Remote Position
Senior Customer Experience Lead – AI‑Powered Support & Fulfillment Excellence, Championing Post‑Purchase Journeys & Scaling CX Operations at brighthush
🌍 Remote · United States
💼 Full-time
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Welcome to brighthush – Where Everyday Essentials Meet Extraordinary Service
At brighthush, we’re not just selling household staples; we’re redefining the entire customer experience from the first click to the final delivery. Our mission is to fuse cutting‑edge AI, automation, and human empathy into a seamless, scalable journey that turns every purchase into a memorable interaction. 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.