Senior Customer Success Operations Specialist – Data Integration & Tiered Support Lead – Championing Process Excellence, Customer Experience, and Data‑Driven Insights for a Global Influencer Marketing SaaS Platform at brighthush

About brighthush – Where Data Meets Influence

At brighthush, we’re not just building a platform; we’re redefining how brands discover, engage, and measure the impact of influencer partnerships. By marrying advanced data science with a cloud‑native SaaS architecture, we empower marketers—from global beauty conglomerates to nimble indie startups—to unlock the full potential of every collaboration. Our reach spans key markets worldwide, and our remote‑first culture champions flexibility, collaboration, and continuous learning. If you’re ready to make a tangible impact on the future of marketing, brighthush is the place for you.

Why brighthush Is the Ideal Next Step in Your Career

• Impact at Scale – Your work will directly influence how thousands of brands optimize campaigns, drive ROI, and build authentic connections with audiences.
• Career Momentum – We invest in your growth through mentorship, internal mobility, and access to industry conferences and advanced training.
• Innovation Hub – From AI‑powered support tools to cross‑functional product experiments, you’ll be at the forefront of technology that shapes the industry.
• Competitive Rewards – Market‑aligned salary, performance bonuses, comprehensive health coverage, and a suite of perks that support work‑life balance.

Key Responsibilities – Your Day‑to‑Day Impact

As a Senior Customer Success Operations Specialist, you will be the linchpin that connects our customers with the technical teams powering our platform. Your responsibilities will span support, data integration, and continuous improvement:

• Tiered Support Excellence – Deliver L1 support via our ticketing system, resolving product and account queries with speed and clarity.
• Advanced Troubleshooting – Escalate and resolve L2 issues, reproduce problems, diagnose root causes, and collaborate with data or engineering partners to implement lasting solutions.
• Data Integration Leadership – Own end‑to‑end data integration projects: from request intake, through configuration of exports, ingestion pipelines, and API connections, to final handover and documentation.
• Insight Enablement – Translate raw metrics into actionable insights for customers, helping them optimize campaigns and measure success.
• Onboarding & Training – Lead onboarding sessions for new clients, covering account setup, platform navigation, and best practices.
• Feedback Loop Creation – Collect and analyze recurring issues and customer feedback, then communicate patterns to product and Customer Success teams to influence roadmap decisions.
• Knowledge Base Stewardship – Maintain and expand internal knowledge bases, macros, and support documentation to standardize responses and reduce resolution time.
• Analytics Collaboration – Partner with Customer Success Managers on usage analytics, adoption reports, and ad‑hoc account projects.
• Process Innovation – Work with operations leadership to refine support workflows, improve service levels, and pilot AI tools that automate repetitive tasks.

Essential Qualifications – What We’re Looking For

• 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 daily comfort with data—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 – Extra Edge

• 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 – What Makes You Thrive

• Customer‑Centric Mindset – Passion for delivering exceptional service and building lasting relationships.
• Technical Fluency – Comfortable navigating dashboards, querying databases, and troubleshooting integration errors.
• Project Management – Ability to plan, execute, and close integration projects on time and within scope.
• Collaboration – Excels 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 – Your Path Forward

At brighthush, we believe your professional growth should be as dynamic as the industry we serve. As a Senior 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 – Where You Belong

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 Reward Your Excellence

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!