Senior Remote Customer Success & Operations Associate – Leading Customer Delight, Operational Excellence, and Strategic Growth for a Trailblazing Automotive Logistics Platform at brighthush

About brighthush – Pioneering the Future of Automotive Logistics

At brighthush, we’re not just building a logistics platform; we’re redefining the entire automotive supply‑chain ecosystem. By fusing cutting‑edge technology, predictive analytics, and a relentless focus on the end‑user, we empower fleets, carriers, and shippers to slash costs, shave delivery times, and elevate every touchpoint from origin to destination. Our platform delivers real‑time visibility, automated routing, and intelligent decision‑making that transforms how the industry operates.

With a footprint that spans North America and a rapid expansion into Europe and Asia, brighthush sits at the forefront of the digital transformation sweeping the logistics sector. We’re building a future where every shipment is tracked in real time, every stakeholder has instant visibility, and every challenge is turned into an opportunity for improvement. If you are passionate about technology, data, and customer success, and you want to be part of a company that is redefining an entire industry, brighthush is the place for you.

Why Join brighthush?

• Remote‑First Culture: Work from anywhere with a monthly home‑office stipend that covers your setup, internet, and more. Our distributed teams collaborate seamlessly through state‑of‑the‑art communication tools and a culture of trust.
• Growth & Mentorship: Learn from seasoned experts in logistics, technology, and customer success. We invest in your professional development through workshops, certifications, and cross‑functional projects that stretch your skill set.
• Impactful Work: Your contributions directly influence customer satisfaction scores, retention rates, and the overall success of our platform. Every ticket you resolve, every insight you share, and every process you improve has a measurable impact.
• Inclusive Environment: Diversity, equity, and inclusion are core to our values. We celebrate different perspectives and encourage open dialogue, ensuring that every voice is heard.
• Competitive Compensation & Benefits: We offer a comprehensive benefits package, including health, dental, vision, 401(k) matching, paid time off, wellness programs, and more.
• Innovation‑Driven Projects: Participate in quarterly hackathons, product beta tests, and cross‑departmental initiatives that push the boundaries of what’s possible in logistics.
• Global Reach: Work with customers and partners across continents, gaining exposure to diverse markets and business practices.

Role Overview

As a Senior Remote Customer Success & Operations Associate, you will be the frontline champion of our customers’ experience. Your role blends technical support, operational excellence, and customer advocacy to ensure seamless interactions and continuous improvement. You’ll be the voice that turns challenges into opportunities, the bridge that connects product and engineering, and the guardian of our brand’s promise to deliver delight at every touchpoint.

Key Responsibilities

• First‑Line Support: Serve as the initial point of contact for customers via phone, email, and chat, delivering timely, accurate, and empathetic assistance.
• Issue Diagnosis & Resolution: Identify product, integration, and operational issues, troubleshoot root causes, and resolve problems or route them to the appropriate internal teams.
• CRM & Ticket Management: Document all customer interactions in our CRM, ensuring data integrity, actionable insights, and a single source of truth for future reference.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Operations to refine support workflows, create knowledge base articles, and develop training materials.
• Customer Health Analysis: Track and analyze customer health metrics, churn indicators, and satisfaction scores to identify trends and recommend proactive solutions.
• Product Feedback Loop: Participate in weekly cross‑functional stand‑ups, providing candid feedback on product enhancements and customer pain points.
• Onboarding & Enablement: Guide new customers through setup, configuration, and best‑practice usage of the brighthush platform, ensuring a smooth transition from sales to support.
• Process Improvement: Identify bottlenecks in support workflows, propose automation or tooling solutions, and lead initiatives that increase efficiency and reduce resolution time.
• Customer Advocacy: Represent the customer’s voice in internal meetings, championing user experience improvements and ensuring that customer needs drive product evolution.
• Metrics & Reporting: Build and maintain dashboards that track key performance indicators (KPIs) such as ticket volume, resolution time, CSAT, NPS, and churn risk.
• Strategic Account Planning: Collaborate with account managers to develop renewal strategies, upsell opportunities, and long‑term success plans for high‑value clients.
• Data‑Driven Decision Making: Leverage data visualization tools to uncover insights, present findings to leadership, and influence product roadmap decisions.

Essential Qualifications

• Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
• 5+ years of experience in customer success, technical support, or operations within a SaaS or logistics environment.
• Proven track record of managing complex customer issues and driving resolution to high satisfaction.
• Strong analytical skills with the ability to interpret data, identify trends, and recommend actionable improvements.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Experience with CRM platforms (e.g., Salesforce, Zendesk) and knowledge of ticketing systems.
• Comfortable working in a fast‑paced, remote‑first environment with minimal supervision.
• Familiarity with agile methodologies and continuous improvement frameworks.

Preferred Qualifications

• Experience in the automotive logistics or supply‑chain industry.
• Technical background with knowledge of APIs, integrations, and data pipelines.
• Familiarity with data visualization tools (Tableau, Power BI) and SQL.
• Previous involvement in product beta testing or feature rollout initiatives.
• Leadership experience mentoring junior team members or leading cross‑functional projects.
• Knowledge of compliance standards relevant to logistics and data security.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Problem‑solving aptitude and a methodical approach to troubleshooting.
• Strong organizational skills and the ability to juggle multiple priorities.
• Collaborative spirit and the ability to influence stakeholders across departments.
• Adaptability to change and a continuous learning mindset.
• Data‑driven decision making and comfort with metrics‑based performance evaluation.
• Proficiency in remote collaboration tools and asynchronous communication.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth fuels our success. As a Senior Remote Customer Success & Operations Associate, you will:

• Progress to a Customer Success Manager or Operations Lead role, overseeing larger accounts and strategic initiatives.
• Take ownership of cross‑departmental projects that shape the future of our platform.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Earn certifications in customer success, project management, or data analytics through our learning budget.
• Contribute to the company’s product roadmap by translating customer insights into actionable features.
• Explore opportunities to transition into product management, engineering, or data science tracks.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly all‑hands meetings that keep everyone aligned on vision and progress.
• Monthly virtual coffee breaks that foster informal networking.
• Quarterly in‑person retreats that blend team building with strategic planning.
• A culture that celebrates failures as learning opportunities and rewards bold experimentation.
• Asynchronous communication practices that respect personal time while ensuring high responsiveness.
• Inclusive decision‑making processes that value diverse perspectives.

Compensation, Perks, and Benefits

We offer a competitive base salary commensurate with experience, complemented by:

• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match to help secure your future.
• Generous paid time off, including vacation, sick leave, and personal days.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Flexible work hours and a generous home‑office stipend to create your ideal workspace.
• Access to a global network of peers, mentors, and industry experts.
• Equity options that allow you to share in the company’s long‑term success.

How to Apply

If you’re ready to elevate customer success to a strategic partnership, drive operational excellence, and help shape the future of automotive logistics, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush.

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