Customer Experience Associate I – Borrower Support Specialist – Empowering Transparent Lending Solutions at brighthush
About brighthush
Since 2018, brighthush has been redefining consumer lending by building transparent, intuitive products that empower service‑based businesses—think HVAC contractors, veterinary practices, auto repair shops, and more. Our mission is simple: give small‑to‑mid‑size businesses the financial tools they need to grow, while ensuring borrowers experience a frictionless, trustworthy process.
brighthush is built on the expertise of a leadership team that has previously led industry pioneers such as Lending Club, affirm, and Varo Money. Backed by top-tier venture capital—Insight Partners, Greylock, Quadrille, and Bain Capital Ventures—our company is well‑capitalized and positioned for rapid expansion. With $84 million in funding, we have invested heavily in people, technology, and responsible partnership growth.
Our commitment to excellence has earned us industry accolades, including a #21 ranking on the 2024 Inc. 5000, #15 on the 2024 Deloitte Fast 500, the 2024 Best Embedded Finance Solution award from Banking Tech Awards, the 2023 Best Consumer Lending Program award from Tearsheet, and the 2023 Best Point‑of‑Sale Product award from Fintech Breakthrough. Yet the most meaningful recognition comes from our customers: a sky‑high Net Promoter Score of 79—more than double the average for financial services and SaaS companies.
These achievements are the result of a culture that prioritizes customer obsession, rapid iteration, ownership, and humility. brighthush has been named a Great Place to Work in several categories, including Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance.
We’re in it for the long haul, and we’re looking for people who share our passion for building something special together.
The Role
As a Customer Experience Associate I – Borrower Support Specialist at brighthush, you will be the frontline advocate for our borrowers. You will guide them through every step of the financing journey—applications, approvals, payments, repayments, refunds, and account inquiries—using clarity, empathy, and precision. Your work will protect consumer trust in high‑stakes lending conversations and help shape the future of support at brighthush.
We are an AI‑forward company, and we value candidates who are curious, adaptable, and eager to leverage AI tools to improve customer outcomes. You will have the opportunity to experiment with cutting‑edge technology, share best practices, and influence the evolution of our support processes.
Key Responsibilities
- Deliver Exceptional Borrower Support – Provide timely, accurate assistance via phone, chat, and email. Set clear expectations for next steps, follow‑ups, and escalations.
- Navigate Consumer Lending with Care – Follow lending regulations, company policies, and established procedures. Identify risks, complaints, or issues that require review and partner cross‑functionally to resolve them responsibly.
- Own Customer Outcomes – Take ownership of borrower issues from first contact through resolution. Coordinate with Product, Engineering, Risk, and Operations to deliver timely answers and keep borrowers informed.
- Turn Customer Contacts into Insights – Identify recurring pain points, process gaps, product friction, and operational opportunities. Share insights with Product, Engineering, Risk, Operations, Merchant Success, and other stakeholders to improve documentation, workflows, macros, and scalable fixes.
- Embrace AI and Continuous Improvement – Use AI tools to enhance speed, quality, and efficiency while preserving empathy, accuracy, privacy, and trust. Share best practices, explore new ways of working, and remain flexible as business needs evolve.
Essential Qualifications
- Bachelor’s degree preferred.
- Minimum of 2 years of experience in customer support, customer success, financial services, operations, or a related customer‑facing role.
- Proficiency in leveraging AI tools to improve support workflows or operational efficiency.
- Comfortable spending the majority of Apply for this job