```html
About brighthush
brighthush is more than a food delivery platform; it’s a culinary movement that brings the passion of professional chefs into the homes of millions across the country. Since our founding in 2018, we’ve connected over 50 million ready‑to‑eat meals to hungry customers, and we’re now expanding into a full‑blown marketplace that empowers chefs to create, share, and profit from their craft. Our mission is simple yet ambitious: to make exceptional food accessible, sustainable, and socially responsible for everyone.
At the heart of brighthush lies a culture of curiosity, collaboration, and relentless innovation. We believe that great food is a catalyst for connection, and we’re looking for people who share that belief and want to shape the future of food and customer experience together.
Why Join brighthush?
- Impactful Work – Your insights will directly influence how we serve millions of customers and support our frontline teams.
- Growth Opportunities – From real‑time analytics to strategic workforce planning, you’ll develop a broad skill set that’s highly valued across industries.
- Inclusive Culture – We celebrate diversity, champion equity, and foster an environment where every voice is heard.
- Flexible Remote Work – Design the life you want while contributing to a global mission.
- Competitive Compensation & Perks – From a generous salary to a comprehensive benefits package, we reward your dedication and expertise.
Role Overview
As a Real‑Time Customer Experience Analyst at brighthush, you will partner closely with our Workforce Management (WFM) Analyst and CX leadership to ensure seamless daily operations across our customer experience teams. Your analytical acumen and proactive mindset will help us maintain service level agreements (SLAs), optimize workforce allocation, and deliver actionable insights in real time.
Whether you’re a seasoned analyst or a data enthusiast eager to learn, we provide the training and support you need to thrive. Your day will involve monitoring live metrics, adjusting resources on the fly, and collaborating with cross‑functional teams to keep our service levels high and our customers satisfied.
Key Responsibilities
- Real‑Time Monitoring – Track critical metrics such as service level, average speed of answer, schedule adherence, occupancy, and handle time. Identify deviations and flag potential issues before they impact customers.
- Queue & Agent Management – Observe queue conditions, agent states, workload distribution, and available capacity throughout each shift. Make data‑driven decisions to reallocate resources, manage breaks, and redistribute workload.
- Dynamic Skill‑Ups – Adjust skill sets on the fly to ensure agents can handle the current mix of calls, chats, and other touchpoints.
- Stakeholder Collaboration – Work hand‑in‑hand with the WFM Analyst and CX leadership to align shift coverage with service targets and business priorities.
- Documentation & Reporting – Maintain detailed logs of interventions, staffing changes, and performance shifts. Provide KPI reports and crisis management updates during outages or spikes.
- Continuous Improvement – Participate in initiatives to build dashboards, refine real‑time monitoring tools, and share best practices across teams.
Essential Qualifications
- 3+ months of experience in workforce management roles.
- 6+ months of experience in a call center or customer support environment.
- Strong understanding of contact center metrics: service level, average speed of answer, occupancy, adherence, average handle time, abandonment, and backlog.
- Proficiency in Excel or Google Sheets, including filtering, pivot tables, lookup functions, conditional formulas, and data formatting.
- Ability to interpret live operational metrics and make logical, timely decisions.
- Excellent written and verbal communication skills.
- Strong attention to detail and the capacity to manage multiple priorities.
- Calm, organized, and proactive in fast‑paced environments.
- Willingness to act within established guidelines and to learn new tools and processes.
Nice‑to‑Have Skills
- Familiarity with Zendesk, Slack, Google Sheets, or similar operational tools.
- Experience with Workforce Management platforms such as NICE IEX, Verint, Calabrio, or comparable systems.
- Experience using real‑time dashboards, alerts, or operational reporting.
- Prior exposure to incident communication or escalation processes.
- Experience supporting multichannel Customer Experience operations.
- Certifications in Workforce Management, analytics, Lean, Six Sigma, COPC, or related disciplines.
Preferred Attributes
- Logical Thinking – Back decisions with data, not just instincts.
- Time Management – Juggle tasks and adapt quickly to shifting priorities.
- Clear Communication – Provide crisp, timely updates, especially during change.
- Problem Solving – Act proactively when something feels off.
- Attention to Detail – Catch small issues before they grow.
- Team Collaboration – Work seamlessly with WFM, Ops, and CX teams.
- Willingness to Learn – Stay curious and open to training in workforce management.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent. As a Real‑Time Analyst, you’ll have the chance to:
- Progress into senior analytics roles, such as Workforce Planning Lead or CX Operations Manager.
- Lead cross‑functional projects that shape the future of our customer experience platform.
- Participate in our internal learning hub, which offers courses on data analytics, process improvement, and leadership.
- Attend industry conferences and workshops to stay ahead of emerging trends in contact center technology.
- Benefit from mentorship programs that pair you with seasoned leaders across the organization.
Work Environment & Culture
Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, collaborative team. We value:
- Flexibility – Your schedule can include evenings, weekends, or holidays, with adjustments made to meet business needs.
- Transparency – Open communication channels across all levels.
- Innovation – Access to AI tools like ChatGPT and Claude to help you work smarter.
- Well‑being – A comprehensive wellness program, including gym memberships, meditation apps, and mental health resources.
- Community – Regular virtual team‑building events, hackathons, and volunteer opportunities.
Compensation & Benefits
We offer a competitive salary of USD 930 per month for the Shift 1 schedule (Sunday–Wednesday: 12:00 PM – 9:00 PM; Saturday: 6:00 AM – 3:00 PM). In addition, you’ll enjoy:
- 15 days of paid vacation from the start date.
- Monthly healthcare stipend to use with your preferred provider.
- 5‑year sabbatical: After five years, receive a 4‑week paid sabbatical.
- Paid family leave and compassionate leave (3‑5 days per occurrence).
- Customizable benefits through our comprehensive platform, including learning opportunities, wellness memberships, delivery app credits, and more.
- AI‑forward workplace tools to boost productivity.
- Personalized English coaching to support professional growth.
Application Process
- Application Review – Submit your English‑language resume.
- Preliminary Assessment – Complete a take‑home test to showcase your analytical skills.
- Hiring Manager Interview – Discuss your experience, problem‑solving approach, and fit with brighthush culture.
- Reference Check – Verify your professional background.
- Offer – Receive a formal offer and onboarding details.
Safety & Security Notice
We’re committed to protecting your personal data. If you receive any suspicious messages or requests for payment, please report them immediately. All official communications will come from @brighthush.com email addresses and our verified LinkedIn page.
Ready to Make a Difference?
If you’re passionate about data, thrive in dynamic environments, and want to help shape the future of customer experience for a leading food platform, we want to hear from you. Join brighthush and turn your analytical skills into real‑world impact.
``` Apply for this job