Senior Global Customer Experience Manager – AI‑Powered Support, Subscription Retention & Cross‑Continental CX Leadership for a Rapidly Growing Wellness Brand at brighthush

About brighthush

brighthush is a trailblazing direct‑to‑consumer wellness brand that empowers people worldwide to take charge of their health through premium, science‑backed supplements and lifestyle products. Founded in 2018, brighthush has rapidly expanded from its headquarters in Miami, Florida, to international hubs in Cologne, Germany, and beyond. Our mission is to create a transparent, trustworthy foundation for wellness that customers can rely on, and we do so by combining natural ingredients, rigorous testing, and a customer‑centric culture that puts people first.

In the last five years, brighthush has grown from a niche startup to a global leader in the wellness space, serving over 1.2 million customers across 30+ countries. We are committed to sustainability, ethical sourcing, and continuous innovation, ensuring that every product delivers measurable health benefits while respecting the planet. Our community of loyal customers is our biggest asset, and we believe that exceptional customer experience is the key to turning first‑time buyers into lifelong advocates.

Why This Role Matters

In a market where consumers expect instant, personalized support, the Senior Global Customer Experience Manager is the linchpin that turns first‑time buyers into lifelong advocates. At brighthush, you will lead a high‑performing CX team that spans the U.S. and EU, ensuring that every interaction—whether via email, chat, phone, or social media—reflects our brand’s values of honesty, empathy, and excellence. Your strategic vision will shape the way we use AI, data, and cross‑functional collaboration to deliver world‑class service and drive retention.

Because brighthush operates on a subscription model, customer experience is not just a support function—it is a core driver of revenue, churn prevention, and brand equity. The Senior Global Customer Experience Manager will own the entire customer journey, from onboarding to renewal, and will be instrumental in building a culture of continuous improvement that keeps our customers engaged, satisfied, and loyal.

Role Overview

As the senior leader of CX operations, you will report directly to the Retention & Lifecycle Manager and work closely with product, marketing, finance, and IT teams. Your day‑to‑day responsibilities will include managing internal support staff, overseeing outsourced BPO partners, optimizing AI‑enabled tools, and turning customer feedback into actionable insights that influence product development and operational improvements.

You will be the voice of the customer across the organization, translating data into strategy, and ensuring that every touchpoint delivers the brighthush promise of transparency, empathy, and scientific integrity.

Key Responsibilities

Operational Leadership

• Supervise the end‑to‑end customer support workflow across email, chat, phone, IVR/SMS, social media DMs, and marketplace channels.
• Lead internal support teams and coordinate with brighthush’s BPO partners to maintain consistent service levels.
• Own workforce planning, scheduling, and shift coverage—including weekend and extended hours—to meet SLA targets.
• Develop and enforce SOPs, macros, tags, and automation rules in brighthush to streamline agent efficiency.
• Implement a robust quality assurance framework that includes real‑time monitoring, post‑interaction reviews, and continuous coaching.
• Drive the adoption of omnichannel best practices, ensuring seamless hand‑offs between channels and a unified customer view.

Strategic Improvement

• Analyze customer feedback, CSAT scores, and key performance indicators to identify root causes of churn and service gaps.
• Collaborate with cross‑functional teams to embed the voice of the customer into product roadmaps, marketing campaigns, and operational policies.
• Own the annual CX/CS budget, build business cases for new tools or staffing, and track ROI against retention metrics.
• Drive continuous improvement initiatives that reduce first‑response time, increase resolution rates, and elevate overall customer satisfaction.
• Champion a data‑driven culture by establishing dashboards, predictive analytics, and real‑time reporting for senior leadership.
• Lead quarterly CX reviews that assess performance, set improvement targets, and align with company objectives.

Vendor & AI Management

• Oversee BPO performance, conduct regular vendor check‑ins, and negotiate contract terms, pricing, and service levels.
• Own AI‑enabled support tools (chatbot, email automation) to ensure high accuracy, compliance, and containment.
• Maintain knowledge bases and help‑center content to reflect product updates and policy changes.
• Implement QA standards, spot‑check tickets and calls, and drive corrective actions for both human and AI responses.
• Collaborate with the product team to refine AI training data, ensuring that the chatbot evolves with new product launches and policy updates.
• Lead the evaluation and integration of emerging AI technologies that can enhance customer support efficiency and personalization.

