Senior Customer Experience Specialist – eCommerce & AI Automation Champion – Remote Night Shift (PST) – Shape the Future at brighthush

About brighthush

brighthush is not just another eCommerce platform – it’s a movement that reimagines how shoppers and brands connect. By marrying state‑of‑the‑art artificial intelligence with a human‑centric approach, we deliver experiences that feel personal, efficient, and delightfully intuitive. Our global community of designers, engineers, and customer advocates work together to create seamless journeys that keep customers coming back. Whether you’re a seasoned professional or an emerging talent, brighthush offers a culture that celebrates curiosity, collaboration, and continuous learning.

Why brighthush is the Right Place for You

• Innovation at Scale: You’ll be at the forefront of AI integration, shaping how millions of shoppers interact with our brand every day.
• Remote‑First Flexibility: Work from anywhere in the world. Our remote-first model gives you the freedom to balance life and work while staying connected to a vibrant global team.
• Clear Career Pathways: From specialist to lead, we provide mentorship, structured learning, and real opportunities to grow into leadership roles.
• Diverse & Inclusive Culture: Diversity, equity, and inclusion are woven into every aspect of our organization, ensuring every voice is heard and valued.
• Competitive Compensation & Benefits: We offer a market‑aligned salary, performance bonuses, and a comprehensive benefits package that supports your well‑being.

Role Overview

As a Senior Customer Experience Specialist – eCommerce & AI Automation Champion, you will be the frontline advocate for our online shoppers. Your day will blend traditional support duties with strategic initiatives to automate and streamline customer touchpoints. You’ll work the night shift (9 PM – 4 AM PST), providing critical coverage during peak international hours and ensuring that every interaction reflects brighthush’s commitment to excellence.

Day‑in‑the‑Life

• Start the shift by reviewing overnight ticket volume and prioritizing high‑impact issues.
• Engage with customers via email, live chat, and phone, maintaining a high first‑contact resolution rate.
• Collaborate with cross‑functional teams to resolve escalations, ensuring a smooth handoff and timely resolution.
• Analyze ticket trends, identify patterns, and propose process improvements to reduce future support load.
• Work closely with the AI & Automation team to test new chatbot scripts and refine knowledge base articles.
• Track key performance indicators (KPIs) such as average handling time, CSAT, and ticket volume, and share insights with leadership.
• Wrap up the shift by documenting lessons learned and preparing a brief for the next team.

Key Responsibilities

• Respond promptly to customer inquiries via email, live chat, and phone, maintaining a high first‑contact resolution rate.
• Assist with order processing, shipping updates, returns, and product information, ensuring accuracy and customer satisfaction.
• Manage shipments using ShipStation, including tracking, label generation, and exception handling.
• Troubleshoot delivery issues, order errors, and payment disputes, collaborating with cross‑functional teams to resolve escalations.
• Process refunds, replacements, and updates in accordance with company policies and legal requirements.
• Monitor and respond to product reviews, turning feedback into actionable insights for product and service improvement.
• Document and analyze recurring support tickets to identify patterns and opportunities for process improvement.
• Collaborate with the AI & Automation team to design, test, and refine chatbot scripts and knowledge base articles.
• Train and fine‑tune AI responses to align with brighthush’s brand voice and tone.
• Track key performance indicators (KPIs) such as average handling time, customer satisfaction scores, and ticket volume, proposing data‑driven enhancements.
• Participate in regular cross‑departmental meetings to share insights, propose new automation ideas, and stay aligned with business goals.

AI & Automation – A Core Focus

In this role, you’ll be at the intersection of customer service and technology. Your responsibilities will include:

• Identifying repetitive customer queries and mapping them to potential AI solutions.
• Collaborating with the AI team to develop and deploy chatbots that handle FAQs such as order status, shipping, and returns.
• Creating and refining response templates, ensuring consistency, clarity, and brand alignment.
• Monitoring AI performance metrics, gathering user feedback, and iterating on scripts to reduce support volume.
• Staying current on industry trends in AI, automation, and customer experience, and recommending best practices to the team.

Essential Qualifications

• 1–3 years of eCommerce customer service experience, preferably in a high‑volume, international environment.
• Proficiency with ShipStation or similar shipping management platforms.
• Strong written and verbal communication skills, with a knack for clear, empathetic messaging.
• Comfortable handling both high‑volume email support and live phone conversations.
• Demonstrated interest or experience in AI tools, automation, or process improvement initiatives.
• Ability to work independently, prioritize tasks, and meet deadlines in a remote setting.
• Basic understanding of data analysis tools (Excel, Google Sheets) to track and report on support metrics.

Preferred Qualifications

• Experience with AI chat platforms such as Intercom, Zendesk, or Drift.
• Knowledge of customer experience frameworks (CX, NPS, CSAT).
• Familiarity with eCommerce platforms like Shopify, Magento, or BigCommerce.
• Experience in a remote‑first organization, with proven self‑management skills.
• Multilingual capabilities, especially in languages spoken in South Asia.

Skills & Competencies

• Artificial Intelligence & Automation: Ability to conceptualize and implement AI solutions that enhance customer interactions.
• Communication: Exceptional listening, writing, and speaking skills that convey empathy and clarity.
• Customer Experience: Deep understanding of what drives customer satisfaction and loyalty.
• Problem‑Solving: Analytical mindset to diagnose issues quickly and propose effective solutions.
• Process Improvement: Proactive approach to identifying bottlenecks and streamlining workflows.
• Technical Proficiency: Comfortable navigating CRM systems, knowledge bases, and shipping platforms.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Specialist, you’ll have the chance to:

• Progress to a Lead or Managerial role within the Customer Experience team.
• Lead AI and automation projects, influencing the direction of our support strategy.
• Participate in cross‑functional initiatives, such as product development, marketing, and logistics.
• Access continuous learning resources, including online courses, certifications, and industry conferences.
• Receive mentorship from senior leaders who are passionate about career development.

Work Environment & Culture

brighthush’s remote culture is built on trust, transparency, and collaboration. We provide:

• Flexible work hours (within the night shift window) to accommodate personal commitments.
• Regular virtual team huddles, town halls, and social events to foster connection.
• A culture of psychological safety where ideas are welcomed and feedback is constructive.
• Tools and technology that enable seamless communication and productivity.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance for you and your dependents.
• Paid time off, including vacation, sick leave, and personal days.
• Retirement savings plan with company match.
• Professional development stipend and access to eLearning platforms.
• Employee wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to elevate your career and help shape the future of customer experience? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re excited to learn how your skills and passion align with our mission.

Join brighthush Today

Be part of a forward‑thinking team that values innovation, empathy, and excellence. As a Senior Customer Experience Specialist – eCommerce & AI Automation Champion, you’ll not only solve problems but also drive the next wave of customer engagement. Apply now and let’s create extraordinary experiences together.