Senior Remote Customer Chat Support Reviewer – AI Workflow Quality Assurance & Policy Compliance Specialist – brighthush

Welcome to brighthush: Pioneering the Future of Customer Experience

At brighthush, we are redefining what it means to support customers in the digital age. Our mission is simple yet ambitious: to blend the analytical power of artificial intelligence with the genuine warmth of human empathy. Every interaction we craft is designed to feel authentic, trustworthy, and scalable—turning routine support into memorable conversations that strengthen brand loyalty.

As the world increasingly relies on AI‑driven chat assistants, the need for meticulous quality assurance has never been greater. We are building a world‑class team of reviewers who serve as the final gatekeeper between raw AI output and real‑world customer interactions. Your expertise will ensure that every response not only meets technical excellence but also upholds the highest standards of tone, policy, and operational integrity.

Why This Role Matters

Customer operations AI is only as good as the people who validate it. In this role, you will bridge the gap between machine learning models and human expectations. By grading responses, flagging risks, and guiding the modeling team, you help shape the next generation of chat assistants that customers trust and love.

Key Responsibilities

• Workflow & Policy Validation: Scrutinize AI‑generated responses against brighthush’s comprehensive playbooks, internal policies, and industry best practices for Remote Customer Chat Support.
• Structured Rubric Grading: Apply a multi‑dimensional rubric to assess tone, escalation logic, stakeholder fit, and overall response quality.
• Risk Identification: Detect and tag operational risks, missed escalations, and policy gaps, assigning severity levels that inform immediate and long‑term remediation.
• Next‑Step Documentation: Record precise corrective actions and next steps for the modeling team, ensuring actionable feedback loops.
• Dispute Resolution: Resolve disagreements between reviewers by referencing published playbooks and firm guidance, maintaining consistency across the review cohort.
• Calibration & Quality Assurance: Participate in inter‑rater calibration cycles to uphold reviewer‑quality scores and refine rubric application.
• Batch Audits: Conduct thorough audits of large batches (e.g., 25‑row sets) to detect drift, report findings, and recommend process improvements.
• Continuous Improvement: Collaborate with the modeling and product teams to refine AI prompts, identify failure modes, and enhance overall system robustness.

Essential Qualifications

• Minimum 2 years of direct experience in customer operations, specifically within Remote Customer Chat Support or a closely related domain.
• Proficiency in applying detailed, multi‑page rubrics consistently across extensive data sets.
• Exceptional written communication skills, with the ability to articulate policy references and workflow logic clearly.
• Unwavering attention to detail and a keen eye for identifying subtle prompt‑level issues that could compromise quality.
• Reliable asynchronous availability for at least 10 hours per week, with flexibility to accommodate peak review periods.
• Strong stakeholder communication skills, capable of collaborating with cross‑functional teams (product, engineering, compliance).

Preferred Experience & Skills

• Background in training, calibrating, or quality‑assuring operations teams.
• Hands‑on experience with AI‑assisted workflow tools and a deep understanding of their failure modes.
• Bilingual proficiency (English plus another language) to support cross‑regional operations.
• Experience with data‑driven quality metrics and continuous improvement frameworks.
• Familiarity with regulatory compliance standards (e.g., GDPR, CCPA) relevant to customer data handling.

Skills & Competencies for Success

• Analytical Thinking: Ability to dissect complex AI responses and identify root causes of quality issues.
• Policy Mastery: Deep understanding of brighthush’s playbooks, industry regulations, and ethical AI guidelines.
• Communication Excellence: Clear, concise, and persuasive written communication that bridges technical and business perspectives.
• Collaboration: Comfortable working with product, engineering, and compliance teams to drive iterative improvements.
• Adaptability: Quick to adjust to evolving AI models, new policies, and shifting business priorities.
• Customer‑First Mindset: Genuine passion for enhancing the customer journey through thoughtful AI interactions.

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is as dynamic as the AI landscape. As a Remote Customer Chat Support Reviewer, you’ll:

• Gain deep expertise in AI safety, policy compliance, and customer experience design.
• Progress into senior review roles, lead calibration teams, or transition into product strategy and AI ethics.
• Participate in cross‑functional workshops, hackathons, and innovation labs that shape the future of AI‑powered support.
• Access continuous learning resources, including industry certifications, internal knowledge bases, and mentorship from senior leaders.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere in the United States, while fostering a sense of community through:

• Weekly virtual coffee chats and monthly all‑hands meetings.
• Collaborative tools (Slack, Notion, Figma) that keep teams connected and projects transparent.
• A culture of psychological safety where every voice is heard and valued.
• Regular feedback loops and performance reviews that focus on growth rather than metrics alone.

Compensation, Perks, and Benefits

As an independent contractor, you’ll receive a competitive hourly rate that reflects your expertise and the value you bring to brighthush. While the exact figure is confirmed post‑interview, you can expect alignment with industry benchmarks for AI quality assurance specialists.

Additional perks include:

• Flexible work schedule with the freedom to choose your own hours.
• Access to a curated library of AI and customer experience courses.
• Annual stipend for home‑office equipment upgrades.
• Opportunity to contribute to open‑source AI safety projects and community initiatives.

How to Apply

Ready to shape the future of customer support? Submit your application through brighthush’s specialist intake portal. We’ll review your background, schedule a brief interview, and outline the project scope and timeline before confirming your contractor terms.

Click the link below to start your journey with brighthush:

Apply to this role at brighthush

Join brighthush – Where AI Meets Empathy

We’re on a mission to deliver AI‑powered customer support that feels human, trustworthy, and scalable. If you’re passionate about quality, policy, and the art of conversation, we want you on our team. Apply today and help us build the next generation of chat assistants that customers will love.