Senior Customer Operations Associate – Remote, Full‑Time – Champion Client Experience Excellence, Data‑Driven Support, and Sustainable Growth at brighthush

About brighthush

brighthush is more than a tech‑driven customer experience company – we are a movement that reimagines how brands connect, communicate, and care for their customers. Founded on the belief that every interaction should feel personal, proactive, and genuinely helpful, we fuse cutting‑edge technology with a culture of empathy, collaboration, and continuous learning. Our mission is simple yet ambitious: to empower brands to deliver world‑class support that turns first‑time buyers into lifelong advocates.

From the moment a customer clicks “Help” to the final resolution, we are there, guiding them with data‑backed insights, human warmth, and a relentless focus on outcomes. Whether you are a seasoned professional looking to scale your impact or a recent graduate eager to jumpstart a career in customer success, brighthush offers a dynamic, inclusive environment where your voice matters and your contributions are measurable.

With a fully remote, U.S.‑first approach, we give you the freedom to work from anywhere while maintaining a strong sense of community through weekly virtual coffee chats, monthly town‑hall meetings, and a robust internal communication platform. Our data‑centric mindset ensures that every decision is informed by real metrics, and every team member has the tools and support to thrive.

Why Join brighthush?

• Remote Flexibility: Work from any U.S. location with a schedule that fits your life.
• Competitive Compensation: Earn a market‑competitive base salary plus quarterly performance bonuses.
• Health & Wellness: Comprehensive medical, dental, vision, and mental‑health coverage for you and your family.
• Rapid Growth: Fast‑track your career with mentorship, training, and clear promotion paths.
• Inclusive Culture: A diverse, supportive community that celebrates individuality and teamwork.
• Impactful Work: Your daily contributions directly shape the customer experience and drive business success.
• Professional Development: Unlimited access to courses, certifications, and industry conferences.
• Equity & Ownership: Employee stock purchase plan (ESPP) to share in brighthush’s success.
• Well‑Being Support: Unlimited paid time off, flexible sick leave, and a wellness stipend for fitness, meditation, or hobby pursuits.
• Technology‑First Environment: Work with the latest AI‑powered support tools, data analytics platforms, and automation engines.

Key Responsibilities

As a Senior Customer Operations Associate, you will be the frontline champion of our clients, blending problem‑solving, data stewardship, and cross‑functional collaboration to ensure every customer interaction is seamless and memorable. Your role will evolve as you grow, but core responsibilities include:

• Deliver Exceptional Support: Provide high‑quality assistance via phone, email, and live chat, maintaining professionalism and empathy at all times.
• Resolve Issues Promptly: Use a structured approach to troubleshoot and provide effective solutions, ensuring a swift resolution path for every inquiry.
• Maintain Data Integrity: Accurately document every interaction in our CRM, ensuring data quality, audit readiness, and actionable insights.
• Cross‑Functional Collaboration: Partner with product, engineering, and sales teams to communicate customer feedback, drive product improvements, and align on strategic initiatives.
• Analyze Support Metrics: Track KPIs such as response time, resolution rate, CSAT, and NPS; identify trends, recommend process enhancements, and present findings to leadership.
• Leverage Technology: Master our suite of tools—including the brighthush customer support platform, engagement platform, and internal communication hub—to manage workload efficiently and stay connected with teammates.
• Continuous Learning: Participate in training sessions, webinars, and knowledge‑sharing workshops to stay ahead of industry best practices and emerging technologies.
• Brand Ambassadorship: Embody brighthush’s values of integrity, curiosity, and customer‑centricity in every interaction, both internally and externally.
• Process Improvement: Identify bottlenecks in support workflows, propose automation solutions, and pilot new processes to increase efficiency.
• Mentorship & Coaching: Guide junior associates, share best practices, and help build a high‑performing support team.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 1–2 years of customer service or support experience, preferably in a remote setting.
• Strong written and verbal communication skills in English; additional languages are a plus.
• Proficiency with customer‑support platforms (e.g., brighthush’s support and engagement platforms) and collaboration tools (brighthush’s internal communication platform).
• Excellent problem‑solving skills and the ability to think critically under pressure.
• Self‑motivated, organized, and capable of managing multiple priorities in a fast‑paced environment.
• Demonstrated commitment to continuous learning and professional development.
• Experience with data‑driven decision making and basic analytics (e.g., Excel, Google Sheets).
• Comfortable with asynchronous communication and remote collaboration best practices.

Preferred Qualifications

• Experience in the SaaS or tech industry, especially with subscription‑based products.
• Knowledge of data analytics tools (brighthush’s data visualization platform) for reporting and trend analysis.
• Experience with workflow automation (brighthush’s automation platform) to streamline support processes.
• Background in quality assurance or process improvement initiatives.
• Previous exposure to remote team dynamics and virtual collaboration best practices.
• Familiarity with agile methodologies, sprint planning, and retrospectives.
• Experience with AI‑powered chatbots or self‑service knowledge bases.

Core Skills & Competencies

• Customer‑First Mindset: Passion for solving problems and delighting customers.
• Technical Aptitude: Quick learner of new software and digital tools.
• Analytical Thinking: Ability to interpret data and translate insights into action.
• Communication: Clear, concise, and empathetic communication across channels.
• Collaboration: Comfortable working cross‑functionally with product, engineering, and sales.
• Adaptability: Thrive in a dynamic, evolving environment with shifting priorities.
• Time Management: Prioritize tasks effectively to meet SLA targets.
• Leadership Potential: Ability to mentor peers and influence process improvements.
• Continuous Improvement: Proactive in identifying inefficiencies and championing change.

Career Growth & Learning Opportunities

At brighthush, professional growth is a shared journey. As a Senior Customer Operations Associate, you’ll have access to:

• Mentorship programs pairing you with senior leaders in customer success and product.
• Structured learning paths covering advanced support techniques, data analytics, and product knowledge.
• Opportunities to transition into specialized roles such as Customer Success Manager, Support Engineer, or Product Analyst.
• Annual performance reviews that align your goals with the company’s strategic objectives.
• Access to industry conferences, webinars, and certifications at no cost.
• Regular “innovation labs” where you can propose and pilot new ideas that improve the customer journey.
• Cross‑functional project assignments that broaden your skill set and expose you to new business areas.
• Leadership development workshops focused on coaching, conflict resolution, and strategic thinking.

Work Environment & Culture

brighthush is built on the principles of transparency, respect, and innovation. Our remote‑first culture means you’ll enjoy:

• Fully equipped home‑office stipend to create a productive workspace.
• Weekly virtual coffee chats and monthly town‑hall meetings to stay connected.
• Inclusive policies that celebrate diversity and foster belonging.
• Flexible work hours that accommodate different time zones and personal commitments.
• Regular team‑building events, both virtual and in‑person, to strengthen camaraderie.
• Open‑door communication channels where ideas and feedback flow freely.
• Asynchronous collaboration tools (Slack, Teams, Miro, Confluence) that enable seamless teamwork across time zones.
• Robust onboarding program that immerses new hires in brighthush culture, processes, and technology.
• Employee resource groups that support underrepresented communities and promote inclusive leadership.

Technology & Tools

As a Senior Customer Operations Associate, you will work with a modern tech stack designed to empower you to deliver world‑class support:

• brighthush Support Platform – a unified ticketing system with AI‑powered routing and knowledge Apply for this job