Senior Customer Support Training & Enablement Specialist – Driving Excellence in Customer Experience & Team Development at brighthush

About brighthush

brighthush is on a mission to transform the trucking and logistics industry by leveling the playing field for owner‑operators and small fleets. With a focus on fuel management, route optimization, and real‑time analytics, we empower over 100,000 underserved businesses to save millions of dollars annually. Our platform has quickly become a profitable fintech powerhouse, processing billions in payment volume and earning a spot on the Forbes Fintech 50 list. Backed by top‑tier venture investors and a core team that includes former leaders from Disney, Uber, Procore, DoorDash, Google, Meta, Capital One, and more, brighthush is a high‑growth, data‑driven company that values curiosity, ownership, and relentless customer obsession.

Role Overview

As a Senior Customer Support Training & Enablement Specialist, you will be the architect of a world‑class support organization. You will own the post‑onboarding learning experience, ensuring that every agent and team lead is equipped with the knowledge, skills, and confidence to deliver exceptional service. Your work will directly influence customer satisfaction, agent productivity, and the overall quality of our support ecosystem.

Why brighthush?

• Impact: Your initiatives will drive measurable improvements in CSAT, speed to proficiency, and agent engagement.
• Innovation: Work with AI‑powered QA tools, cutting‑edge LMS platforms, and a culture that embraces experimentation.
• Growth: Clear career pathways, mentorship, and the opportunity to shape the future of support at a rapidly scaling company.
• Culture: A collaborative, high‑energy environment that celebrates curiosity, ownership, and customer obsession.

Key Responsibilities

• Training & Development: Design, develop, and deliver ongoing training programs, workshops, certifications, and learning paths for agents and team leads. Create engaging content that blends live instruction, micro‑learning modules, and self‑paced courses.
• Coaching & Performance: Partner with team leads to identify performance gaps, design targeted coaching plans, and implement remediation strategies. Facilitate one‑on‑one coaching sessions and group workshops.
• Quality Assurance: Own the QA program using AI‑powered tools and customer interactions. Analyze trends, surface coaching opportunities, and recommend process improvements.
• Customer Obsession & Values: Embed brighthush’s core values into every training module. Ensure agents understand the “why” behind SOPs, not just the “how.”
• Product Enablement: Collaborate with Product, Engineering, Operations, and Support Leadership to develop training and resources for new products, features, and process changes.
• LMS & Content Management: Administer the LMS, curate learning paths, manage certifications, and maintain enablement content. Align materials with SOPs and the knowledge base (Guru).
• Leadership & Career Development: Build programs that strengthen team lead capabilities and create clear growth paths for support agents.
• Analytics & Reporting: Track QA scores, CSAT, productivity, training completion rates, speed to proficiency, and other metrics. Use data to measure impact and identify opportunities.
• Continuous Improvement: Leverage data, AI, and frontline insights to continuously raise the bar on support quality, knowledge, and performance.

Essential Qualifications

• 4+ years of experience in Training, L&D, Enablement, or QA within a high‑growth tech or customer‑support environment.
• Proven track record of designing and facilitating training and coaching programs that drive measurable performance improvements.
• Strong communication, facilitation, and project management skills.
• Experience with LMS platforms (e.g., Cornerstone, Docebo, TalentLMS) and learning content development.
• Hands‑on experience with ticketing/support platforms such as Zendesk, Freshdesk, or similar.
• Data‑driven mindset: ability to analyze performance metrics, identify gaps, and recommend actionable solutions.
• Passion for developing people and building a best‑in‑class support organization.

Preferred Qualifications

• Experience with AI‑powered QA, coaching, or support tools.
• Background in a fintech or logistics company.
• Knowledge of compliance and regulatory standards in the transportation industry.
• Experience managing remote or distributed teams.

Skills & Competencies

• Strategic Thinking – Ability to align training initiatives with business goals.
• Instructional Design – Expertise in adult learning principles and modern e‑learning techniques.
• Analytical Acumen – Proficiency in data analysis tools (Excel, Tableau, Power BI).
• Project Management – Skilled in managing multiple initiatives with tight deadlines.
• Collaboration – Comfortable working cross‑functionally with Product, Engineering, Ops, and Leadership.
• Adaptability – Thrives in a fast‑moving, evolving environment.
• Customer‑Centric Mindset – Deep empathy for customer pain points and a drive to exceed expectations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Senior Training & Enablement Specialist, you will:

• Lead cross‑functional initiatives that shape the future of support.
• Mentor junior trainers and develop a pipeline of future leaders.
• Take ownership of high‑impact projects that influence company strategy.
• Access to continuous learning resources, including conferences, workshops, and certifications.
• Potential to transition into roles such as Head of Support, Director of Learning & Development, or VP of Customer Experience.

Work Environment & Culture

brighthush fosters a culture of ownership, curiosity, and relentless customer focus. Our teams collaborate in open, transparent spaces, whether in our Palo Alto or Austin offices or remotely across the United States. We celebrate wins, learn from failures, and continuously iterate on our processes. Our core values—Customer Obsession, Make It Count, Find A Way, Sweat The Details, and Be Curious—guide every decision and interaction.

Compensation & Benefits

• Competitive base salary ranging from $67,000 to $85,000, commensurate with experience.
• Equity package in a high‑growth startup.
• Multiple health benefit options (medical, dental, vision).
• Responsible Time Off policy to support work‑life balance.
• 401(k) matching program.
• Annual company off‑site event—brighthush Fest—to celebrate achievements and foster team bonding.
• Opportunities for professional development, including tuition reimbursement and conference attendance.

How to Apply

Ready to shape the future of customer support at brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to hearing how your experience and passion align with our mission to empower the trucking and logistics industry.

Closing

Join brighthush and become a catalyst for change in an industry that moves the world. Your expertise will help us build a support organization that not only meets but exceeds the expectations of our customers, agents, and partners. If you thrive in a fast‑paced, data‑driven environment and are eager to make a tangible impact, we want to hear from you.