Senior Customer Success Operations Specialist – Driving Data‑Powered SaaS Support, Integration Excellence, and Customer Experience Innovation at brighthush (Remote, Global)

About brighthush: A Data‑Powered Revolution in Influencer Marketing

brighthush isn’t just a SaaS platform – it’s a movement that redefines how brands connect with audiences through authentic influencer partnerships. By harnessing advanced analytics, machine learning, and real‑time data pipelines, we give marketers the clarity to optimize spend, streamline workflows, and scale campaigns with surgical precision. Our global footprint spans San Francisco, New York, Boston, Paris, London, and a fully remote workforce that thrives on collaboration, curiosity, and a relentless focus on customer success.

Why Join brighthush?

At brighthush, we believe that people are the engine of innovation. Our culture is anchored in five core values that guide every decision, interaction, and product iteration:

• Trust – Empowering autonomy, accountability, and transparency.
• Diversity – Celebrating varied perspectives to fuel creativity.
• Value – Delivering measurable impact for customers and stakeholders.
• Ownership – Every team member is a stakeholder in our success.
• Mutual Success – Celebrating wins together and supporting growth.

We offer a flexible work model, continuous learning pathways, and a culture that rewards both individual contributions and collective achievements. From cutting‑edge tools to mentorship programs, brighthush invests in your professional development and encourages you to bring fresh ideas to the table.

Role Overview

The Senior Customer Success Operations Specialist is the linchpin of our customer experience engine. You will be the first line of support for our users, handling Level 1 (L1) and Level 2 (L2) inquiries while simultaneously driving data integration projects that embed brighthush insights into clients’ own systems. Your deep product knowledge, analytical mindset, and collaborative spirit will enable you to resolve issues swiftly, identify patterns, and partner with cross‑functional teams to enhance our platform and support processes.

Key Responsibilities

• Level 1 Support: Respond to product and account questions via our support interface, providing clear, concise, and timely solutions.
• Level 2 Escalations: Investigate complex issues, reproduce problems, identify root causes, and liaise with data or engineering partners with actionable details.
• Data Troubleshooting: Diagnose platform and data issues—including export errors, ingestion failures, and integration glitches—working closely with internal teams to resolve them.
• Integration Projects: Lead end‑to‑end data integration initiatives, from initial request through configuration, testing, and handover, following a structured implementation plan.
• Customer Coaching: Help clients interpret data, apply insights to reporting, and optimize campaign measurement.
• Onboarding & Training: Conduct onboarding sessions for new customers, covering account setup and day‑to‑day platform usage.
• Feedback Loop: Track recurring issues and customer feedback, share patterns with product and Customer Success teams to inform roadmap decisions.
• Documentation: Maintain support documentation, macros, and internal knowledge resources to ensure consistent L1 responses.
• Ad‑hoc Projects: Partner with Customer Success Managers on usage analytics, account analysis, and special projects.
• Process Improvement: Collaborate with leadership to refine support workflows, service levels, and reporting, including piloting AI tools that reduce manual effort.

Essential Qualifications

• 2–4 years of experience in SaaS customer support, customer operations, technical support, or client services, with exposure to tiered L1/L2 support.
• Bachelor’s degree or equivalent practical experience.
• Proficiency in working with data daily—spreadsheets, pivot tables, and data sanity checks.
• Experience or strong appetite for data integrations, ETL, ingestion processes, or API‑based data exports.
• Working knowledge of SQL or familiarity with data warehouses such as BigQuery.
• Familiarity with support tools (Intercom, Zendesk) and reporting tools (Tableau, Power BI, DOMO).
• Excellent written and verbal communication skills, capable of explaining technical concepts to non‑technical audiences across multiple geographies.
• Strong troubleshooting instincts, meticulous attention to detail, and patience to uncover root causes.
• Ability to manage multiple concurrent requests, prioritize effectively, and seek guidance when needed.

Preferred Qualifications

• Experience in the influencer marketing or digital advertising industry.
• Background in data analytics or data engineering.
• Knowledge of API documentation and integration best practices.
• Experience with AI or automation tools that streamline support workflows.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Analytical thinking and problem‑solving skills.
• Strong collaboration and cross‑functional communication.
• Adaptability to a fast‑moving SaaS environment.
• Proactive learning attitude and continuous improvement focus.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Senior Customer Success Operations Specialist, you’ll gain exposure to product development, data engineering, and strategic customer initiatives. Opportunities to transition into Product Management, Data Engineering, or Senior Customer Success roles are available as you build expertise and demonstrate impact. We support your growth through internal and external training, mentorship programs, and a culture that rewards initiative.

Work Environment & Culture

Our remote‑first model gives you the freedom to work from anywhere, while our hybrid flexibility allows you to visit our vibrant offices for training, team gatherings, or client meetings. You’ll join a diverse team that values transparency, accountability, and mutual success. We celebrate wins together, encourage open dialogue, and provide a safe space for ideas to flourish.

Compensation & Benefits

Competitive salary range: $27,000 – $35,000 per year, commensurate with experience and location. In addition, you’ll receive:

• Remote work stipend for home‑office setup.
• Subscription to coworking spaces for collaborative work.
• Health, dental, and life insurance coverage.
• Open vacation policy and flexible holiday schedule.
• Paid parental leave to support family life.
• Career development budget for internal and external training.
• Access to cutting‑edge tools and technologies.

How to Apply

Ready to make an impact at brighthush? Submit your application through our careers portal or click the link below. We look forward to learning how your skills and passion align with our mission to empower brands through data‑driven influencer marketing.

Closing

Join brighthush and become part of a team that values trust, diversity, and mutual success. Your expertise will help shape the future of influencer marketing, drive customer satisfaction, and accelerate our growth. If you thrive in a collaborative, data‑centric environment and are eager to tackle challenging problems, we encourage you to apply today.