Customer Support Specialist – Global FinTech Experience & Customer Success Champion at brighthush

Introduction

At brighthush, we’re redefining the way startups and small businesses manage their finances. Since launching in 2019, our platform has empowered over 300,000 entrepreneurs worldwide, providing a seamless, cloud‑based banking experience that eliminates the friction of traditional banking. We’re on a mission to make financial operations effortless, transparent, and scalable for the next generation of founders. To keep that promise, we need a Customer Support Specialist who can combine empathy, technical curiosity, and a passion for problem‑solving to keep our users delighted and our product evolving.

Why Join brighthush?

Working at brighthush means you’ll be part of a high‑growth fintech that is reshaping the industry. You’ll collaborate with product, engineering, and partner banks to deliver solutions that matter. Our culture is built on:

• Innovation at Scale: Every interaction you handle informs product improvements and new feature ideas.
• Ownership: Your voice directly influences the direction of our support processes and customer experience.
• Diversity & Inclusion: We celebrate diverse perspectives and are committed to creating a welcoming environment for all.
• Continuous Learning: From fintech workshops to leadership coaching, we invest in your growth.
• Work-Life Balance: While we’re a fast‑paced team, we respect your personal time and offer flexible benefits.

Key Responsibilities

As a Customer Support Specialist, you’ll be the frontline ambassador for brighthush. Your day-to-day will involve:

• Multi‑Channel Support: Resolve user inquiries via chat, email, and phone with a consistent tone of warmth and competence.
• Account Management: Process account requests, handle card disputes, manage missing payments, coordinate card shipments, and more.
• Product Evangelism: Guide customers through our platform, translating complex features into clear, actionable steps.
• Root Cause Analysis: Identify systemic issues that lead to user pain points and collaborate with engineering to squash bugs.
• Partner Liaison: Communicate user needs to our banking partners (now represented by brighthush) and work together to refine processes.
• Content Creation: Author help articles, FAQs, and knowledge base entries that empower users to solve problems independently.
• Process Improvement: Design and implement workflows that increase efficiency and reduce ticket volume.
• Compliance & Governance: Assist with regulatory tasks, ensuring all support activities meet industry standards.
• Relationship Building: Foster lasting connections with users, turning occasional customers into brand advocates.
• Infrastructure Development: Contribute to the design and scaling of our support and operations infrastructure.

Essential Qualifications

We’re looking for candidates who bring a blend of experience, empathy, and analytical thinking:

• Minimum 2 years of proven experience in a Customer Experience or Customer Support role.
• Demonstrated ability to practice empathy consistently, even under pressure.
• Strong curiosity to uncover the underlying question behind every user query.
• Excellent communication skills, capable of translating technical jargon into user‑friendly language.
• Passion for automation: a track record of identifying repetitive tasks and implementing efficient solutions.
• Organizational discipline: a clean, ordered inbox and the ability to manage multiple priorities simultaneously.
• Confidence in engaging with startup founders and executives across various channels.
• Creative problem‑solving within constraints, turning challenges into opportunities.
• Professionalism and kindness, especially when dealing with frustrated or passionate customers.

Preferred Qualifications

While not mandatory, the following experiences will give you a competitive edge:

• Background in retail branch banking or a related financial service.
• Deep interest in uncovering customer needs and advocating for them.
• Experience in a high‑growth fintech or SaaS environment.
• Familiarity with banking regulations and compliance frameworks.

Skills & Competencies

Success at brighthush requires a blend of soft and hard skills:

• Customer‑Centric Mindset: Always put the user first.
• Technical Aptitude: Comfortable navigating complex software and troubleshooting issues.
• Analytical Thinking: Ability to dissect problems and propose data‑driven solutions.
• Collaboration: Work effectively with cross‑functional teams.
• Adaptability: Thrive in a fast‑changing, evolving environment.
• Time Management: Prioritize tasks and meet deadlines without sacrificing quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Specialist, you’ll have clear pathways to:

• Senior Support Lead – overseeing a team of specialists and shaping support strategy.
• Product Management – translating user feedback into product roadmaps.
• Customer Success Manager – building long‑term relationships and driving adoption.
• Operations & Process Engineer – designing scalable support workflows.
• Leadership Development Programs – preparing you for executive roles.

We also provide access to fintech conferences, internal training sessions, and mentorship programs to keep you at the forefront of industry trends.

Work Environment & Culture

Our office is a blend of open collaboration spaces and quiet zones, designed to support focus and creativity. We celebrate milestones with team lunches, hackathons, and community service days. Remote work is supported with flexible hours, ensuring you can balance professional and personal commitments.

Compensation & Benefits

Total Rewards The total rewards package at brighthush includes competitive base salary, equity (stock options/RSUs), and a comprehensive benefits suite.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our sector. New hire offers are based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Target New Hire Base Salary Ranges for this Role

• US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $48,100—$58,400 USD
• US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $43,300—$52,500 USD

In addition to base pay, you’ll receive:

• Equity grants that vest over four years.
• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and flexible holiday policy.
• Professional development stipend.
• Wellness programs, including gym memberships and mental health resources.

Schedule & Availability

• Required: Availability to work at least one weekend day per 5‑day shift.
• We are hiring for multiple shifts; openings will be covered early in the interview process.
• Your schedule will be fixed—this is a long‑term commitment, not a rotating shift.

Diversity & Inclusion

brighthush values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at brighthush are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance or an accommodation, please let your recruiter know once you are contacted about a role.

Ready to Make an Impact?

If you’re excited to help thousands of founders navigate their financial journey with confidence, and you thrive in a fast‑paced, collaborative environment, we want to hear from you. Join brighthush and be part of a team that’s not just building a product, but building a future where every startup can focus on what they do best—innovating.