Senior Real‑Time Customer Experience Analyst & Workforce Optimization Lead – Data‑Driven Operations Specialist (Remote) – Drive Peak Performance at brighthush

About brighthush – Where Data Meets Delight

Since its founding in 2018, brighthush has evolved from a simple marketplace that connects chefs with diners into a global platform that delivers over 50 million meals each year. By eliminating middlemen, we empower culinary creators, champion sustainability, and nurture local communities. Our mission is simple yet powerful: turn every bite into a story of nourishment, inspiration, and connection.

At brighthush, we’re not just reshaping the food‑tech landscape; we’re redefining how people experience meals, community, and connection. Our culture thrives on curiosity, agility, and an unwavering focus on customer delight. As a remote‑first, AI‑forward organization, we value diversity, inclusion, and continuous learning. If you’re passionate about data, love turning numbers into action, and want to help shape the future of food and service, brighthush is the place for you.

Why This Role Matters

The Senior Real‑Time Customer Experience Analyst is the heartbeat of our daily operations. In partnership with our Workforce Management (WFM) Analyst and CX leadership, you will monitor live metrics, adjust staffing on the fly, and translate data into decisions that keep our support teams performing at peak levels while delivering exceptional customer satisfaction. Your work directly influences the experience of millions of customers and the efficiency of our global support network.

Key Responsibilities

• Real‑Time Monitoring: Continuously track live metrics—service level, average speed of answer (ASA), schedule adherence, occupancy, average handle time (AHT), and more—to ensure we meet or exceed SLAs.
• Dynamic Resource Allocation: Reassign agents, manage breaks, redistribute workload, and skill teams on the fly to maintain performance during peak and off‑peak periods.
• Stakeholder Collaboration: Work closely with the WFM Analyst, CX leadership, and frontline supervisors to align shift coverage with service goals.
• Data Logging & Analysis: Maintain detailed logs of interventions, staffing changes, and performance shifts. Use these logs to support post‑event analysis and continuous improvement.
• Crisis Management: Provide KPI reporting during outages or traffic spikes, coordinate with incident response teams, and maintain clear communication with stakeholders.
• Process Improvement: Participate in initiatives to build dashboards, refine real‑time monitoring tools, and share best practices across teams.
• Shift Flexibility: Operate during scheduled shifts that may include evenings, weekends, or holidays, adapting to business needs.

Essential Qualifications

• Minimum 3 months of experience in workforce management or a related operational role.
• Minimum 6 months of experience in a call center or customer support environment.
• Strong understanding of contact center metrics: service level, ASA, occupancy, adherence, AHT, abandonment, and backlog.
• Proficiency in brighthush Sheets or brighthush Spreadsheet: filtering, pivot tables, lookup functions, conditional formulas, and data formatting.
• Ability to interpret live operational data and make logical, timely decisions.
• Excellent attention to detail and capacity to manage multiple priorities.
• Clear written and verbal communication skills; ability to convey complex data to non‑technical stakeholders.
• Calm, organized, and proactive in fast‑paced environments.
• Willingness to act within established guidelines and to learn new workforce management tools.

Preferred Qualifications & Nice‑to‑Haves

• Experience with brighthush, brighthush, or similar operational tools.
• Familiarity with WFM platforms such as brighthush, brighthush, brighthush, or equivalent.
• Hands‑on experience with real‑time dashboards, alerts, or operational reporting.
• Exposure to incident communication or escalation processes.
• Experience supporting multi‑channel CX operations (voice, chat, email, social).
• Certifications in Workforce Management, analytics, Lean, Six Sigma, brighthush, or related disciplines.
• Strong logical thinking, time management, communication, problem‑solving, attention to detail, team collaboration, and a willingness to learn.

Core Skills & Competencies

• Analytical Thinking: Ability to dissect complex data sets and identify actionable insights.
• Decision‑Making Under Pressure: Quick, data‑driven decisions that keep operations running smoothly.
• Communication: Translate technical metrics into clear, concise messages for diverse audiences.
• Collaboration: Work effectively with cross‑functional teams—WFM, CX, engineering, and product.
• Adaptability: Thrive in a fast‑changing environment and pivot priorities as needed.
• Continuous Improvement: Identify process gaps and champion solutions that enhance efficiency.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the role itself. As a key member of our CX operations, you’ll have the opportunity to:

• Progress into senior analyst roles, WFM leadership, or CX strategy positions.
• Lead cross‑functional projects that shape the future of our customer experience platform.
• Earn industry certifications (e.g., Six Sigma, Workforce Management) through our learning budget.
• Mentor junior analysts and share best practices across the organization.
• Participate in hackathons and innovation sprints that push the boundaries of AI‑powered customer support.

Work Environment & Company Culture

brighthush is a remote‑first, inclusive workplace that values flexibility, creativity, and collaboration. Our culture is built on:

• Curiosity: We encourage experimentation and celebrate learning from both successes and failures.
• Agility: Rapid iteration and responsiveness to market changes keep us ahead of the curve.
• Diversity & Inclusion: Every voice matters. We actively foster a community where diverse perspectives thrive.
• AI‑Powered Innovation: Access to cutting‑edge AI tools—brighthush, brighthush, and more—helps you streamline analysis and decision‑making.
• Work‑Life Balance: Flexible scheduling, remote work, and generous time‑off policies support your personal and professional life.

Compensation & Benefits

We offer a competitive monthly salary of USD 930, commensurate with experience and performance. In addition to base pay, you’ll enjoy:

• 15 days of paid vacation per year, starting from your first day.
• Monthly healthcare stipend to use with your preferred provider.
• Paid 4‑week sabbatical after five years of service.
• Paid family leave and compassionate leave (3‑5 days per occurrence).
• Customizable benefits package: wellness memberships, learning credits, delivery app discounts, and more.
• Access to a comprehensive benefit platform that lets you tailor perks to your needs.
• Personalized English coaching to support professional growth.

Shift Options

Shift 1

• Sunday–Wednesday: 12:00 PM – 9:00 PM
• Saturday: 6:00 AM – 3:00 PM
• Days Off: Thursday & Friday

Shift 2

• Tuesday–Saturday: 2:00 PM – 11:00 PM
• Days Off: Sunday & Monday

How to Apply

Ready to join a team that’s changing the world of food and service? Submit your English‑language resume through our official careers page. Our hiring process includes:

• Application review
• Preliminary assessment
• Take‑home test
• Hiring manager interview
• Reference check
• Offer

We value your time and privacy. All communications will come from official brighthush channels, and we will never ask for payment or personal financial details.