Senior Customer Experience Process Engineer – Fluent Mandarin – Global Support Excellence Lead – Architecting Intelligent, Data‑Driven Customer Journeys & Process Innovation at brighthush

About brighthush

brighthush is a trailblazing customer experience platform that fuses cutting‑edge artificial intelligence with human‑centric design to deliver support that feels personal, efficient, and unforgettable. Operating in more than 30 countries, we partner with Fortune 500 leaders, mid‑market innovators, and ambitious startups to transform the way brands connect with their customers. Our mission is simple yet ambitious: to make every support interaction a seamless, data‑driven, delight‑creating experience that turns ordinary conversations into lasting brand loyalty.

Why brighthush is the Place to Grow Your Career

• Impact at Scale – Your work will shape the experience of millions of customers worldwide, influencing product strategy and brand perception.
• Innovation‑First Culture – We invest heavily in emerging technologies and encourage experimentation at every level, from prototype to production.
• Clear Career Pathways – Structured promotion tracks and cross‑functional projects accelerate your professional growth from specialist to director.
• Diverse & Inclusive Community – We celebrate different perspectives and backgrounds, fostering a collaborative environment where every voice matters.
• Global Collaboration – Work with teammates across continents and learn from a truly international perspective.
• Continuous Learning – Access to industry conferences, webinars, and internal certification programs keeps you ahead of the curve.

Role Overview

As a Senior Customer Experience Process Engineer, you will be the linchpin that connects frontline agents, product teams, and executive leadership. Your primary mission is to design, document, and continuously refine the processes that underpin our support operations, ensuring every interaction is efficient, compliant, and aligned with brighthush’s brand voice. You will own the full lifecycle of ticket handling, performance monitoring, and knowledge management, and you will be a catalyst for change, a data storyteller, and a trusted advisor to stakeholders across the organization.

Key Responsibilities

Process Design & Documentation

• Develop, review, and maintain standard operating procedures (SOPs), macros, FAQs, and training playbooks that reflect the latest regulatory and brand standards.
• Collaborate with knowledge‑management teams to keep content up‑to‑date, searchable, and easily accessible to agents.
• Implement version control and governance frameworks to maintain process integrity across multiple regions and languages.
• Translate complex business requirements into clear, actionable process maps and flowcharts.

Ticket Lifecycle Management

• Own the end‑to‑end journey of customer inquiries across all channels, ensuring seamless handoffs and consistent quality.
• Resolve high‑priority tickets, identify recurring pain points, and propose actionable improvements that reduce resolution time.
• Drive initiatives that increase first‑contact resolution (FCR) rates and improve overall customer satisfaction.
• Coordinate with engineering to deploy process automation and workflow enhancements that streamline agent workflows.

Performance Analytics & Reporting

• Track key metrics (CSAT, NPS, FCR, average handle time, agent utilization) on a daily, weekly, and monthly basis.
• Translate raw data into insights, highlight gaps, and recommend data‑backed solutions that drive continuous improvement.
• Present findings to leadership and influence strategic decisions that shape the future of support.
• Develop dashboards and reporting tools that empower teams to act on real‑time data and monitor progress against KPIs.

Root‑Cause Investigation & Continuous Improvement

• Conduct deep dives into case data, perform trend analysis, and lead root‑cause investigations that uncover systemic issues.
• Deliver comprehensive reports that outline findings, recommended actions, and expected impact.
• Champion a culture of data‑driven problem solving across the support ecosystem.
• Collaborate with cross‑functional teams to implement corrective actions and monitor their effectiveness.

Cross‑Functional Collaboration & Product Advocacy

• Partner with Product, Engineering, Marketing, and Sales to design and execute CS‑related process enhancements.
• Act as the bridge between customer insights and product evolution, ensuring new features address real pain points.
• Facilitate joint workshops to align cross‑departmental goals and prioritize initiatives.
• Represent the support perspective in product roadmap discussions and feature reviews.

Change Management & Training

• Develop engaging training materials (quizzes, workshops, best‑practice guides) that resonate with agents at all skill levels.
• Facilitate workshops to keep agents up‑to‑date on new processes, tools, and best practices.
• Measure training effectiveness through assessments and feedback loops, iterating content accordingly.
• Champion a continuous learning mindset across the support organization, encouraging agents to share knowledge.

