Experienced Customer Service Specialist – Omnichannel Support & Customer Success in the FinTech Space (Philippines)
About brighthush
brighthush is a trailblazing financial technology and data platform that is redefining how people and businesses access credit, build credit history, and make informed financial decisions. With a mission to build credit access for all, brighthush empowers millions of “credit invisible” individuals to participate in the formal economy, while providing businesses with reliable, data‑driven insights that drive fair and inclusive lending.
Our impact is already tangible: we have facilitated more than $50 billion in credit activity, connected over 5 million rental units to our network, and forged trusted partnerships with leading real‑estate firms, government agencies, fintech innovators, banks, and employers. By integrating credit reporting, identity verification, and financial health tools into everyday transactions, brighthush is creating a financial system that works for everyone—right when fintech innovation matters most.
As we continue to scale, we are looking for passionate, customer‑centric professionals who want to be part of a mission‑driven team that is changing the face of financial inclusion. If you thrive in a fast‑paced, data‑rich environment and love turning complex challenges into simple, delightful experiences, we want you on our team.
Role Overview
The Customer Service Specialist at brighthush is the frontline ambassador of our brand. You will manage high‑volume, omnichannel interactions—email, chat, messaging, and voice—while delivering accurate, empathetic, and efficient support. Your work will directly influence customer satisfaction, reduce repeat contacts, and uncover opportunities for cross‑sell and upsell that align with both customer goals and brighthush’s growth objectives.
In this role, you will:
- Resolve day‑to‑day customer inquiries with precision and care.
- Employ next‑issue avoidance techniques to educate and empower customers.
- Leverage deep product knowledge to provide proactive, value‑added solutions.
- Collaborate with cross‑functional teams to surface pain points and drive continuous improvement.
- Maintain rigorous documentation standards in Zendesk and other tools.
Key Responsibilities
Customer Support, Issue Resolution & Next‑Issue Avoidance
- Handle inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency.
- Use next‑issue avoidance techniques in every interaction: ask clarifying questions, anticipate follow‑ups, and proactively educate customers on timelines, dependencies, and next steps.
- Guide customers to self‑service resources and help content to reduce repeat contacts.
- Document all interactions clearly in Zendesk (or equivalent), tagging, dispositioning, and adding internal notes for future reference.
Multi‑Product, Cross‑Channel Support & Value‑Add Engagement
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