Customer Support Specialist – FinTech & Banking Solutions – Customer Experience Champion – Remote
About brighthush
brighthush is on a mission to redefine the way startups and small businesses manage their finances. Since launching in 2019, we’ve grown to serve over 300,000 entrepreneurs worldwide, providing a seamless, cloud‑based banking stack that blends modern technology with the reliability of traditional banking partners. Our platform empowers founders to focus on growth while we handle the complexities of payments, cash flow, and regulatory compliance. At brighthush, we’re not just building software; we’re building a community of innovators who trust us to keep their financial foundations strong.
Why Join brighthush?
Working at brighthush means being part of a fast‑moving, high‑impact team that values curiosity, empathy, and continuous improvement. You’ll collaborate with product, engineering, and partner teams to shape the future of fintech, while delivering world‑class support to a diverse, global customer base. We champion a culture of transparency, inclusion, and learning—every voice is heard, and every idea has the potential to change the industry.
Key Responsibilities
- Multi‑Channel Support Excellence – Respond to user inquiries via chat, email, and phone with a consistent tone of warmth and professionalism.
- Account Management & Issue Resolution – Process account requests, handle card disputes, manage missing payments, coordinate card shipments, and troubleshoot any other user‑initiated actions.
- Product Evangelist – Guide customers through our platform, translating complex banking concepts into clear, actionable steps. Identify moments where users may need additional guidance and proactively offer solutions.
- Root Cause Analysis – Detect patterns in recurring issues, pinpoint systemic flaws, and collaborate with engineering to design bug‑free, user‑friendly fixes.
- Partner Liaison – Communicate user feedback to our banking partners, working closely with them to refine processes and improve service quality.
- Content Creation – Author help articles, FAQs, and knowledge‑base entries that empower users to solve problems independently.
- Process Improvement – Evaluate internal tools, suggest enhancements, and implement automation to streamline support workflows.
- Compliance & Risk Support – Assist with regulatory and compliance tasks, ensuring all customer interactions meet industry standards.
- Relationship Building – Foster lasting, positive relationships with users, turning every interaction into an opportunity to delight and retain.
- Infrastructure Development – Contribute to the design and scaling of the customer support and operations infrastructure that will support brighthush’s growth.
Essential Qualifications
- Minimum 2 years of experience in a customer experience or support role, preferably in fintech or SaaS.
- Demonstrated empathy and the ability to remain calm under pressure.
- Strong written and verbal communication skills, with a knack for simplifying complex terminology.
- Proficiency in using help desk software, CRM systems, and collaboration tools.
- Self‑motivated, organized, and capable of juggling multiple priorities simultaneously.
- Comfortable engaging with startup founders and business owners across various communication channels.
- Creative problem‑solving mindset, especially when working within constraints.
- Commitment to maintaining a clean, organized inbox and ticketing system.
Preferred Qualifications
- Background in retail branch banking or a related financial services environment.
- Passion for uncovering hidden customer needs and translating them into actionable product improvements.
- Experience with automation tools (e.g., Zapier, Integromat) to streamline repetitive tasks.
- Knowledge of U.S. banking regulations and the intricacies of FDIC‑insured banking partnerships.
- Previous involvement in building or scaling customer support operations.
Skills & Competencies
- Customer‑Centric Mindset – Always put the user first and anticipate their needs.
- Technical Aptitude – Comfortable learning new software quickly and troubleshooting technical issues.
- Analytical Thinking – Ability to dissect problems, identify root causes, and propose data‑driven solutions.
- Collaboration – Work effectively with cross‑functional teams, including engineering, product, compliance, and partner relations.
- Adaptability – Thrive in a fast‑changing environment and pivot priorities as needed.
- Time Management – Prioritize tasks, meet deadlines, and maintain high productivity.
Career Growth & Learning Opportunities
At brighthush, your career path is shaped by your ambition and performance. As a Customer Support Specialist, you’ll have the chance to:
- Move into a Customer Success Manager role, guiding long‑term relationships and driving product adoption.
- Transition into Product or Engineering support, leveraging your deep product knowledge.
- Lead initiatives to build new support tools or processes, gaining leadership experience.
- Participate in continuous learning programs, including fintech workshops, compliance certifications, and soft‑skill development.
Work Environment & Culture
brighthush embraces a remote‑first culture that values flexibility, autonomy, and collaboration. Our teams meet weekly via video calls, share knowledge through internal wikis, and celebrate successes with virtual happy hours. We foster an inclusive environment where diverse perspectives are not only welcomed but essential to our innovation.
Compensation & Benefits
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary aligned with industry standards for fintech support roles.
- Equity options (RSUs) to share in the company’s growth.
- Comprehensive health, dental, and vision insurance.
- 401(k) plan with company match.
- Generous paid time off, including vacation, sick leave, and personal days.
- Professional development stipend and access to learning platforms.
- Flexible work schedule with the ability to work from anywhere in the United States.
Schedule & Availability
- Full‑time, 40‑hour work week.
- Required to work at least one weekend day per five‑day shift.
- Fixed schedule – no rotating shifts, ensuring stability and work‑life balance.
Our Commitment to Diversity & Inclusion
brighthush is proud to be an Equal Employment Opportunity employer. We celebrate diversity in all its forms and are dedicated to creating an inclusive workplace where every employee can thrive. We provide reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you require assistance or an accommodation, please let us know once you are contacted about a role.
How to Apply
Ready to bring your passion for customer experience to a dynamic fintech environment? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how you can help us create unforgettable experiences for our users.