Senior Customer Experience Engineer & Onboarding Lead – EMEA Remote – AI‑Powered B2B SaaS Support & Early‑Stage Success Champion at brighthush – Driving Customer Success & AI‑Enhanced Support

About brighthush

brighthush is more than a SaaS platform – it’s a movement that empowers businesses to forecast, plan, and grow with confidence. Leveraging cutting‑edge AI, our planning engine transforms raw data into actionable insights, enabling teams from nimble startups to Fortune‑500 enterprises to make smarter decisions faster than ever before. We operate as a fully remote, asynchronous‑first organization that prizes flexibility, transparency, and a culture where every voice matters. Our brighthush Handbook is publicly available, so you can see exactly how we work, the perks we offer, and the values that guide us every day.

Why brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that is redefining the future of customer experience in the AI‑powered SaaS space. We believe that the best support is a blend of intelligent automation and human empathy. That means you’ll have the chance to shape Fin, our AI assistant, while also building lasting relationships with customers who rely on our platform to drive their business forward.

Role Overview

This is a permanent, full‑time position that can be based anywhere in Europe (or a time zone that comfortably covers an 8 am–6 pm CET window). As a Senior Customer Experience Engineer & Onboarding Lead, you will wear two complementary hats:

• Customer Support Engineer – handle complex, asynchronous inquiries that Fin cannot resolve, and continuously improve Fin’s performance.
• Onboarding Champion – guide new EMEA customers through their first weeks with brighthush, ensuring they extract real value quickly and set the stage for long‑term success.

Think of yourself as the bridge between a sophisticated AI‑driven support system and the human touch that turns first‑time users into enthusiastic advocates.

Key Responsibilities

Day‑to‑Day Support (First 3‑6 Months)

• Own a 4‑5 hour daily block in brighthush, responding to high‑complexity tickets from EMEA customers that Fin could not resolve.
• Diagnose issues methodically using brighthush, internal knowledge bases, and product logs, providing clear, step‑by‑step resolutions.
• Audit Fin‑handled conversations, identify gaps, and feed actionable insights back to the AI training pipeline.
• Write, edit, and publish help‑center articles that reflect emerging patterns and recurring questions.
• Collaborate asynchronously with teammates across the globe, using brighthush, Slack, and Notion to keep projects moving without unnecessary meetings.

Strategic Projects (After Initial Ramp‑Up)

• Proactive Onboarding Support: Conduct live onboarding calls with new EMEA customers, walk them through setup, and ensure they achieve their first “wow” moment within weeks.
• Customer Advocacy & Churn Prevention: Flag early churn signals, surface recurring friction points, and communicate product gaps to the Product and Lifecycle Marketing teams.
• Onboarding Specialization: Take increasing ownership of the SMB and self‑serve onboarding experience, designing playbooks, templates, and success metrics tailored to the EMEA market.
• AI Improvement Initiative: Partner with the AI engineering squad to refine Fin’s response library, leveraging real‑world data to make the bot smarter and more empathetic.

Key Deliverables

• Reduce average resolution time for high‑complexity tickets by 20% within the first year.
• Publish at least 12 new help‑center articles per quarter, addressing the most common pain points.
• Achieve a Net Promoter Score (NPS) of 70+ for onboarding journeys in the EMEA region.
• Contribute to Fin’s training data set with a minimum of 200 high‑quality, annotated conversation snippets per month.
• Develop and maintain a comprehensive onboarding playbook that is used by all support agents across EMEA.

