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

About brighthush

brighthush is redefining the way startups and small businesses manage their finances. Since launching our all‑in‑one financial platform in 2019, we’ve empowered over 300,000 entrepreneurs worldwide to focus on growth while we handle the complex, often convoluted, U.S. banking ecosystem. Our mission is simple: make financial services intuitive, transparent, and accessible for every founder, no matter where they are in their journey.

At brighthush, we blend cutting‑edge technology with a human‑centric approach. Our platform is built on a foundation of open APIs, real‑time data, and a commitment to compliance, all while maintaining the warmth and empathy that founders expect from a trusted partner. We’re a fast‑growing, mission‑driven fintech that values curiosity, resilience, and a relentless focus on customer delight.

Why Join brighthush?

Working at brighthush means you’ll be part of a high‑impact team that directly shapes the experience of thousands of startups. You’ll collaborate with product, engineering, and partner‑banking teams to turn user feedback into tangible product improvements. Our culture is built on transparency, continuous learning, and a shared belief that every interaction can be an opportunity to create lasting value.

We offer a competitive total rewards package that includes:

• Base salary that reflects your experience and the market (see details below)
• Equity (stock options/RSUs) that lets you share in the company’s success
• Comprehensive benefits: health, dental, vision, mental‑health support, and a generous paid‑time‑off policy
• Flexible work arrangements, including remote options and a predictable, fixed schedule
• Professional development programs, mentorship, and access to industry conferences
• Inclusive, diverse, and supportive workplace culture that celebrates individuality

Key Responsibilities

As a Customer Support Specialist at brighthush, you’ll be the frontline ambassador of our brand. Your day‑to‑day tasks will include:

• Multi‑channel Support: Respond to user inquiries via chat, email, and phone with speed, clarity, and a friendly tone.
• Account Management: Process account requests, handle card disputes, resolve missing payments, coordinate card shipments, and manage other account‑related tasks.
• Product Evangelism: Teach customers how to use our platform, translate complex financial jargon into plain language, and recommend product features that solve their pain points.
• Root Cause Analysis: Identify systemic issues that lead to recurring user problems and propose actionable solutions.
• Bug Squashing: Collaborate closely with engineering to report, triage, and resolve bugs that affect user experience.
• Partner Liaison: Communicate user needs to our partner banks, working together to improve processes and product integrations.
• Knowledge Base Creation: Write clear, concise help articles and FAQs that empower users to find answers independently.
• Tool Optimization: Master internal tools, suggest enhancements, and implement automation to streamline support workflows.
• Process Improvement: Design and implement efficient support processes that reduce resolution time and increase customer satisfaction.
• Compliance & Risk: Assist with compliance tasks and ensure all user interactions meet regulatory standards.
• Relationship Building: Foster warm, lasting relationships with users, turning occasional customers into brand advocates.
• Infrastructure Development: Contribute to building out the customer support and operations infrastructure that will scale with brighthush’s growth.

Essential Qualifications

• Minimum 2 years of experience in a customer experience or support role, preferably in fintech or SaaS.
• Exceptional empathy and a genuine desire to help others succeed.
• Strong analytical skills: ability to dig beneath the surface question to uncover the real issue.
• Excellent written and verbal communication skills, with the ability to simplify complex concepts.
• Proficiency in using help desk software, CRM systems, and collaboration tools (e.g., Zendesk, Intercom, Slack).
• Comfortable managing multiple priorities in a fast‑paced environment while maintaining a calm demeanor.
• Proactive mindset: always looking for ways to automate repetitive tasks and improve processes.
• Strong organizational skills: keep a clean, ordered inbox and track tickets efficiently.
• Confidence in engaging with founders, founders’ teams, and partners across various communication channels.
• Creativity and resourcefulness when working within constraints.
• Kindness and professionalism, even when dealing with challenging or passionate customers.

Preferred Qualifications

• Experience in retail branch banking or a related financial services role.
• Passion for uncovering hidden customer needs and turning insights into product improvements.
• Track record of solving complex customer problems and proactively offering solutions.
• Background in building or improving customer support processes and knowledge bases.
• Familiarity with U.S. banking regulations and partner‑banking relationships.

Skills & Competencies

• Customer‑centric mindset with a focus on delight and retention.
• Strong problem‑solving and critical‑thinking abilities.
• Excellent communication: clear, concise, and engaging.
• Technical aptitude: comfortable learning new software and troubleshooting.
• Team player who thrives in cross‑functional collaboration.
• Adaptability: able to pivot quickly in a dynamic startup environment.
• Time‑management: prioritize tasks and meet deadlines consistently.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You’ll have access to:

• Mentorship from senior leaders in product, engineering, and operations.
• Regular training sessions on fintech trends, compliance updates, and customer success best practices.
• Cross‑functional projects that expose you to product development, data analytics, and partner management.
• Clear career paths: from Customer Support Specialist to Senior Specialist, Team Lead, or Product Manager.
• Opportunities to contribute to company‑wide initiatives, such as improving the knowledge base or designing new support tools.

Work Environment & Culture

brighthush is a vibrant, inclusive community where every voice matters. We value:

• Transparency: open communication across all levels.
• Collaboration: cross‑team projects that break down silos.
• Innovation: a culture that encourages experimentation and learning from failure.
• Work‑life balance: flexible remote options and a predictable, fixed schedule.
• Diversity & belonging: a commitment to creating an environment where everyone feels respected and empowered.

Compensation & Benefits

Our compensation packages are competitive within the fintech and SaaS sectors. Base salary ranges for this role are:

• US employees in major tech hubs (New York City, Los Angeles, Seattle, San Francisco Bay Area): $48,100—$58,400 USD
• US employees outside these hubs: $43,300—$52,500 USD

In addition to base salary, you’ll receive equity (stock options/RSUs) and a comprehensive benefits package that includes health, dental, vision, mental‑health support, and generous paid time off. We also offer:

• Flexible remote work options with a fixed schedule (one weekend day per five‑day shift).
• Professional development stipend and access to industry conferences.
• Wellness programs and employee assistance resources.
• Inclusive holiday calendar that respects diverse cultural observances.

Schedule & Availability

• Required: Availability to work at least one weekend day per five‑day shift.
• Fixed schedule: Long‑term commitment with no rotating shifts.
• Multiple shift openings: We’ll cover your schedule early in the interview process.

Diversity & Inclusion

brighthush is proud to be an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We consider all qualified applicants without regard to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, sexual orientation, or any other protected characteristic. If you require accommodations during the recruitment process, please let us know.

Ready to Make an Impact?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑moving fintech environment, and want to help founders succeed, we want to hear from you. Join brighthush and become part of a team that is reshaping the future of finance for startups worldwide.

Apply now to become a Customer Support Specialist at brighthush and help us create a brighter financial future for entrepreneurs everywhere.