Customer Service Representative Lead – Remote Treasury Management Care Center – Bilingual (Spanish Preferred) – PST Shift – Career Growth & Leadership Opportunity

About brighthush

brighthush is a leading financial services organization dedicated to delivering innovative treasury management solutions that empower businesses of all sizes. Our people are the heart of our success, and we pride ourselves on fostering an inclusive, collaborative, and forward‑thinking workplace where every employee feels respected, valued, and inspired to contribute to our shared mission. As a remote‑first employer, brighthush offers flexible work arrangements, cutting‑edge technology, and a culture that celebrates diversity, continuous learning, and exceptional customer experiences.

Why This Role Matters

Our customers rely on brighthush’s Treasury Management Care Center for timely, accurate, and personalized support. As a Customer Service Representative Lead, you will be the escalation point for complex inquiries, mentor a high‑performing team, and champion the CARES model that defines our service excellence. This is a unique opportunity to blend hands‑on problem solving with leadership, shaping the future of customer service at brighthush while advancing your own career.

Key Responsibilities

• Advanced Customer Support: Receive, investigate, and resolve complex product and service inquiries across all communication channels (phone, email, chat, and social).
• Escalation Management: Act as the primary escalation point for high‑impact issues, conduct root‑cause analysis, and coordinate with senior stakeholders to implement lasting solutions.
• Team Coaching & Mentorship: Provide day‑to‑day coaching, performance feedback, and career development guidance to a team of customer service representatives.
• CARES Model Delivery: Consistently apply the CARES framework—Connect, Acknowledge, Resolve, Empathize, and Follow‑up—to ensure every interaction exceeds expectations.
• Documentation & Knowledge Sharing: Accurately document interactions, update knowledge‑base articles, and share best practices across the Care Center.
• Collaboration with Service Partners: Partner with product, risk, and compliance teams to address recurring issues and improve service processes.
• Performance Recommendations: Analyze team metrics, identify trends, and recommend performance improvement plans to management.
• Workflow Coordination: Assist in scheduling, workload balancing, and resource allocation to maintain optimal service levels.

Essential Qualifications

• Minimum Associate’s degree or equivalent combination of education, certifications, and experience.
• At least 3 years of progressive customer service experience, preferably within financial services or a related regulated industry.
• Demonstrated ability to handle complex, high‑stakes customer issues with professionalism and poise.
• Strong analytical skills with a proven track record of root‑cause analysis and process improvement.
• Excellent written and verbal communication skills; bilingual proficiency in Spanish is highly preferred.
• Proficiency with CRM platforms, ticketing systems, and Microsoft Office Suite (especially Excel and Outlook).
• Ability to work independently in a remote environment while maintaining a quiet, secure, and confidential workspace.
• Commitment to brighthush’s core values of customer focus, risk management, integrity, and continuous improvement.

Preferred Skills & Competencies

• Leadership & Coaching: Experience leading a team, delivering constructive feedback, and fostering a culture of accountability.
• Decision‑Making & Critical Thinking: Ability to assess risk, prioritize actions, and make sound judgments under pressure.
• Technical Savvy: Comfortable navigating multiple digital channels and troubleshooting technical issues.
• Relationship Building: Skilled at establishing trust with customers and internal partners.
• Fraud Detection & Prevention: Knowledge of common fraud patterns and the ability to act swiftly to mitigate risk.
• Continuous Improvement Mindset: Passion for identifying inefficiencies and implementing scalable solutions.

Work Schedule & Location

This is a fully remote position based in the Pacific Standard Time (PST) zone. Core hours are 8:00 AM – 5:00 PM PST (11:00 AM – 8:00 PM EST). Occasional in‑office meetings may be required based on business needs, but the primary work environment will be your home office.

Compensation & Benefits

Base Salary: $37,500 – $75,000 annually, commensurate with experience, geographic location, and demonstrated expertise. This role is also eligible for performance‑based incentives tied to individual, team, and company outcomes.

Comprehensive Benefits Package (for eligible full‑time employees)

• Medical, dental, and vision coverage with a Health Savings Account (HSA) option.
• Life insurance for employee and dependents, short‑ and long‑term disability protection.
• Retirement savings plans including 401(k) with brighthush match, pension, and stock purchase programs.
• Flexible Spending Accounts (FSAs) for dependent care and health expenses.
• Paid parental, maternity, and adoption leave.
• Generous paid time off: up to 25 vacation days per year, 11 paid holidays, and 9 occasional absence days.
• Wellness initiatives with financial incentives, mental‑health resources, and employee assistance programs.
• Professional development reimbursement, tuition assistance, and access to industry certifications.
• Remote‑work stipend for home office setup, high‑speed internet, and ergonomic equipment.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibility. As a Customer Service Representative Lead, you will have direct exposure to senior leadership, cross‑functional projects, and strategic initiatives. Opportunities include:

• Pathways to senior management positions such as Customer Experience Manager or Operations Lead.
• Access to a robust learning portal featuring courses on risk management, advanced communication, and leadership.
• Mentorship programs pairing you with experienced executives.
• Participation in innovation labs focused on improving digital customer journeys.

Culture & Work Environment at brighthush

Our culture is built on four pillars:

• Inclusion: We celebrate diverse perspectives and ensure every voice is heard.
• Collaboration: Teams work across borders and time zones, leveraging technology to stay connected.
• Integrity: Ethical decision‑making and compliance are non‑negotiable.
• Customer‑Centricity: Every action is guided by the goal of delivering exceptional value to our clients.

Remote employees enjoy virtual coffee chats, quarterly team‑building retreats, and an internal social platform that fosters community and recognition.

Application Process & Accommodations

brighthush is committed to providing an accessible hiring experience. If you require a reasonable accommodation to participate in any stage of the recruitment process, please email [email protected] with “accommodation request” in the subject line, including your name, job ID, and preferred contact method. You may also call 877‑968‑7762 and say “Workday” for assistance. All information will be kept confidential.

Equal Opportunity Employer

brighthush provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. We comply with all applicable federal, state, and local regulations.

Ready to Join brighthush?

If you are passionate about delivering world‑class service, thrive in a fast‑paced, remote environment, and are eager to lead a talented team toward continuous improvement, we want to hear from you. Apply today and become a pivotal part of brighthush’s mission to redefine treasury management excellence.