Remote Position
Senior Customer Experience Lead – AI‑Driven Support & Fulfillment Excellence, Championing Post‑Purchase Journeys & Scaling CX Operations at brighthush – Remote, Full‑Time Leadership Opportunity
🌍 Remote · United States
💼 Full-time
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Welcome to brighthush – Where Everyday Essentials Meet Extraordinary Service
At brighthush, we’re redefining what it means to shop for household staples. Every click, every delivery, and every interaction is an opportunity to surprise and delight our customers. Our mission is simple yet ambitious: fuse cutting‑edge AI, automation, and human empathy into a seamless, scalable journey that turns every purchase into a memorable experience. As we expand our footprint across the United States, we’re looking for a visionary Senior Customer Experience Lead to orchestrate the post‑purchase journey and elevate our support and fulfillment operations to new heights.
Why brighthush is the Place to Build Your Legacy
- Impact at Scale – Shape the experience of over 20,000 customer interactions each month and influence the entire post‑purchase lifecycle.
- Remote‑First Culture – Work from anywhere in the U.S. with a flexible schedule that respects your work‑life balance.
- Innovation‑Driven – Lead the integration of cutting‑edge AI and automation tools to streamline support while preserving human empathy for complex cases.
- Career Growth – Accelerate your career with mentorship, leadership development programs, and the opportunity to move into senior operations or product roles.
- Competitive Compensation – Base salary, equity, comprehensive health benefits, paid time off, and continuous learning stipends.
Key Responsibilities – Your Mission, Should You Choose to Accept It
As the linchpin of our customer experience function, you will:
- Lead a global, remote team of 13+ managers, team leads, and frontline representatives across email, chat, and phone channels, ensuring a seamless 7‑day operation.
- Own performance metrics such as first human response time, CSAT, SLA adherence, and quality assurance, driving continuous improvement.
- Design and maintain operating rhythms—weekly reporting, coaching sessions, escalation protocols, and performance reviews—to keep the team aligned and accountable.
- Direct the customer experience automation strategy using brighthush tools, identifying repetitive contacts for automation, self‑service, or escalation.
- Build, test, and refine AI workflows, establishing guardrails for situations that require human judgment (legal, emotional, or complex issues).
- Evaluate and implement new tools and workflows that support volume growth without proportional headcount increases.
- Oversee the performance of internal warehouse and third‑party logistics partners, monitoring fulfillment SLAs, shipping delays, order exceptions, mis‑picks, damages, and lost shipments.
- Hold fulfillment partners accountable to agreed service standards and lead root‑cause analysis for recurring operational issues.
- Collaborate with supply chain, warehouse, and operations teams to resolve customer‑facing failures and improve overall service quality.
- Manage returns, refunds, reships, and service recovery processes, including wholesale and drop‑ship inquiries.
- Develop comprehensive reporting dashboards that track response times, CSAT, SLAs, automation adoption, contact volume, repeat contacts, refunds, reships, and escalations.
- Translate operational data into actionable plans—process improvements, automation updates, coaching initiatives, and partner accountability measures.
Essential Qualifications – What You Must Bring
- Proven experience in direct‑to‑consumer or e‑commerce environments handling physical products, shipping, returns, refunds, fulfillment issues, and high‑volume customer support.
- Strong analytical skills: ability to build independent reporting, identify patterns, diagnose root causes, and convert data into operational actions.
- Hands‑on experience building, implementing, or optimizing AI or automation workflows.
- Track record of managing team performance against KPIs such as CSAT, first response time, SLA, QA, and productivity.
- Operational judgment to balance immediate issue resolution with long‑term systemic fixes.
- Demonstrated coaching, staff development, and accountability management.
- Cross‑functional ownership across support, fulfillment, warehouse, and operations disciplines.
- Excellent written and verbal communication skills for frontline teams, leadership, external partners, and customers.
- Dedicated remote workspace with reliable internet and a backup contingency plan.
- Availability to work Monday‑Friday, 8:00 AM‑5:00 PM EST.
Preferred Qualifications – Bonus Points for You
- Leadership experience with a customer support or CX team of 5–10+ people, ideally through managers or team leads.
- Experience managing international remote teams.
- Background in high‑volume DTC or e‑commerce operations with significant order volume and operational complexity.
- Familiarity with brighthush platforms for e‑commerce, customer support, and AI automation.
- Experience with brighthush warehouse management systems and third‑party logistics partners.
- Experience managing returns operations and launching or scaling phone and live‑chat support channels.
- Experience supporting wholesale or retail customer operations.
- Track record of holding internal teams or external partners accountable to service standards.
Skills & Competencies for Success
- Strategic Vision – Ability to see the big picture and translate it into actionable plans that scale.
- Data‑Driven Decision Making – Comfort with metrics, dashboards, and turning insights into tangible improvements.
- AI & Automation Fluency – Passion for leveraging technology to enhance customer experience while preserving human touch.
- Leadership & Coaching – Proven ability to inspire, develop, and hold a high‑performing remote team accountable.
- Cross‑Functional Collaboration – Skilled at partnering with supply chain, warehouse, and operations to solve complex problems.
- Customer‑Centric Mindset – Deep empathy for customers and a relentless drive to exceed their expectations.
- Adaptability – Thrive in a fast‑moving, evolving environment where priorities shift quickly.
Career Growth & Learning Opportunities
At brighthush, we believe in investing in our people. As Senior Customer Experience Lead, you will:
- Participate in leadership development programs that prepare you for senior operations or product roles.
- Lead cross‑functional projects that influence product design, logistics strategy, and customer journey mapping.
- Access a learning stipend for courses, certifications, and conferences in CX, AI, and operations.
- Mentorship from senior leaders who have built world‑class customer experience functions.
- Opportunity to shape the future of our AI‑first support platform and be recognized as a thought leader within the organization.
Work Environment & Culture at brighthush
Our culture is built on transparency, collaboration, and a shared commitment to customer delight. You’ll find:
- A remote‑first environment that values flexibility and results over hours.
- Weekly virtual town halls where leadership shares company updates and celebrates wins.
- Monthly “innovation sprints” that encourage teams to experiment with new tools and ideas.
- A culture of psychological safety where every voice is heard and ideas are tested.
- Regular team‑building activities, from virtual coffee chats to quarterly in‑person retreats.
Compensation & Benefits
We offer a competitive total rewards package designed to attract top talent and support your well‑being:
- Competitive base salary commensurate with experience.
- Equity participation to share in brighthush’s growth.
- Comprehensive health, dental, and vision insurance.
- Paid time off, including vacation, sick leave, and personal days.
- Professional development stipend for courses, certifications, and conferences.
- Flexible work schedule and remote work infrastructure support.
- Employee wellness programs and mental health resources.
Ready to Make a Difference?
If you’re a strategic thinker with a passion for customer experience, AI, and operational excellence, we want to hear from you. Join brighthush and help us create a world‑class post‑purchase journey that delights customers and drives sustainable growth.