Remote Customer Support Analyst – Teller & Account Launch Platform Specialist – 1st Level Support

About brighthush and the Future of Community Banking

brighthush is a trailblazing fintech company dedicated to empowering community banks and credit unions with cutting‑edge payment solutions. With a legacy that dates back to 1976, brighthush has evolved into a trusted partner for financial institutions across the United States, delivering secure, scalable, and user‑friendly technology that drives growth, enhances customer experience, and supports the mission of local banking. As a remote‑first organization, brighthush embraces flexibility, collaboration, and a culture of continuous learning, ensuring that every team member can thrive while making a tangible impact on the communities we serve.

Why Join brighthush?

At brighthush, we believe that technology should serve people, not the other way around. Our products are designed with the end‑user in mind, and our people are the heart of our success. By joining our Customer Support team, you will:

• Work with a purpose‑driven organization that values innovation, integrity, and community impact.
• Be part of a remote workforce that balances flexibility with a strong sense of collaboration.
• Enjoy a comprehensive benefits package that supports your health, financial well‑being, and professional growth.
• Contribute to the continuous improvement of our Teller and Account Launch platform, helping thousands of customers achieve their financial goals.

Role Overview

As a Remote Customer Support Analyst – Level 1, you will serve as the first line of assistance for our customers using the Teller and Account Launch platform. Your primary mission is to help users navigate the system, resolve issues, and gather valuable feedback that drives product enhancements. You will act as a bridge between our customers and the engineering, product, and operations teams, ensuring that every interaction is handled with professionalism, empathy, and a focus on long‑term satisfaction.

Key Responsibilities

• Customer Assistance: Provide timely, accurate support to customers via phone, email, chat, and ticketing systems, helping them troubleshoot and resolve issues related to the Teller and Account Launch platform.
• Issue Escalation & Collaboration: Identify when a problem requires escalation to higher‑level support or engineering, and collaborate with cross‑functional teams to ensure swift resolution.
• Enhancement Feedback: Capture and document enhancement requests or recurring pain points, translating them into actionable tickets for product development.
• Expectation Management: Communicate realistic timelines and status updates to customers, setting clear expectations for problem resolution and follow‑up.
• Knowledge Base Contribution: Author and update knowledge‑base articles, FAQs, and troubleshooting guides to empower customers and reduce repeat inquiries.
• Data Analysis: Utilize SQL and reporting tools to analyze ticket trends, identify root causes, and recommend process improvements.
• Compliance & Security: Adhere to all regulatory and security protocols, ensuring customer data is handled with the utmost confidentiality and integrity.
• Continuous Learning: Stay current on product updates, industry best practices, and emerging technologies to provide informed, high‑quality support.

Essential Qualifications

• Minimum of two years of experience in customer service, client support, or frontline operations within the community banking or financial services industry.
• Proficiency in Microsoft Office Suite, including Teams, Outlook, and SharePoint.
• Strong written and verbal communication skills in English, with the ability to explain technical concepts to non‑technical audiences.
• Demonstrated ability to manage multiple support tickets simultaneously while maintaining a high level of accuracy and customer satisfaction.
• Authorized to work in the United States without the need for employment‑based visa sponsorship; brighthush does not sponsor H‑1B, L‑1, TN, O‑1, E‑3, H‑1B1, F‑1, J‑1, OPT, CPT, or any other employment‑based visa.

Preferred Qualifications

• Experience partnering with financial clients to resolve technical or service‑related issues.
• Familiarity with customer ticket tracking software such as Zendesk, Freshdesk, or ServiceNow.
• Basic SQL knowledge for querying support data and generating reports.
• Experience in a fintech or banking environment, with an understanding of Teller and Account Launch processes.
• Certifications in customer service or technical support (e.g., ITIL, CompTIA).

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to solve problems.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Adaptability: Comfortable working in a fast‑paced, evolving environment with shifting priorities.
• Team Collaboration: Willingness to work closely with engineering, product, and operations teams to drive continuous improvement.
• Time Management: Efficiently prioritize tasks, manage deadlines, and maintain high productivity.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Customer Support Analyst, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new product features, industry regulations, and advanced support techniques.
• Cross‑functional projects that expose you to product management, engineering, and data analytics.
• Clear career pathways, including opportunities to advance to Senior Analyst, Team Lead, or Product Support Engineer roles.
• Access to an internal learning portal with courses, certifications, and knowledge‑sharing workshops.

Work Environment & Company Culture

brighthush fosters a culture that blends remote flexibility with a strong sense of community. Our remote teams collaborate through:

• Weekly virtual stand‑ups and cross‑team syncs.
• Monthly all‑hands meetings where leadership shares updates and celebrates wins.
• Virtual coffee breaks and team‑building activities to maintain camaraderie.
• Open‑door communication channels, encouraging feedback and idea sharing.

We celebrate diversity, equity, and inclusion, and we are committed to creating an environment where every voice is heard and valued.

Compensation, Perks, and Benefits

While specific salary ranges are confidential, brighthush offers a competitive compensation package that reflects your experience and contributions. In addition to base pay, you will receive:

• Health, dental, and vision insurance plans with employer contributions.
• 401(k) retirement plan with company match.
• Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) for medical and dependent care expenses.
• Life insurance and short‑ and long‑term disability coverage at no cost to you.
• Paid time off (PTO), voluntary time off (VTO), paid parental leave, and company holidays.
• Educational assistance and tuition reimbursement for relevant courses and certifications.
• Access to wellness programs, mental health resources, and employee assistance programs.
• Annual performance bonuses and spot awards for exceptional contributions.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced fintech environment, and want to make a real difference for community banks and credit unions, we encourage you to apply. Submit your resume and a brief cover letter outlining why you’re the ideal fit for this role. We look forward to exploring how you can contribute to brighthush’s mission of empowering local financial institutions.

Join brighthush Today

Become part of a forward‑thinking, mission‑driven organization that values your expertise, supports your growth, and rewards your dedication. Apply now and help shape the future of community banking with brighthush.