Senior Customer Experience Specialist – AI‑Powered Support & Knowledge Base Champion – Driving Continuous Improvement, Customer Success Excellence, and Innovation in Wellness Technology at brighthush

About brighthush

brighthush is more than a software platform; it is a movement that is redefining how fitness studios, wellness entrepreneurs, and health‑centric businesses operate. By delivering a single, all‑in‑one solution that unifies scheduling, payments, marketing, community building, and analytics, we empower our partners to focus on what they do best: creating transformative experiences for their clients. Our bold mission is simple yet ambitious—make wellness accessible to everyone, everywhere.

With a rapidly expanding community of thousands of studio owners and a product suite that continually evolves, brighthush sits at the forefront of a category‑defining shift in the wellness tech space. We are a fast‑growing, Series‑A funded company that thrives on innovation, data‑driven decision making, and a culture that values curiosity, ownership, and collaboration. If you are passionate about building world‑class partner support experiences and want to shape the future of customer success in a high‑impact, fast‑paced environment, brighthush is the place for you.

Why brighthush is the Future of Wellness Tech

In an industry where technology is unlocking new possibilities for health and well‑being, brighthush is the bridge that connects people to the tools they need to thrive. Our platform integrates scheduling, payments, marketing, community building, and analytics into a single, intuitive experience. This holistic approach means that every studio owner can focus on creating transformative experiences for their clients while we handle the operational backbone.

Our commitment to continuous innovation is reflected in our investment in AI, automation, and data analytics. By leveraging these technologies, we help our partners reduce friction, increase revenue, and deliver personalized experiences at scale. The result? A healthier, happier community of wellness professionals and their clients.

Your Impact as a Senior Customer Experience Specialist

As the Senior Customer Experience Specialist (SME) at brighthush, you will be the linchpin of our Customer Experience team. You’ll serve as the real‑time resource for a group of 10–15 frontline CX representatives, ensuring that every customer query is resolved efficiently and that the same question never needs to be asked twice. Your influence will extend beyond day‑to‑day support: you’ll identify patterns, close knowledge gaps, and drive continuous improvement across the entire support ecosystem.

Success in this role is measured by the reduction of repeat questions and the speed at which teammates are unblocked, not by the volume of answers you provide. You’ll spend roughly half your week on the live customer queue, working the same tools and product surface as your teammates, while the remainder of your time is dedicated to coaching, pattern analysis, and knowledge base enhancement.

Key Responsibilities

• Frontline Queue Coverage – Handle live customer interactions up to 50% of your workweek, prioritizing complex, ambiguous, or escalated tickets that require SME‑level judgment.
• Real‑Time Enablement – Act as the primary point of contact on Slack and Intercom for all frontline teammates’ in‑the‑moment questions, owning the response‑time SLA for unblocking the team.
• Pattern Recognition & Knowledge Gap Closure – Log every real‑time question by category and frequency, run weekly reviews of repeat questions and canceled tickets, and translate findings into actionable knowledge base updates.
• AI & Knowledge Enablement – Continuously improve the Copilot experience by identifying gaps, validating responses, and championing a Copilot‑first mindset across the frontline.
• Operational Excellence – Own metrics such as repeat question rate, ticket cancellation rate, Copilot adoption, and knowledge freshness, driving initiatives that reduce friction and improve customer satisfaction.
• Team Coaching & Mentorship – Provide on‑the‑spot coaching via Slack, Intercom, and virtual huddles, ensuring teammates have the resources and confidence to resolve tickets independently.
• Cross‑Functional Collaboration – Partner with product, engineering, and marketing teams to surface customer insights, influence roadmap decisions, and validate new features before release.
• Continuous Improvement Projects – Lead or participate in initiatives that streamline support processes, automate repetitive tasks, and enhance the overall customer journey.
• Documentation & Knowledge Management – Author, review, and maintain high‑quality knowledge base articles, macros, training notes, and internal documents that empower the team.
• Feedback Loop Creation – Capture qualitative feedback from customers and teammates to inform product enhancements and support strategy.

Essential Qualifications

• 3+ years of frontline customer support experience, preferably in a SaaS environment.
• Proven track record as an SME, escalation point, or peer coach on a support team.
• Deep product and process knowledge across a complex support surface, or a demonstrated ability to acquire such knowledge rapidly.
• Strong documentation skills: ability to author clear, concise knowledge base articles, macros, training notes, and internal documents.
• Ownership mindset: proactively identify and close gaps without waiting for direction.
• Sound judgment on complex, ambiguous, or escalated tickets, with a focus on root‑cause resolution.
• Experience improving an AI knowledge base or measuring documentation effectiveness.
• Comfort with tools such as Slack, Intercom, Linear, and Copilot.
• Excellent written and verbal communication skills in English.
• Ability to thrive in a fast‑moving, remote‑first environment.

