Senior Customer Experience Architect & Global Support Team Lead – AI‑Powered Operations, Strategic Leadership, Innovation & Growth at brighthush

About brighthush – The Future of Digital Asset Ownership

brighthush is not just a crypto wallet; it is the cornerstone of a new era in digital finance. With a vibrant community of over 200 million users and support for more than 10 million tokens across 100+ blockchains, we are redefining how people acquire, safeguard, and grow digital assets. Our mission is simple yet powerful: empower every user to own, grow, and explore digital assets with confidence, safety, and ease. If you are passionate about shaping the next generation of finance and want to lead a world‑class customer support organization, this is the role for you.

Why This Role Matters

In the fast‑moving world of decentralized finance, the customer experience is the single most critical differentiator. Every transaction, every support interaction, and every piece of feedback can either build trust or erode confidence. As the Senior Customer Experience Architect & Global Support Team Lead, you will be the architect of that experience, steering a globally distributed team, refining processes, and pioneering AI‑enabled solutions that elevate every user interaction. Your leadership will directly influence user satisfaction, retention, and the overall perception of brighthush as the most trusted crypto wallet.

Industry Landscape & Your Impact

The Web3 ecosystem is evolving at breakneck speed. New protocols, tokens, and regulatory frameworks emerge daily, creating both opportunities and challenges for users. In this dynamic environment, a robust, responsive, and empathetic support system is essential. Your role will be to translate complex technical realities into clear, actionable, and reassuring communication for millions of users worldwide. By doing so, you will help cement brighthush’s reputation as the go‑to platform for secure, user‑friendly digital asset management.

What You’ll Do

In this role, you will blend strategic vision with hands‑on execution to create a support organization that is both scalable and deeply human. Your day‑to‑day responsibilities will span people management, process design, data analytics, and cross‑functional collaboration.

Key Responsibilities

• Global Team Leadership & Development – Recruit, coach, and mentor a high‑performing support squad spanning multiple time zones. Foster a culture of ownership, collaboration, and continuous learning, ensuring every team member feels empowered to innovate.
• Operational Excellence – Own day‑to‑day support operations across both human and AI channels. Guarantee timely, high‑quality resolution of user issues while maintaining strict adherence to SLAs and quality standards.
• Escalation Management – Handle complex or escalated cases, especially technical product incidents. Partner with engineering to deliver swift fixes and communicate transparently with affected users.
• Process & Knowledge Engineering – Design scalable support workflows, knowledge bases, and self‑service tools. Keep guidance accurate, up‑to‑date, and accessible for both AI and human agents.
• Cross‑Functional Collaboration – Work hand‑in‑hand with product, engineering, operations, and marketing to surface user feedback, resolve systemic issues, and drive product improvements.
• Performance Analytics & Reporting – Define, track, and report on key metrics (SLA, CSAT, resolution time, backlog, cost per resolved issue, AI safety checks). Use data to inform strategy, resource planning, and continuous improvement.
• AI Support Enhancement – Review AI conversations, identify gaps, and translate findings into knowledge updates, workflow changes, evaluation cases, and prioritized product or engineering requirements.
• Escalation Policy Design – Establish human escalation guidelines for high‑risk cases, repeated failures, and explicit user requests for human support. Train the team to manage handoffs effectively.
• AI Platform Partnership – Collaborate with the AI Platform team on acceptance criteria, rollout readiness, and post‑launch monitoring. Use customer outcomes and safety checks to guide expansion.
• Strategic Vision & Execution – Shape the long‑term strategy for a modern, scalable, tech‑enabled customer support organization that aligns with brighthush’s growth goals. Balance visionary thinking with hands‑on execution.
• Innovation Champion – Identify emerging technologies (e.g., advanced NLP, sentiment analysis, automated ticket routing) that can further enhance support efficiency and quality. Pilot and scale successful initiatives.
• Stakeholder Advocacy – Represent the voice of the user in executive meetings, ensuring that support insights inform product roadmaps, compliance strategies, and marketing narratives.

