Experienced Customer Service Advisor – Night Shift Specialist for brighthush’s Midnights Team (Remote, UK)

About brighthush

brighthush is a trailblazing fintech that empowers small businesses with a full‑stack financial platform. From a high‑performance business credit card to a cutting‑edge spend‑management suite, a savings product that amassed £1 billion in its first year, and a growing catalogue of tools that simplify day‑to‑day operations, brighthush is redefining how entrepreneurs access the capital and support they need. With over 1,000 employees, more than 200,000 customers, and a track record of profitability, we’re on a mission to make small‑business finance fast, fair, and frictionless.

Role Overview

As a Customer Service Advisor – Night Shift on our Midnights Team, you will be the friendly, professional voice that small‑business owners turn to when they need help. Working remotely from anywhere in the UK, you’ll handle inquiries across phone, email, and live chat during the 5:30 pm‑2:00 am window. Your focus will be on resolving issues efficiently, owning each case from start to finish, and continuously improving the customer experience.

Key Responsibilities

• Deliver friendly, professional support to customers via phone, email, and live chat.
• Resolve issues quickly while maintaining full ownership of each case from initiation to closure.
• Listen attentively to understand concerns and provide clear, practical solutions.
• Stay up‑to‑date with brighthush products, policies, and industry trends to give accurate guidance.
• Identify opportunities to enhance the customer journey—whether through FAQ updates, process tweaks, or new service ideas.
• Recognise customers who may need additional support and ensure they receive the help they deserve.
• Maintain high accuracy and quality while handling a high volume of requests.
• Collaborate with cross‑functional teams to resolve complex issues and share customer insights.

Essential Qualifications

• Strong customer service experience, ideally in a call centre or financial services environment.
• Excellent verbal and written communication skills, with the ability to explain information clearly and professionally.
• Sound judgement and confidence when managing complex or sensitive customer enquiries.
• Proven ability to handle a high volume of requests while maintaining accuracy and quality.
• Proactive attitude with a focus on first‑contact resolution.
• Empathetic and curious nature, with a genuine passion for helping people.
• Ability to work independently while contributing effectively within a fast‑paced team environment.

Preferred Qualifications

• Experience with CRM systems (e.g., Zendesk, Salesforce) and ticketing tools.
• Knowledge of financial products, credit card operations, or small‑business banking.
• Previous experience in a remote or distributed team setting.
• Fluency in additional languages (e.g., Spanish, French) is a plus.

Skills & Competencies

• Strong problem‑solving skills and a “can‑do” mindset.
• Excellent time‑management and organisational abilities.
• Adaptability to changing priorities and a fast‑moving environment.
• Team spirit and a collaborative approach to continuous improvement.
• Commitment to brighthush values: Just Pilot, Why Not Today, Be a Buddy, Owners and Dates, Feedback.

Career Growth & Learning

At brighthush, we believe in nurturing talent from the ground up. As a Customer Service Advisor, you’ll have access to:

• Structured learning paths covering product knowledge, customer‑centric design, and advanced communication techniques.
• Mentorship from senior team members and cross‑functional leaders.
• Opportunities to move into specialist roles such as Customer Success Manager, Product Support Lead, or even Product Development.
• Regular feedback loops and performance reviews that help you set and achieve career goals.

Work Environment & Culture

Our Midnights Team is a tight‑knit, high‑energy group that thrives on collaboration, transparency, and a shared commitment to customer delight. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual team huddles and cross‑team knowledge‑sharing sessions.
• Monthly “innovation sprints” where you can pitch ideas to improve the customer journey.
• Access to an internal knowledge base, video tutorials, and a dedicated Slack channel for real‑time support.
• A culture that celebrates wins, learns from setbacks, and values each team member’s voice.

Compensation & Benefits

We offer a competitive salary of £28,500 per year for this full‑time, remote role. In addition, you’ll enjoy a comprehensive benefits package that includes:

• Private healthcare (including dental and optician services) through Vitality.
• Worldwide travel insurance.
• Salary‑sacrifice pension scheme with up to 7 % employer match.
• Octopus EV salary‑sacrifice scheme for sustainable commuting.
• 28 days holiday plus bank holidays, with the option to buy additional days.
• Annual learning and wellbeing budget for courses, certifications, or personal development.
• Enhanced parental leave and flexible working arrangements.
• Cycle‑to‑Work scheme and season‑ticket loan.
• Free therapy sessions (up to six per year) and mental‑health support.
• Dog‑friendly remote work policy and occasional virtual office socials.

Application Process

We’ve designed a straightforward, respectful hiring journey:

• Stage 1: 30‑minute introductory video call with a Talent Partner to discuss your experience, values, and the role.
• Stage 2: 45‑minute virtual interview with members of the Customer Service Management team to assess skills, fit, and potential contributions.

We aim to respond to all applications within three working days, and we’ll keep you informed at every step.

Diversity & Inclusion

brighthush is committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, identities, and walks of life. If you share our passion for fairness and innovation, we encourage you to apply.

Ready to Join brighthush?

Are you ready to bring your customer‑service expertise to a fast‑growing fintech that values innovation, ownership, and genuine care for its customers? If so, we’d love to hear from you. Click the “Apply” button below, or send your CV and cover letter to [email protected]. We look forward to exploring how you can help shape the future of small‑business finance at brighthush.

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