```html
Why brighthush?
At brighthush, we are redefining the way service‑based businesses connect with their customers. Our end‑to‑end SaaS platform empowers more than 745,000 enterprises worldwide—spanning home services, health, and wellness—to accelerate growth, streamline operations, and boost customer loyalty. By delivering modern digital and mobile experiences, we turn everyday interactions into predictable, informed, and convenient moments that delight both customers and service professionals.
Our portfolio of industry‑focused solutions—originally known as EverPro, EverHealth, and EverWell—has been unified under the brighthush brand to provide a seamless, vertically‑tailored experience. From scheduling and dispatch to invoicing, payments, reputation management, and deep business insights, our technology stack is the backbone of thriving service businesses.
We are building an extraordinary company and are looking for talented, energetic, and motivated people to join our mission‑driven team. If you thrive in a fast‑moving, innovative environment and want to shape the future of customer experience (CX) for a global SaaS leader, read on.
Role Overview
As a Customer Experience Systems Strategist on the Systems Operations team, you will own the strategy, implementation, and continuous optimization of the technology that powers our CX teams across the brighthush portfolio. You will be the bridge between business objectives and cutting‑edge AI‑driven CX platforms, ensuring that every touchpoint—from chatbots to knowledge bases—delivers measurable value and a world‑class experience.
This role is fully remote within the United States, with occasional travel to our corporate headquarters in Denver, Colorado, or other North American offices as needed.
Key Responsibilities
- Strategic CX Technology Leadership: Define, own, and execute the roadmap for CX technology implementations across all brighthush business units, guiding projects from discovery through launch and ongoing refinement.
- Platform Implementation & Expansion: Lead the deployment and scaling of Fin (formerly Intercom) and other AI‑powered CX solutions, ensuring seamless integration with existing systems and alignment with business goals.
- Cross‑Functional Partnership: Collaborate closely with CX leaders, Operations partners, Product managers, and Engineering to translate business pain points, workflows, and customer journeys into robust technology solutions.
- Process & Content Enablement: Work with CX teams to develop the processes, knowledge articles, and training materials required for successful AI‑driven service experiences.
- Platform Ownership: Oversee implementation and optimization of Customer Support, Customer Success, knowledge management, conversation intelligence, telephony, and CRM platforms.
- Architecture & Governance: Define system architecture, integration points, workflow automations, permission models, reporting structures, and governance standards to ensure scalability and compliance.
- Data Migration & Consolidation: Lead data migration initiatives and system consolidations when businesses transition between CX platforms, guaranteeing data integrity and minimal disruption.
- Project Management Excellence: Manage multiple cross‑functional initiatives simultaneously, maintaining clear project plans, risk registers, decision logs, and stakeholder communications.
- Thought Leadership & Innovation: Stay current on emerging AI and CX technologies, proactively identifying opportunities to enhance customer experiences while driving operational efficiency.
Essential Qualifications
- 5+ years of hands‑on experience implementing, administering, or owning CX, Customer Support, or Customer Success SaaS platforms.
- Demonstrated expertise with Fin or a comparable AI‑powered customer service platform (highly preferred).
- Proven track record leading technology implementations from requirements gathering and solution design through launch, adoption, and post‑launch optimization.
- Deep understanding of Customer Support/Success operations, including case management, routing, automation, knowledge management, self‑service portals, customer communications, and reporting.
- Experience designing or implementing hybrid workflows that blend AI, automation, and human assistance.
- Strong analytical ability to translate complex business requirements into scalable, repeatable technology solutions.
- Exceptional written and verbal communication skills, with the ability to convey technical concepts to non‑technical stakeholders.
- Comfort operating in a fast‑paced, multi‑business environment with competing priorities.
- Meticulous attention to detail combined with strategic thinking about the broader customer experience.
Preferred (Nice‑to‑Have) Experience
- Implementation of AI agents, chatbots, or generative AI within Customer Support or Success organizations.
- Hands‑on experience with platforms such as Zendesk, Salesforce Service Cloud, Planhat, ChurnZero, or similar CX/CS tools.
- Successful consolidation of multiple Customer Support or Success organizations onto a unified technology stack.
- Background working in a multi‑brand, portfolio, or SaaS organization.
- Experience building business cases and measuring ROI for CX technology and automation investments.
What You’ll Gain – Career Growth & Learning
At brighthush, your professional development is a priority. You will:
- Work alongside senior CX architects and AI specialists, gaining exposure to cutting‑edge technologies and industry best practices.
- Lead high‑visibility projects that directly impact the revenue and satisfaction of thousands of service‑based businesses.
- Access a robust learning budget for certifications, conferences, and advanced training in AI, data analytics, and CX strategy.
- Participate in a mentorship program that pairs you with experienced leaders across product, engineering, and operations.
- Have a clear promotion pathway—from Specialist to Senior Strategist, then to CX Operations Lead or Director of CX Technology.
Work Environment & Culture at brighthush
brighthush is a globally distributed organization with teams in the U.S., Canada, the U.K., New Zealand, and Australia. Our culture is built on four pillars:
- Customer‑Centric Innovation: We obsess over delivering value to our customers and empower teams to experiment with bold ideas.
- Collaboration Across Borders: Remote‑first mindset, flexible work hours, and a commitment to inclusive communication ensure every voice is heard.
- Growth Mindset: Continuous learning is celebrated; we provide resources, time, and support for personal and professional advancement.
- Integrity & Diversity: We champion an environment where diverse perspectives thrive, and ethical standards guide every decision.
Whether you prefer a home office, a co‑working space, or occasional in‑person collaboration at our Denver hub, you’ll find the flexibility to work in the way that best supports your productivity and well‑being.
Compensation, Perks & Benefits
- Competitive Base Salary: $100,000 – $115,000 USD (adjusted for location, market, and experience).
- Performance‑Based Bonus: Annual incentive tied to individual and company outcomes.
- Equity Participation: Employee Stock Purchase Program (ESPP) to share in brighthush’s long‑term success.
- Retirement Savings: 401(k) with up to a 4% company match and immediate vesting.
- Health & Wellness: Comprehensive medical, dental, vision coverage from Day 1, plus an annual wellness stipend.
- Flexible Time Off (FTO): Generous paid time off policy encouraging work‑life balance.
- Remote Flexibility: Choose to work fully remote, hybrid, or from an office location if you’re near one of our hubs.
- Learning & Development: Annual education allowance, internal tech talks, and access to industry conferences.
- Technology Stipend: Home‑office equipment budget to create an ergonomic workspace.
Commitment to Inclusion
brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability. Your unique perspective will help us build better products and serve a broader range of customers.
AI‑Enabled Workplace
We leverage approved artificial intelligence tools to enhance efficiency, quality, and innovation. While AI can accelerate many tasks, all AI‑generated content must comply with our policies on confidentiality, data security, intellectual property, accuracy, and mandatory human review.
Ready to Transform CX at brighthush?
If you are passionate about shaping the future of customer experience, love solving complex technical challenges, and thrive in a collaborative, remote‑first environment, we want to hear from you. Join us and be a catalyst for the next wave of AI‑driven service excellence.
``` Apply for this job