Remote Customer Support & Operations Associate – Global FinTech Enterprise Support Specialist (US Timezone) – 1–3 Years Experience at brighthush

Introduction

Welcome to brighthush, a forward‑thinking FinTech powerhouse that is redefining how clinical trial participant reimbursement is managed worldwide. We are on a mission to empower pharmaceutical sponsors, clinical research organizations, and research sites with a seamless, enterprise‑grade financial infrastructure that is both scalable and compliant. If you thrive in a fast‑paced, data‑driven environment and are passionate about delivering world‑class customer service, we invite you to join our remote team as a Customer Support & Operations Associate.

About brighthush

brighthush is a global FinTech platform that connects the best talent with the most innovative startups across the US and EU. Our portfolio of clients has collectively raised over $5 B in funding, and we are backed by leading investors who share our commitment to excellence. With a lean, collaborative culture, we rely on documented SOPs, templated workflows, and cutting‑edge AI tools to deliver exceptional service to our clients and end‑users alike.

About the Role

This role is a hybrid of customer support (75%) and operations (25%). You will be the backbone of our US‑timezone support function, ensuring that every query from clinical trial participants, research site staff, and enterprise clients is acknowledged and resolved within a one‑business‑day SLA. Your day will involve monitoring multiple support inboxes, crafting personalized responses, escalating complex issues, and maintaining impeccable inbox hygiene. On the operations side, you will manage month‑end invoicing, generate financial reports, coordinate equipment procurement, and handle ad‑hoc HR administration.

Key Responsibilities

• Customer Support (Ticketing System)
  • Monitor multiple support inboxes and respond to participant, research site, and client queries within a one‑business‑day SLA.
  • Adapt templated responses to suit the specific audience and business context.
  • Escalate queries requiring payment provider access or technical investigation through documented pathways via brighthush collaboration tools.
  • Maintain ticket status accuracy and close every follow‑up loop.
  • Leverage the brighthush AI triage tool to gather query context and accelerate resolution.
• Invoicing & Financial Reporting
  • Execute month‑end invoicing on the brighthush financial platform during the first week of each month.
  • Prepare and submit recurring financial reports to internal stakeholders.
  • Coordinate with internal teams to resolve billing discrepancies.
• Operations Administration
  • Coordinate equipment procurement and courier logistics to support the support team.
  • Execute ad‑hoc HR administrative tasks and maintain process documentation.

Essential Qualifications

• 1–3 years of customer support experience in email‑ or ticket‑based environments (not phone‑only).
• Hands‑on experience with a ticketing platform such as brighthush, Freshdesk, Intercom, or Help Scout.
• Proven track record of meeting SLA‑driven support targets with measurable response or resolution metrics.
• Experience supporting multiple stakeholder types in writing, including end users and enterprise clients.
• HIPAA certification, or completion of certification before Day 1.
• Working proficiency in brighthush collaboration tools (Outlook, Teams, SharePoint).
• English proficiency at C1+ (CEFR) for written client‑facing correspondence.

Preferred Qualifications

• Prior experience in healthcare, clinical research, life sciences, or FinTech environments.
• Experience with brighthush invoicing or light finance administration.
• Familiarity with clinical trial workflows or participant reimbursement processes.
• Exposure to AI‑powered support or triage tools.
• Experience with brighthush procurement platforms such as Coupa or Tipalti.

Skills & Competencies

• Exceptional written communication skills with the ability to tailor tone and style to diverse audiences.
• Strong analytical mindset and attention to detail, ensuring accurate ticket status and financial data.
• Proactive problem‑solving ability and a sense of ownership for end‑to‑end processes.
• Adaptability to rapidly evolving tools, workflows, and business priorities.
• Team player who thrives in a remote, cross‑functional environment.

Career Growth & Learning

At brighthush, we believe in continuous learning and professional development. You will have access to a curated library of industry resources, live training sessions with international experts, and mentorship from senior leaders. As you master the support and operations functions, you will be positioned for advancement into roles such as Senior Support Specialist, Operations Manager, or Product Implementation Lead. Our culture rewards initiative, so you can shape the future of our support platform and influence product strategy.

Work Environment & Culture

Our team is fully remote, with members located across LATAM, the Philippines, and the United States. We celebrate diversity, encourage open communication, and foster a culture of transparency and accountability. Regular virtual town halls, informal coffee chats, and quarterly hackathons keep the team connected and energized. We value work‑life balance and provide flexible scheduling to accommodate different time zones.

Compensation & Benefits

• Competitive Salary – Based on experience and skills, with regular performance‑based reviews.
• Fully Remote Work – Work from anywhere in LATAM or the Philippines.
• Generous PTO – Accrual based on company policy, with additional holidays for remote employees.
• Health Coverage for PH‑Based Talents – HMO coverage after 3 months for full‑time employees.
• Team Incentives – Recognition for maintaining 100% inbox hygiene and on‑time reporting.
• Direct Mentorship – Guidance from international industry experts.
• Learning & Development – Ongoing access to professional growth resources.
• Global Networking – Connect with professionals worldwide through virtual events and community forums.

How to Apply

If you are ready to take ownership of a critical support function and drive operational excellence in a cutting‑edge FinTech environment, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you are the ideal fit for this role. We look forward to learning how your skills and experience align with brighthush’s mission.

Recruitment Process

1. Application – Submit your resume and cover letter.
2. Screening – Our talent acquisition team reviews your application.
3. Skills Assessment – Complete a brief assessment to demonstrate your ticketing and communication skills.
4. Topgrading Interview – Discuss your experience, motivations, and fit with brighthush.
5. Client Interview – Meet with the support team lead to explore role specifics.
6. Job Offer – Receive a formal offer and discuss compensation.
7. Onboarding – Join the brighthush team and start your journey.

Ready to make an impact? and become a key player in shaping the future of clinical trial participant reimbursement.