Senior Customer & Community Experience Manager – Driving Exceptional Service & Engaged Membership at brighthush

About brighthush

brighthush is a global luxury travel and membership brand that redefines the way people experience adventure, culture, and community. With a portfolio that spans premium cruises, curated tours, and an exclusive online members club, brighthush delivers unforgettable journeys while fostering a vibrant, supportive network of like‑minded explorers. Our mission is simple: create moments that matter, and build belonging through exceptional service and engaging community experiences.

Key Responsibilities

As the Customer & Community Experience Manager, you will be the linchpin that connects our members to the world of brighthush. Your role blends frontline customer support, community stewardship, and continuous improvement of our digital ecosystems. You will work closely with founders, product teams, and community advocates to ensure every interaction—whether a ticket query or a social event—reflects brighthush’s commitment to trust, safety, and delight.

Customer Support

• Multi‑channel Excellence: Handle enquiries across ticketing systems, email, app support, booking, membership, events, payments, and general queries.
• Fast, Clear, and Consistent: Deliver rapid responses, maintain a professional tone, provide accurate information, and resolve issues to the member’s satisfaction.
• Process Ownership: Identify recurring pain points, refine workflows, and update help articles to reduce friction.

Community Operations

• Daily Stewardship: Oversee member chat groups, event communities, and social events, ensuring they remain active and welcoming.
• Approval & Oversight: Review and approve member‑initiated social events and chat groups, maintaining brand integrity.
• Engagement Champion: Act as the primary point of contact for community issues, support members, and encourage participation.
• Collaboration: Work with Community Advocates, ambassadors, and hosts to assign tasks and nurture relationships.

Community Moderation & Safety

• Content Review: Monitor reported profiles, photos, messages, feed posts, and events for compliance with brand guidelines.
• Safety Protocols: Escalate safeguarding concerns, support investigations, and ensure a respectful environment.
• Policy Enforcement: Maintain community descriptions and imagery that align with brighthush’s standards.

Community Programming

• Event Coordination: Manage relationships with educators and workshop hosts, schedule monthly member workshops, and create events within the platform.
• Calendar Management: Keep the community calendar up‑to‑date, supporting both online and in‑person experiences.
• Member Experience: Encourage participation, gather feedback, and iterate on programming to keep members engaged.

Customer Service Systems

• Platform Mastery: Operate Zendesk, Intercom, the Help Centre, and the Knowledge Base.
• Continuous Improvement: Ensure resources are easily discoverable, accurate, and up‑to‑date.
• Automation: Build and refine automation for repetitive tasks, freeing the team to focus on high‑value interactions.

Process Improvement & AI

• Issue Identification: Spot recurring customer and community issues and propose solutions.
• Workflow Optimization: Streamline internal processes to reduce resolution time.
• AI Exploration: Evaluate and implement AI‑assisted support, chatbots, and self‑service capabilities.
• Knowledge Automation: Enhance knowledge base automation and chatbot scripts for faster, more accurate responses.

Sensitive Situations

• Privacy & Discretion: Handle personal information, sensitive member situations, and reports of inappropriate behaviour with empathy and professionalism.
• Escalation: Know when to involve internal teams or external authorities, ensuring safety and compliance.
• Judgement: Apply sound judgement in conflict resolution and safeguarding scenarios.

Event Support

• Peak Demand: Provide support during major launches, events, and cruises.
• Flexible Hours: Work extended hours, evenings, and weekends as needed, with time‑off in lieu.
• Live Assistance: Offer real‑time help during live events, ensuring a seamless experience for all participants.

Qualifications & Experience

Required Experience

• Proven track record in customer service and community management.
• Experience with CRM systems and ticketing platforms.
• Strong organisational skills and the ability to juggle multiple priorities.
• Excellent written communication and a confident, professional tone.
• Comfortable handling sensitive situations with discretion and empathy.

Highly Desirable

• Hands‑on experience with Zendesk, Intercom, and knowledge‑base tools.
• Background in community moderation and online safety.
• Experience in membership‑based businesses or events.
• Familiarity with digital products, apps, and AI‑driven support.

Desired Skills & Competencies

• Strategic thinking with a customer‑centric mindset.
• Data‑driven decision making and analytical insight.
• Strong problem‑solving and conflict‑resolution abilities.
• Adaptability to a fast‑paced, evolving environment.
• Team collaboration and cross‑functional communication.
• Leadership potential to mentor community advocates and hosts.

Career Growth & Learning Opportunities

At brighthush, your growth is as dynamic as our journeys. You’ll have access to:

• Mentorship from founders and senior leaders.
• Professional development courses in customer experience, community strategy, and AI tools.
• Opportunities to lead cross‑functional projects and shape product roadmaps.
• Potential transition to a senior leadership role within the Customer Experience or Community teams.

Work Environment & Culture

brighthush thrives on a culture of collaboration, curiosity, and “Eggs Benedict”—the ethos that every team member steps in wherever needed to deliver outstanding experiences. Our remote, flexible work model empowers you to balance life and work while staying connected to a global community of explorers. We celebrate diversity, encourage continuous learning, and reward initiative.

Compensation & Benefits

We offer a competitive package that reflects your experience and the value you bring:

• Salary: £30,000 – £34,000 per annum (dependent on experience).
• Annual leave: 25 days plus bank holidays.
• Company‑sponsored pension plan.
• Private health and dental insurance.
• Remote working setup and flexible hours.
• Initial freelance engagement with a transition to PAYE.
• Eligibility for the staff share‑option scheme after 12 months.

How to Apply

Ready to shape the future of customer experience and community at brighthush? Click the link below to submit your application and join a team that values innovation, empathy, and the relentless pursuit of excellence.