[Remote] Customer Experience Support Journey Manager at Brightseed

Charlotte, North Carolina, United States

Apply Now

Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

6+ years in product, CX, or operations with support and/or retention journey ownership
Strong fluency in conversational analytics, QA systems, ticketing workflows, billing/credits; SQL/BI a plus
Experience deploying AI/automation in triage, agent-assist, QA insights, and proactive support
Proven cross-functional leadership and crisp communication skills
Customer-obsessed
Empathetic & outcomes-driven
Data- & AI-informed
Systems thinker
Bias for action
Collaborative
Compliant & ethical by design

Responsibilities

Define the Help journey vision and north-star metrics (FCR, repeat-contact rate, containment, save rate, complaint rate, churn/win-back, cost-to-serve, NPS/CSAT)
Build a 12–18-month roadmap across proactive support, intelligent routing, agent-assist, cancel/return flows, final bill transparency, and win-back
Maintain a prioritized backlog based on quantified losses (e.g., repeat contacts, transfer loops, billing/RMA complaints)
Lead agile ceremonies and iterative delivery with Care, Billing, Digital, Network, Logistics, and IT
Run A/B tests, pilots, and feature flags—including AI-powered capabilities—with clear success criteria
Use VoC/VoA, conversational analytics, QA scores, outage telemetry, ticket/case logs, and billing/RMA data to diagnose issues
Build dashboards for contact reasons, FCR, containment, save rate, cancellation reasons, RMA cycle time, credit/fee disputes, and win-back conversion
Partner with Data/ML to deploy predictive models (issue risk, cancel intent, likelihood-to-save, refund/credit propensity)
Work with Care/Retention, Billing/Finance, Network/Ops, Digital/E-commerce, Field/Logistics, Legal/Compliance, and Training/QA to ensure readiness and alignment
Finalize scripts, disclosures, playbooks, and training before launch; monitor KPIs post-launch
Set OKRs and publish bi-weekly progress updates
Tie improvements to business value (FCR↑, repeat↓, save rate↑, churn↓, win-back↑, cost-to-serve↓) and validate via control/readouts

Skills

Brightseed

AI platform for discovering health-boosting compounds

About Brightseed

Brightseed discovers beneficial compounds in nature that can enhance human health using artificial intelligence. Their Forager® platform identifies bioactive compounds—small molecules from plants and microbes that positively affect biological functions. They also offer Brightseed™ Bio Gut Fiber, which contains bioactives that support gut health. By partnering with companies, Brightseed provides insights into bioactives and their health benefits, aiming to unlock the potential of these compounds.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$123.8MTotal Funding

GRANTCompany Stage

AI & Machine Learning, HealthcareIndustries

51-200Employees

Benefits

Hybrid work flexibility

Medical, dental, & vision

Unlimited PTO

Life insurance

EAP

401(k) plan

Mental health platform

Employee discounts

Cell phone & commuter costs

Parental leave

Risks

Increased competition from established brands like Centrum in the bioactive market.

Over-reliance on partnerships like Manitoba Harvest could limit market reach.

Regulatory scrutiny poses challenges as Brightseed expands in the health and wellness sector.

Differentiation

Brightseed uses AI to discover bioactives, accelerating discovery from years to months.

Forager® A.I. maps bioactives to health outcomes with unprecedented accuracy and speed.

Brightseed's Bio Gut Fiber is made from upcycled hemp hulls, appealing to eco-conscious consumers.

Upsides

Growing consumer interest in personalized nutrition boosts demand for Brightseed's bioactive products.

Rising gut health awareness increases demand for Brightseed's gut health-focused bioactives.

Regulatory support for bioactives in supplements facilitates Brightseed's market expansion.

Land your dream remote job 3x faster with AI

Try Jobo Free