Remote Customer Support & Service Desk Technician – Call Center Agent (CSR) – Financial Services – Drive Client Success at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers organizations to accelerate digital transformation and modernize their core systems. With a rich history of innovation spanning gamification, artificial intelligence, and mobile app development, brighthush has become a trusted name in the financial services sector. Our mission is to deliver cutting‑edge solutions that simplify complex processes, enhance customer experiences, and unlock new revenue streams for our clients. As a rapidly growing company headquartered in Las Vegas, Nevada, we pride ourselves on a culture of collaboration, continuous learning, and a relentless focus on delivering value to our customers.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that thrives on creativity, data‑driven decision making, and a passion for technology. We offer a fully remote work environment that empowers you to balance professional growth with personal flexibility. Our people are our greatest asset, and we invest heavily in their development through structured training programs, mentorship, and access to industry‑leading resources. If you’re looking for a role that blends customer service excellence with the excitement of financial technology, brighthush is the place for you.

Position Overview

As a Remote Customer Support & Service Desk Technician – Call Center Agent (CSR), you will be the frontline advocate for our shareholders and prospective investors. You will handle inbound and outbound calls, resolve account‑related issues, maintain shareholder records, and provide accurate, timely information about our financial products and services. Your role is critical in ensuring that every client interaction reflects the highest standards of professionalism and customer satisfaction.

Key Responsibilities

• Adhere to a structured daily schedule: Be available to take inbound calls during your assigned shifts, ensuring coverage across all time zones.
• Handle inbound calls: Respond promptly to inquiries from shareholders and prospective shareholders, delivering accurate information and a courteous, solution‑focused experience.
• Account verification: Follow strict verification procedures to confirm client identity and protect sensitive information.
• CPU call handling compliance: Meet all CPU call handling requirements, including call duration, script adherence, and quality metrics.
• Provide account information: Deliver real‑time updates on balances, closing prices, portfolio performance, and quotes.
• Active listening & needs assessment: Probe conversations to uncover underlying client needs and tailor solutions accordingly.
• Issue resolution: Resolve client issues on the first call whenever possible, using your knowledge of systems and processes.
• Maintain shareholder accounts: Update and maintain shareholder records in the appropriate systems, ensuring data integrity.
• Escalation management: Identify when an issue requires escalation, and route it to the appropriate team with all necessary context.
• Feedback loop: Keep the management team informed of recurring client feedback and suggest process improvements.
• Outbound follow‑up: Make proactive outbound calls to shareholders when issues cannot be resolved during the initial call, ensuring closure and satisfaction.
• System proficiency: Maintain a deep understanding of the systems used for shareholder transactions and maintenance requests.
• Product knowledge: Stay current on Stock Transfer products, services, and systems, as well as the broader suite of client products supported by CPU.
• Policy & procedure compliance: Keep up‑to‑date with CPU policies and procedures, ensuring all actions align with regulatory and internal standards.
• Continuous learning: Complete extensive ongoing training to maintain competency in financial markets, instruments, and emerging technologies.

Essential Qualifications

• Education: Bachelor’s degree in Business, Finance, Communications, or a related field, or equivalent professional experience.
• Experience: 1–5 years in a call center or customer service environment, preferably within the financial services industry.
• Communication: Strong verbal and written English skills; ability to communicate complex information clearly and concisely.
• Typing proficiency: Very good keyboard skills; formal typing training is a plus.
• Technical aptitude: Comfortable using MS Office (Word, Excel, PowerPoint) and familiar with CRM and ticketing systems.
• Problem solving: Strong analytical and problem‑solving skills, with a customer‑centric mindset.
• Pressure handling: Ability to work accurately and efficiently under pressure, meeting daily performance targets.
• Team collaboration: Good team player who thrives in a collaborative, remote environment.
• Urgency: Strong sense of urgency and commitment to delivering timely solutions.

Preferred Qualifications

• Experience with financial market data platforms or stock transfer systems.
• Knowledge of regulatory compliance in the financial sector (e.g., SEC, FINRA).
• Multilingual capabilities to serve a diverse client base.
• Experience with remote work tools (Zoom, Teams, Slack, Jira).
• Previous exposure to training and onboarding new hires.

Skills & Competencies

• Customer Advocacy: Passion for delivering exceptional service and turning challenges into opportunities.
• Attention to Detail: Meticulous in data entry, record keeping, and compliance documentation.
• Adaptability: Comfortable with evolving processes, new technologies, and changing client needs.
• Time Management: Efficiently manage multiple tasks while maintaining high quality.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable insights.
• Communication: Clear, concise, and professional communication across all channels.
• Collaboration: Works effectively with cross‑functional teams, including product, compliance, and technical support.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Support Technician, you will have the opportunity to:

• Advance to a Senior Support Specialist or Team Lead role, overseeing a group of CSRs and shaping support strategies.
• Transition into product support or technical advisory positions, leveraging your deep product knowledge.
• Participate in cross‑functional projects, contributing to product development, process improvement, and customer experience initiatives.
• Access a comprehensive learning portal that includes courses on financial markets, regulatory compliance, data analytics, and emerging technologies.
• Earn certifications such as Certified Customer Service Professional (CCSP) or Certified Financial Services Professional (CFSP) through our partnership with industry bodies.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, innovation, and transparency. Our remote work model is supported by:

• Regular virtual team meetings, town halls, and knowledge‑sharing sessions.
• Flexible scheduling options to accommodate different time zones and personal commitments.
• A robust digital collaboration ecosystem, including Slack, Microsoft Teams, and project management tools.
• Annual virtual retreats and quarterly hackathons that encourage creativity and teamwork.
• A commitment to mental health and well‑being, with access to counseling services, wellness programs, and generous paid time off.

Compensation & Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for remote CSR roles.
• Performance‑based bonuses tied to customer satisfaction metrics and call quality.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Unlimited paid time off (PTO) policy to support work‑life balance.
• Monthly stipend for home office equipment and high‑speed internet.
• Access to a digital learning library and tuition reimbursement for relevant certifications.
• Employee referral bonuses and recognition programs.

Training & Onboarding

All new hires undergo a 4–8 week onsite training program that covers:

• In‑depth product knowledge of Stock Transfer services and CPU systems.
• Call handling best practices, compliance, and regulatory frameworks.
• Hands‑on experience with CRM, ticketing, and data entry tools.
• Soft‑skill development, including communication, empathy, and conflict resolution.
• Assessment and feedback sessions to ensure readiness for full remote deployment.

After the initial training, you will transition to a fully remote role, supported by ongoing learning modules and quarterly refresher courses.

How to Apply

If you are ready to bring your customer‑service expertise to a forward‑thinking fintech environment, we encourage you to apply today. Join brighthush and help us shape the future of financial technology while advancing your own career.

Apply now and become a pivotal part of brighthush’s mission to deliver unparalleled customer experiences.