Customer Experience & Operations Specialist – Real‑Time RegTech Support & Client Success Lead
About brighthush
brighthush is a high‑growth, Series‑B RegTech SaaS provider and boutique consulting practice that empowers financial services firms to tackle the most complex regulatory, data, and operational challenges. With a market‑leading platform that delivers real‑time, end‑to‑end transaction reporting and reconciliation, brighthush is redefining what’s possible in regulatory compliance. Our unique hybrid model blends deep‑expertise consulting with cutting‑edge technology, enabling us to embed within client teams and drive measurable, lasting impact.
Since launching in 2019, brighthush has grown to a global team of 140 professionals, backed by private‑equity investment and strategic partnerships with industry leaders such as the London Stock Exchange Group and Snowflake. We are on a relentless mission to shape the future of financial services through innovation, and we’re looking for top‑tier talent to join us on the next phase of our journey.
Why This Role Matters
As a Customer Experience & Operations Specialist, you will be the frontline champion for our live‑support ecosystem. You’ll manage day‑to‑day client requests, triage issues, and ensure that every interaction reflects brighthush’s commitment to precision, speed, and proactive problem‑solving. Your work will directly influence client satisfaction, product adoption, and the continuous improvement of our platform.
Key Responsibilities
- First‑Line Support Champion: Serve as the primary point of contact for all BAU client requests, triaging tickets, prioritising incidents, and escalating complex issues to the appropriate internal teams.
- Trend Analysis & Process Improvement: Analyse ticket data to uncover recurring patterns, operational bottlenecks, and potential product enhancements. Translate insights into actionable recommendations for engineering, onboarding, and product teams.
- Client Relationship Stewardship: Maintain regular, transparent communication with clients through calls, emails, and status updates. Build trust by delivering timely, accurate information and anticipating client needs.
- Cross‑Functional Collaboration: Work closely with Onboarding, Engineering, Regulatory Intelligence, and Product teams to resolve complex issues, ensuring a seamless client experience.
- Operational Excellence: Execute and validate BAU pipelines and routine tasks according to defined procedures. Monitor SLA compliance and proactively flag risks to keep response times on target.
- Knowledge Management: Document processes, update the knowledge base, and contribute to continuous improvement initiatives that elevate the support function.
- Proactive Issue Resolution: Anticipate potential client pain points, initiate pre‑emptive actions, and drive solutions before problems become critical.
About You – Essential & Preferred Qualifications
- Client‑Facing Experience: Proven track record in client support, operations, or technical support within financial services, fintech, or RegTech environments.
- Financial Acumen: Understanding of financial instruments, transaction flows, and regulatory reporting requirements is highly desirable.
- Analytical Mindset: Strong problem‑solving skills, pattern recognition, and the ability to translate data into actionable insights.
- Communication Excellence: Exceptional written and verbal communication skills; ability to explain complex technical concepts to non‑technical stakeholders.
- Operational Discipline: Ability to manage multiple tickets and tasks simultaneously, prioritise effectively, and adhere to defined processes.
- Technical Literacy: Comfortable navigating SaaS platforms, operational tools, and data pipelines; experience with fintech or RegTech systems is a plus.
- Collaboration & Team Spirit: Works seamlessly across Onboarding, Engineering, and Regulatory Intelligence teams to deliver outstanding client outcomes.
- Proactivity: Anticipates client issues and takes initiative to prevent escalation.
Key Behaviours & Cultural Fit
- Empathetic and professional client engagement.
- Strong investigative and problem‑solving mindset.
- Adaptable to fast‑paced, evolving environments.
- Commitment to accuracy, documentation, and process compliance.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent through continuous learning and cross‑disciplinary exposure. As a Customer Experience & Operations Specialist, you will:
- Gain deep insight into regulatory technology, data science, and product development.
- Participate in mentorship programs with senior leaders across consulting and engineering.
- Lead initiatives that shape the future of our support platform and client success framework.
- Access to industry conferences, certifications, and internal training modules.
Work Environment & Culture
brighthush thrives on a flat, collaborative structure that empowers every team member to contribute ideas directly to senior leadership. Our culture is defined by:
- Transparency: Open communication channels and visible impact of your work.
- Innovation: A culture that encourages experimentation and rapid iteration.
- Inclusivity: A diverse, respectful workplace where all voices are heard.
- Ownership: A builder’s mindset that rewards initiative and results.
Compensation & Perks
While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:
- Base salary aligned with market benchmarks for RegTech support roles.
- Performance‑based bonuses tied to client satisfaction and operational metrics.
- Equity options as part of our long‑term incentive plan.
- Comprehensive health, dental, and vision insurance.
- Flexible work arrangements, including remote and hybrid options.
- Generous paid time off, parental leave, and wellness programs.
- Continuous learning stipend and access to industry events.
Equal Opportunity & Inclusive Hiring
brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are based on business needs, role requirements, and individual qualifications, without regard to race, age, religion, gender, sexual orientation, disability, or any other protected characteristic.
Ready to Make an Impact?
If you’re passionate about delivering exceptional client experiences, thrive in a fast‑paced, innovative environment, and want to help shape the future of RegTech, we want to hear from you. Join brighthush and become part of a team that values ownership, collaboration, and continuous improvement.