About brighthush
brighthush is a forward‑thinking technology partner that empowers businesses to deliver world‑class customer experiences at scale. With a mission to blend human empathy with intelligent automation, we help organizations transform their support operations into agile, data‑driven ecosystems. Our remote‑first culture values collaboration, continuous learning, and a passion for solving complex problems. If you thrive in an environment where innovation meets impact, brighthush is the place to shape the future of customer support.
Role Overview
As the Senior Program Manager – Customer Support Enablement & AI Integration, you will architect and launch a comprehensive support enablement program from the ground up. Your work will directly influence how our support agents and AI agents collaborate, ensuring that every customer interaction is efficient, accurate, and delightfully human. You will partner with cross‑functional teams, drive data‑backed improvements, and champion a culture of continuous learning across a fully remote workforce.
Key Responsibilities
- Knowledge Base Design & Maintenance – Build, curate, and evolve a dynamic knowledge repository that serves both agents and AI systems. Ensure content is accurate, searchable, and aligned with brand voice.
- Training Program Development – Create engaging, role‑specific training modules that elevate agent performance and facilitate smooth AI integration. Leverage micro‑learning, simulations, and real‑time feedback loops.
- Workflow & Documentation Redesign – Lead the transition from AI‑assisted to AI‑native support models. Map current processes, identify bottlenecks, and design streamlined, automated workflows that reduce friction.
- Cross‑Functional Collaboration – Work closely with Product, Engineering, Data Science, and Marketing to surface content gaps, align on feature releases, and embed support insights into product roadmaps.
- Data‑Driven Decision Making – Analyze support metrics (CSAT, NPS, first‑contact resolution, agent utilization) to identify improvement opportunities. Translate insights into actionable program enhancements.
- AI Tool Integration & Optimization – Evaluate, implement, and refine AI tools (chatbots, NLP engines, recommendation systems) that augment agent capabilities and improve customer outcomes.
- Change Management & Adoption – Champion adoption of new knowledge assets and AI workflows across a distributed team. Conduct workshops, create adoption playbooks, and monitor uptake.
- Continuous Improvement & Innovation – Stay abreast of industry trends, emerging AI technologies, and best practices in support enablement. Propose pilot projects and iterate based on results.
Essential Qualifications
- Minimum of 4 years’ experience in support operations, enablement, or knowledge management within high‑volume, remote‑first environments.
- Proven track record of building and managing knowledge bases using platforms such as Zendesk, Notion, Confluence, or similar.
- Strong background in designing training programs that measurably improve agent performance and AI integration.
- Advanced analytical skills: proficiency in SQL, Excel, or BI tools to interpret support data and drive operational improvements.
- Hands‑on experience with AI tools (e.g., chatbots, NLP, machine learning pipelines) that enhance work processes.
- Excellent written and verbal communication skills, with the ability to translate complex concepts into clear, actionable guidance.
- Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and deliver results in a fast‑paced environment.
Preferred Qualifications
- Experience in a SaaS or tech‑centric customer support setting.
- Knowledge of content management systems (CMS) and knowledge graph technologies.
- Familiarity with agile methodologies and experience working in cross‑functional squads.
- Background in instructional design or learning & development.
- Certifications in project management (PMP, ScrumMaster) or knowledge management.
Skills & Competencies
- Strategic Thinking – Ability to envision long‑term support enablement strategies that align with business goals.
- Project Management – Expertise in planning, executing, and closing projects on time and within scope.
- Data Literacy – Comfortable turning raw data into insights that inform decisions.
- Collaboration & Influence – Skilled at building relationships across departments and influencing stakeholders.
- Adaptability – Thrive in a dynamic environment, quickly pivoting to new priorities or technologies.
- Customer‑Centric Mindset – Deep empathy for customers and a drive to improve their experience at every touchpoint.
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. You will have access to:
- Mentorship from senior leaders in product, engineering, and AI research.
- Annual learning budget for courses, certifications, and conferences.
- Opportunities to lead cross‑functional initiatives that shape the company’s support strategy.
- Clear career pathways into Director of Support Enablement, Head of AI Ops, or Product Management roles.
Work Environment & Culture
Our remote‑first model empowers you to work from anywhere while staying connected through:
- Weekly virtual town halls and team stand‑ups.
- Collaborative tools (Slack, Miro, Notion) that foster real‑time communication.
- Inclusive culture that celebrates diversity, equity, and belonging.
- Flexible work hours that respect work‑life balance.
Compensation & Benefits
While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with experience and market benchmarks.
- Performance‑based bonuses tied to support metrics and program milestones.
- Comprehensive health, dental, and vision insurance.
- 401(k) matching and financial wellness resources.
- Unlimited paid time off and paid parental leave.
- Wellness stipend, mental health support, and access to virtual fitness classes.
- Equity options for eligible employees.
How to Apply
Ready to lead the next wave of customer support innovation? Submit your resume, a cover letter detailing your experience with knowledge bases and AI integration, and any relevant portfolio or case studies. We look forward to exploring how your expertise can help brighthush set new standards in customer experience.
Apply for this job