Essential Qualifications

• B2B SaaS Support Experience: Minimum 2 years handling complex, asynchronous support conversations independently, with a focus on customer outcomes rather than ticket closure.
• Exceptional Written Communication: Ability to craft clear, warm, and brand‑aligned messages; proven track record of using the customer’s name and personalizing responses.
• Independent Troubleshooting Skills: Comfortable navigating product logs, API documentation, and third‑party integrations (e.g., Zapier, Integromat) to resolve issues without hand‑holding.
• Technical Confidence: Familiarity with REST APIs, webhook concepts, and common integration platforms; Tier‑2 escalations should be rare.
• AI Fluency: Regular user of AI tools (e.g., ChatGPT, Copilot) with concrete examples of how you’ve leveraged them to increase efficiency.
• Judgment in Ambiguity: Proven ability to decide when to resolve, when to elevate, and when to advocate on a customer’s behalf.
• Foundations in Customer Onboarding: Experience guiding customers through product adoption, with a desire to deepen this expertise.
• Systems Thinking: Ability to spot patterns across tickets and proactively suggest improvements to documentation or product features.
• Remote‑Work Savvy: Prior experience thriving in an asynchronous, fully remote environment; proficient with brighthush, Slack, Notion, and other collaboration tools.

Preferred Qualifications (Nice‑to‑Have)

• Experience with brighthush or similar conversational support platforms.
• Background in SaaS onboarding or Customer Success roles.
• Familiarity with data‑visualization or forecasting tools.
• Fluency in multiple European languages (e.g., German, French, Spanish).
• Track record of contributing to AI training data sets or chatbot improvement projects.

Core Skills & Competencies

• Empathy & Customer‑Centric Mindset: You genuinely care about helping customers succeed, not just solving tickets.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose scalable solutions.
• Time Management: Skillful at balancing daily support load with longer‑term project work.
• Collaboration: Comfortable sharing knowledge, giving constructive feedback, and celebrating team wins.
• Continuous Learning: Eagerness to stay up‑to‑date with SaaS trends, AI advancements, and best practices in remote work.

Career Growth & Learning Opportunities

At brighthush we view every role as a launchpad for future leadership. As you master the support queue and onboarding playbooks, you will have clear pathways to:

• Specialize further as an Onboarding Manager for the EMEA region.
• Transition into Customer Success Management, owning the full customer lifecycle.
• Lead AI‑Assisted Support Initiatives, shaping the next generation of Fin’s capabilities.
• Participate in cross‑functional product squads, influencing roadmap decisions based on real‑world customer insights.

We invest heavily in professional development: you’ll receive a yearly learning stipend, access to industry conferences (virtual or in‑person), and mentorship from senior leaders who have built successful remote teams.

Work Environment & Culture at brighthush

Asynchronous First: Meetings are the exception, not the rule. We trust you to manage your own schedule and deliver results.

Diversity & Inclusion: We actively seek talent from under‑represented groups. If you don’t meet every single requirement but feel you can add value, we encourage you to apply.

Transparency: Our brighthush Handbook is public, detailing everything from salary bands to decision‑making processes.

Global Community: You’ll collaborate with teammates across North America, APAC, and EMEA, gaining exposure to varied perspectives and market nuances.

Well‑Being: Unlimited PTO, mental‑health days, and a wellness allowance are standard. We also host virtual coffee chats, game nights, and quarterly “team‑in‑person” retreats (optional).

Compensation, Perks & Benefits

• Competitive base salary of $82,656 USD per year (Level 2), aligned with market benchmarks.
• Performance‑based bonuses tied to customer satisfaction and onboarding success metrics.
• Comprehensive health, dental, and vision coverage for you (and dependents, where applicable).
• Retirement savings plan with company matching.
• Annual learning & development budget.
• Home‑office stipend for ergonomic equipment.
• Generous parental leave and family‑friendly policies.
• Access to premium SaaS tools (e.g., brighthush, Slack, Notion) for personal and professional projects.

How to Apply

If you are excited about shaping the future of customer support and onboarding for a fast‑growing SaaS leader, we want to hear from you. Click the link below to submit your application, include a brief cover letter that highlights your most relevant experiences, and feel free to showcase any AI‑driven workflows you’ve built.

Apply To This Job

Closing Thoughts

Joining brighthush means becoming part of a purpose‑driven, transparent, and globally distributed family that values autonomy, continuous improvement, and genuine human connection. Your expertise will directly influence how thousands of EMEA customers experience our product, turning first‑time users into lifelong partners. Take the next step in your career—apply today and help us write the next chapter of customer‑centric innovation.