Senior Customer Support Email Analyst – AI Workflow Review & Quality Assurance Specialist at brighthush

About brighthush

At brighthush, we’re redefining the future of customer experience through intelligent automation. Our mission is to empower teams worldwide with AI that feels like a trusted colleague—accurate, empathetic, and always aligned with human values. As a global leader in AI‑driven customer support, we blend cutting‑edge technology with deep industry expertise to deliver solutions that scale, adapt, and delight.

Why This Role Matters

Customer support is the heartbeat of any organization. When AI steps into this space, it must not only answer questions but also understand context, tone, and escalation pathways. The Customer Support Email Analyst is the guardian of that quality, ensuring every AI‑generated response meets our rigorous standards for correctness, policy compliance, and stakeholder fit. Your work will directly shape the next generation of support agents, making interactions smoother for both customers and frontline teams.

Key Responsibilities

• Review AI Outputs: Evaluate AI responses against brighthush’s customer operations workflows, playbooks, and policy documents for each email support ticket.
• Grade Tone & Escalation: Apply a structured rubric to assess tone, escalation logic, and stakeholder alignment, ensuring responses feel natural and appropriate.
• Flag Operational Risks: Identify missed escalations, policy gaps, or potential compliance issues, tagging them with severity levels for quick remediation.
• Document Next Steps: Capture the correct next action for the modeling team to learn from, providing clear, actionable feedback.
• Adjudicate Disputes: Resolve conflicting reviewer assessments by referencing published playbooks and firm guidance, ensuring consistency across the team.
• Maintain Calibration: Participate in inter‑rater calibration cycles to uphold reviewer quality scores and reduce drift.
• Continuous Improvement: Suggest enhancements to rubrics, playbooks, or AI prompts based on recurring patterns or emerging challenges.

Essential Qualifications

• Hands‑on experience in a customer operations role, handling real support tickets and workflows.
• Proficiency in applying multi‑page rubrics consistently across large batches of data.
• Strong written communication skills, with the ability to reference specific policies or workflows in your reasoning.
• Exceptional attention to detail and a keen eye for identifying when the prompt itself is the root cause of an issue.
• Reliable asynchronous availability for at least 10 hours per week, with flexibility to accommodate varying time zones.

Preferred Qualifications

• Experience in training, calibrating, or quality‑assuring operations teams.
• Familiarity with AI‑assisted workflow tools and an understanding of their failure modes.
• Bilingual or multilingual capabilities to support cross‑region operations.
• Background in data annotation, quality assurance, or content moderation.

Skills & Competencies

• Operational Review: Ability to dissect complex workflows and identify deviations.
• Policy Adherence: Deep understanding of compliance frameworks and the capacity to enforce them.
• Workflow Judgment: Skill in determining the most efficient and compliant next step.
• Stakeholder Communication: Clear articulation of findings to both technical and non‑technical audiences.
• Customer‑Centric Mindset: Empathy for end‑users and a drive to improve their experience.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As a Customer Support Email Analyst, you’ll:

• Progress to senior review roles or lead calibration teams, influencing AI training pipelines at scale.
• Transition into product or policy development, shaping the next generation of support tools.
• Participate in cross‑functional projects, collaborating with engineering, data science, and customer success.
• Access continuous learning resources, including workshops on AI ethics, customer psychology, and advanced analytics.
• Earn certifications in AI governance and quality assurance, enhancing your professional portfolio.

Work Environment & Company Culture

brighthush thrives on a culture of curiosity, collaboration, and impact. We value:

• Remote Flexibility: Work from anywhere in the U.S. with a supportive virtual community.
• Transparent communication channels, from weekly town halls to real‑time chat rooms.
• Inclusive decision‑making, where every voice—no matter the role—contributes to product direction.
• Recognition programs that celebrate both individual and team achievements.
• Commitment to work‑life balance, with generous time‑off policies and mental‑health resources.

Compensation & Perks

As a contractor, you’ll receive a competitive hourly rate, confirmed after the interview process. In addition to pay, brighthush offers:

• Flexible scheduling to accommodate your personal commitments.
• Access to a digital benefits portal, including health, dental, and vision plans for partners.
• Professional development stipend for courses, conferences, or certifications.
• Regular feedback loops and performance reviews to support your growth trajectory.
• Opportunity to transition into a full‑time role based on performance and business needs.

How to Apply

Ready to shape the future of customer support AI? Submit your application through brighthush’s specialist intake portal. We’ll review your fit, outline the project scope, and confirm the schedule and contractor terms before placement.

We look forward to welcoming a dedicated, detail‑oriented professional who is passionate about elevating customer experiences through intelligent automation.