Department: Customer Support Employment Type: Full Time Location: Warwick Description Who are we? At Bright, we create cutting-edge software for accounting, payroll, tax, and practice management, supported by a team of talented individuals who are passionate about making a difference. Together, we lead the industry with innovative solutions and unparalleled customer support. We’re all about creating opportunities for businesses to succeed—and for you to shine. Join us, and be part of a supportive, collaborative team that values your voice and contributions. Why join us? We believe in empowering people to grow professionally while maintaining balance in their lives. At Bright, you’ll work in a dynamic, inclusive environment that supports your personal and career aspirations. What You'll Do We're looking for someone to help us revolutionise customer support using AI! You'll build and manage our smart self-service system that helps customers get answers instantly, 24/7. Think of yourself as the bridge between cutting-edge AI technology and real customer needs. Help us deflect 50% of support tickets (about 7,500 monthly cases) through intelligent automation, making life better for both customers and our support team. Key Responsibilities AI Platform Management Configure and optimise our Forethought.ai system integrated with Zendesk Train AI models to provide accurate, helpful responses Monitor performance and continuously improve response quality Data-Driven Decision Making Analyse support ticket patterns to identify automation opportunities Use data insights to prioritise which content will have the biggest impact Track success metrics and report on improvements Knowledge Base Development Create clear, helpful self-service content that customers actually want to use Transform complex payroll concepts into simple, actionable guidance Keep content fresh and accurate through regular reviews Cross-Team Collaboration Work with support agents to capture their expertise and best practices Partner with our Head of AI on technical strategy Collaborate with Customer Success to understand customer pain points What We're Looking For Must-Have Experience 3 years in customer support with strong analytical skills Experience with help desk systems (Zendesk preferred) Comfort with data analysis (Excel, SQL, or similar tools) Technical aptitude and eagerness to learn AI platforms Bonus Points For Experience with AI/automation tools (especially Forethought.ai) Payroll software knowledge Knowledge management or content strategy background Project management experience What Success Looks Like We'll measure your impact through: Case deflection rate - How many customers get instant answers Reduced wait times - Fewer calls means faster service for everyone Customer satisfaction - Happy customers who found what they needed Content effectiveness - Knowledge base articles that actually help Why This Role Matters You'll be at the forefront of AI-powered customer experience, directly improving how thousands of customers interact with our platform. This isn't just about technology—it's about creating genuine value for real people whilst positioning yourself as an expert in one of the fastest-growing areas of customer service. Growth Opportunities Lead AI projects across other customer touchpoints Become our go-to expert on AI automation Shape our company-wide AI strategy Share your successes at industry events Work Style This role combines independent analytical work with collaborative teamwork. You'll need to balance technical implementation with a genuine focus on customer outcomes. If you enjoy solving puzzles, working with data, and making customers' lives easier, this could be perfect for you. Benefits Include 25 days annual leave Company pension Health Insurance Hybrid working opportunities On-site parking Employee Assistance Programme Educational Assistance Company Events Bike to Work At Bright, we celebrate individuality and create opportunities for everyone to succeed. If you’re passionate about building solutions that make a difference, we’d love to hear from you.