Dynamic Customer Support Specialist – Global Trading Platform – Remote & Flexible Hours – Join brighthush

About brighthush

brighthush is a forward‑thinking, high‑growth fintech company that powers the next generation of retail and institutional traders worldwide. As the proprietary trading arm of the brighthush group, we provide capital, cutting‑edge technology, and unparalleled market access to skilled traders in a fast‑paced, performance‑driven environment. Our mission is to democratize trading by combining deep market expertise with innovative technology, creating a seamless experience for every client, whether they are a seasoned professional or a newcomer to the markets.

Why Join brighthush?

At brighthush, we believe that our people are our greatest asset. We foster a culture of continuous learning, collaboration, and empowerment. When you join our team, you’ll experience:

• Impactful Work: Your role directly influences the satisfaction and success of our global client base.
• Career Growth: We provide clear career pathways, mentorship programs, and access to industry‑leading training.
• Innovation: Work alongside engineers, data scientists, and traders to shape the future of trading technology.
• Flexibility: Remote work options, flexible scheduling, and a supportive work‑life balance.
• Diversity & Inclusion: A vibrant, multicultural environment where every voice is heard.

The Role: Customer Support Specialist

As a Customer Support Specialist at brighthush, you will be the first line of communication for our traders and clients. Your primary responsibility will be to resolve inquiries, troubleshoot platform issues, and ensure a smooth, professional experience across all touchpoints—including live chat, email, and phone. You will act as a bridge between our clients and internal teams, ensuring that every interaction reflects brighthush’s commitment to excellence.

Key Responsibilities

• Multi‑Channel Support: Respond to client and trader inquiries promptly and professionally across live chat, email, and phone.
• Troubleshooting: Diagnose and resolve account, platform, and trading‑related issues, escalating to specialized teams when necessary.
• CRM Management: Maintain accurate, detailed records of all interactions in our CRM and support system, ensuring data integrity and traceability.
• Cross‑Functional Collaboration: Liaise with operations, payments, compliance, and technical teams to resolve client issues efficiently.
• Process Improvement: Identify recurring problems, provide actionable feedback, and collaborate on process enhancements to reduce future incidents.
• Regulatory Compliance: Uphold service standards in line with regulatory requirements such as ASIC, CySEC, and MiFID II, ensuring all client interactions meet compliance guidelines.
• Quality Assurance: Participate in regular quality reviews, share best practices, and contribute to the continuous improvement of support workflows.
• Knowledge Base Contribution: Update and create knowledge base articles, FAQs, and troubleshooting guides to empower clients and reduce ticket volume.

Essential Qualifications

• Fluent written and spoken English (mandatory).
• Strong communication skills with a client‑first mindset.
• Comfortable working independently during evening/night shift hours.
• Prior experience in customer support, fintech, or trading/brokerage is a plus but not essential; all experience levels are welcome.
• Based in Cyprus preferred, but open to remote candidates in a compatible time zone.

Preferred Qualifications

• Proficiency in a second language (e.g., Spanish, French, German, Russian).
• Experience with CRM platforms such as Zendesk, Freshdesk, or Salesforce.
• Knowledge of trading platforms (MetaTrader, cTrader, or proprietary systems).
• Understanding of regulatory frameworks (ASIC, CySEC, MiFID II).
• Previous exposure to high‑volume, fast‑paced support environments.

Skills & Competencies

• Technical Aptitude: Ability to navigate multiple software tools and troubleshoot technical issues quickly.
• Problem‑Solving: Analytical mindset to diagnose root causes and propose effective solutions.
• Time Management: Prioritize tasks in a dynamic environment while maintaining high service quality.
• Team Collaboration: Work seamlessly with cross‑functional teams to deliver a unified client experience.
• Adaptability: Thrive in a rapidly evolving industry and embrace continuous learning.
• Empathy & Patience: Provide compassionate support to clients facing technical or financial challenges.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in our people’s professional development. As a Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs.
• Regular training sessions on new platform features, regulatory updates, and customer service best practices.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Compliance Analyst, or Product Manager.
• Participation in cross‑departmental projects that influence product roadmap and client experience.
• Annual performance reviews with clear metrics and growth pathways.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere, provided you’re in a compatible time zone. We value:

• Flexibility: Choose shift patterns that align with your personal life.
• Collaboration: Weekly virtual team huddles, brainstorming sessions, and informal coffee chats.
• Transparency: Open communication channels with leadership and regular updates on company goals.
• Recognition: Celebrate achievements through shout‑outs, spot bonuses, and annual awards.
• Wellness: Access to mental health resources, virtual fitness classes, and wellness stipends.

Compensation & Benefits

While specific figures vary by location and role, brighthush offers a competitive compensation package that includes:

• Base salary or hourly rate competitive with industry standards.
• Performance‑based bonuses tied to individual and team metrics.
• Health and dental insurance (where applicable).
• Retirement savings plan contributions.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Flexible work arrangements and remote‑work stipend.

How to Apply

Ready to make a real impact in the fintech world? Submit your application through our careers portal and join a team that values innovation, collaboration, and growth. We look forward to exploring how your skills and passion can help shape the future of trading at brighthush.