Senior Remote AI‑Powered Vending Machine Customer Success & Onboarding Specialist – Driving Small Business Growth, Enhancing Customer Experience, and Accelerating Retail Innovation at brighthush

About brighthush

brighthush is not just a technology vendor; we are the architects of the next generation of retail. By weaving together artificial intelligence, Internet‑of‑Things (IoT) hardware, and intuitive software, we transform ordinary vending machines into smart, self‑learning platforms that anticipate customer preferences, optimize inventory in real time, and deliver actionable insights to shop owners. Our mission is simple yet powerful: empower entrepreneurs to offer instant, contactless, and highly personalized product experiences that delight customers and drive revenue.

We believe technology should serve people, not the other way around. That’s why we place a premium on customer experience, continuous learning, and a culture of collaboration. Whether you’re a seasoned support professional or a passionate newcomer, you’ll find a place where your voice matters, your growth is accelerated, and your impact is tangible.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere with a reliable internet connection. We trust you to manage your schedule and deliver exceptional service.
• Innovative Product Portfolio: Be part of a team that’s at the forefront of AI, IoT, and retail technology.
• Impactful Role: Every interaction you have helps a small business owner thrive, making a real difference in their day‑to‑day operations.
• Growth Opportunities: Fast‑track your career with mentorship, cross‑functional projects, and a clear promotion path.
• Comprehensive Benefits: Competitive salary, health coverage, unlimited PTO, and a generous equity program.

Role Overview

As a Senior Remote AI‑Powered Vending Machine Customer Success & Onboarding Specialist, you will be the frontline advocate for our customers, ensuring they receive a seamless, friction‑free experience from the moment they purchase a machine to the point they become a loyal advocate. You will blend technical expertise with a passion for service, guiding small business owners through every step of the journey and turning complex technology into everyday success.

Key Responsibilities

• Serve as the primary point of contact for new and existing customers via video chat, chat, and email, ensuring a smooth onboarding experience.
• Guide customers through the end‑to‑end setup of AI vending machines, including hardware installation, network configuration, and software activation.
• Diagnose and resolve technical issues using remote support tools, troubleshooting guides, and knowledge bases.
• Document all customer interactions in our CRM, providing detailed notes on problems, solutions, and follow‑up actions.
• Collaborate with Product, Engineering, and Sales teams to relay customer feedback and help shape future product enhancements.
• Maintain a high level of product knowledge, staying up‑to‑date with new features, firmware updates, and best practices.
• Proactively identify opportunities to upsell or cross‑sell additional services, such as advanced analytics packages or premium support plans.
• Participate in continuous improvement initiatives, including process reviews, training sessions, and quality assurance audits.
• Act as a customer advocate in internal meetings, ensuring that the voice of the end‑user is represented in product roadmaps.
• Develop and refine onboarding playbooks, knowledge base articles, and training videos to reduce first‑time resolution time.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Business, Computer Science, or a related field preferred.
• Minimum of 2 years of customer support experience, preferably in a tech‑centric or SaaS environment.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Comfortable using remote support tools and ticketing systems.
• Basic troubleshooting skills for hardware and software issues, with the ability to guide customers through step‑by‑step solutions.
• Patience, empathy, and a genuine desire to help people succeed.
• Self‑motivated, organized, and able to manage multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Experience with IoT devices or vending machine technology.
• Knowledge of AI or machine learning concepts as they relate to customer experience.
• Prior exposure to remote onboarding or training roles.
• Familiarity with data analytics tools to interpret usage metrics.
• Previous involvement in customer success or account management functions.

Skills & Competencies

• Technical Aptitude: Ability to understand and explain complex technical concepts in simple terms.
• Problem‑Solving: Analytical mindset with a systematic approach to diagnosing and resolving issues.
• Customer‑Centricity: A passion for delivering outstanding service and building lasting relationships.
• Communication: Clear, concise, and engaging communication across multiple channels.
• Adaptability: Comfortable with change, learning new tools, and adjusting to evolving processes.
• Team Collaboration: Willingness to work cross‑functionally with product, engineering, and sales teams.
• Time Management: Ability to prioritize tasks, meet deadlines, and maintain high productivity.

Career Growth & Learning

At brighthush, we view every role as a stepping stone to greater responsibilities. As a Customer Success & Onboarding Specialist, you’ll have the opportunity to:

• Advance to a Customer Success Manager role, overseeing a portfolio of high‑value accounts.
• Transition into Product Support Engineering, working directly with our development team to shape product roadmaps.
• Lead training initiatives, creating onboarding materials and internal knowledge bases.
• Participate in hackathons and innovation labs, contributing ideas that drive the next generation of AI vending solutions.
• Earn certifications in AI, IoT, or customer success through our generous stipend and learning budget.

We invest in your professional development through monthly learning sessions, access to industry conferences, and a generous stipend for certifications and courses.

Work Environment & Culture

brighthush thrives on a culture of transparency, curiosity, and mutual respect. Our remote‑first approach means you’ll collaborate with teammates across time zones, using asynchronous communication tools and weekly syncs to stay aligned. We celebrate diversity, encourage experimentation, and reward bold ideas that push the envelope.

Key cultural pillars include:

• Open Feedback Loop: Regular 1:1s, pulse surveys, and a “no‑blame” environment for continuous improvement.
• Learning‑First Mindset: Continuous skill development, knowledge sharing, and a culture that values curiosity.
• Inclusive Collaboration: Diverse teams, cross‑functional projects, and a commitment to belonging for all.
• Impact‑Driven Work: Every task is tied to measurable outcomes that directly influence small business success.

Compensation & Perks

While specific figures vary by experience and location, brighthush offers a competitive base salary that aligns with industry standards for remote customer success roles. In addition, you’ll enjoy:

• Health, dental, and vision coverage for you and your dependents.
• Unlimited paid time off (PTO) to support work‑life balance.
• Generous equity program, giving you a stake in the company’s future.
• Monthly stipend for professional development, including courses, certifications, and conference attendance.
• Flexible work hours and a fully remote setup, allowing you to work from anywhere.

How to Apply

If you’re passionate about helping small businesses thrive through cutting‑edge technology and thrive in a fast‑paced, remote environment, we’d love to hear from you. Submit your resume, a brief cover letter highlighting your relevant experience, and any portfolio or case studies that demonstrate your impact in customer success or technical support.

Join brighthush and be part of a team that’s redefining retail, one intelligent vending machine at a time.