Essential Qualifications

• Proven experience leading and managing customer support or service teams in a fast‑paced, technology‑driven environment.
• Strong technical troubleshooting skills: ability to reproduce issues, interpret logs and API data, use blockchain explorers, and provide actionable evidence to engineering.
• Deep understanding of wallet transactions, network fees, and common security concerns, with sound judgment on sensitive information and escalation protocols.
• Track record of designing or improving support operations, workflows, and service quality metrics.
• Hands‑on experience operating or enhancing AI‑powered customer support in production, with measurable outcomes (e.g., reduced resolution time, improved CSAT).
• Practical knowledge of AI support limitations, knowledge retrieval, conversation evaluation, and human handoff, and the ability to translate failures into actionable improvements.
• Strategic thinker who can also dive into execution, balancing vision with day‑to‑day operational demands.
• Excellent communication, stakeholder management, and problem‑solving skills.
• Comfortable working in a global, cross‑functional, and rapidly evolving environment.
• Experience in crypto, Web3, fintech, or technology‑driven companies is a strong plus.

Preferred Qualifications

• Background supporting consumer‑facing digital products.
• Familiarity with support platforms, CRM systems, help centers, chatbot tools, and AI support tooling.
• Understanding of wallets, blockchain, crypto, or Web3 user issues.
• Experience building or scaling support teams in a global setting.
• Proficiency in support analytics, SQL, low‑code automation, or lightweight scripting to investigate issues and improve workflows.
• Experience with agile methodologies and continuous improvement frameworks (Lean, Six Sigma).
• Knowledge of regulatory compliance in the crypto space (KYC, AML, GDPR).

Skills & Competencies

• Leadership & Team Building
• Technical Problem Solving
• Process Design & Continuous Improvement
• Data‑Driven Decision Making
• AI & Automation Strategy
• Stakeholder Management
• Communication & Influence
• Adaptability & Resilience
• Customer‑Centric Mindset
• Strategic Planning & Execution
• Change Management
• Project Management

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the crypto landscape. As Senior Customer Experience Architect & Global Support Team Lead, you will:

• Lead cross‑functional initiatives that shape product strategy and user experience.
• Own a portfolio of AI and human support projects, positioning you as a key influencer in the organization.
• Access mentorship from senior leaders in product, engineering, and AI.
• Participate in industry conferences, hackathons, and Web3 events to stay ahead of emerging trends.
• Benefit from a culture that rewards experimentation, learning, and innovation.
• Advance into senior leadership roles such as Director of Customer Experience or VP of Support.
• Contribute to thought leadership pieces, whitepapers, and community webinars.
• Earn certifications in AI, data analytics, or project management through our learning budget.
• Lead global workshops and training sessions that elevate the entire support ecosystem.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to empowering users. Highlights include:

• Fully remote, global teams with flexible working hours.
• Flat organizational structure that encourages open dialogue and rapid decision‑making.
• Inclusive environment that celebrates diverse perspectives and backgrounds.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Access to cutting‑edge tools and technologies that enable you to innovate and grow.
• Dedicated time for personal development, including learning budgets and mentorship programs.
• Community‑first mindset: we actively contribute to open‑source projects and industry standards.
• Monthly “Ask Me Anything” sessions with founders and product leaders.
• Annual global summit where all employees gather to share wins, challenges, and future vision.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for senior support leadership roles.
• Performance‑based bonuses tied to team metrics and product impact.
• Equity or token allocation to align your success with the company’s growth.
• Comprehensive health, dental, and vision insurance (where applicable).
• Generous paid time off, parental leave, and flexible vacation policies.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including mental health resources and virtual fitness classes.
• Access to a global network of peers, mentors, and industry experts.
• Annual stipend for home office upgrades and high‑speed internet.
• Employee referral bonuses and recognition programs.

Why Join brighthush?

By joining brighthush, you’ll be part of a pioneering ecosystem that is redefining finance for the next generation. You’ll:

• Help shape the future of digital asset ownership and security.
• Work alongside world‑class talent across product, engineering, and AI.
• Drive tangible impact on millions of users worldwide.
• Enjoy a culture that values learning, experimentation, and personal growth.
• Benefit from a fully remote setup that supports work‑life balance.
• Be part of a mission‑driven team that believes in decentralization and financial freedom.
• Contribute to open‑source initiatives and industry standards.
• Receive recognition for your contributions through quarterly awards and spot bonuses.

Ready to Make an Impact?

If you’re a passionate, results‑driven leader ready to elevate customer support to new heights, we want to hear from you. Apply today and help us build the world’s most trusted and secure crypto wallet, empowering a decentralized future for everyone.

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply now to join brighthush and be part of the future of finance.