Preferred Qualifications

• Background in fitness, wellness, or working with small‑business owners and studio operators.
• Experience with AI‑driven support tools and a passion for leveraging technology to enhance customer experience.
• Prior exposure to metrics‑driven support environments, with a history of driving KPI improvements.
• Knowledge of agile processes and familiarity with product road‑mapping.
• Experience with data visualization tools (e.g., Looker, Tableau) to present insights to stakeholders.
• Previous involvement in community building or user advocacy initiatives.

Skills & Competencies

• Exceptional written and verbal communication skills.
• Analytical mindset with the ability to identify patterns and root causes.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Customer‑centric attitude with a genuine desire to help users succeed.
• Adaptability and resilience in a fast‑moving, high‑growth environment.
• Team‑player mentality: thrives in collaborative settings and enjoys sharing knowledge.
• Proficiency in using knowledge management systems and AI assistants.
• Comfort with data‑driven decision making and continuous improvement methodologies.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As an SME, you’ll have the chance to:

• Lead cross‑functional initiatives that shape the future of our support platform.
• Mentor junior teammates and influence the development of the next generation of customer success leaders.
• Participate in product strategy sessions, providing frontline insights that drive product enhancements.
• Access continuous learning resources, including workshops, certifications, and industry conferences.
• Earn stock options and share in the company’s growth as we scale to new markets.
• Advance into senior leadership roles such as Customer Success Manager, Director of Customer Experience, or VP of Customer Success.
• Take on specialized projects in AI, data analytics, or process automation to broaden your skill set.

Work Environment & Culture at brighthush

We foster a culture that values:

• Ownership – Every team member is empowered to make decisions and drive impact.
• Collaboration – Cross‑functional teamwork is at the heart of everything we do.
• Transparency – Open communication and data‑driven decision making guide our actions.
• Innovation – We encourage experimentation and celebrate creative problem‑solving.
• Inclusivity – Diversity of thought, background, and experience fuels our success.

Our remote‑first model means you can work from anywhere in the United States, with flexible hours that accommodate your personal commitments. We provide the tools and support you need to stay connected, productive, and engaged with the brighthush community.

Compensation & Benefits

• Competitive Salary – $26.00 – $34.00 USD per hour for a standard 40‑hour week, with potential for additional compensated hours.
• Stock Options – Share in brighthush’s growth and success.
• Flexible PTO – Designed to give you the freedom to rest, recharge, and attend to personal needs while staying aligned with your team.
• Health & Wellness – Comprehensive medical, dental, and vision insurance plans.
• Fitness Class Reimbursement – We support your personal wellness journey with reimbursement for fitness classes.
• Parental Leave – Generous paid parental leave to support you and your family.
• Learning & Development – Access to courses, certifications, and industry events.
• Team Events – Virtual and in‑person gatherings that strengthen our community.
• Technology Stipend – Equipment and home‑office support to keep you productive.
• Well‑being Programs – Mindfulness sessions, mental health resources, and wellness challenges.

Why Join brighthush?

Joining brighthush means becoming part of a mission‑driven team that is transforming the wellness industry. You’ll have the opportunity to:

• Shape the customer experience for thousands of studio owners and wellness entrepreneurs.
• Drive tangible improvements in support efficiency and product quality.
• Work with cutting‑edge AI tools like Copilot to streamline knowledge delivery.
• Collaborate with product, engineering, and marketing teams to influence the direction of our platform.
• Grow your career in a culture that rewards ownership, innovation, and continuous learning.
• Be part of a community that celebrates diversity, inclusion, and the collective pursuit of excellence.
• Contribute to a product that empowers people to live healthier, happier lives.

How to Apply

If you’re excited about reducing repeat questions, coaching teammates, and building a world‑class knowledge base, we want to hear from you. Please submit your application through our careers portal and include a brief cover letter that highlights your experience with frontline support, AI knowledge bases, and any relevant wellness industry background.

brighthush is an Equal Opportunity Employer

brighthush is committed to diversity and inclusion. We encourage applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe that a diverse workforce fuels innovation and drives excellence.

Ready to make a lasting impact on the wellness industry? Apply today and join brighthush in building the future of fitness and wellness technology.