Associate Team Lead – Tier 2 Customer Support – Driving Excellence in Financial Service Operations at brighthush

About brighthush

brighthush is a trailblazing fintech platform that empowers entrepreneurs, small‑to‑medium enterprises (SMEs), and accounting firms to streamline their financial workflows, automate bookkeeping, and gain real‑time insights into their cash flow. By marrying cutting‑edge technology with deep industry expertise, brighthush delivers a seamless, intuitive experience that lets users focus on growth instead of paperwork.

Founded on the belief that every business deserves a partner that understands its unique challenges, brighthush has grown from a niche SaaS startup to a trusted name in the European fintech ecosystem. Our mission is simple: Support SMEs, empower founders, and democratize financial intelligence.

At brighthush, we pride ourselves on a culture that values transparency, collaboration, resilience, and continuous learning. We operate as a Community of Builders, encouraging every team member to take initiative, share feedback, and contribute to the collective success of the organization.

Role Overview

We are looking for an Associate Team Lead – Tier 2 Customer Support to join our dynamic support organization. In this role, you will act as the operational bridge between the senior Team Lead and a group of 6 to 12 support agents. Your mission is to ensure that every customer interaction reflects brighthush’s commitment to quality, empathy, and efficiency.

As a key player in our support ecosystem, you will:

• Lead daily stand‑ups and manage workload distribution.
• Coach agents on complex tickets, prioritization, and escalation paths.
• Conduct conversation reviews, provide constructive feedback, and drive continuous improvement.
• Track and analyze performance metrics such as first‑response time, resolution time, CSAT scores, and ticket volume.
• Collaborate with cross‑functional teams (Product, Engineering, Ops) to surface user pain points and influence product roadmap.
• Own process optimization initiatives, documentation updates, and tool enhancements.
• Serve as a point of escalation for high‑impact or urgent support cases.

Key Responsibilities

• Team Management & Development – Mentor, coach, and develop a high‑performing support squad, ensuring clarity of roles, expectations, and career pathways.
• Operational Excellence – Monitor daily ticket queues, balance workloads, and maintain service level agreements (SLAs) across all support channels.
• Quality Assurance – Review ticket handling, conduct conversation audits, and implement feedback loops to elevate support quality.
• Data‑Driven Decision Making – Analyze key performance indicators (KPIs), identify trends, and recommend actionable improvements.
• Process & Tool Optimization – Lead initiatives to refine support workflows, update knowledge bases, and integrate new tools that enhance agent productivity.
• Cross‑Functional Collaboration – Partner with Product, Engineering, and Ops teams to translate user insights into tangible product enhancements.
• Escalation Management – Own the resolution of complex, high‑impact tickets, ensuring timely communication with stakeholders.
• Continuous Learning & Knowledge Sharing – Foster a culture of learning by organizing knowledge‑sharing sessions and maintaining up‑to‑date documentation.

Essential Qualifications

• Bachelor’s degree (Bac+3) or equivalent in Accounting, Business Administration, or a related field.
• Minimum of 1 year of proven experience in team management or coaching within a customer support environment.
• Strong analytical mindset with the ability to interpret data, identify root causes, and propose evidence‑based solutions.
• Excellent written and verbal communication skills in French; proficiency in English (B2+) is highly desirable.
• Proficiency with ticketing and knowledge‑base platforms such as Intercom, Zendesk, or Notion.
• Demonstrated ability to thrive in a fast‑moving, evolving SaaS environment.
• Commitment to delivering exceptional customer experiences and a passion for continuous improvement.

Preferred Qualifications (Nice to Have)

• Background in accounting or finance, providing deeper insight into the challenges faced by our SME clients.
• Experience as a frontline support agent, giving you firsthand knowledge of ticket lifecycle and customer pain points.
• Prior exposure to remote or distributed team management.
• Hands‑on experience collaborating with Product, Engineering, or Ops teams on feature development or bug resolution.
• Comfort with leveraging AI and automation tools to streamline support processes.
• Fluency in additional languages (German, Spanish, or Portuguese) to support our expanding European customer base.

Skills & Competencies

• Leadership & Coaching – Ability to inspire, motivate, and develop team members while fostering a culture of accountability.
• Customer‑Centric Mindset – Deep empathy for users, coupled with a data‑driven approach to problem solving.
• Strategic Thinking – Translate operational insights into long‑term process improvements and product enhancements.
• Communication – Clear, concise, and persuasive communication across all levels of the organization.
• Adaptability – Thrive in a dynamic environment, pivoting priorities as business needs evolve.
• Technical Proficiency – Comfortable navigating multiple SaaS tools, integrating data sources, and troubleshooting technical issues.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is shaped by your ambition and performance. As an Associate Team Lead, you will:

• Progress to a full Team Lead role, overseeing larger support squads and influencing broader support strategy.
• Transition into cross‑functional product or operations roles, leveraging your deep customer insights.
• Participate in leadership development programs, mentorship circles, and industry conferences.
• Access continuous learning resources, including internal workshops, external certifications, and a generous learning stipend.

Work Environment & Culture

Our support team operates in a hybrid model, combining remote flexibility with occasional in‑office collaboration in Paris. We celebrate diversity, encourage open dialogue, and reward initiative. Key cultural pillars at brighthush include:

• Radical Trust – Empowered employees make decisions and take ownership.
• Community of Builders – Collaboration across teams fuels innovation.
• Transparency – Open communication channels keep everyone aligned.
• Continuous Feedback – Regular check‑ins, performance reviews, and peer feedback loops.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for mid‑level support leadership.
• Performance‑based bonuses tied to team KPIs and company objectives.
• Equity options, allowing you to share in brighthush’s long‑term success.
• Comprehensive health insurance, including dental and vision coverage.
• Flexible working hours and a hybrid remote‑in‑office model.
• Generous paid time off, parental leave, and wellness programs.
• Professional development budget and access to industry events.

How to Apply

Ready to lead a high‑impact support team and shape the future of fintech customer experience? Submit your application through our careers portal:

Apply to this role at brighthush

Data Privacy & Candidate Rights

brighthush respects your privacy. We process your personal data solely for recruitment purposes. If your application is not successful, we may retain your data for up to two years to build a talent pool. You may request deletion at any time by emailing [email protected]. For more details, review our .

We look forward to welcoming a passionate, customer‑focused leader to our brighthush family. If you thrive in a fast‑paced, collaborative environment and are eager to make a tangible impact on the lives of SMEs across Europe, we encourage you to apply today.