Customer Operations Specialist – Client‑Facing Financial Services & SaaS Support Expert (Remote – India)

Why Join brighthush?

At brighthush, we are redefining the RegTech landscape with a cutting‑edge SaaS platform that empowers financial institutions to navigate complex regulatory, data, and operational challenges. As a fast‑growing Series B scale‑up, we blend the agility of a boutique consulting practice with the scalability of a world‑class technology provider. Our mission is to turn compliance into a competitive advantage, and we do it by delivering intuitive, secure, and highly configurable solutions that our clients love. If you thrive in a dynamic, high‑impact environment where every interaction matters, brighthush is the place where your career can accelerate.

Position Overview

We are seeking an enthusiastic Customer Operations Specialist to become the trusted voice of brighthush for our global client base. This role sits at the intersection of finance, technology, and customer success, requiring a blend of analytical rigor, strong communication skills, and technical fluency with SaaS platforms. You will be the first line of defense for client inquiries, the analyst who uncovers trends in support tickets, and the process champion who ensures seamless service delivery—all while working remotely from anywhere in India.

Key Responsibilities

• Client Support Management: Serve as the primary point of contact for brighthush’s financial services clients, handling inbound inquiries via email, chat, and ticketing systems with professionalism and empathy.
• Request Triage & Prioritization: Quickly assess the severity and impact of each request, route tickets to the appropriate internal teams, and ensure SLA compliance.
• Ticket Trend Analysis: Monitor, categorize, and analyze support tickets to identify recurring issues, product gaps, or training opportunities, and present actionable insights to product and engineering teams.
• Process Documentation: Create and maintain clear, step‑by‑step SOPs for common support scenarios, contributing to a knowledge base that empowers both clients and internal stakeholders.
• Cross‑Functional Collaboration: Partner with Sales, Implementation, Product, and Engineering to resolve complex client problems and to feed client feedback into product roadmaps.
• Continuous Improvement: Propose enhancements to support workflows, automation tools, and self‑service resources to increase efficiency and client satisfaction.
• Metrics & Reporting: Track key performance indicators such as first‑response time, resolution time, CSAT scores, and ticket volume trends, delivering regular reports to leadership.

Essential Qualifications

• Minimum 1‑2 years of client‑facing experience in financial services, fintech, or technical support environments.
• Demonstrated ability to analyze data, spot patterns, and translate findings into clear recommendations.
• Strong written and verbal communication skills in English; ability to convey technical concepts to non‑technical audiences.
• Technical literacy with SaaS platforms, including familiarity with ticketing tools (e.g., Zendesk, Freshdesk, ServiceNow) and CRM systems.
• Proven track record of managing multiple tasks simultaneously while adhering to defined processes and deadlines.
• High degree of professionalism, empathy, and a customer‑first mindset.
• Residency in India with reliable high‑speed internet and a suitable home office setup.

Preferred Qualifications

• Bachelor’s degree in Business, Finance, Computer Science, or a related field.
• Experience working in a regulated industry (e.g., banking, insurance, capital markets).
• Exposure to regulatory technology (RegTech) solutions or compliance software.
• Familiarity with data analytics tools such as Excel, Power BI, or Tableau.
• Knowledge of Agile methodologies and experience collaborating with product development teams.
• Multilingual abilities, especially in regional Indian languages, to support a diverse client base.

Skills & Tools

• Customer Relationship Management (CRM) platforms – Salesforce, HubSpot, or similar.
• Ticketing & Help‑Desk software – Zendesk, Freshdesk, ServiceNow, or comparable.
• Data analysis – Advanced Excel, Google Sheets, Power Query, or basic SQL.
• Collaboration suites – Slack, Microsoft Teams, Google Workspace.
• Documentation – Confluence, Notion, or similar knowledge‑base tools.
• Basic understanding of cloud environments (AWS, Azure, GCP) is a plus.

Career Growth & Learning Opportunities

brighthush is committed to investing in its people. As a Customer Operations Specialist, you will have a clear pathway to advance into senior support roles, Customer Success Management, or even Product Management, depending on your interests and performance. We provide:

• Mentorship Programs: Pairing with senior leaders and industry veterans to accelerate skill development.
• Continuous Education: Access to online courses, certifications (e.g., ITIL, Certified Customer Success Manager), and industry conferences.
• Cross‑Departmental Rotations: Opportunities to spend short stints with Product, Engineering, or Sales to broaden your business acumen.
• Performance‑Based Promotions: Transparent criteria for moving from entry‑level to senior specialist, lead, or manager positions.

Work Environment & Culture at brighthush

Our culture is built on three pillars: innovation, integrity, and impact. We foster a collaborative, inclusive, and high‑trust environment where ideas are judged on merit, not hierarchy. Key cultural attributes include:

• Remote‑First Flexibility: Work from anywhere in India with a results‑oriented mindset.
• Transparent Communication: Regular all‑hands, town‑halls, and open‑door policies with leadership.
• Diversity & Inclusion: Active employee resource groups, inclusive hiring practices, and celebration of cultural festivals.
• Well‑Being Focus: Mental‑health days, wellness stipend, and virtual social events to keep the team connected.

Compensation, Perks & Benefits

While exact figures will be discussed during the interview process, successful candidates can expect a competitive salary aligned with market standards for entry‑level roles in India, along with:

• Performance‑based bonuses and annual salary reviews.
• Comprehensive health insurance covering medical, dental, and vision.
• Retirement savings plan (PF contribution) with company matching.
• Generous paid time off, including sick leave, public holidays, and vacation days.
• Professional development budget for courses, certifications, and conferences.
• Technology allowance for home‑office equipment (monitor, ergonomic chair, headset).
• Employee referral program with attractive rewards.

Application Process

If you are passionate about delivering exceptional client experiences, love digging into data to uncover insights, and thrive in a fast‑moving fintech environment, we want to hear from you. To apply, click the link below and submit your resume, a brief cover letter highlighting your relevant experience, and any supporting documentation (certifications, portfolio, etc.). Our recruitment team will review your application promptly and reach out to schedule a conversation.

Apply To This Job

Join brighthush and make a tangible difference in the world of financial compliance.

We look forward to welcoming a dedicated Customer Operations Specialist who will help us elevate client satisfaction, drive operational excellence, and shape the future of RegTech. Apply today and start your journey with brighthush!