Compliance & Risk

• Ensure all customer communications comply with supplement and wellness product regulations, avoiding medical or diagnostic claims.
• Manage fraud, chargeback, and refund processes to protect revenue and brand integrity.
• Collaborate with legal and compliance teams to stay ahead of evolving industry standards.
• Develop and maintain a risk mitigation framework that includes escalation protocols, incident response plans, and audit readiness.
• Conduct regular compliance training for the CX team to reinforce best practices and regulatory awareness.

Essential Qualifications

• Bachelor’s degree in Business, Marketing, or a related field; MBA or advanced certification preferred.
• Minimum 7 years of progressive experience in customer experience, support operations, or related roles, with at least 3 years in a senior leadership capacity.
• Proven track record of managing multi‑channel support teams across multiple time zones.
• Strong analytical mindset with experience using data to drive decision‑making and process improvement.
• Hands‑on experience with AI‑powered support tools, chatbots, and automation platforms.
• Excellent communication skills in English; additional language proficiency (German, Spanish, French) is a plus.
• Deep understanding of compliance issues in the wellness and supplement industry.

Preferred Qualifications

• Experience working with BPO partners in the U.S. and EU.
• Knowledge of subscription‑based business models and churn‑reduction strategies.
• Familiarity with brighthush or similar CRM/knowledge‑base platforms.
• Experience leading cross‑functional initiatives that bridge product, marketing, and finance.
• Strong project management skills with a track record of delivering on time and within budget.

Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Data‑Driven Decision Making
• Process Optimization & Continuous Improvement
• Vendor & Contract Negotiation
• AI & Automation Strategy
• Compliance & Risk Management
• Team Building & Talent Development
• Cross‑Cultural Communication
• Customer‑Centric Mindset

Career Growth & Learning Opportunities

At brighthush, we believe that the best way to build a world‑class brand is to invest in our people. As Senior Global Customer Experience Manager, you will:

• Lead a high‑impact team that directly influences customer loyalty and lifetime value.
• Collaborate with senior executives on strategic initiatives that shape the future of the wellness industry.
• Access leadership development programs, mentorship from industry veterans, and a clear path to executive roles.
• Opportunity to pilot cutting‑edge AI solutions and influence product innovation.
• Regular cross‑functional workshops, hackathons, and innovation labs to keep your skills sharp.
• Earn certifications in CX, AI, and project management through our curated learning budget.
• Participate in global conferences and industry panels, representing brighthush on the world stage.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, curiosity, and empowerment. We celebrate diversity, encourage experimentation, and reward results. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual town halls with the CEO and product leaders.
• Monthly cross‑departmental “innovation sprints” to tackle customer pain points.
• Quarterly wellness retreats in Miami, Cologne, or a destination of your choice.
• Access to a curated library of wellness resources, including guided meditations, nutrition webinars, and fitness classes.
• Flexible work hours that respect work‑life balance and personal commitments.
• Inclusive hiring practices that value diverse perspectives and backgrounds.
• Employee resource groups focused on wellness, sustainability, and professional development.

Compensation, Perks & Benefits

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

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus tied to customer satisfaction, retention, and operational efficiency.
• Equity or stock‑option plan to share in the company’s growth.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, parental leave, and a flexible vacation policy.
• Annual wellness stipend for gym memberships, yoga classes, or other health‑related activities.
• Unlimited learning budget for courses, certifications, and conferences.
• Employee referral program with attractive rewards.
• Access to a global network of wellness partners and community events.

How to Apply

If you are passionate about transforming customer experiences, thrive in a fast‑paced environment, and want to make a tangible impact on a global brand, we want to hear from you. Submit your resume and a cover letter that highlights your most significant CX achievements and explains why you’re the perfect fit for brighthush.

In your cover letter, please address the following:

• Describe a time you turned a customer pain point into a strategic opportunity.
• Explain how you have leveraged AI or automation to improve support efficiency.
• Share your approach to managing a multi‑time‑zone team and ensuring consistent service quality.
• Highlight any experience you have in the wellness or supplement industry.

Join brighthush Today

Become part of a team that is redefining wellness through science, transparency, and exceptional customer care. Your expertise will help us turn every interaction into a moment of trust and delight, driving loyalty and sustainable growth for years to come. Apply now and help us shape the future of global customer experience.