Customer Support Specialist – brighthush – Remote, Full‑Time, Client Success & Technical Support

About brighthush

brighthush is a trailblazer in the fintech ecosystem, delivering cutting‑edge software that empowers alternative lending institutions to extend credit to individuals who have historically been excluded from traditional banking. Since joining the brighthush family in 2021, we have grown into a dynamic, mission‑driven organization that thrives on innovation, customer obsession, and a relentless pursuit of excellence. Our platform is a fully customizable, end‑to‑end solution that streamlines loan origination, marketing, collections, analytics, and reporting—giving our clients the agility to serve underserved markets with speed and precision.

Why brighthush?

At brighthush, we believe that technology can be a catalyst for financial inclusion. With over 4 billion people worldwide lacking access to mainstream financial services, every line of code, every support ticket, and every training session we deliver has a tangible impact on real lives. Our culture is built on collaboration, continuous learning, and a shared commitment to creating meaningful change. We celebrate diversity, champion inclusion, and reward high performance with autonomy, growth opportunities, and a supportive environment that nurtures both personal and professional development.

Position Overview

As a Customer Support Specialist at brighthush, you will serve as the trusted point of contact for a portfolio of 20–40 clients across the United States and Canada. You will be the frontline champion who ensures that every customer interaction—whether via phone, chat, or email—is handled with professionalism, accuracy, and a friendly tone. Your role will be pivotal in maintaining client satisfaction, driving product adoption, and feeding valuable insights back to our product and engineering teams.

Key Responsibilities

• Client Interaction & Issue Resolution: Manage incoming support requests, triage emails and calls, create tickets, and resolve issues efficiently. Handle everything from password resets to complex functionality questions.
• Real‑Time Assistance: Provide live support through phone, chat, and email, ensuring timely responses and follow‑ups that guarantee resolution and client satisfaction.
• Knowledge Management: Research and document solutions to complex issues, leveraging historical data, past tickets, and internal knowledge bases.
• Cross‑Functional Collaboration: Work closely with Developers, Business Analysts, and Product Managers to investigate, troubleshoot, and resolve technical challenges.
• Process Improvement: Gather client feedback, propose enhancements, and contribute to continuous improvement initiatives across the support organization.
• Training & Enablement: Train clients on new releases, updates, and best practices, ensuring they can fully leverage the platform’s capabilities.
• Team Engagement: Participate in team meetings, training sessions, webinars, and knowledge‑sharing forums to stay aligned with product roadmaps and support strategies.

Essential Qualifications

• Minimum of 2 years of experience in technical customer support, preferably in a high‑growth or startup environment.
• Strong service‑oriented mindset with a proven track record of delivering exceptional customer experiences.
• Proficiency with Microsoft Office, database concepts, and remote access tools.
• Comfortable learning new technologies quickly, including chatbots, automated ticketing systems, and AI‑enhanced help desk platforms.
• Excellent verbal and written communication skills, with the ability to translate technical guidance for non‑technical audiences.
• Analytical, detail‑oriented, and highly organized, with strong critical thinking and problem‑solving abilities.
• Experience working in a fully remote environment, with a self‑motivated, proactive approach to time management.

Preferred Qualifications

• Experience in the fintech or alternative lending space.
• Knowledge of loan origination systems, marketing automation, or collections platforms.
• Familiarity with CRM tools such as Salesforce or HubSpot.
• Experience with data analytics and reporting tools.
• Previous exposure to Agile development processes.

Skills & Competencies

• Customer‑centric communication: empathy, clarity, and tone‑management.
• Technical troubleshooting: root‑cause analysis, debugging, and documentation.
• Collaboration: working effectively with cross‑functional teams in a virtual setting.
• Adaptability: thriving in a fast‑paced environment with frequent product updates.
• Continuous learning: staying current with industry trends, new tools, and best practices.
• Time management: juggling multiple priorities while meeting SLAs and deadlines.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the fintech landscape. You will work under a Senior Manager who brings a coaching mindset, dedicated to refining your skills and unlocking your potential. The organization offers:

• Structured mentorship programs and regular performance reviews.
• Access to internal learning platforms, certifications, and industry conferences.
• Clear pathways to advance into senior support roles, product management, or technical engineering.
• Opportunities to contribute to product roadmaps and influence the next generation of features.

Work Environment & Culture

Our remote-first culture means you can work from anywhere in the United States or Canada, as long as you align with our core business hours (9 a.m. – 6 p.m. ET). We foster a collaborative, inclusive environment where ideas are valued, and every team member’s voice matters. Regular virtual town halls, hackathons, and informal coffee chats keep the community vibrant and connected.

Compensation & Benefits (General Overview)

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for technical support specialists.
• Performance‑based bonuses tied to customer satisfaction metrics and product adoption.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) or RRSP matching contributions.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work schedule and fully remote work setup.
• Professional development stipend and access to industry certifications.
• Employee wellness programs, including mental health resources and virtual fitness classes.

How to Apply

If you are passionate about delivering world‑class customer support, thrive in a fast‑moving fintech environment, and want to make a real difference in financial inclusion, we want to hear from you. Click the link below to submit your application and join the brighthush team.

Apply to brighthush Today

Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate diversity in all its forms and are committed to creating an inclusive environment where everyone can thrive. If you have a disability or require accommodations during the hiring process, please let us know—we are dedicated to ensuring a fair and supportive experience for all candidates.

Interview Process

Step 1 – Virtual Screening: A brief conversation with a Talent Advisor to discuss your background and the role’s fit.

Step 2 – Technical & Customer Service Assessment: A virtual interview with the Senior Manager, Customer Success, and the Team Lead to evaluate your technical knowledge and customer‑centric approach.

Step 3 – Leadership Insight: A final virtual meeting with the Director of Operations to explore your alignment with brighthush’s mission and growth strategy.

We value your time and are committed to a transparent, respectful interview experience. Accommodations are available upon request for all stages of the selection process.

Join brighthush – Where Technology Meets Purpose

At brighthush, you will be part of a mission‑driven team that is reshaping the future of lending. Your expertise will directly empower institutions to serve millions of underserved individuals, unlocking financial freedom and opportunity. If you are ready to bring your passion for customer success, technical excellence, and continuous improvement to a company that values impact, growth, and collaboration, apply today and help us light the way to a brighter financial future.