Senior Customer Experience Specialist – SME Lead for Hybrid Wellness Platform – Driving Customer Delight, AI Knowledge, and Continuous Improvement at brighthush

About brighthush

brighthush is more than a SaaS company – it’s a movement that reimagines how people experience health and wellness. Our next‑generation operating system empowers studios, trainers, and wellness entrepreneurs to scale their businesses, whether they host in‑person classes, virtual sessions, or a hybrid model. By unifying scheduling, payments, on‑demand video libraries, marketing automation, and fully branded mobile apps and websites into one seamless experience, we remove friction and let founders focus on what they do best: creating transformative wellness experiences.

With a mission to make wellness accessible to everyone, brighthush is on a rapid growth trajectory. We recently closed a $15 M Series A round and have built a vibrant community of founders who share our vision of democratizing health. Our culture is built on curiosity, collaboration, and a relentless focus on customer delight. If you thrive in a fast‑paced, high‑impact environment and love solving complex problems, you’ll fit right in.

Role Overview

As the Senior Customer Experience Specialist – SME Lead, you will be the backbone of our Customer Experience (CX) team. You’ll serve as the real‑time resource for a group of 10–15 frontline CX representatives, ensuring that every customer interaction is handled with expertise, empathy, and efficiency. Your primary mission is simple yet powerful: the same question should never need to be asked twice. You’ll spend a significant portion of your week on the live customer queue, working the same tools and product surface as your teammates, while also dedicating time to unblock teammates, identify patterns, and close knowledge gaps.

Key Responsibilities

• Frontline Queue Coverage
  • Handle live customer interactions up to 50% of your workweek, using the same product interface and support tools as the rest of the team.
  • Prioritize complex, ambiguous, or escalated tickets where SME judgment is most valuable.
  • Use queue time to capture edge‑case scenarios and feed them into weekly reviews.
• Real‑Time Frontline Enablement
  • Act as the primary point of contact on Slack and Intercom for all frontline teammates’ in‑the‑moment questions.
  • Own the response‑time SLA for unblocking the team.
  • Triage the shared internal support queue daily for routing and prioritization.
  • Escalate critical issues to the appropriate internal stakeholders.
• Pattern Recognition & Knowledge Gap Closure
  • Log every real‑time question by category and frequency, rather than simply answering it.
  • Run a weekly review of repeat questions and canceled tickets to identify root causes—bugs, knowledge gaps, or misfiled queries.
  • Publish or update at least one knowledge‑base article, macro, training note, or internal document per week based on that review.
  • Own the trend of repeat questions and canceled tickets, driving continuous improvement.
• AI & Knowledge Enablement
  • Continuously improve the Copilot AI by identifying gaps, validating responses, and partnering on knowledge updates.
  • Review unanswered and low‑confidence Copilot searches weekly, converting recurring gaps into documentation or training.
  • Champion a Copilot‑first mindset across the frontline team.

Success Metrics

We measure success by the impact you create, not the volume of answers you provide. Your performance will be evaluated on:

• Repeat question rate within 30 days.
• Linear ticket cancellation rate.
• Frontline Copilot adoption.
• Unanswered and low‑confidence Copilot searches.
• Average time to unblock frontline teammates.
• Knowledge freshness—critical KB updates published within 2 business days.

Essential Qualifications

• 3+ years of frontline customer experience or support experience, preferably in SaaS.
• Experience acting as an SME, escalation point, or peer coach on a support team.
• Hands‑on experience improving an AI knowledge base or measuring documentation effectiveness.
• Strong product and process knowledge across a complex support surface area, or a proven track record of mastering depth quickly.
• Comfort with writing and documenting—knowledge‑base articles, training materials, and internal documentation.
• An ownership mindset: you proactively close gaps rather than waiting to be asked.
• Sound judgment on complex, ambiguous, or escalated tickets.

Preferred Qualifications

• Background in fitness, wellness, or working with small‑business owners and studio operators.
• Experience with AI‑powered support tools such as Copilot, Zendesk AI, or similar.
• Knowledge of the wellness industry’s regulatory landscape (HIPAA, PCI, etc.).
• Previous experience in a high‑growth startup environment.

Skills & Competencies

• Exceptional communication skills—both written and verbal.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Proficiency with support platforms (Intercom, Zendesk, Freshdesk) and knowledge‑base systems.
• Comfortable with remote collaboration tools (Slack, Teams, Zoom).
• Adaptability to rapid change and a willingness to experiment.
• Empathy and a genuine passion for helping people achieve better health outcomes.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As the SME Lead, you will:

• Shape the customer experience strategy and influence product development roadmaps.
• Mentor a growing team of CX specialists, fostering a culture of continuous learning.
• Lead cross‑functional initiatives that span product, engineering, marketing, and sales.
• Participate in industry conferences, certifications, and internal knowledge‑sharing sessions.
• Explore potential leadership tracks in CX, product, or AI strategy.

Work Environment & Company Culture

brighthush is a community of innovators who believe that health should be a right, not a privilege. Our culture is defined by:

• Diversity, Equity & Inclusion – We celebrate different perspectives and encourage open dialogue.
• Collaboration & Transparency – Decision‑making is data‑driven and inclusive.
• Curiosity & Growth Mindset – We reward experimentation and learning from failure.
• Work‑Life Balance – Flexible PTO, remote work options, and a generous leave policy.
• Community Impact – Every interaction you handle helps a studio owner or wellness entrepreneur grow their business and improve people’s lives.

Compensation, Perks & Benefits

While the exact package will be tailored to your experience, you can expect:

• Competitive hourly rate of $26.00–$34.00 for a standard 40‑hour week, with potential for additional compensated hours.
• Stock options to share in the company’s success.
• Flexible PTO and a generous leave policy to support work‑life balance.
• Comprehensive medical, dental, and vision insurance.
• Fitness class reimbursement to keep you healthy and energized.
• Parental leave policy that supports new parents.
• Access to wellness resources, including mental health support and mindfulness programs.

When This Role Isn’t Right for You

We want to be transparent about the nature of this position:

• If you’re looking for a people‑management track with direct reports, 1:1s, or performance reviews, this role may not align with your career goals.
• If you need final decision‑making authority on refunds, credits, or churn‑risk resolution, those responsibilities lie elsewhere.
• If you prefer a slower pace or a more established, later‑stage environment, brighthush’s rapid growth may feel too intense.
• If documentation and writing feel like overhead rather than integral to the role, you may not thrive here.
• Weekend coverage is required; if that’s not feasible, we may not be the right fit.

Ready to Make a Difference?

If you’re driven by solving root‑cause problems, enjoy staying close to both the customer and the product, and want to be part of a mission‑driven team that’s reshaping the wellness industry, we’d love to hear from you. Join brighthush and help us create a world where wellness is accessible, scalable, and unforgettable.

Apply today and become a key player in building the future of health and wellness.