About brighthush
brighthush is a trailblazing, AI‑first consumer technology company that has redefined the way families shop, learn, and thrive. With a vibrant ecosystem that spans e‑commerce, health, finance, and experiential retail, brighthush serves millions of customers every year and is on a mission to make every interaction seamless, personalized, and delightfully human. Our culture is built on curiosity, data‑driven decision making, and a relentless focus on customer experience. As we scale, we’re looking for visionary leaders who can shape the future of support and empower our teams to deliver world‑class service at scale.
Why This Role Matters
Customer support is the heartbeat of any consumer‑facing business. At brighthush, we’re transitioning from a traditional support model to an AI‑native one, where human agents and intelligent agents collaborate to solve problems faster and more accurately. The Program Manager, Customer Support Enablement will be the architect of this transformation, building the systems, processes, and knowledge base that will enable both humans and AI to thrive. This is a greenfield opportunity to create a new discipline—AI‑native CS enablement—within a tech‑first organization. Your work will directly influence key metrics such as chatbot deflection, AI copilot adoption, and customer satisfaction scores.
Key Responsibilities
- Build the CS Enablement Program from Scratch – Design and launch the end‑to‑end framework that keeps agents (human and AI) up‑to‑date with product changes, policy updates, and best practices.
- Develop a Robust Knowledge Base – Own the creation, organization, and continuous improvement of a scalable knowledge repository (using tools such as Zendesk, Gladly, Help Scout, Notion, Guru, or similar) that serves as the single source of truth for both humans and AI systems.
- Engineer AI‑Native Workflows – Re‑architect support processes so that AI is the default operating model. This includes structuring content for AI consumption, crafting effective prompts, and defining the boundary between automated and human‑owned interactions.
- Design and Deliver Impactful Training – Create onboarding programs, process roll‑outs, and AI workflow enablement sessions that change how agents work and increase adoption rates.
- Analyze Support Data & Drive Continuous Improvement – Use ticket trends, contact drivers, and resolution times to identify gaps, prioritize fixes, and iterate on workflows and knowledge content.
- Establish Feedback Loops – Build mechanisms for frontline agents to provide real‑time feedback on AI performance, SOP clarity, and knowledge gaps, ensuring the system evolves with the business.
- Collaborate Across Functions – Partner with BizOps, Product, Analytics, and engineering teams to align on priorities, share insights, and deliver integrated solutions.
- Champion AI Adoption – Lead the implementation of an AI copilot, driving usage to 90%+ of agent interactions by ensuring the copilot is genuinely useful, well‑prompted, and continuously refined.
- Document & Standardize Processes – Write clear, actionable SOPs for complex scenarios, audit fragmented workflows, and embed AI considerations from the outset.
- Measure Success & Report Impact – Track key performance indicators such as chatbot deflection rates, AI adoption, CSAT, and escalation reduction, and communicate results to leadership.
Essential Qualifications
- 10+ years of experience in support operations, enablement, or knowledge management within high‑volume, fast‑moving environments.
- Proven track record of building and scaling knowledge bases from scratch, ensuring accuracy, relevance, and AI‑readiness.
- Deep understanding of hybrid AI‑human support architectures, including prompt engineering, content structuring for LLMs, and human‑in‑the‑loop design.
- Strong analytical mindset: ability to interpret support metrics, identify root causes, and translate insights into actionable improvements.
- Exceptional written communication skills, with experience authoring SOPs, training materials, and internal documentation.
- Hands‑on experience with AI tools (ChatGPT, Claude, Gemini, etc.) and a passion for leveraging AI to enhance productivity.
- Demonstrated ability to lead cross‑functional initiatives, influence stakeholders, and drive change in a matrixed organization.
- Experience in a tech‑first consumer company is highly desirable.
Preferred Qualifications
- Experience with AI copilot or chatbot development and deployment.
- Knowledge of data privacy and compliance standards relevant to customer support.
- Background in product management or business operations, providing a holistic view of the customer journey.
- Familiarity with agile methodologies and rapid iteration cycles.
Core Skills & Competencies
- Strategic Thinking & Visionary Leadership
- Operational Excellence & Process Optimization
- AI & Machine Learning Literacy
- Data Analysis & Insight Generation
- Stakeholder Management & Influence
- Training & Development Design
- Change Management & Adoption
- Communication & Storytelling
Career Growth & Learning Opportunities
At brighthush, your career trajectory is as dynamic as the products we build. As the pioneer of AI‑native CS enablement, you’ll:
- Own a high‑impact function that shapes the future of customer experience across the entire organization.
- Collaborate with senior leaders in product, engineering, and analytics, gaining exposure to cross‑functional strategy.
- Lead initiatives that directly influence revenue‑generating metrics, giving you a clear, measurable impact on the business.
- Access continuous learning resources, including AI workshops, industry conferences, and internal knowledge hubs.
- Be positioned for advancement into Director or VP roles in Customer Experience, Product, or AI Strategy.
Work Environment & Culture at brighthush
Our culture is defined by:
- Remote‑First Flexibility – Work from anywhere in the U.S. or Canada, with a distributed team that values autonomy and results.
- Data‑Driven Decision Making – Every initiative is backed by metrics, experimentation, and continuous feedback.
- AI as a Core Capability – AI tools are integrated into daily workflows, not treated as experiments. You’ll have immediate access to leading models like Claude and ChatGPT.
- Collaborative Spirit – Twice‑annual in‑person gatherings foster deep relationships, while daily stand‑ups and cross‑team channels keep the momentum alive.
- Growth Mindset – We invest in your professional development, offering mentorship, training, and the opportunity to lead high‑visibility projects.
Compensation & Benefits
We offer a competitive, market‑based compensation package that reflects your expertise and the impact of your role.
- Base Salary – $140,000 to $170,000, commensurate with experience and location.
- Performance Bonuses – Annual bonuses tied to individual and company performance metrics.
- Equity – Opportunity to participate in brighthush’s equity program, aligning your success with the company’s growth.
- Health & Wellness – Company‑paid medical, dental, and vision insurance.
- Retirement & Savings – 401(k) with company match and flexible spending accounts.
- Paid Time Off – Generous PTO, paid parental leave, and a company‑wide “Winter Wonder Week” where everyone takes a paid week off at year‑end.
- Remote Work Stipend – Allowance to set up a productive home office.
- Wellness & Lifestyle Perks – Access to mental health resources, parenting support, childcare assistance, and financial planning tools.
How to Apply
If you’re ready to build the future of customer support at a tech‑first consumer company, we’d love to hear from you. Submit your application through our careers portal and join a team that values innovation, data, and the human touch.
Join brighthush – Where Innovation Meets Customer Delight
At brighthush, you’ll be part of a mission‑driven organization that empowers families and transforms the way people shop, learn, and grow. Your work will shape the customer experience for millions, drive operational excellence, and pioneer AI‑native support at scale. If you’re passionate about building systems that empower people, thrive in a fast‑paced environment, and want to make a measurable impact, this is the role for you.
Apply today and help us create the next generation of customer support—smart, scalable, and truly human.
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