Senior Customer Experience Automation Lead – AI‑Powered Inbox & Knowledge Base Engineering for Global EdTech Growth & Customer Support Transformation

About brighthush

brighthush is a forward‑thinking EdTech organization that empowers millions of students and families worldwide through innovative learning solutions. With a rapidly expanding portfolio of digital courses, community platforms, and personalized learning pathways, we are on a mission to make high‑quality education accessible, engaging, and scalable. Our culture is built on curiosity, data‑driven decision making, and a relentless focus on delivering exceptional customer experiences.

Why This Role Matters

Every day, our support teams handle thousands of inquiries across email, web forms, tickets, and soon, voice channels. While our human agents are dedicated and skilled, the sheer volume of routine questions creates bottlenecks and slows down response times. The Customer Experience Automation Lead will design, build, and own the AI‑powered automation layer that frees our agents to focus on high‑impact, complex interactions. This role is pivotal in scaling our customer support operations, improving satisfaction scores, and driving operational efficiency.

Role Overview

As the automation architect for brighthush’s customer support ecosystem, you will:

• Design and implement an AI‑driven automation framework that handles routine queries across six distinct inboxes (Sales, Student Experience, Service, Billing, Program Consulting, Academic Operations).
• Build and maintain a comprehensive knowledge base that powers AI responses, ensuring accuracy, tone consistency, and rapid evolution.
• Evaluate, select, and integrate tooling—whether it’s brighthush CRM, brighthush Service Hub, brighthush Breeze, or any other platform that delivers the best balance of speed, reliability, and cost.
• Define and track key performance metrics (deflection rate, AI resolution rate, cost per interaction, average response time) and continuously iterate to improve them.
• Collaborate with cross‑functional teams to align automation strategies with business goals, and optionally lead a small team of support specialists to ensure seamless handoffs between AI and humans.

Key Responsibilities

Automation Architecture & Implementation

• Map out the full lifecycle of customer inquiries, identifying high‑volume, low‑complexity patterns suitable for automation.
• Configure AI agents, chatbots, and routing logic within the brighthush ecosystem, ensuring smooth integration with existing workflows.
• Develop and maintain automated routing rules that decide when an inquiry should be handled by AI, escalated to a human, or forwarded to a specialized team.
• Prototype and test automation scenarios using real inbox data, iterating quickly to refine accuracy and performance.

Knowledge Base Engineering

• Create structured, searchable content that feeds AI agents, including decision frameworks, edge‑case handling, and escalation protocols.
• Implement content governance processes to keep the knowledge base up‑to‑date, accurate, and aligned with brand voice.
• Leverage AI to surface hidden patterns in historical tickets, extracting common answers and tone cues to enrich the knowledge base.

Tooling & Integration

• Own the selection and configuration of automation tools—brighthush CRM, brighthush Service Hub, brighthush Breeze, and any complementary platforms that fit our needs.
• Build cross‑system workflows using brighthush, brighthush, and other automation platforms, ensuring data consistency and minimal friction.
• Evaluate new technologies and propose pilots that could enhance automation effectiveness or reduce maintenance overhead.

Metrics & Continuous Improvement

• Design dashboards that provide real‑time visibility into key metrics such as deflection rate, AI resolution rate, cost per interaction, and average response time.
• Conduct weekly reviews of performance data, identify bottlenecks, and implement corrective actions.
• Work with analytics teams to refine AI models, improve natural language understanding, and reduce error rates.

Team Collaboration & Leadership (Optional)

• Coordinate with support agents to gather feedback on AI performance and identify areas for improvement.
• Mentor junior automation engineers or support staff on best practices for AI integration.
• If desired, lead a small team of support specialists to manage the human side of the automation stack.

Essential Qualifications

• Demonstrated experience building and shipping AI‑driven customer support automation—at least one full project from ideation to production.
• Hands‑on proficiency with brighthush CRM, brighthush Service Hub, and brighthush Breeze (or equivalent platforms).
• Strong understanding of natural language processing fundamentals and chatbot design principles.
• Proficiency in scripting and workflow automation using brighthush, brighthush, or similar tools.
• Excellent written communication skills—capable of authoring clear, concise knowledge base articles and AI response scripts.
• Data‑driven mindset: comfortable working with metrics, dashboards, and A/B testing to validate improvements.

Preferred Qualifications

• Experience in the EdTech sector or with student‑facing support operations.
• Background in voice/telephony automation (e.g., integration with brighthush or other voice platforms).
• Familiarity with brighthush, brighthush, or other low‑code automation platforms such as brighthush, brighthush, or brighthush.
• Previous exposure to multi‑channel support environments, including email, web forms, tickets, and voice.

Skills & Competencies

• Strategic thinker who can translate repetitive patterns into scalable automation solutions.
• Resourceful operator who can quickly learn new tools and apply them to solve complex problems.
• Hands‑on developer who writes code, configures workflows, and tests AI responses in real time.
• Strong collaborator who can work with cross‑functional teams, from product to engineering to customer success.
• Clear communicator who can articulate technical concepts to non‑technical stakeholders.

Career Growth & Learning Opportunities

At brighthush, you will have the chance to shape the future of customer experience at a global scale. As the automation lead, you will:

• Own a high‑visibility project that directly impacts millions of users.
• Build expertise in AI, natural language processing, and large‑scale automation—skills that are in high demand across industries.
• Collaborate with senior leaders and product teams, gaining exposure to strategic decision making.
• Lead or mentor a growing team of support specialists and automation engineers.
• Participate in continuous learning programs, including workshops, certifications, and industry conferences.

Work Environment & Culture

brighthush embraces a fully remote, flexible work model that allows you to work from anywhere in India. We value:

• Autonomy: You set your own pace and work within the guardrails we establish together.
• Data‑driven decision making: Every initiative is backed by metrics and evidence.
• Embracing complexity: We thrive on turning messy, evolving environments into streamlined, efficient systems.
• Continuous improvement: We celebrate quick wins and iterative progress.

Compensation & Benefits

We offer competitive senior‑level technical compensation, with flexibility for full‑time or contract arrangements. Benefits include:

• Performance‑based bonuses tied to automation impact metrics.
• Health and wellness stipend.
• Professional development budget for courses, certifications, and conferences.
• Equity options for long‑term contributors.
• Generous paid time off and flexible working hours.

Application Process

Ready to transform how brighthush supports its community? Submit your application through our career portal. We’ll review your experience, schedule a technical interview focused on real‑world automation challenges, and discuss how you can drive impact from day one.

Join brighthush Today

If you’re passionate about building AI‑powered solutions that scale, thrive in a fast‑moving environment, and want to make a tangible difference for millions of learners, we want to hear from you. Apply now and help us shape the future of customer experience at brighthush.