Senior Customer Success Operations Specialist – Data Integration, Tiered Support, and Process Optimization Lead for a Global Influencer Marketing SaaS Platform at brighthush

About brighthush

brighthush is a trailblazing global SaaS technology company that empowers marketers to unlock the full potential of influencer marketing. By delivering a data‑driven platform, we help brands—from industry giants in beauty and personal care to digitally native indie labels—optimize investments, streamline campaigns, and scale their programs with precision and insight. Our mission is simple: make influencer engagement smarter, faster, and more measurable for every customer.

We are a remote‑first organization that values flexibility, collaboration, and continuous learning. While our teams operate from home, we also host occasional in‑person gatherings in our vibrant hubs across San Francisco, New York, Boston, Paris, and London. At brighthush, we believe that the best ideas emerge when diverse perspectives meet, and we foster a culture built on trust, ownership, and mutual success.

Why Join brighthush?

• Impactful Work – Your role will sit at the heart of our customer experience, ensuring that every user receives fast, accurate support and that data flows seamlessly into their own systems.
• Growth Opportunities – We invest heavily in professional development, offering internal and external training, mentorship, and clear career pathways.
• Innovative Culture – From AI‑driven support tools to cross‑functional projects, you’ll be part of a team that constantly experiments and iterates.
• Competitive Compensation & Benefits – We offer a market‑aligned salary, comprehensive health coverage, flexible vacation, and a host of perks designed to support your well‑being and work‑life balance.

Key Responsibilities

As a Customer Success Operations Specialist at brighthush, you will be the linchpin between our customers and the technical teams that power our platform. Your day‑to‑day activities will include:

• Providing L1 support through our ticketing interface, resolving product and account queries with speed and clarity.
• Escalating and troubleshooting L2 issues, reproducing problems, diagnosing root causes, and collaborating with data or engineering partners to deliver solutions.
• Managing data integration projects from request to handover, ensuring that data exports, ingestion pipelines, and API connections are configured, tested, and documented.
• Assisting customers in interpreting their data, translating raw metrics into actionable insights for reporting, campaign optimization, and measurement.
• Leading onboarding and training sessions for new clients, covering account setup, platform navigation, and best practices.
• Collecting and analyzing recurring issues and customer feedback, then communicating patterns to product and Customer Success teams to influence roadmap decisions.
• Maintaining and expanding internal knowledge bases, macros, and support documentation to standardize responses and reduce resolution time.
• Partnering with Customer Success Managers on usage analytics, adoption reports, and ad‑hoc account projects.
• Collaborating with operations leadership to refine support workflows, improve service levels, and pilot AI tools that automate repetitive tasks.

Essential Qualifications

• 2–4 years of experience in SaaS customer support, technical support, or client services, with exposure to tiered (L1/L2) support environments.
• Strong analytical mindset and comfort working with data daily—spreadsheets, pivot tables, and data validation are second nature.
• Experience or a keen appetite for learning data integration concepts, including ETL processes, API‑based exports, and data ingestion pipelines.
• Familiarity with SQL or data warehouses such as BigQuery is a plus.
• Proficiency with support tools (e.g., Intercom, Zendesk) and reporting platforms (e.g., Tableau, Power BI, DOMO) is desirable.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non‑technical stakeholders across multiple geographies.
• Strong troubleshooting instincts, meticulous attention to detail, and a patient, methodical approach to problem resolution.
• Exceptional organizational skills, able to juggle multiple concurrent requests and seek guidance when priorities clash.
• Bachelor’s degree or equivalent practical experience.

Preferred Qualifications

• Hands‑on experience with API documentation and data export tools.
• Background in data analytics or a related field.
• Experience working in a fast‑paced, high‑growth SaaS environment.
• Knowledge of AI or machine‑learning concepts applied to customer support.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Technical fluency: comfortable navigating dashboards, querying databases, and troubleshooting integration errors.
• Project management: ability to plan, execute, and close integration projects on time.
• Collaboration: thrives in cross‑functional teams, bridging gaps between engineering, product, and customer success.
• Adaptability: quick learner who embraces change and continuously seeks improvement.
• Communication: clear, concise, and empathetic in both written and verbal interactions.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional growth should be as dynamic as the industry we serve. As a Customer Success Operations Specialist, you will:

• Progress into senior support or operations roles, such as Lead Support Engineer or Customer Success Operations Manager.
• Transition into product or data engineering positions, leveraging your deep understanding of platform workflows.
• Participate in cross‑departmental initiatives, gaining exposure to product development, data science, and sales.
• Access a curated learning library, including courses on SQL, data visualization, and AI fundamentals.
• Attend industry conferences and webinars to stay ahead of emerging trends in SaaS support and influencer marketing.

Work Environment & Culture

brighthush champions a culture of trust, diversity, value, ownership, and mutual success. We encourage:

• Transparent communication across all levels.
• Inclusive decision‑making that welcomes diverse perspectives.
• Ownership of projects, with a focus on delivering tangible value to customers.
• Collaborative problem‑solving, where every team member’s voice matters.
• Work‑life balance, supported by flexible schedules and a generous vacation policy.

Compensation & Benefits

We offer a competitive salary range that reflects your experience and the market, along with a comprehensive benefits package designed to support your health, well‑being, and professional growth:

• Competitive base salary with performance‑based bonuses.
• Full‑coverage health, dental, and vision insurance for you and your dependents.
• Life and disability insurance, plus a 401(k) plan with company match.
• Generous paid time off, including flexible vacation, sick days, and a flexible holiday schedule.
• Paid parental leave for new parents and caregivers.
• Home‑office stipend and access to coworking subscriptions for collaborative spaces.
• Continuous learning stipend and access to a curated library of courses, certifications, and conference tickets.
• Regular team‑building events, both virtual and in‑person, to foster connection and camaraderie.

Ready to Make an Impact?

If you are a proactive, data‑savvy professional who thrives in a fast‑paced, customer‑centric environment, we want to hear from you. Join brighthush and help shape the future of influencer marketing by ensuring our customers receive world‑class support, seamless data integration, and actionable insights that drive real business results.

Apply Today and become part of a team that values innovation, ownership, and continuous improvement. We look forward to welcoming you to brighthush!