Senior Customer Support & Experience Manager – E-commerce Operations, CX Excellence, and Automation Leadership

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that is redefining the e‑commerce landscape. With a global footprint and a relentless focus on delivering seamless, personalized experiences, brighthush empowers brands to scale while keeping the human touch at the core of every interaction. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. If you thrive in a fast‑moving, data‑driven environment and want to shape the future of customer support, brighthush is the place for you.

Role Overview

As the Senior Customer Support & Experience Manager, you will be the strategic leader responsible for the entire customer support lifecycle—from onboarding new shoppers to post‑purchase support and retention. You will own the end‑to‑end operations, ensuring that every touchpoint delivers delight, drives loyalty, and fuels growth. Your influence will extend across product, engineering, operations, and growth teams, creating a unified, high‑quality experience for every customer.

Why This Role Matters

• Directly impact customer satisfaction scores and retention rates.
• Drive automation and AI initiatives that reduce response times and free up team capacity.
• Shape the future of support by integrating cutting‑edge tools and data‑driven insights.
• Mentor and grow a high‑performing support team that becomes a cornerstone of brighthush’s success.

Key Responsibilities

• Lead and Optimize Support Operations: Own the full support workflow, from ticket intake to resolution, ensuring efficiency, quality, and scalability.
• Complex Case Management: Personally handle high‑volume, escalated, or AI‑assisted cases to guarantee customer satisfaction and learn from each interaction.
• Onboarding Excellence: Design and refine onboarding processes that accelerate time‑to‑value and spark early engagement.
• Workflow & Automation Mastery: Continuously improve ticketing workflows, SLAs, macros, triggers, and automation scripts to streamline operations.
• Data‑Driven Insights: Analyze support data and CX metrics—CSAT, NPS, FCR, SLA performance—to uncover trends, root causes, and improvement opportunities.
• AI & Self‑Service Enablement: Implement, manage, and optimize AI‑driven chatbots, automation tools, and self‑service portals that empower customers and reduce ticket volume.
• Cross‑Functional Collaboration: Partner with product and engineering to resolve systemic issues, prioritize feature requests, and embed CX considerations into product roadmaps.
• Documentation & Knowledge Management: Develop and maintain internal playbooks, support documentation, and customer‑facing knowledge bases that elevate support quality.
• Channel Consistency: Ensure high‑quality interactions across all support channels—email, chat, and self‑service—maintaining brand voice and tone.
• Team Leadership & Mentorship: Guide junior support and CX team members, fostering a culture of continuous improvement, accountability, and professional growth.

Essential Qualifications

• 5+ years of progressive experience in customer support, success, or experience roles, preferably within the e‑commerce sector.
• Hands‑on expertise in a Shopify‑based e‑commerce environment (or equivalent).
• Advanced proficiency with a brighthush ticketing system, including workflow design, automation, and reporting.
• Proven track record of owning onboarding and post‑purchase support workflows that drive measurable outcomes.
• Experience implementing or operating AI‑powered support tools, automation scripts, or self‑service platforms.
• Strong analytical mindset with a history of using CSAT, NPS, FCR, and SLA metrics to inform strategy.
• Excellent written and verbal communication skills, with a demonstrated ability to manage stakeholders across functions.
• Remote Work Proficiency: Prior experience in fully remote roles, fluency with remote collaboration tools (brighthush, brighthush, brighthush, brighthush, brighthush), and a history of working with US‑ or UK‑based teams. Candidates lacking this remote experience will not be considered.

Preferred Qualifications

• Background in scaling support operations for high‑growth e‑commerce brands.
• Experience in CX strategy, support operations, or team leadership roles.
• Familiarity with omnichannel support environments.
• Knowledge of CRM platforms and customer analytics tools.

Skills & Competencies

• Strategic Thinking & Execution
• Process Design & Continuous Improvement
• Data Analysis & Insight Generation
• AI & Automation Implementation
• Stakeholder Management & Influence
• Team Leadership & Coaching
• Customer‑First Mindset
• Adaptability in a Rapidly Evolving Environment

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a senior leader, you will:

• Shape the future of customer experience across a global brand.
• Lead cross‑functional initiatives that influence product, engineering, and growth.
• Participate in executive‑level strategy sessions and decision‑making.
• Access continuous learning resources, including industry conferences, certifications, and internal knowledge hubs.
• Mentor emerging leaders, building a legacy of excellence within the organization.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and team stand‑ups.
• Real‑time communication channels that foster quick decision‑making.
• Regular feedback loops and performance reviews that focus on growth.
• A commitment to work‑life balance, with flexible hours and generous time‑off policies.

Compensation, Perks, and Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that reflects the value of your expertise. In addition, you will enjoy:

• Health, dental, and vision insurance.
• 401(k) matching and retirement planning.
• Unlimited paid time off and a generous holiday calendar.
• Professional development stipend and access to industry events.
• Equity or stock‑option opportunities, aligning your success with the company’s growth.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to elevate customer experience at brighthush? Submit your resume and a cover letter that highlights your achievements in support operations, automation, and CX strategy. We look forward to learning how you can help us create unforgettable customer journeys.

Join brighthush Today

At brighthush, we believe that exceptional customer support is the cornerstone of lasting brand loyalty. If you are passionate about building scalable, data‑driven support systems and leading a team that delivers world‑class service, we want to hear from you. Apply now and become a pivotal part of a company that is shaping the future of e‑commerce.