Senior Customer Success & Quality Assurance Lead – Training, Escalations, and Operational Excellence Champion for a Remote‑First Loyalty Platform at brighthush

About brighthush

brighthush is a trailblazer in the loyalty and customer experience arena, consistently ranked among the nation’s most admired workplaces. Our mission is simple yet powerful: to help brands forge deep, emotional connections with their customers through cutting‑edge loyalty solutions and world‑class service. We do this by blending data‑driven insights with human‑centric design, creating experiences that delight, retain, and inspire.

At brighthush, every team member is a leader. Whether you’re a seasoned executive or a fresh graduate, your voice matters. We champion a culture of collaboration, continuous learning, and relentless pursuit of excellence. Our remote‑first model empowers you to work from anywhere while staying connected to a vibrant, global community of innovators.

Why brighthush?

• Fully Remote‑First Flexibility: Work from your favorite coffee shop, a beachside villa, or your home office—no commute, no boundaries.
• Work‑Life Harmony: Flexible time off, nine company‑wide holidays, and a benefits suite that prioritizes your growth, health, and well‑being.
• Impactful Partnerships: Collaborate with world‑renowned brands—Nike, Starbucks, and many more—shaping the future of loyalty and customer experience.
• Growth & Development: Access to state‑of‑the‑art training, mentorship, and clear promotion pathways.
• Diversity & Inclusion: A values‑led organization where every voice is heard and every idea is valued.

Position Overview

As the Senior Customer Success & Quality Assurance Lead, you will be the guardian of operational readiness, agent excellence, and customer experience across our Contact Center. You will spearhead a high‑performing team of Quality Assurance Analysts, Trainers, and Customer Success Specialists, ensuring that every agent is equipped with the tools, knowledge, and support needed to deliver exceptional experiences. Your strategic vision will drive scalability, automation, and continuous improvement, freeing senior leadership to focus on long‑term growth.

Your Key Impact

In this role, you will:

• Shape the future of customer success at brighthush by building a world‑class team that consistently exceeds quality benchmarks.
• Drive operational excellence through data‑driven insights, process automation, and continuous improvement initiatives.
• Champion a culture of learning, accountability, and innovation that empowers agents to thrive.
• Serve as the bridge between client expectations and internal capabilities, ensuring seamless escalation resolution and knowledge management.

Core Responsibilities

Team Leadership & Development

• Recruit, coach, and mentor the Quality Assurance, Training, and Customer Success Specialist teams.
• Conduct regular performance reviews, coaching sessions, and career development plans.
• Facilitate hiring recommendations, interview panels, and onboarding of new hires.

Operational Excellence

• Own day‑to‑day execution of training, quality, escalations, and support processes.
• Identify opportunities to improve scalability, efficiency, and automation across the Contact Center.
• Collaborate with Operations Leadership to develop and implement improvement plans.

Training & Onboarding

• Design, maintain, and continuously enhance onboarding, continuing education, certification, and client‑specific training programs.
• Measure training effectiveness through metrics such as NPS, CSAT, and agent performance scores.
• Implement data‑driven improvements to training content and delivery methods.

Quality Assurance

• Own all QA scorecards, scoring methodologies, documentation, and calibration standards.
• Ensure evaluations are accurate, actionable, and aligned with program requirements.
• Analyze quality trends and partner with Operations Leadership to develop improvement plans.

Escalation Management

• Lead the Customer Success Specialist team responsible for handling escalations, issue research, and operational support.
• Identify and communicate escalation trends, recurring customer concerns, and operational risks.
• Develop and implement escalation playbooks and root‑cause analysis frameworks.

Knowledge Management

• Own the Contact Center knowledge management system, including SharePoint resources, process documentation, and knowledge articles.
• Partner with Account Leaders to keep content accurate, up‑to‑date, and client‑aligned.
• Drive continuous improvement of knowledge base usability and searchability.

Innovation & Automation

• Lead the development and enhancement of AI‑powered support tools, chatbot content, and self‑service solutions.
• Identify opportunities to automate processes, reduce manual effort, and increase organizational scalability.
• Collaborate with Product and Engineering to prioritize automation initiatives.

Strategic Collaboration

• Work closely with cross‑functional teams—Product, Engineering, Sales, and Account Management—to align customer success initiatives with business goals.
• Represent the Customer Success & QA function in executive steering committees and strategy sessions.
• Advocate for customer‑centric improvements across the organization.

Essential Qualifications

• 10+ years of experience in customer success, quality assurance, or training within a contact center or customer experience environment.
• Proven track record of leading and scaling high‑performing teams in a remote‑first setting.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into actionable improvement plans.
• Experience implementing automation, AI, or digital learning solutions to enhance training and support processes.
• Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
• Demonstrated ability to develop and execute strategic initiatives that drive operational excellence.
• Strong project management skills, with a history of delivering complex initiatives on time and within budget.
• Comfortable with periodic travel to support business objectives, client engagements, and company events.

Preferred Qualifications

• Experience in the loyalty or rewards industry.
• Knowledge of AI‑driven customer support tools and chatbot development.
• Certifications in Quality Management, Customer Experience, or related fields.
• Fluency in multiple languages, especially Spanish or Mandarin.
• Experience with SharePoint, LMS platforms, and knowledge management systems.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Change Management & Continuous Improvement
• Team Building & Talent Development
• Customer‑Centric Mindset
• Technology Adoption & Digital Fluency
• Cross‑Functional Collaboration
• Resilience & Adaptability in a Fast‑Paced Environment

Career Growth & Learning Opportunities

At brighthush, your career trajectory is supported by a robust learning ecosystem. You will have access to:

• Executive mentorship programs that pair you with senior leaders.
• Regular skill‑building workshops covering emerging technologies, leadership, and industry trends.
• Clear promotion pathways from Senior Manager to Director and beyond.
• Opportunities to lead cross‑functional projects that shape the future of loyalty and customer experience.
• Annual conference attendance and speaking opportunities to showcase your expertise.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model is supported by:

• Weekly virtual town halls and team check‑ins.
• Digital collaboration tools that keep everyone connected.
• Annual in‑person retreats that strengthen team bonds and celebrate successes.
• A commitment to psychological safety, where every idea is welcomed and every challenge is addressed collectively.

Compensation & Perks

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

• Competitive base salary with performance‑based bonuses.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including flexible vacation and sick leave.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including gym memberships and mental health resources.
• Equity or stock‑option opportunities for eligible roles.

How to Apply

If you are ready to lead a dynamic team, drive operational excellence, and shape the future of customer experience at a top‑rated, remote‑first organization, we want to hear from you. Submit your application through our careers portal and join brighthush in creating unforgettable loyalty experiences.