Senior Customer Experience Systems Operations Analyst – CX Platform Optimization, Data Analytics & AI‑Driven Support Excellence

About brighthush

brighthush is a leading global technology partner in the hospitality sector, empowering operators worldwide to deliver unforgettable guest experiences while driving operational excellence. With a portfolio of cutting‑edge SaaS solutions that streamline front‑of‑house and back‑of‑house workflows, brighthush is at the forefront of the industry’s digital transformation. Our mission is simple: help businesses run smarter, guests stay happier, and teams thrive in a data‑driven, customer‑centric culture.

As a rapidly expanding organization, brighthush values innovation, collaboration, and continuous learning. We believe that the best ideas come from diverse perspectives and that every team member has the opportunity to shape the future of hospitality technology. If you’re passionate about leveraging data to improve customer journeys, thrive in a fast‑paced environment, and want to make a tangible impact on millions of guests worldwide, brighthush is the place for you.

Position Overview

We’re looking for a highly motivated Customer Experience Systems Operations Analyst to join our remote team in the Philippines. In this role, you will be the linchpin between our CX platform stack and the data that drives our customer success strategy. You’ll own the configuration, maintenance, and optimization of our support and churn‑prediction tools, ensuring that every interaction is seamless, data‑rich, and actionable.

Key Responsibilities

• Platform Configuration & Optimization: Set up, customize, and maintain Zendesk, ChurnZero, and GuideCX to align with evolving business needs and customer workflows.
• Churn & Support Analytics: Own the end‑to‑end churn reporting pipeline, from data ingestion to dashboard delivery, enabling proactive retention strategies.
• Data Hygiene & Governance: Clean, validate, and enrich customer data across platforms, ensuring accuracy, consistency, and compliance with data protection regulations.
• AI & Automation Enablement: Deploy AI‑driven chatbots, recommendation engines, and predictive models to enhance support efficiency and customer satisfaction.
• Stakeholder Collaboration: Partner with Customer Success, Product, Engineering, and Marketing teams to translate business requirements into technical solutions.
• Continuous Improvement: Monitor platform performance, identify bottlenecks, and recommend enhancements that drive measurable improvements in CSAT, NPS, and churn rates.
• Documentation & Training: Produce clear, user‑friendly documentation and conduct training sessions for internal teams and external partners.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Business Analytics, or a related field.
• 3+ years of experience in customer experience operations, systems administration, or a similar role within a SaaS environment.
• Hands‑on expertise with Zendesk, ChurnZero, and GuideCX (or equivalent CX platforms).
• Proficiency in Power BI, Tableau, or similar data‑visualization tools, with a strong track record of building actionable dashboards.
• Solid data manipulation skills: SQL, Excel, and experience with ETL processes.
• Comfortable working within Australian business hours (10 am–6 pm AEST) while based in the Philippines.
• Excellent communication skills in English, both written and verbal.

Preferred Qualifications

• Experience with AI/ML tools such as Azure Cognitive Services, Google Cloud AI, or similar platforms.
• Knowledge of data governance frameworks and data privacy regulations (GDPR, CCPA).
• Background in hospitality or travel technology, with an understanding of guest lifecycle and operational workflows.
• Certifications in Zendesk, Power BI, or related technologies.
• Experience leading cross‑functional projects or managing vendor relationships.

Key Skills & Competencies

• Technical proficiency: Zendesk, ChurnZero, GuideCX, Power BI, Slack, SQL, Python (basic), and cloud services.
• Analytical mindset: Ability to translate complex data into clear insights and actionable recommendations.
• Problem‑solving: Strong troubleshooting skills and a proactive approach to identifying and resolving platform issues.
• Project management: Comfortable juggling multiple priorities, setting realistic timelines, and delivering high‑quality results.
• Collaboration: Comfortable working with remote teams across time zones and cultures.
• Adaptability: Thrives in a fast‑moving environment where priorities shift quickly.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. As a Customer Experience Systems Operations Analyst, you’ll have the chance to:

• Progress to senior roles such as Senior CX Analyst, CX Platform Lead, or Head of Customer Success Operations.
• Lead cross‑functional initiatives that shape product roadmaps and customer success strategies.
• Participate in mentorship programs, where you’ll both learn from seasoned leaders and guide junior analysts.
• Access a generous learning budget for certifications, conferences, and online courses.
• Engage in hackathons and innovation sprints that allow you to experiment with new technologies and ideas.

Work Environment & Company Culture

brighthush is built on a foundation of trust, transparency, and empowerment. Our remote-first culture means you can work from anywhere in the Philippines while staying connected through:

• Daily stand‑ups and weekly syncs via Slack and Zoom.
• Collaborative project management tools like Asana and Notion.
• Regular virtual coffee breaks and team‑building activities.
• A culture that celebrates wins, learns from failures, and encourages continuous improvement.

Compensation, Perks & Benefits

While the exact figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for mid‑level CX operations roles.
• Performance‑based bonuses tied to key metrics such as CSAT, NPS, and churn reduction.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Flexible working hours and a generous paid time off policy.
• Professional development stipend and access to industry conferences.
• Wellness programs such as gym memberships, meditation sessions, and mental health support.

Why brighthush?

At brighthush, you’ll be part of a mission‑driven team that is redefining hospitality technology. Your work will directly influence how millions of guests experience their stays, and you’ll have the autonomy to innovate, experiment, and drive real change. We value your expertise, encourage your growth, and reward your contributions with a culture that feels like family.

Ready to Join Us?

If you’re a data‑savvy, customer‑centric professional who thrives in a fast‑paced, remote environment, we want to hear from you. Bring your passion for CX, your technical acumen, and your drive to make a difference, and help us shape the future of hospitality technology.