Senior Customer Experience & Fulfillment Leader – AI‑First Support & Operations Strategist at brighthush

About brighthush

brighthush is a trailblazing direct‑to‑consumer powerhouse that transforms everyday essentials into unforgettable moments of delight. With a vibrant global community spanning North America, Europe, and Asia, we’ve earned a reputation for delivering premium products, lightning‑fast shipping, and a customer experience that feels personal, transparent, and effortless. Our meteoric growth is powered by relentless innovation, a culture of ownership, and a belief that every interaction is an opportunity to build lasting loyalty.

At brighthush, we’re not just selling products – we’re cultivating a community. Our mission is to make every customer feel seen, heard, and valued. To achieve that, we blend human empathy with AI‑powered automation, ensuring routine queries are resolved instantly while complex issues receive thoughtful, human‑centered attention.

Why This Role Matters

As the Senior Customer Experience & Fulfillment Leader, you will be the linchpin that connects our support, fulfillment, and operations teams. You’ll own the end‑to‑end post‑purchase journey, ensuring that every customer interaction—from the first email reply to the final return resolution—reflects brighthush’s brand promise. Your leadership will shape a culture of excellence, drive measurable improvements, and enable the company to scale without sacrificing quality.

Key Responsibilities

Customer Experience Operations

• Lead a distributed team of 13+ managers, team leads, and frontline reps across email, chat, and phone channels, handling roughly 20,000 interactions per month.
• Own and elevate core CX metrics: first human response time, CSAT, SLA adherence, QA scores, and escalation rates.
• Design and enforce operating rhythms—daily stand‑ups, weekly performance reviews, monthly strategy sessions—to keep the team aligned and accountable.
• Maintain a seven‑day support operation, ensuring consistent service levels across time zones.
• Act as the bridge between frontline staff and senior leadership, translating operational insights into strategic initiatives.

AI & Automation Strategy

• Champion the CX automation roadmap across tools such as Gorgias, Shopify, Yuma, and emerging AI platforms.
• Identify high‑volume, low‑complexity touchpoints for automation, and design self‑service flows that reduce human effort while preserving customer satisfaction.
• Build, test, and iterate AI workflows, measuring success through customer outcomes rather than automation volume alone.
• Establish guardrails for human intervention in sensitive or complex cases, ensuring compliance, legal safety, and emotional intelligence.
• Continuously evaluate new technologies, pilots, and partnerships that enable the team to handle growing volume without proportional headcount increases.

Fulfillment & Post‑Purchase Excellence

• Oversee the performance of internal warehouse operations and third‑party logistics (3PL) partners, monitoring SLAs, shipping delays, and exception rates.
• Hold partners accountable to agreed service levels, escalating recurring issues and driving root‑cause resolution.
• Collaborate with supply chain and warehouse teams to eliminate systemic failures that impact customer experience.
• Manage returns, refunds, reships, and service recovery processes, ensuring a seamless experience for customers and partners alike.
• Support wholesale and drop‑ship customer inquiries, maintaining consistent brand standards across all channels.

Performance & Reporting

• Develop and maintain a comprehensive reporting suite that tracks trends across response times, CSAT, SLA, automation adoption, contact volume, repeat contacts, refunds, and escalations.
• Diagnose performance shifts, uncover root causes, and translate insights into actionable improvement plans.
• Identify operational leaks—whether in process, technology, or partner performance—and champion cross‑functional initiatives to close them.
• Use data to determine where automation, coaching, process redesign, or partner accountability can deliver the greatest impact.

Essential Qualifications

• Proven experience leading high‑volume customer experience or support teams in a DTC/ecommerce environment.
• Deep understanding of physical‑product ecommerce logistics: shipping, returns, refunds, and fulfillment complexities.
• Strong analytical mindset: ability to build dashboards, identify patterns, diagnose root causes, and translate data into action.
• Hands‑on AI and automation experience—built, implemented, or refined workflows using AI, chatbots, or self‑service portals.
• Track record of managing against clear KPIs (CSAT, first response time, SLA, QA) and improving them without gaming the numbers.
• Operational judgment: know when to solve a customer issue immediately and when to fix the underlying system.
• Comfort with accountability: coach, develop, and make tough performance conversations when needed.
• Cross‑functional ownership: collaborate across support, fulfillment, supply chain, and external partners to solve customer‑impacting problems.
• Experience managing international, remote teams in a fast‑moving environment.

Preferred Qualifications

• Experience with Gorgias, Yuma, ShipHero, Recharge, or similar support and fulfillment platforms.
• Background in 3PL operations, returns management, or wholesale customer support.
• Previous role in launching or scaling phone and live‑chat support.
• Knowledge of AI‑first support frameworks and best practices.
• Experience with data‑driven coaching and performance management.

Skills & Competencies

• Strategic thinking with a data‑first mindset.
• Exceptional communication—both written and verbal—across all stakeholder levels.
• Leadership that inspires ownership, accountability, and continuous improvement.
• Adaptability: thrive in a messy, evolving environment and make decisions with imperfect information.
• Customer‑centric mindset: always put the customer at the center of every decision.
• Technical fluency: comfortable working with CRM, ERP, and AI platforms.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As Senior Customer Experience & Fulfillment Leader, you’ll:

• Lead cross‑functional initiatives that shape the future of our support and fulfillment strategy.
• Mentor and develop a high‑performing team, building the next generation of leaders.
• Collaborate with senior executives on product, marketing, and operations strategy.
• Participate in industry conferences, AI workshops, and leadership development programs.
• Own a portfolio of projects that directly influence revenue, customer retention, and brand perception.

Work Environment & Culture at brighthush

We’re a fully remote, distributed team that values flexibility, transparency, and a results‑oriented mindset. Our culture is built on:

• Ownership & autonomy: you’re trusted to build and execute strategy.
• Continuous learning: access to courses, certifications, and mentorship.
• Inclusivity & diversity: we celebrate different perspectives and backgrounds.
• Fun & collaboration: regular virtual team‑building events, hackathons, and informal check‑ins.
• Work‑life balance: flexible hours, paid time off, and quarterly “unplug” days.

Compensation & Benefits

We offer a competitive base salary that reflects your experience and impact. In addition:

• Fully remote work with a stipend for home office setup.
• Paid time off (PTO) plus flexible days and a quarterly “unplug” day.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) matching and equity opportunities.
• Professional development budget for courses, conferences, and certifications.
• Regular performance bonuses tied to team and company metrics.

How to Apply

If you’re a data‑driven, customer‑obsessed leader who thrives on building systems that scale, we’d love to hear from you. Please submit your resume and a brief cover letter that highlights:

• A specific project where you built, automated, or redesigned a process that had measurable impact.
• Quantifiable results—e.g., CSAT improvement, response time reduction, cost savings, or automation adoption.
• How you balanced automation with human touch to deliver exceptional customer experiences.

Ready to shape the future of customer experience at brighthush? Apply now and join a team that values ownership, innovation, and a relentless focus on the customer.