About brighthush
brighthush is a trailblazing leader in the sustainable outdoor furniture market, turning reclaimed plastics into stylish, eco‑friendly products that bring nature into homes and businesses worldwide. With a commitment to circular economy principles, brighthush blends cutting‑edge design, advanced manufacturing, and responsible sourcing to create furniture that is as durable as it is beautiful. Our mission is to reduce plastic waste while delivering high‑quality, climate‑positive products that inspire people to live more sustainably.
As part of our growth strategy, we are expanding our customer experience team to ensure every interaction with our brand reflects the same level of excellence that defines our products. We are looking for a motivated, analytical, and tech‑savvy individual to join our Quality Assurance & AI Optimization Analyst role. This position is perfect for someone who thrives in a fast‑paced environment, loves to dig into data, and is passionate about shaping the future of conversational AI.
Why brighthush?
- Impactful Work: Your insights will directly influence how customers interact with our brand, ensuring a seamless, human‑like experience across all touchpoints.
- Innovation at Scale: Work with industry‑leading AI tools, chatbots, and customer service platforms to pioneer new ways of engaging customers.
- Remote Flexibility: Fully remote role with an initial on‑site training session in Syracuse, Indiana, allowing you to work from anywhere in the United States.
- Growth & Development: Access to continuous learning, mentorship, and a clear career path within the customer experience and AI domains.
- Culture of Sustainability: Join a company that not only sells sustainable products but also practices sustainability in its operations, culture, and community engagement.
Key Responsibilities
As a Quality Assurance & AI Optimization Analyst, you will be the guardian of our customer experience quality and the catalyst for AI-driven improvements. Your day‑to‑day tasks will include:
- Evaluating customer conversations across multiple channels (email, chat, phone) to ensure compliance with brand standards and regulatory requirements.
- Developing, refining, and maintaining quality assurance frameworks, scoring rubrics, and best‑practice guidelines for customer service teams.
- Collaborating with AI product owners to optimize chatbot scripts, intent recognition, and response accuracy.
- Analyzing conversation data to identify patterns, pain points, and opportunities for AI enhancement.
- Creating detailed reports and dashboards that translate data insights into actionable recommendations for cross‑functional teams.
- Conducting regular audits of AI‑driven interactions to validate performance against key metrics such as CSAT, NPS, and first‑contact resolution.
- Working closely with the Customer Experience, Product, and Engineering teams to implement iterative improvements and monitor post‑deployment impact.
- Staying current with emerging AI technologies, industry trends, and best practices in conversational UX.
- Participating in the initial on‑site training in Syracuse, Indiana, to immerse yourself in brighthush’s culture, processes, and product knowledge.
Essential Qualifications
- Minimum of 2 years of experience in customer service quality assurance, conversation evaluation, or a related field.
- Hands‑on experience with Zendesk, including ticketing, reporting, and workflow automation.
- Proficiency with AI tools and chatbot platforms such as NiCE, Ada, or similar.
- Strong analytical mindset with the ability to translate data into clear, actionable insights.
- Excellent written and verbal communication skills in English.
- Self‑directed, highly organized, and capable of managing multiple priorities in a fast‑paced environment.
- Comfortable working remotely with occasional on‑site visits as required.
Preferred Qualifications
- Experience with AI training data preparation, intent mapping, or natural language processing (NLP) workflows.
- Knowledge of customer experience metrics such as CSAT, NPS, and FCR, and how to drive improvements through QA.
- Familiarity with data visualization tools (Tableau, Power BI, or similar) for reporting and dashboard creation.
- Background in sustainability or environmental stewardship, aligning with brighthush’s mission.
- Previous exposure to the manufacturing or consumer goods sector.
Skills & Competencies
- Data Analysis: Ability to sift through large volumes of conversation logs, identify trends, and quantify quality gaps.
- AI & Conversational Design: Understanding of how chatbots learn, how intents are structured, and how to refine AI responses.
- Quality Assurance Methodology: Familiarity with QA frameworks, scoring rubrics, and continuous improvement cycles.
- Communication: Clear, concise writing for reports and presentations; strong listening skills for stakeholder collaboration.
- Problem‑Solving: Creative thinker who can propose innovative solutions to complex customer experience challenges.
- Collaboration: Comfortable working cross‑functionally with product, engineering, and marketing teams.
- Adaptability: Thrives in a dynamic environment where priorities shift and new technologies emerge.
Career Growth & Learning Opportunities
At brighthush, we believe that every team member’s growth fuels our collective success. As a Quality Assurance & AI Optimization Analyst, you will:
- Progress into senior QA roles, AI product ownership, or customer experience strategy positions.
- Gain exposure to AI research, data science, and product development, opening doors to roles in AI engineering or UX research.
- Participate in our internal “Innovation Lab,” where employees pitch and prototype new AI features.
- Access to a curated learning library, including courses on AI, data analytics, and customer experience best practices.
- Mentorship from senior leaders in customer experience, AI, and sustainability.
- Opportunities to attend industry conferences, webinars, and workshops at no cost.
Work Environment & Company Culture
brighthush fosters a culture that values curiosity, collaboration, and sustainability. Our remote-first approach is complemented by:
- Weekly virtual town halls where leadership shares updates and celebrates wins.
- Monthly “Sustainability Spotlight” sessions featuring projects that reduce our environmental footprint.
- Annual retreats in Syracuse, Indiana, where teams bond, brainstorm, and recharge.
- Flexible work hours that respect work‑life balance and accommodate diverse time zones.
- A transparent, merit‑based promotion system that rewards performance and initiative.
Compensation, Perks, and Benefits
While specific figures are tailored to experience and location, brighthush offers a competitive package that includes:
- Base salary commensurate with industry standards for entry‑level QA and AI roles.
- Performance‑based bonuses tied to quality metrics and AI improvement milestones.
- Comprehensive health, dental, and vision insurance plans.
- 401(k) retirement plan with company match.
- Generous paid time off, including vacation, sick leave, and personal days.
- Remote work stipend to support home office setup.
- Employee wellness program, including mental health resources and fitness subsidies.
- Annual sustainability stipend for eco‑friendly purchases or community projects.
How to Apply
Ready to shape the future of customer experience at a company that cares about the planet? Click the link below to submit your application and join brighthush’s mission to create a cleaner, greener world—one conversation at a time.
Join brighthush Today!
We’re excited to welcome a passionate, data‑driven analyst who will help us elevate every customer interaction. If you’re eager to blend quality assurance with AI innovation, thrive in a remote environment, and contribute to a sustainable future, we want to hear from you. Apply now and become an integral part of brighthush’s journey toward a cleaner, more connected world.
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