Experienced Customer Support Agent – Live Chat & Email Specialist for Global Trading Platform at brighthush

About brighthush

brighthush is a trailblazing fintech company that empowers traders worldwide to reach their highest potential. By combining cutting‑edge technology, transparent funding models, and a vibrant educational ecosystem, we provide a platform where disciplined, consistent traders can thrive. Our mission is to democratize access to capital, tools, and structured support so that every trader—whether a seasoned professional or a newcomer—has the resources they need to succeed in the fast‑moving world of financial markets.

At brighthush, we’re more than a funding platform. We’re a community, a brand, and a movement that inspires, educates, and visually engages traders across the globe. Our culture is built on collaboration, continuous learning, and a relentless focus on delivering exceptional value to our users. If you’re passionate about finance, technology, and customer success, brighthush offers an exciting environment where your contributions directly impact the growth and satisfaction of a worldwide trading community.

Why Join brighthush?

• Global Impact: Your work will help traders from every corner of the world navigate complex funding structures and trading challenges.
• Remote Flexibility: Fully remote, fully digital—work from anywhere while staying connected to a dynamic international team.
• Career Growth: Opportunities to advance into senior support roles, product management, or even leadership positions within the customer experience function.
• Learning & Development: Access to ongoing training in trading fundamentals, platform features, and advanced customer support techniques.
• Competitive Compensation: Base salary plus performance bonuses, paid time off, and a comprehensive benefits package.
• Inclusive Culture: A welcoming environment that values diversity, equity, and inclusion, with regular virtual team events and community building initiatives.

Key Responsibilities

As a Customer Support Agent at brighthush, you will be the frontline advocate for our traders, ensuring they receive timely, accurate, and empathetic assistance across multiple channels. Your day-to-day duties will include:

• Providing high‑quality support via live chat and email, addressing inquiries related to funded accounts, trading rules, payouts, account breaches, and platform functionality.
• Investigating and troubleshooting account and platform issues, escalating technical cases to the appropriate teams when necessary.
• Reviewing account information and trading activity to resolve customer queries and verify compliance with trading conditions.
• Communicating complex trading rules and account terms in clear, concise language that empowers traders to make informed decisions.
• Managing multiple concurrent conversations while maintaining accuracy, professionalism, and a positive tone.
• Documenting all customer interactions in our ticketing system, ensuring records are complete, up‑to‑date, and compliant with internal policies.
• Escalating complex or high‑priority cases to Management, Technical Support, or other relevant departments.
• Identifying recurring technical or customer issues, compiling reports, and collaborating with product teams to drive continuous improvement.
• Adhering to internal procedures, security protocols, and escalation processes to protect sensitive customer data.

Essential Qualifications

To excel in this role, you should bring the following experience and skills:

• Proven experience working in a proprietary trading firm or a similar high‑stakes financial environment.
• Strong knowledge of trading mechanics, funded trading challenges, and the nuances of trader‑funding agreements.
• Hands‑on experience with professional customer service and ticketing software (e.g., Zendesk, Freshdesk, Intercom).
• Demonstrated ability to handle live chat, email, and multiple simultaneous customer conversations with poise and precision.
• Excellent written and spoken English, with a keen eye for detail and a commitment to clear communication.
• Strong troubleshooting and problem‑solving skills, coupled with a proactive mindset.
• Self‑motivation and the ability to work independently in a fast‑paced, remote setting.
• High reliability and discretion when handling confidential customer and account information.
• Availability to work rotating shifts, including weekends, to support our global user base.

Preferred Qualifications

While not mandatory, the following additional skills will set you apart:

• In‑depth understanding of funded trading challenges, payout processes, and trading‑rule violations.
• Familiarity with MetaTrader 5 (MT5) or similar trading platforms.
• Proficiency in additional languages (e.g., Spanish, French, Mandarin) to serve a diverse clientele.
• Experience in a remote, distributed team environment with a track record of effective cross‑functional collaboration.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping traders succeed and a genuine desire to solve their problems.
• Communication Excellence: Clear, concise, and empathetic communication across written and verbal channels.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose actionable solutions.
• Technical Aptitude: Comfortable navigating multiple software tools, troubleshooting platform glitches, and learning new systems quickly.
• Time Management: Efficiently juggle multiple tasks and conversations without compromising quality.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly and new challenges arise daily.
• Team Collaboration: Work seamlessly with product, engineering, compliance, and marketing teams to deliver a cohesive customer experience.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Agent, you will have the chance to:

• Progress to a Senior Support Specialist or Team Lead role, overseeing a group of agents and shaping support strategy.
• Transition into Product Management or User Experience, leveraging your frontline insights to influence platform design.
• Take on a Customer Success Manager position, guiding traders through their funding journey and ensuring long‑term satisfaction.
• Participate in our internal mentorship program, pairing you with experienced leaders across the organization.
• Attend industry conferences, webinars, and workshops to deepen your knowledge of financial markets and customer support best practices.

Work Environment & Company Culture

brighthush’s culture is defined by:

• Remote‑First Philosophy: Work from anywhere while staying connected through daily stand‑ups, virtual coffee breaks, and collaborative tools.
• Inclusive & Diverse Team: A global community that celebrates different perspectives, backgrounds, and ideas.
• Continuous Feedback: Regular performance reviews, 360‑degree feedback, and transparent goal setting.
• Innovation‑Driven: A culture that encourages experimentation, data‑backed decision making, and rapid iteration.
• Community Engagement: Participation in trader education initiatives, webinars, and community events that reinforce our mission.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that typically includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Paid time off (PTO), public holidays, and a flexible vacation policy.
• 401(k) or equivalent retirement plan with company match.
• Professional development stipend for courses, certifications, and conferences.
• Access to a digital wellness program, including mental health resources and fitness reimbursements.
• Annual company‑wide retreat (virtual or in‑person) to foster team bonding and celebrate achievements.

How to Apply

If you’re ready to join a forward‑thinking fintech company that values your expertise and offers a platform for growth, we’d love to hear from you. Submit your application through our careers portal and let’s explore how you can contribute to brighthush’s mission of empowering traders worldwide.

Ready to make an impact?