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About brighthush
brighthush is a trailblazing fintech company on a mission to redefine the way the next generation manages, builds, and grows their money. With a mobile-first, customer‑centric platform, we empower millions of users to take control of their financial future through intuitive banking, borrowing, and educational tools. As a remote‑first organization, we bring together top talent from around the globe, fostering a culture of ownership, curiosity, and relentless improvement.
Our vision is simple: democratize financial literacy and provide the tools that enable people to thrive. We’re backed by a powerful media and entertainment ecosystem that gives us unparalleled reach and the ability to scale our impact at a pace that few traditional banks can match. At brighthush, you’ll be part of a high‑velocity team that blends technology, data, and human empathy to create experiences that matter.
Role Overview
We’re looking for an AI-Driven Customer Support Specialist who thrives at the intersection of customer service excellence and cutting‑edge automation. In this role, you will own the end‑to‑end design, implementation, and optimization of AI‑powered support workflows that elevate customer satisfaction while driving operational efficiency.
You don’t need to be a software engineer, but you should be energized by the challenge of connecting platforms, crafting prompts, and automating repetitive tasks. If you love dissecting processes, spotting friction points, and building scalable solutions that make a real difference for our users, this is the perfect fit.
Key Responsibilities
- Workflow Analysis: Map current support processes, identify bottlenecks, and surface opportunities for automation.
- Automation Design: Build and maintain scalable AI‑driven workflows that reduce ticket volume, shorten resolution times, and improve CSAT scores.
- Prompt Engineering: Craft, test, and refine AI prompts for real‑world support scenarios, ensuring accuracy and relevance.
- Integration Management: Monitor, troubleshoot, and iterate on API connections, webhooks, and system integrations across our tech stack.
- Cross‑Functional Collaboration: Partner with Engineering, Product, and Operations to align automation initiatives with business goals.
- Adoption & Training: Champion automation adoption across the support organization, creating documentation and training materials.
- Roadmap Ownership: Own a clear automation roadmap, set measurable KPIs, and report progress to leadership.
Essential Qualifications
- 5–7+ years of hands‑on experience in customer support, technical support, or automation operations.
- Deep understanding of customer service dynamics and support tooling (ticketing systems, knowledge bases, etc.).
- Proven ability to deconstruct complex workflows into logical, repeatable steps.
- Customer‑first mindset: prioritizing outcomes over ticket volume.
- Detail‑oriented with a habit of refining systems based on real‑world feedback.
Preferred Qualifications
- Experience crafting, testing, and refining AI prompts (prompt engineering).
- Familiarity with data flows between systems, APIs, and JSON parsing.
- Hands‑on knowledge of ticketing platforms, webhooks, and automation tools.
- Background in roles such as Support Operations Manager, Technical Support Engineer, Implementation Consultant, Business Analyst, Solutions Engineer, or SaaS Admin.
- Unexpected but valuable backgrounds: QA Engineers, Product Ops, Revenue Ops, or Customer Success Managers with technical expertise.
Skills & Competencies
- Systems Thinking: Ability to see the big picture while managing granular details.
- Technical Curiosity: Passion for exploring new tools, APIs, and AI capabilities.
- Communication: Translate complex technical concepts into clear, actionable language for non‑technical stakeholders.
- Project Leadership: Drive cross‑functional initiatives, remove roadblocks, and influence decision‑makers.
- Data‑Driven Decision Making: Use metrics and logs to iterate and improve automation continuously.
- Agility & Resilience: Thrive in a fast‑moving environment, learning quickly and experimenting fearlessly.
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. You’ll have access to:
- Mentorship from senior leaders in engineering, product, and operations.
- Regular hackathons and innovation sprints focused on AI and automation.
- Professional development budget for courses, certifications, and conferences.
- Clear career tracks into Product Management, Engineering, or Customer Experience Leadership.
- Opportunity to shape the future of our support platform and influence company‑wide strategy.
Work Environment & Culture
brighthush is a remote‑first, inclusive workplace that values:
- Ownership: Every team member is empowered to make decisions that impact our users.
- Customer Obsession: We live and breathe the customer journey, constantly iterating to improve.
- Speed & Urgency: Rapid experimentation and deployment are the norm.
- Collaboration: Cross‑functional teams work side‑by‑side, sharing knowledge and celebrating wins.
- Diversity & Inclusion: We actively foster a culture where every voice is heard and valued.
Compensation & Benefits
We offer a competitive base salary, performance‑based bonuses, and equity that reflects your contribution to our growth. Our benefits package includes:
- Comprehensive medical, dental, and vision coverage.
- Company‑paid life insurance and disability plans.
- 401(k) plan with company match.
- Flexible vacation policy and paid company holidays.
- 12 weeks of paid parental leave with flexible return‑to‑work options.
- Fully‑furnished home office stipend and technology package.
- Wellness stipend and access to mental health resources.
How to Apply
If you’re ready to bring your passion for customer support and automation to a company that’s reshaping the financial landscape, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the AI‑Driven Customer Support Specialist role at brighthush.
brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other status protected by applicable law.
We are committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and interview process. If you need an accommodation, please let us know at careers@brighthush.com and we’ll work with you to provide appropriate support.
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