Senior Customer Support Specialist – Enterprise & Catering Operations – brighthush

About brighthush

brighthush is a trailblazing technology company that is redefining the way people experience food, delivery, and customer service. With a mission to create seamless, human‑centric solutions, brighthush has grown from a small startup into a global leader in the on‑demand delivery ecosystem. Our culture is built on curiosity, collaboration, and a relentless focus on customer delight. We empower our teams to experiment, iterate, and innovate, ensuring that every interaction—whether with a customer, merchant, or partner—delivers value and builds lasting trust.

Why Join brighthush?

At brighthush, you’ll be part of a fast‑moving, high‑impact environment where your ideas shape the future of the industry. We offer:

• Competitive salary and performance‑based bonuses
• Comprehensive health, dental, and vision plans
• Unlimited paid time off and flexible work arrangements
• Generous parental leave and family‑friendly benefits
• Continuous learning opportunities, including tuition reimbursement and internal mentorship programs
• Access to cutting‑edge technology and a collaborative, inclusive workplace culture

Position Overview

As a Senior Customer Support Specialist at brighthush, you will play a pivotal role in launching and scaling our new pilot initiatives across the Corporate and Catering programs. You will be the frontline guardian of quality, ensuring that every interaction with customers, merchants, and brighthush Dashers meets the highest standards of service excellence. Your analytical mindset and proactive approach will help detect fulfillment challenges before they become widespread, driving operational resilience and customer satisfaction.

Key Responsibilities

• Launch & Scale Pilot Initiatives: Collaborate with cross‑functional teams to design, test, and roll out new support processes and tools that enhance the experience for Corporate and Catering partners.
• Quality Management: Monitor and analyze hourly and daily support metrics, identify trends, and implement corrective actions to maintain service level agreements.
• Process Optimization: Execute and refine standard operating procedures, master internal tools, and provide actionable feedback to improve efficiency and accuracy.
• Stakeholder Engagement: Interact regularly with customers, merchants, and brighthush Dashers, providing timely, empathetic, and effective solutions to complex issues.
• Issue Escalation & Resolution: Detect fulfillment challenges, coordinate with logistics, product, and engineering teams to resolve incidents, and document root causes for continuous improvement.
• Data‑Driven Insights: Collect, analyze, and report on support data to inform strategic decisions and drive operational excellence.
• Team Collaboration: Mentor junior support agents, share best practices, and contribute to a culture of continuous learning and high performance.
• Compliance & Risk Management: Ensure all interactions comply with brighthush policies, regulatory requirements, and industry standards.

Essential Qualifications

• Minimum of 2 years of progressive experience in customer support, preferably in a fast‑paced, high‑volume environment.
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely.
• Strong attention to detail and a meticulous approach to problem‑solving.
• Demonstrated adaptability in dynamic contexts, with a proven track record of thriving amid change.
• Experience in last‑hour logistics or delivery customer service, showcasing familiarity with the unique challenges of on‑demand fulfillment.
• Proficiency with collaboration tools such as Slack, and a willingness to learn new platforms quickly.
• Bilingual proficiency in Spanish is a plus, enabling you to serve a broader customer base.

Preferred Qualifications

• Experience managing or leading support teams in a high‑volume environment.
• Background in data analysis or quality assurance, with the ability to translate metrics into actionable insights.
• Knowledge of the food delivery and catering industry, including regulatory and compliance considerations.
• Familiarity with brighthush’s internal tools and systems, or a demonstrated ability to master new technologies rapidly.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Collaboration & Influence: Skilled at working cross‑functionally, building consensus, and driving initiatives forward.
• Time Management: Efficiently prioritize tasks in a fast‑moving environment while maintaining high quality.
• Resilience & Stress Management: Stay calm and focused under pressure, turning challenges into opportunities.
• Continuous Improvement: Proactive in seeking feedback, learning new skills, and implementing process enhancements.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Support Specialist, you will:

• Progress to Lead or Manager roles within the Customer Support organization.
• Transition into product, operations, or data analytics roles, leveraging your deep understanding of customer pain points.
• Participate in brighthush’s Leadership Development Program, designed to cultivate future leaders across all functions.
• Access to internal training modules, industry conferences, and mentorship from senior executives.
• Opportunity to spearhead cross‑functional projects that shape the future of the company.

Work Environment & Culture at brighthush

Our workplace is a vibrant blend of creativity, collaboration, and autonomy. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Key cultural pillars include:

• Transparency: Open communication channels and regular town‑hall meetings keep everyone aligned.
• Inclusivity: A welcoming environment where every voice is heard and valued.
• Work‑Life Balance: Flexible schedules, remote work options, and a focus on mental well‑being.
• Community Impact: Initiatives that give back to local communities and promote sustainability.
• Fun & Engagement: Team‑building events, hackathons, and social gatherings that foster camaraderie.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a comprehensive package that includes:

• Competitive base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Equity options, allowing you to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your family.
• Retirement savings plan with company match.
• Generous paid time off, sick leave, and parental leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.

Ready to Make an Impact?

If you are a proactive, customer‑focused professional with a passion for innovation and a desire to shape the future of the delivery industry, brighthush invites you to apply. Join us in delivering world‑class service, building lasting relationships, and driving transformative change.

Click the link below to submit your application and start your journey with brighthush today.