Dynamic Customer Support Specialist – FinTech Payment Solutions & AI‑Driven Platforms – Remote (Armenia/Yerevan)

About brighthush

brighthush is a trailblazing fintech pioneer that is redefining the way payments are processed, managed, and innovated across the European Union and the United Kingdom. Leveraging cutting‑edge artificial intelligence, our suite of payment technologies empowers Payment Service Providers (PSPs), Electronic Money Institutions (EMIs), and neobanks to deliver seamless, secure, and scalable payment experiences to millions of consumers worldwide. At brighthush, we blend deep industry expertise with a passion for technology, creating a culture that thrives on curiosity, collaboration, and continuous improvement.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a mission to transform global payments. Our remote‑first environment, combined with a flat hierarchy and a commitment to work‑life balance, ensures that every team member can bring their best self to work. We celebrate diversity, encourage innovation, and provide the tools and resources you need to grow both professionally and personally.

Role Overview

As a Customer Support Specialist at brighthush, you will be the frontline advocate for our clients, ensuring that every payment transaction, integration, and support ticket is handled with precision, empathy, and technical excellence. You will work across day and night shifts, collaborating with cross‑functional teams—including engineering, product, and sales—to diagnose, troubleshoot, and resolve complex payment issues. Your expertise will directly influence customer satisfaction, retention, and the overall success of our AI‑powered payment ecosystem.

Key Responsibilities

• Technical Support Excellence: Provide first‑line assistance to clients via Intercom, email, and phone, diagnosing and resolving payment terminal, gateway, and processing issues with a high degree of accuracy.
• Issue Escalation & Resolution: Identify root causes of payment failures, coordinate with engineering teams, and ensure timely resolution of tickets in JIRA and Asana.
• Documentation & Knowledge Management: Create and maintain detailed, clear, and searchable documentation for common issues, troubleshooting steps, and best practices in Grafana dashboards and internal knowledge bases.
• Continuous Improvement: Analyze support metrics, identify trends, and propose process improvements to reduce ticket volume and improve first‑contact resolution rates.
• Client Relationship Building: Foster strong relationships with clients by demonstrating product knowledge, proactive communication, and a genuine commitment to their success.
• Shift Flexibility: Operate effectively during day and night shifts, ensuring 24/7 coverage for our global client base.

Essential Qualifications

• 1–2 years of hands‑on experience in a fintech or payment‑processing environment.
• Fluency in English and Russian (both written and spoken).
• Solid understanding of payment terminals, gateways, and processing workflows.
• Proficiency with Intercom, JIRA, Grafana, Asana, and other ticketing/CRM systems.
• Strong analytical and problem‑solving skills, with the ability to translate technical jargon into client‑friendly language.
• Excellent communication skills and a customer‑centric mindset.
• Ability to work independently and as part of a distributed team.

Preferred Qualifications

• Experience with AI‑driven payment solutions or machine‑learning‑based fraud detection.
• Knowledge of PCI DSS compliance, GDPR, and other regulatory frameworks relevant to payments.
• Previous exposure to multi‑currency and cross‑border payment processing.
• Experience with scripting or automation tools (Python, Bash) to streamline support workflows.
• Background in data analysis and visualization using Grafana or similar tools.

Core Skills & Competencies

• Technical Proficiency: Deep familiarity with payment infrastructure, APIs, and troubleshooting tools.
• Customer Empathy: Ability to listen, understand, and respond to client concerns with patience and professionalism.
• Collaboration: Comfortable working with engineering, product, and sales teams across time zones.
• Adaptability: Thrive in a fast‑paced, evolving fintech landscape.
• Time Management: Prioritize tickets, manage workload, and meet SLA targets.
• Continuous Learning: Stay updated on industry trends, new payment technologies, and regulatory changes.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibility. As a Customer Support Specialist, you will:

• Gain exposure to the full payment stack, from front‑end terminals to back‑end processing engines.
• Participate in cross‑functional projects that influence product roadmap and customer experience.
• Access internal training programs on AI, machine learning, and advanced payment technologies.
• Earn certifications in payment industry standards (e.g., PCI, ISO 20022).
• Progress into senior support roles, technical account management, or product specialist positions.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere in Armenia or Yerevan, with flexible hours that accommodate global clients. We celebrate achievements through:

• Regular virtual team gatherings and hackathons.
• Mentorship programs pairing junior staff with seasoned experts.
• Open‑door communication channels with leadership.
• Recognition of high performers through awards and bonuses.

Compensation & Benefits

While the exact salary range is tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Competitive base salary with performance‑based bonuses.
• Generous paid time off (PTO) and public holidays.
• Health and wellness stipend.
• Professional development budget for courses, conferences, and certifications.
• Flexible work hours and remote work support.
• Access to cutting‑edge tools and technologies.

How to Apply

If you are passionate about fintech, thrive in a dynamic support environment, and want to be part of a team that is shaping the future of payments, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Support Specialist role.

Join brighthush Today

Become a key player in a company that is not only innovating payment technology but also redefining how businesses and consumers interact with money. Your expertise will help millions of customers experience frictionless, secure, and intelligent payment solutions. Apply now and start your journey with brighthush—where technology meets service excellence.