Entry‑Level Customer Experience Associate – Lead AI‑Powered Support, Champion Customer Success, and Shape the Future of Fintech at brighthush

Welcome to brighthush – Where Fintech Meets Innovation

At brighthush, we’re not just a fintech startup; we’re a movement that reimagines the financial backbone of modern businesses. With more than $100 B in annualized spend flowing through our platform for over 50,000 organizations worldwide, we are the invisible engine that powers every dollar a company spends. Our mission is to build the smartest, most intuitive infrastructure for finance teams—seamlessly woven into every transaction, every expense, every report. We empower ambitious businesses to save money, grow revenue, and operate with unprecedented clarity.

Our culture is built on a simple principle: build, own, and iterate. Every team member is a builder who takes full ownership of problems from end to end, makes consequential decisions, and shapes the future of finance. We value high agency, high urgency, and a relentless focus on impact over pedigree. If you’re a self‑starter who thrives in a fast‑moving, data‑dense environment, brighthush is the place to accelerate your career.

Why This Role is a Game‑Changer

As a Customer Experience (CX) Associate, you will be the frontline voice of brighthush’s support ecosystem. You’ll interact directly with our customers—financial leaders, CFOs, and finance teams—helping them navigate payments, cards, travel, accounting integrations, and more. Your role is pivotal: you’ll diagnose complex issues, own escalations, and drive continuous improvement across our support stack.

What sets this role apart?

• Cross‑functional collaboration from day one: work hand‑in‑hand with Product, Engineering, and GTM teams to shape solutions.
• AI‑powered tools at your fingertips: unlimited token usage, proprietary AI tools like Glass, and a culture that expects you to innovate with AI.
• Career ownership: grow within CX, explore other functions, or carve out a new path that doesn’t yet exist.
• Dynamic environment: product changes weekly, new challenges every day, and the chance to build systems that directly influence billions of dollars in spend.
• Community and culture: team events, in‑person offsites, and a genuine commitment to building a team people want to be part of.

Key Responsibilities

In this role, you’ll be responsible for:

• Serving as the primary voice of brighthush’s Customer Support across live calls, email, and chat.
• Diagnosing issues across a broad product surface—payments, cards, travel, accounting integrations, and more—while understanding how they interconnect.
• Managing escalations end‑to‑end with an ownership mindset: routing tickets across risk, engineering, product, and partnership teams, following up, and ensuring resolution.
• Documenting root causes and contributing to knowledge base articles that empower both customers and internal teams.
• Collaborating with Product and Engineering to provide actionable feedback that shapes feature roadmaps and bug fixes.
• Leveraging AI tools to triage, diagnose, and resolve tickets faster, while continuously refining AI prompts for higher accuracy.
• Participating in on‑call rotations and high‑priority incident response to maintain uptime and customer satisfaction.
• Tracking and reporting on key performance metrics—first‑contact resolution, CSAT, NPS, ticket volume trends—to drive data‑driven improvements.
• Acting as a customer advocate within the company, ensuring that the voice of the user is heard in every decision.

Essential Qualifications

• Recent graduate (or equivalent experience) with a passion for customer success and fintech.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Experience in a customer‑facing role—support, help desk, or technical assistance—preferably in a SaaS or fintech environment.
• Comfort with data: ability to read dashboards, interpret metrics, and use data to drive decisions.
• Curiosity and a problem‑solving mindset: you thrive when you can dig into complex systems and find elegant solutions.
• Self‑motivated, high‑energy, and comfortable taking ownership of tasks from start to finish.
• Adaptability: you can pivot quickly as product features evolve and new challenges arise.

Preferred Qualifications

• Experience with AI or machine‑learning tools in a customer‑support context.
• Familiarity with finance operations—payments, expense management, or accounting integrations.
• Technical background: knowledge of APIs, OAuth, or basic scripting (Python, JavaScript).
• Prior exposure to agile development cycles and cross‑functional collaboration.
• Experience with ticketing systems and knowledge‑base platforms.

Skills & Competencies

• Customer‑centric mindset: empathy, active listening, and a genuine desire to help.
• Analytical thinking: ability to dissect problems, identify root causes, and propose solutions.
• Technical aptitude: comfortable navigating dashboards, APIs, and troubleshooting logs.
• Collaboration & influence: work effectively with Product, Engineering, and GTM to drive change.
• Time management: juggle multiple tickets, priorities, and deadlines without sacrificing quality.
• Continuous learning: stay updated on fintech trends, AI advancements, and best practices in support.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a CX Associate, you’ll have the chance to:

• Progress to senior CX roles, such as CX Manager or Director of Customer Success, where you’ll shape strategy and lead teams.
• Transition into Product Management, Engineering, or Data Science—our cross‑functional culture encourages movement across domains.
• Lead initiatives that redesign support workflows, implement AI solutions, or launch new customer‑facing features.
• Participate in mentorship programs, hackathons, and internal learning tracks that keep you at the cutting edge of fintech and AI.
• Earn certifications in customer success, product management, or data analytics through our partnership with leading educational platforms.

Work Environment & Culture

brighthush is a high‑velocity, data‑driven organization that values:

• Ownership: every team member is empowered to make decisions that impact the business.
• Transparency: open communication channels, regular all‑hands meetings, and a culture of feedback.
• Innovation: we invest heavily in AI, automation, and emerging technologies to stay ahead.
• Diversity & Inclusion: a welcoming environment where diverse perspectives are celebrated.
• Work‑life balance: flexible remote work options, generous PTO, and wellness programs.

Our team thrives on collaboration, curiosity, and a shared commitment to delivering exceptional value to our customers. Whether you’re brainstorming in a virtual whiteboard session or celebrating a product launch at an offsite, you’ll feel part of a community that genuinely cares about your success.

Compensation & Benefits

While specific numbers vary by role and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary aligned with market standards for entry‑level CX roles.
• Equity options that allow you to share in the company’s growth.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching (or equivalent) to support your long‑term financial goals.
• Unlimited paid time off and flexible work arrangements.
• Continuous learning stipend and access to industry conferences, courses, and certifications.
• Wellness programs, including mental health resources, gym memberships, and mindfulness sessions.

How to Apply

Ready to join a team that’s redefining finance and building the future of customer experience? Click the link below to submit your application and start your journey with brighthush.