Senior Real‑Time Customer Experience Analyst & Workforce Optimization Lead – Data‑Driven Operations Specialist (Remote) – Champion Peak Performance, Optimize Staffing, and Elevate Customer Delight at brighthush

About brighthush – Where Data Meets Delight

Since its founding in 2018, brighthush has evolved from a niche marketplace that connects culinary creators with food lovers into a global platform that delivers over 50 million meals each year. By cutting out middlemen, we empower chefs, 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 & Workforce Optimization Lead 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.

In this role, you will:

• Act as the real‑time guardian of our customer experience, ensuring that every interaction meets or exceeds our high standards.
• Drive operational excellence by continuously refining staffing models, forecasting demand, and implementing rapid response strategies.
• Serve as a bridge between data and action, turning insights into tangible improvements across product, engineering, and marketing.

What You'll Do Every Day

• Real‑Time Monitoring: Continuously track live metrics—service level, average speed of answer (ASA), schedule adherence, occupancy, average handle time (AHT), abandonment rate, and backlog—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.
• Cross‑Functional Insight: Translate operational data into actionable insights for product, engineering, and marketing teams to improve the overall customer journey.
• Continuous Learning: Stay current with industry trends, new analytics tools, and AI‑driven forecasting methods to keep brighthush ahead of the curve.

Key Performance Indicators You’ll Own

• Service Level Target (e.g., 80% of calls answered within 20 seconds)
• Average Speed of Answer (ASA) – keep below 15 seconds during peak hours
• Occupancy Rate – maintain 85–95% during scheduled shifts
• Average Handle Time (AHT) – reduce by 5% year‑over‑year
• Abandonment Rate – keep below 3% across all channels
• Backlog – zero backlog at all times during critical periods

Essential Qualifications

• Minimum 3 months of experience in workforce management or a related operational role, with a proven track record of improving operational metrics.
• Minimum 6 months of experience in a call center or customer support environment, preferably in a high‑volume, multi‑channel setting.
• 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 that impact real‑world outcomes.
• Excellent attention to detail and capacity to manage multiple priorities in a fast‑paced environment.
• Clear written and verbal communication skills; ability to convey complex data to non‑technical stakeholders.
• Calm, organized, and proactive in high‑pressure situations.
• 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, including advanced analytics and AI‑driven forecasting.
• Familiarity with WFM platforms such as brighthush, brighthush, brighthush, or equivalent, and the ability to troubleshoot and optimize them.
• Hands‑on experience with real‑time dashboards, alerts, or operational reporting.
• Exposure to incident communication or escalation processes in a large, distributed organization.
• 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.
• Background in data science, statistics, or a related field, with proficiency in SQL, Python, or R.

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.
• Technical Proficiency: Advanced Excel skills, data visualization tools (Tableau, Power BI), and familiarity with API integrations.
• Leadership Mindset: Ability to mentor junior analysts and influence strategic direction.

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.
• Transition into product analytics or data science roles, leveraging your deep understanding of customer behavior.
• Take on global leadership responsibilities, managing teams across multiple time zones.

Team Structure & Collaboration

The Senior Real‑Time Customer Experience Analyst & Workforce Optimization Lead reports directly to the CX Operations Manager and works closely with the WFM Analyst, CX Leadership, and frontline supervisors. You will be part of a cross‑functional squad that includes product managers, engineers, and data scientists, ensuring that operational insights translate into product enhancements and service innovations.

Remote Work & Flexibility

brighthush is a remote‑first organization, and we celebrate the freedom and flexibility that comes with working from anywhere. We provide:

• Fully equipped home office stipend to set up a productive workspace.
• Flexible scheduling that accommodates different time zones and personal commitments.
• Regular virtual town halls, mentorship circles, and team‑building events to keep us connected.
• Access to a global community of peers, fostering collaboration across continents.

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

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.
• Performance‑based bonuses tied to team and company metrics.
• Equity options for senior and high‑impact roles.

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.

Take the next step in your career—apply today and help us deliver unforgettable moments of delight to millions of customers worldwide.