Entry-Level Customer Experience Associate – Borrower Support Specialist – AI-Enabled Fintech Champion – Drive Seamless Lending Journeys at brighthush

About brighthush

Since 2018, brighthush has been redefining the consumer lending landscape by building transparent, intuitive products that empower service‑based businesses—think HVAC contractors, veterinary practices, and auto repair shops—to thrive. Our mission is simple: make lending effortless, fair, and customer‑centric. By marrying cutting‑edge technology with a deep commitment to people, we help our partners grow while ensuring borrowers experience clarity and confidence every step of the way.

Our leadership team brings experience from top fintech organizations, and we’re backed by leading venture capital firms that have invested in industry giants such as brighthush, brighthush, brighthush, and brighthush. With $84 million in funding, brighthush is a well‑capitalized, high‑growth startup that has already earned recognition across the fintech ecosystem:

• Ranked #21 on the 2024 brighthush 5000 for revenue growth
• Ranked #15 on the 2024 brighthush Fast 500 for revenue growth
• 2024 Best Embedded Finance Solution for brighthush Tech Awards
• 2023 Best Consumer Lending Program by brighthush
• 2023 Best Point of Sale Product by brighthush

What truly sets us apart is the feedback from our customers. With a sky‑high Net Promoter Score of 79—well above the industry average of 44 for financial services and 36 for SaaS—our borrowers consistently tell us they trust and love the experience we deliver.

Our culture is built on five core values that guide every decision we make:

• Put customers first – Their success is our success.
• Act fast – Leverage the agility of a startup to solve problems quickly.
• Lead the way – Show, tell, and inspire others.
• Take ownership – Everyone is hands‑on and accountable.
• Be a good human – No egos, just empathy and integrity.

Industry Landscape

The fintech sector is experiencing a renaissance, with AI and embedded finance reshaping how businesses and consumers access credit. Service‑based businesses—often operating on thin margins—need flexible, transparent financing solutions that integrate seamlessly into their point‑of‑sale systems. brighthush is at the forefront of this transformation, providing a platform that blends advanced underwriting, real‑time risk assessment, and a frictionless borrower experience.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven team that is not only building a product but also redefining how lending feels for millions of small‑business owners. You’ll:

• Work in a high‑velocity environment where your ideas directly influence product evolution.
• Collaborate with cross‑functional teams—Product, Engineering, Risk, and Merchant Success—to solve real‑world problems.
• Leverage state‑of‑the‑art AI tools that enhance customer interactions while preserving the human touch.
• Benefit from a culture that celebrates ownership, rapid iteration, and continuous learning.

Role Overview

As a Customer Experience Associate – Borrower Support at brighthush, you will be the frontline champion for our borrowers. Your primary mission is to guide them through every stage of the financing journey—applications, approvals, payments, and beyond—while upholding the highest standards of clarity, empathy, and accuracy. In a fast‑moving, AI‑driven environment, you’ll also play a pivotal role in shaping the future of support by leveraging advanced tools to enhance customer outcomes and operational efficiency.

Key Responsibilities

• Deliver Exceptional Borrower Support – Handle inquiries via phone, chat, and email, ensuring borrowers understand each step of their financing experience. Set clear expectations for next steps, follow‑ups, and escalations.
• Navigate Consumer Lending with Care – Adhere to lending requirements, company policies, and established processes. Identify risks, complaints, or issues that require review and collaborate cross‑functionally to resolve them responsibly.
• Own Customer Outcomes – Take end‑to‑end ownership of borrower issues, coordinating with relevant teams to provide timely, accurate resolutions. Maintain meticulous documentation and keep borrowers informed of status and next steps.
• Turn Contacts into Insights – Spot recurring pain points, process gaps, and product friction. Share actionable insights with Product, Engineering, Risk, Operations, and Merchant Success to drive continuous improvement.
• Embrace AI & Continuous Improvement – Utilize AI tools to boost speed, quality, and efficiency while preserving empathy. Experiment with new features, provide feedback, and help iterate on the AI‑driven support workflow.
• Champion Compliance & Risk Management – Ensure every interaction meets regulatory standards and internal compliance guidelines. Escalate potential compliance issues promptly.
• Collaborate with Cross‑Functional Teams – Work closely with Product, Engineering, and Risk to refine support scripts, FAQs, and knowledge bases.
• Represent brighthush’s Brand Voice – Communicate with professionalism, warmth, and clarity, embodying our core values in every interaction.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• 1–2 years of customer service experience, preferably in fintech, banking, or a related field.
• Strong verbal and written communication skills.
• Comfortable using CRM systems, knowledge bases, and ticketing tools.
• Basic understanding of consumer lending concepts (credit scores, underwriting, risk assessment).
• Proactive problem‑solving mindset and a passion for continuous improvement.
• Ability to work independently and as part of a distributed team.

Preferred Qualifications

• Experience with AI‑powered chatbots or virtual assistants.
• Knowledge of regulatory frameworks such as the Truth in Lending Act (TILA) or Fair Credit Reporting Act (FCRA).
• Familiarity with data analytics tools (e.g., Excel, SQL, Tableau).
• Previous exposure to embedded finance or point‑of‑sale lending solutions.
• Multilingual capabilities (Spanish, Mandarin, etc.) are a plus.

Skills & Competencies

• Customer‑Centric Mindset – Empathy, active listening, and a genuine desire to help.
• Analytical Thinking – Ability to dissect complex issues and propose actionable solutions.
• Tech Savviness – Quick to learn new platforms, APIs, and AI tools.
• Adaptability – Thrive in a fast‑changing environment with evolving processes.
• Collaboration – Work effectively with cross‑functional teams and external partners.
• Time Management – Prioritize tasks, manage multiple cases, and meet deadlines.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Associate, you’ll have the opportunity to:

• Progress into senior support roles, such as Lead Support Specialist or Customer Success Manager.
• Transition into product or engineering tracks by contributing insights from the front lines.
• Participate in leadership development programs, mentorship, and cross‑departmental projects.
• Attend industry conferences, webinars, and workshops to stay ahead of fintech trends.
• Earn certifications in customer service, risk management, or AI tools.

Work Environment & Company Culture

brighthush is a fully remote, distributed team that values flexibility, autonomy, and collaboration. Our culture is built on:

• Transparent Communication – Regular all‑hands meetings, open channels, and real‑time feedback.
• Inclusive Diversity – A workforce that reflects the communities we serve.
• Continuous Learning – Access to a curated library of courses, books, and industry resources.
• Well‑Being Focus – Mental health resources, flexible PTO, and wellness stipends.
• Community Impact – Volunteer opportunities and partnerships with local nonprofits.

Compensation & Perks

While specific figures vary based on experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and equity options. Additional perks include:

• Unlimited paid time off (PTO) to support work‑life balance.
• Health, dental, and vision insurance for employees and dependents.
• 401(k) matching program.
• Monthly wellness stipend (gym, meditation, or home office upgrades).
• Annual team retreats and virtual social events.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to make a tangible impact on the future of lending? Submit your resume and a brief cover letter explaining why you’re the perfect fit for the Customer Experience Associate role at brighthush. We’re excited to hear from passionate, customer‑first professionals who are eager to grow with us.