Seasonal Crypto Customer Support Specialist – High‑Impact Technical Assistance & Tax‑Season Excellence at brighthush

About brighthush – Empowering Financial Freedom Through Innovation

At brighthush, we are on a bold mission to unlock everyone’s financial potential, enabling individuals to build the lives they envision. What began as a pioneering effort in the cryptocurrency space—creating trusted tax and portfolio tools for millions—has evolved into a comprehensive financial ecosystem. Our latest breakthrough, Nino, is an AI‑powered financial planning assistant that brings expert‑level guidance to every user, not just the affluent.

We operate as a fully distributed team, bringing together talent from every corner of the globe. Our culture thrives on transparency, collaboration, and relentless curiosity. If you’re passionate about crypto, love solving complex problems, and want to make a tangible impact during the busiest time of the year, you’ll feel right at home at brighthush.

Why This Role Matters

During tax season, crypto users face a surge of intricate questions about wallets, exchanges, and tax reporting. As a Seasonal Crypto Customer Support Specialist, you will be the trusted guide who turns confusion into clarity. Your expertise will help users navigate the nuances of digital assets, ensuring they receive accurate, empathetic, and timely assistance.

Key Responsibilities

• Own the Support Queue: Manage inbound inquiries via email and chat, delivering clear, empathetic written communication and following through until resolution.
• Investigate Complex Issues: Leverage deep crypto knowledge to diagnose problems related to wallets, exchanges, transaction histories, and tax‑reporting nuances.
• Navigate Ambiguity: Tackle unfamiliar challenges by formulating hypotheses, testing them methodically, and communicating next steps without creating confusion.
• Collaborate Across Teams: Partner with fellow Support agents, Product managers, and Engineering leads to escalate and resolve issues that require deeper technical insight.
• Maintain Service Standards: Consistently meet or exceed service‑level agreements (SLAs), quality benchmarks, and customer‑satisfaction targets throughout the seasonal engagement.
• Document & Improve: Identify recurring pain points, create actionable documentation, and propose workflow enhancements that benefit Support, Product, and Engineering.
• Share Insights: Surface trends and patterns to inform product roadmap decisions, helping brighthush continuously refine the user experience.

Performance Expectations

• Maintain a minimum 85% CSAT (Customer Satisfaction) and 85% Quality score while adhering to queue‑specific SLAs.
• After the initial ramp‑up period, consistently achieve the weekly ticket‑resolution target without compromising accuracy or user experience.
• Provide clear, concise explanations that empower customers to understand issues and next steps.
• Produce well‑structured documentation that addresses recurring issues and streamlines future support interactions.

Essential Qualifications

• At least 3 years of customer support experience, with a focus on technical or product‑related assistance.
• Demonstrated, extensive understanding of cryptocurrency ecosystems—including wallets, exchanges, and transaction mechanics.
• Exceptional written communication skills that translate complex technical concepts into easy‑to‑understand language.
• Strong analytical and deductive reasoning abilities; you rely on evidence, not assumptions, to solve problems.
• Proven track record of taking ownership, following through, and communicating blockers or risks proactively.
• Ability to thrive in a fast‑paced, ambiguous environment typical of seasonal peaks.

Preferred Experience & Nice‑to‑Have Skills

• Hands‑on experience supporting customers via chat and email channels.
• Familiarity with ticketing platforms such as Zendesk or comparable tools.
• Prior involvement in tax‑season support for crypto or financial products.
• Direct experience using brighthush or a competing crypto‑tax solution.
• Background in improving documentation, knowledge bases, or support workflows based on recurring user feedback.

Core Competencies & Personal Attributes

• Opportunity Alignment: A genuine passion for helping crypto users and an understanding of the unique pressures of seasonal support.
• High Agency: Self‑starter mentality with a relentless drive to own outcomes and see tasks through to completion.
• Exceptional Collaboration: Ability to work seamlessly with cross‑functional teams, sharing context and insights that accelerate problem resolution.
• Critical Thinking: Methodical, evidence‑based approach to troubleshooting, avoiding guesswork.
• Creative Problem Solving: Comfort with ambiguity and the ability to devise innovative solutions when standard procedures fall short.

Growth Opportunities & Learning Benefits

Joining brighthush during this pivotal season opens doors to long‑term career advancement. Successful seasonal specialists often transition into full‑time roles such as Senior Support Engineer, Customer Success Manager, or Product Analyst. You’ll gain:

• Deep exposure to cutting‑edge crypto tax technology and AI‑driven financial planning tools.
• Mentorship from senior leaders who have built products trusted by millions.
• Opportunities to contribute to product strategy through data‑driven insights.
• Access to internal learning resources, webinars, and industry conferences.

Compensation, Perks & Benefits

We offer a competitive hourly rate of $50 per hour**, reflecting the specialized expertise required for this role. While the position is seasonal, you’ll enjoy many of the benefits that make brighthush a great place to work: