Senior Enterprise & Catering Operations Customer Support Specialist – Leading On‑Demand Service Excellence, Process Innovation, and Customer Delight at brighthush

About brighthush

brighthush is a trailblazing, technology‑driven platform that is redefining how businesses and consumers connect in the fast‑moving world of on‑demand services. Our mission is simple yet ambitious: to create frictionless, real‑time experiences for merchants, customers, and delivery partners. By marrying data‑driven insights with human‑centric support, we deliver solutions that scale across markets while maintaining an unwavering commitment to excellence. In the past year, brighthush has expanded its Corporate and Catering verticals, launching a suite of tools that empower event planners, corporate caterers, and on‑site service providers to deliver unforgettable experiences at scale.

Why brighthush?

Innovation at Scale – We harness cutting‑edge technology to streamline operations, reduce friction, and empower partners to deliver unforgettable experiences. Customer‑First Culture – Every decision is guided by the goal of exceeding expectations, whether that means a corporate client ordering a last‑minute banquet or a customer requesting a quick delivery. Growth Mindset – We invest heavily in learning, experimentation, and career development, ensuring that every team member can grow, lead, and shape the future of on‑demand services. Impactful Work – Your contributions directly influence the satisfaction of thousands of merchants and customers, making every day a chance to solve real‑world problems. Inclusive Community – Diversity, equity, and inclusion are not buzzwords at brighthush; they are the foundation of our hiring, collaboration, and innovation strategies.

Role Overview

As a Senior Enterprise & Catering Operations Customer Support Specialist, you will be the linchpin that keeps our high‑volume, high‑impact service running smoothly. You will act as the voice of the customer, the guardian of quality, and the catalyst for continuous improvement across our Corporate and Catering verticals. Your day‑to‑day tasks will include, but are not limited to, launching new initiatives, monitoring quality metrics, executing SOPs, engaging stakeholders, and mentoring junior staff. You will also collaborate with product, engineering, operations, and marketing teams to translate customer insights into tangible product enhancements and operational efficiencies.

Key Responsibilities

• Launch & Pilot Support: Serve as a frontline champion during the rollout of new initiatives, providing real‑time feedback, troubleshooting, and adoption guidance to ensure flawless execution.
• Quality Management: Monitor hourly and daily quality metrics across Corporate and Catering programs, identify trends, and recommend actionable improvements that elevate service standards.
• Process Execution & Enhancement: Execute standard operating procedures (SOPs) with precision, while actively proposing refinements to internal tools, workflows, and knowledge bases.
• Stakeholder Engagement: Communicate regularly with customers, merchants, and delivery partners (Dashers) to resolve issues, gather insights, and maintain high satisfaction levels.
• Fulfillment Monitoring: Detect and address fulfillment challenges before they become widespread, collaborating with cross‑functional teams to implement corrective actions.
• Data‑Driven Reporting: Compile and analyze support data, producing actionable reports for leadership and product teams that drive strategic decisions.
• Continuous Improvement: Participate in retrospectives, knowledge‑sharing sessions, and process workshops to elevate the overall support experience.
• Mentorship & Leadership: Coach junior support staff, share best practices, and foster a culture of continuous learning and high performance.
• Cross‑Functional Collaboration: Partner with product, engineering, operations, and marketing to translate customer insights into product enhancements and operational efficiencies.
• Compliance & Risk Management: Ensure all interactions adhere to company policies, regulatory requirements, and industry standards.

Essential Qualifications

• Minimum of 3 years of experience in high‑volume customer support, preferably in last‑minute logistics, delivery services, or event‑centric platforms.
• Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely to diverse audiences.
• Strong attention to detail and a proactive mindset for identifying and resolving issues before they impact customers.
• Adaptability to rapidly changing contexts, including shifting priorities, new product launches, and evolving customer expectations.
• Proficiency with collaboration tools such as Slack, Zendesk, Intercom, or similar ticketing systems.
• Fluency in Spanish (bilingual) is a significant advantage, enabling support for a broader customer base.
• Basic understanding of data analytics concepts and the ability to interpret metrics to drive decisions.

Preferred Qualifications

• Experience with data analytics tools (e.g., Excel, Tableau, Power BI) to interpret support metrics and identify trends.
• Background in process improvement methodologies (Lean, Six Sigma, Kaizen) and a track record of implementing measurable improvements.
• Knowledge of the catering and corporate event industry, including vendor relationships, service delivery nuances, and regulatory considerations.
• Previous involvement in pilot testing or beta program management, with a focus on gathering user feedback and iterating on solutions.
• Experience working in a hybrid or remote environment with a strong sense of self‑direction and accountability.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Problem‑Solving: Ability to diagnose root causes quickly and propose effective solutions.
• Collaboration: Comfortable working with cross‑functional teams—product, engineering, operations, and marketing—to drive continuous improvement.
• Time Management: Efficiently juggle multiple tickets, priorities, and deadlines in a fast‑paced environment.
• Tech Savvy: Quick learner of new software, APIs, and internal tools.
• Resilience: Maintain composure under pressure and handle high‑volume, high‑stress situations with professionalism.
• Data Literacy: Comfortable interpreting dashboards, KPIs, and trend analyses to inform decisions.
• Leadership: Ability to mentor peers, influence stakeholders, and lead initiatives with minimal supervision.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member has the potential to grow. As a Senior Customer Support Representative, you will:

• Lead pilot projects that shape the future of our Corporate and Catering services, gaining visibility across the organization.
• Mentor junior support staff, sharing best practices and fostering a culture of continuous learning.
• Participate in cross‑departmental initiatives, gaining exposure to product development, data science, and operations.
• Access a robust learning platform with courses on customer experience, data analytics, leadership, and industry trends.
• Earn certifications in customer support excellence, process improvement, and data analytics.
• Progress into roles such as Support Team Lead, Product Support Manager, or Operations Strategist.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and collaboration. Our team values:

• Inclusivity: A diverse workforce where every voice is heard and celebrated.
• Agility: Quick decision‑making, a willingness to experiment, and a bias for action.
• Recognition: Regular shout‑outs, peer awards, and performance bonuses that celebrate achievements.
• Flexible work arrangements, including hybrid and remote options that support work‑life balance.
• Team‑building events, hackathons, and community outreach programs that strengthen bonds and give back.
• Open communication channels where ideas are welcomed and feedback is constructive.

Compensation & Benefits

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

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to quality metrics, project success, and customer satisfaction.
• Comprehensive health, dental, and vision insurance plans for you and your dependents.
• 401(k) matching and financial wellness resources to secure your future.
• Paid time off, sick leave, and parental leave policies that support personal and family needs.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth and success.
• Wellness programs, gym memberships, and mental health support to keep you at your best.
• Professional development budget for conferences, certifications, and courses.

How to Apply

Ready to make an impact in a fast‑moving, customer‑first environment? Submit your application through our careers portal or click the link below to join the brighthush team. We look forward to exploring how your skills and passion can help us shape the future of on‑demand services.