departmental hackathons.
• Inclusive policies: zero tolerance for discrimination, robust diversity initiatives, and a commitment to equal opportunity.

Compensation, Perks & Benefits

While specific packages vary by location, brighthush offers:

• Competitive base salary plus performance‑based bonuses.
• Full‑time ownership program: every employee has a stake in our success.
• Generous paid time off, including local holidays and a “Dim the Lights” retreat in late December.
• Comprehensive wellness programs: mental health support, gym memberships, and wellness stipends.
• Professional development: tuition reimbursement, conference travel, and access to industry‑leading learning platforms.
• Latest technology and tools to empower your work.
• Employee recognition through the Motivosity program.

How to Apply

Ready to transform customer success at brighthush? Submit your application through our career portal or click the link below to apply directly:

Apply to this job

Closing Statement

At brighthush, we’re redefining what it means to support customers in a digital world. If you’re passionate about automation, love turning data into action, and want to make a tangible impact on millions of users, we want to hear from you. Join us and help shape the future of customer success—one automation at a time.