Entry‑Level Customer Experience Associate – Part‑Time – Join brighthush’s Innovative FinTech Support Team

About brighthush

Since 2018, brighthush has been pioneering transparent and intuitive consumer lending solutions that empower service‑based businesses—think HVAC contractors, veterinarians, auto repair shops, and more—to thrive in a competitive marketplace. Our mission is simple: make borrowing simple, fair, and accessible for both merchants and their customers.

Our leadership team brings deep expertise from the fintech world, having previously built products at brighthush, brighthush, and brighthush. We are backed by a portfolio of leading venture capital firms, all of which share our commitment to responsible growth. With a robust $84 million in funding, we have invested heavily in people, technology, and strategic partnerships—always with an eye toward sustainability and impact.

We’re proud of the recognition we’ve earned from the industry and our customers alike. Highlights include:

• Ranked #21 on 2024 Inc. 5000 for revenue growth
• Ranked #15 on 2024 Deloitte Fast 500 for revenue growth
• 2024 Best Embedded Finance Solution from Banking Tech Awards
• 2023 Best Consumer Lending Program by Tearsheet
• 2023 Best Point of Sale Product by Fintech Breakthrough

What truly sets us apart, however, is the feedback from our customers. Our Net Promoter Score (NPS) sits at an impressive 79—well above the industry averages of 44 for financial services and 36 for SaaS companies. This score reflects the trust and satisfaction we build with every borrower and merchant we serve.

Our culture has earned us nominations on several Great Places to Work lists, including Best Small Workplaces, Best Workplaces in the Bay Area, and Best Workplaces in Financial Services & Insurance. We believe that a supportive, collaborative environment fuels innovation and drives results.

At brighthush, we’re committed to our core values—values that guide every decision and action. We expect every team member to embody these principles:

• Put customers first—our mission is to serve borrowers and merchants with empathy and clarity.
• Act fast—in a startup environment, agility is key to delivering value quickly.
• Lead the way—take initiative, share insights, and set a positive example.
• Take ownership—own your work from start to finish and hold yourself accountable.
• Be a good human—collaborate without ego, and build products that do right by people.

Learn more about our values here.

The Role

As a Customer Experience Associate I – Borrower Support, you will be the frontline champion for borrowers navigating their financing journey. Your role is pivotal in ensuring that every interaction is handled with clarity, empathy, and precision. You’ll work closely with cross‑functional teams—Product, Engineering, Risk, Operations, and Merchant Success—to resolve issues, gather insights, and continuously improve our support processes.

We’re excited to welcome candidates who are curious, adaptable, and eager to leverage AI tools to enhance customer outcomes and shape the future of support at brighthush.

Key Responsibilities

• Deliver exceptional borrower support—assist borrowers via phone and other channels, guiding them through applications, approvals, payments, repayments, refunds, and account inquiries with empathy and accuracy. Set clear expectations for next steps, follow‑ups, and escalations.
• Navigate consumer lending with care—adhere to lending requirements, company policies, and established processes while identifying risks, complaints, or issues that require review. Collaborate with cross‑functional teams to resolve issues responsibly, balancing customer advocacy with responsible lending practices.
• Own customer outcomes—take ownership of borrower issues from first contact to resolution, coordinating across teams to deliver timely answers. Document interactions accurately and keep borrowers informed of status, ownership, and next steps.
• Turn customer contacts into insights—identify recurring pain points, process gaps, product friction, and operational opportunities. Share insights with Product, Engineering, Risk, Operations, Merchant Success, and other partners to improve documentation, workflows, macros, and scalable fixes.
• Embrace AI and continuous improvement—utilize AI tools to enhance speed, quality, customer outcomes, and efficiency while preserving empathy, accuracy, privacy, and trust. Share best practices, explore better ways of working, and remain flexible as business needs evolve, including support for merchants.

Essential Qualifications

• Bachelor’s degree preferred.
• Minimum of 2 years of experience in customer support, customer success, financial services, operations, or another customer‑facing role.
• Demonstrated experience leveraging AI tools to improve customer support workflows or operational efficiency.
• Comfortable spending the majority of your workday supporting customers over the phone in a high‑volume environment.
• Excellent verbal and written communication skills.
• Proven ownership and follow‑through from initial customer contact through final resolution.
• Experience working with consumer lending products or environments where accuracy, consistency, and attention to detail are critical.
• Proficiency with customer support platforms such as Salesforce, Zendesk, or similar.
• Willingness to work weekends as needed.

Preferred Qualifications (Bonus Points)

• Experience supporting borrowers or consumers in regulated industries such as lending, banking, payments, fintech, insurance, healthcare, or similar.
• Familiarity with consumer lending regulations or compliance‑driven customer support.

Skills & Competencies

• Strong analytical and problem‑solving abilities.
• High emotional intelligence and the ability to remain calm under pressure.
• Adaptability to rapidly changing priorities and evolving product features.
• Team‑player mindset with a collaborative spirit.
Apply for this job