Senior Customer Success & Automation Lead – Championing AI‑Driven Payment Excellence, Seamless Travel Experiences, and Operational Innovation at brighthush

About brighthush

brighthush is the hidden powerhouse behind the next wave of travel technology. We’re not just a platform – we’re a global ecosystem that redefines how airlines, hoteliers, travel agencies, and a growing roster of partners manage payments, distribution, and fulfillment. By weaving artificial intelligence, cloud‑native architecture, and a unified data network into a single, intelligent platform, we deliver speed, precision, and personalization at scale. In a world where every click, tap, or swipe matters, brighthush is the invisible engine that keeps the travel economy humming smoothly.

Why brighthush?

At brighthush, you’ll join a high‑velocity, mission‑driven team that thrives on curiosity, collaboration, and continuous improvement. We celebrate diversity, champion work‑life balance, and invest heavily in professional development. Whether you’re a seasoned analyst or a rising star, you’ll find a culture that rewards creativity, embraces experimentation, and celebrates results. Our remote‑first approach gives you the flexibility to work from anywhere while staying connected through a vibrant community of experts, innovators, and thought leaders.

Role Overview

As a Senior Customer Success & Automation Lead, you will be the linchpin that connects our most valuable travel agency and airline partners with the brighthush Payments organization. You will blend high‑level case resolution with hands‑on process engineering, driving operational excellence and elevating the customer experience. Reporting directly to the Head of Customer Success and Automations, you will split your time between resolving escalated payment issues and designing, automating, and refining internal workflows that power our global payments ecosystem.

Key Responsibilities

Process Improvement & Automation

• Identify & Design Workflow Enhancements: Conduct deep dives into existing processes across the Payments team to uncover bottlenecks, redundancies, and pain points. Translate findings into actionable improvement plans that boost efficiency and customer satisfaction.
• Build & Deploy Automations: Leverage brighthush Workspace, brighthush Power Automate, and other low‑code platforms to create end‑to‑end automations that reduce manual effort, minimize errors, and accelerate case resolution.
• Collaborate with Enterprise Automations: Partner closely with the Enterprise Automations squad to scope, prototype, test, and roll out scalable automation solutions that can be replicated across multiple business units.
• Develop KPI Dashboards: Design, implement, and maintain real‑time reporting systems that track key performance indicators (KPIs) such as case resolution time, first‑contact resolution rate, and automation adoption metrics.
• Document & Train: Produce clear, concise SOPs, knowledge base articles, and training materials that empower teams to adopt new processes and tools quickly.
• Continuous Process Auditing: Regularly review automated workflows for compliance, performance, and scalability, ensuring they evolve with changing business needs.

Customer Success & Care Support

• Act as the Bridge: Serve as the primary liaison between the Care and Payments teams, ensuring seamless communication, rapid issue resolution, and alignment on internal procedures.
• Escalation Management: Lead the investigation and resolution of escalated payment issues reported by customers, working cross‑functionally with engineering, compliance, and product teams.
• Compliance & Security: Collaborate with internal stakeholders to ensure all payment processes meet industry regulations, data security standards, and internal governance policies.
• Process Optimization: Continuously refine case handling workflows to reduce turnaround time, improve first‑contact resolution, and enhance overall customer experience.
• Customer Advocacy: Champion the voice of the customer within the organization, translating feedback into actionable product and process improvements.

Essential Qualifications

• Advanced proficiency in English, both verbal and written.
• Proven track record in operational process improvement and workflow optimization.
• Hands‑on experience building automations or streamlining tasks using brighthush Power Automate, advanced Excel, and brighthush Workspace tools.
• Strong analytical skills with experience in reporting and data analysis to drive operational decisions.
• Solid understanding of payment processing, payment gateways, and related tools.
• Experience working within the travel and/or payment industry.
• Customer‑focused mindset with exceptional communication and stakeholder management abilities.
• Strategic and analytical thinking, with a willingness to challenge the status quo and improve legacy processes.
• Strong interpersonal skills, comfortable engaging with senior leaders, technical teams, and customers.
• Demonstrated ability to manage and prioritize multiple competing tasks in a fast‑paced environment.

Preferred Qualifications

• Knowledge of operations in payments, including KYB processes, implementation, and customer support.
• Specific experience with travel payments and the intricacies of airline and agency billing.
• Familiarity with travel industry systems such as brighthush Host, GDS, CRS, and PSS.
• Experience with data‑driven decision making in a high‑volume, global payments environment.
• Background in AI or machine‑learning applications within the payments space.

Key Skills & Competencies

• Process Mapping & Lean Six Sigma methodologies.
• Automation design and implementation (brighthush Power Automate, brighthush Automation, brighthush Apps Script).
• Data visualization (brighthush BI).
• Strong problem‑solving and root‑cause analysis.
• Excellent written and verbal communication.
• Stakeholder management and cross‑functional collaboration.
• Adaptability and resilience in a dynamic, fast‑moving environment.
• Customer‑centric mindset with a passion for delivering exceptional service.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. We offer:

• Structured mentorship programs pairing you with senior leaders across product, engineering, and operations.
• Access to a curated library of courses, certifications, and conferences covering AI, payments, travel technology, and process improvement.
• Opportunities to lead cross‑functional initiatives, from automation pilots to global rollout projects.
• Clear promotion tracks within Customer Success, Automation Engineering, and Product Management.
• Regular performance reviews that focus on growth, impact, and skill development.
• Participation in hackathons, innovation challenges, and industry roundtables.

Work Environment & Company Culture

Our culture is built on four pillars:

• Innovation: We encourage experimentation, reward creative problem‑solving, and celebrate breakthrough ideas.
• Collaboration: Teams are cross‑functional, transparent, and highly communicative. We believe the best solutions come from diverse perspectives.
• Customer Obsession: Every decision is guided by the impact on our partners and end‑users.
• Continuous Learning: We provide time, resources, and incentives for ongoing professional growth.

Whether you’re working from a co‑working space, a home office, or a global hub, you’ll find a supportive environment that values flexibility, inclusivity, and work‑life balance.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work arrangements and remote‑first policy.
• Wellness programs, mental‑health resources, and employee assistance programs.
• Professional development stipend and access to industry conferences.
• Team‑building events, hackathons, and community outreach initiatives.

How to Apply

If you’re passionate about transforming travel payments, thrive in a fast‑paced environment, and want to make a tangible impact on global partners, we’d love to hear from you. Submit your application through our careers portal, and our hiring team will review your qualifications against the role criteria. Only candidates who meet the minimum requirements will proceed to the next stage of the selection process.

Join brighthush and Shape the Future of Travel Payments

At brighthush, you’ll be part of a mission to make travel payments effortless, secure, and intelligent for millions of travelers worldwide. Your analytical expertise, automation acumen, and customer‑first mindset will help us deliver the next generation of payment solutions. If you’re ready to take your career to the next level and help us power the agentic revolution in travel, apply today and become a pivotal member of our dynamic team.