Customer Experience Specialist – FinTech & Financial Services – Remote, Night & Weekend Coverage – CRM & VIP Account Management Expert

About brighthush

brighthush is a trailblazing, AI‑native private bank that empowers business owners with a full suite of banking, credit, payments, and financial operations solutions. By marrying cutting‑edge artificial intelligence with a deep understanding of the modern entrepreneur’s needs, brighthush delivers a frictionless, highly personalized banking experience that scales with your business. Our mission is simple: to make financial services smarter, faster, and more accessible for the next generation of business leaders.

Why Join brighthush?

At brighthush, we’re not just building a bank – we’re redefining what it means to manage money in the digital age. As a Customer Experience Specialist, you’ll be at the frontline of that transformation, turning complex challenges into seamless solutions for our clients. You’ll work in a culture that celebrates curiosity, embraces innovation, and rewards impact. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your voice matters and your growth is a priority.

Key Responsibilities

• Resolve Complex Customer Issues: Act as the primary point of contact for high‑impact inquiries, diagnosing root causes and delivering timely, accurate resolutions.
• VIP Account Management: Provide dedicated support to our premium clientele, ensuring their banking experience is smooth, proactive, and exceeds expectations.
• Cross‑Functional Collaboration: Partner with product, engineering, risk, and compliance teams to relay customer feedback, influence feature development, and streamline issue escalation.
• Process Improvement: Identify recurring pain points, propose enhancements to support workflows, and help implement best practices across the customer service organization.
• Data‑Driven Insight: Maintain accurate records in our CRM, analyze ticket trends, and generate actionable reports for leadership.
• Night & Weekend Coverage: Operate during extended hours to support our global client base, ensuring 24/7 service availability.

Essential Qualifications

• Fluent in English, both written and spoken.
• Minimum of 2 years of customer support experience within the fintech or broader financial services sector.
• Proficiency with CRM platforms such as Zendesk, Salesforce, or equivalent systems.
• Strong analytical and problem‑solving skills, with the ability to handle high‑volume, high‑complexity tickets.
• Excellent communication skills, capable of translating technical concepts into clear, client‑friendly language.
• Demonstrated ability to work independently, manage time effectively, and maintain composure under pressure.
• Availability to cover night and weekend shifts as required.

Preferred Qualifications

• Experience with additional collaboration tools such as Linear, Slack, Notion, and Google Sheets.
• Knowledge of banking regulations, risk management, or compliance frameworks.
• Prior exposure to AI‑driven customer service solutions or data‑centric product environments.
• Multilingual capabilities beyond English.
• Previous experience in a remote or distributed team setting.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Adaptability: Thrives in a fast‑moving fintech landscape, quickly learning new tools and processes.
• Collaboration: Works seamlessly with cross‑functional teams to drive customer‑focused outcomes.
• Data Literacy: Ability to interpret metrics, identify trends, and recommend data‑driven improvements.
• Time Management: Prioritizes tasks effectively, especially during high‑volume periods.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As a Customer Experience Specialist, you’ll have the chance to:

• Advance into senior support roles or transition into product, engineering, or risk management positions.
• Participate in continuous learning programs, including certifications in CRM administration, data analytics, and fintech compliance.
• Engage in mentorship initiatives, pairing you with seasoned leaders who can guide your professional development.
• Contribute to strategic projects that shape the future of AI‑powered banking, giving you a direct impact on the industry.

Work Environment & Culture

brighthush champions a culture of transparency, collaboration, and innovation. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in Canada, with a fully equipped home office stipend.
• Inclusive, diverse teams that value every perspective.
• Regular virtual town halls, hackathons, and knowledge‑sharing sessions.
• Access to cutting‑edge tools and technologies that keep you at the forefront of fintech.
• Supportive leadership that listens, responds, and acts on employee feedback.

Compensation, Perks & Benefits

While the base salary for this contract role ranges from CAD 60,000 to CAD 100,000 per year, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive hourly rates aligned with industry standards.
• Health, dental, and vision insurance options.
• Flexible paid time off and holiday schedule.
• Professional development budget for courses, conferences, and certifications.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Annual performance bonuses and recognition programs.

How to Apply

If you’re ready to bring your customer‑service expertise to a forward‑thinking fintech company, we’d love to hear from you. Submit your application through the link below, and let’s explore how you can help shape the future of banking at brighthush.