Remote EU FinTech Customer Support Specialist – Level 1 – Zendesk & SaaS Expertise – Join brighthush

About brighthush

brighthush is a forward‑thinking FinTech platform that empowers businesses across Europe to streamline payments, manage risk, and deliver frictionless customer experiences. With a mission to democratise financial services, we combine cutting‑edge technology, data‑driven insights, and a customer‑centric culture to help our partners thrive in a rapidly evolving market. Our remote‑first approach means you can work from anywhere in the EU while collaborating with a diverse, high‑performing team that values innovation, transparency, and continuous learning.

Why This Role Is a Game‑Changer

As a Level 1 Customer Support Specialist, you will be the first line of communication between our FinTech clients and the brighthush team. Your voice, tone, and problem‑solving skills will shape the customer journey and directly influence client satisfaction scores. This role offers a unique blend of technical support, customer advocacy, and cross‑functional collaboration—all while working remotely from the comfort of your own home office. If you thrive in a fast‑paced environment, love turning challenges into opportunities, and want to be part of a company that is redefining the FinTech landscape, this is the position for you.

Key Responsibilities

• Ticket Management: Receive, triage, and respond to Zendesk tickets from FinTech clients, ensuring first‑response times meet or exceed company SLAs.
• Diagnostic Excellence: Gather comprehensive diagnostics, reproduce issues, and document findings in a clear, concise manner for internal teams.
• Escalation & Collaboration: Identify tickets that require deeper technical insight, route them to the appropriate Level 2 or product specialists, and maintain transparent communication throughout the resolution process.
• Knowledge Base Contribution: Author and update knowledge‑base articles, FAQs, and troubleshooting guides to reduce repeat tickets and empower clients.
• Client Advocacy: Act as the voice of the customer within brighthush, providing feedback on product usability, feature requests, and pain points.
• Quality Assurance: Review ticket handling for accuracy, completeness, and adherence to brand guidelines; participate in regular quality audits.
• Continuous Improvement: Suggest process enhancements, automation opportunities, and training needs to improve support efficiency.
• Compliance & Security: Operate within EU data protection regulations, ensuring all client interactions comply with GDPR and internal security protocols.

Essential Qualifications

• Proven experience (minimum 1 year) in SaaS customer support, preferably within the FinTech or payments sector.
• Strong command of English (written and spoken); additional EU languages are a plus.
• Hands‑on experience with Zendesk (ticketing, macros, automations) and familiarity with CRM or help‑desk integrations.
• Demonstrated ability to troubleshoot technical issues, analyze logs, and communicate solutions clearly to non‑technical stakeholders.
• Self‑motivated, detail‑oriented, and capable of working independently while staying aligned with team goals.
• Experience with remote collaboration tools (Slack, Teams, Confluence, JIRA) and a reliable high‑speed internet connection.
• Background‑check compliant with EU regulations – a clean record and willingness to undergo a standard pre‑employment screening.

Preferred Qualifications

• Knowledge of payment processing, KYC/AML compliance, or risk‑management workflows.
• Experience with API troubleshooting or basic scripting (Python, Bash).
• Previous exposure to a high‑volume support environment (500+ tickets/month).
• Certifications in customer service excellence or technical support (e.g., Zendesk Certified Support Specialist).
• Fluency in multiple EU languages (e.g., French, German, Spanish).

Core Skills & Competencies

• Technical Acumen: Comfortable navigating SaaS platforms, interpreting error logs, and applying logical troubleshooting steps.
• Communication: Clear, empathetic, and concise communication in both written and verbal formats.
• Problem‑Solving: Ability to think critically, identify root causes, and propose actionable solutions.
• Time Management: Prioritize tickets, manage multiple tasks, and meet SLA targets consistently.
• Collaboration: Work effectively with cross‑functional teams (Engineering, Product, Sales) to resolve complex issues.
• Adaptability: Thrive in a dynamic environment where processes and priorities evolve rapidly.
• Customer‑Centric Mindset: Put the client first, ensuring a positive experience at every touchpoint.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Level 1 Specialist, you will have the opportunity to:

• Progress to Level 2 or 3 support roles, gaining deeper technical expertise and product ownership.
• Transition into product management, quality assurance, or engineering teams based on your interests.
• Participate in monthly “Tech Talks” and knowledge‑sharing sessions with senior engineers and product leads.
• Earn certifications (Zendesk, AWS, or industry‑specific) through our learning stipend program.
• Lead or co‑lead cross‑functional projects, such as improving the knowledge base or automating ticket routing.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, flexibility, and a shared commitment to excellence. You’ll enjoy:

• Full flexibility to work from any EU location, with a stipend for home‑office setup.
• Weekly virtual coffee chats and monthly all‑hands meetings to stay connected.
• A culture of open feedback, continuous improvement, and recognition of achievements.
• Access to a digital wellness program, including mental‑health resources and virtual fitness classes.
• Annual “Innovation Hackathon” where teams can pitch new ideas and prototype solutions.

Compensation, Perks, and Benefits

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

• Base salary aligned with EU market rates for Level 1 support specialists.
• Performance‑based bonuses tied to customer satisfaction metrics and ticket resolution rates.
• Health and dental insurance coverage for you and your dependents.
• Annual paid time off (PTO) plus public holidays in your country of residence.
• Professional development budget for courses, conferences, or certifications.
• Equity or stock‑option program (subject to eligibility and company policy).
• Flexible working hours to accommodate different time zones and personal commitments.

How to Apply

Ready to bring your passion for customer support and FinTech expertise to brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and growth.

Apply to brighthush Today

We’re Excited to Meet You!

If you’re driven by the desire to solve real‑world problems, enjoy working with cutting‑edge technology, and want to be part of a company that is reshaping the FinTech landscape across Europe, brighthush invites you to apply. Your expertise will help us deliver exceptional experiences to our clients and accelerate our mission to make financial services accessible to all. We look forward to welcoming you to our remote, dynamic, and inclusive team.