Ad‑hoc Leadership & Crisis Management

• Respond swiftly to emerging issues, coordinate crisis communications, and ensure timely resolution.
• Manage urgent tasks that arise across the support ecosystem, acting as a point of escalation for complex customer cases.
• Lead cross‑functional task forces during high‑impact projects, ensuring alignment and timely delivery.
• Document lessons learned and best practices for future reference.

Industry Vigilance & Thought Leadership

• Stay ahead of customer support trends, emerging technologies, and best practices.
• Bring fresh ideas to brighthush to keep our operations future‑ready.
• Represent the company at industry events, conferences, and webinars.
• Maintain a network of thought leaders and vendors to benchmark innovation and identify partnership opportunities.

Meeting Facilitation & Governance

• Organize cross‑functional meetings, prepare agendas, capture action items, and follow up on deliverables.
• Maintain documentation and knowledge repositories for ongoing projects.
• Facilitate retrospectives to capture continuous improvement insights and drive accountability.
• Ensure governance processes are followed, and compliance standards are met across all regions.

Essential Qualifications

• Bilingual Proficiency – Native or near‑native fluency in Mandarin and professional fluency in English.
• Technical Savvy – Advanced skills in office productivity tools, spreadsheets, and cloud‑based collaboration suites.
• CS Operations Experience – Minimum 2–3 years in a customer service or support operations role, with a proven track record of SOP development and process optimization.
• Ticketing System Expertise – Hands‑on experience with modern ticketing systems (e.g., brighthush, brighthush, brighthush) and internal communication tools.
• Analytical Mindset – Strong data analysis skills, ability to translate metrics into actionable insights.
• Communication & Collaboration – Excellent written and verbal communication; comfortable working cross‑functionally and influencing stakeholders at all levels.
• Adaptability & Resilience – Open to flexible working hours, eager to tackle new challenges, and thrive in a fast‑changing environment.

Preferred Qualifications

• Process Improvement Methodologies – Experience with Lean, Six Sigma, or similar frameworks.
• Project Management – Ability to lead small projects, manage timelines, and deliver results under tight deadlines.
• Multilingual Skills – Additional language proficiency is a plus, especially in languages relevant to our global customer base.
• Product Management Exposure – Understanding of product roadmaps and how CS feedback informs feature development.
• Experience in SaaS or FinTech – Familiarity with subscription billing, API integrations, or financial services enhances your fit.

Core Competencies & Skills

• Process Design & Documentation
• Root Cause Analysis
• Data Visualization & Reporting
• Stakeholder Management
• Change Management
• Customer‑Centric Mindset
• Time Management & Prioritization
• Continuous Learning & Curiosity
• Agile & Scrum Methodologies
• Technical Writing & Knowledge Management

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our support ecosystem. We invest heavily in professional development through:

• Mentorship programs pairing you with senior leaders in CS, Product, and Engineering.
• Access to industry conferences, webinars, and workshops.
• Internal certification tracks in process improvement, data analytics, and customer experience design.
• Clear promotion pathways from Specialist to Lead, Manager, and Director roles.
• Cross‑departmental projects that broaden your skill set and visibility.
• Opportunities to lead global initiatives and represent brighthush at industry events.

Work Environment & Culture at brighthush

• Remote‑first flexibility with optional on‑site hubs in major cities.
• Inclusive culture that celebrates diversity of thought and background.
• Regular “Innovation Fridays” where teams prototype new ideas and experiment with emerging tech.
• Open‑door leadership and transparent communication channels.
• Wellness programs, mental‑health resources, and flexible time‑off policies.
• Team‑building retreats, hackathons, and community service initiatives.

Compensation & Perks

While specific figures vary by location and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards.
• Performance‑based bonuses tied to CS KPIs and project outcomes.
• Equity or stock‑option plans for eligible employees.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Generous paid time off, parental leave, and sabbatical options.
• Continuous learning stipend and conference reimbursement.
• Flexible work hours, remote work options, and a modern, ergonomic home‑office stipend.

How to Apply

Ready to shape the future of customer experience? Click the link below to submit your application and join the brighthush family.

Apply for this job

Closing Statement

At brighthush, we believe that every customer interaction is an opportunity to create lasting value. If you’re passionate about process excellence, data‑driven decision making, and building a support ecosystem that feels effortless and intelligent, we want to hear from you. Join us and help us turn every touchpoint into a brand‑loving experience.