Seasoned Customer Service Advisor – Night Shift Specialist – Drive Outstanding Support & Customer Loyalty at brighthush

Welcome to brighthush – Empowering Small Businesses to Thrive

At brighthush, we’re redefining what it means to support entrepreneurs in the UK. For too long, traditional banking solutions have lagged behind the dynamic needs of small businesses, offering rigid products and slow service. We stepped in to change that narrative, delivering a suite of financial tools that are as agile and forward‑thinking as the businesses we serve. From a best‑in‑class business credit card to a comprehensive spend‑management platform, we’ve already helped over 200,000 customers unlock the capital they need to grow.

With a team of more than 1,000 dedicated professionals, an annual card spend of £20 billion, and a Trustpilot rating of 4.7 stars, brighthush is not just a fintech – it’s a movement. We’re profitable, we’re expanding, and we’re hungry for talent that shares our passion for innovation, customer obsession, and relentless improvement.

Why Join the Midnights Team?

The Midnights Team is the heartbeat of our customer experience during the night shift. You’ll be the first point of contact for our business owners when they need help, and you’ll play a pivotal role in turning a simple call into a lasting relationship. Working the 5:30 pm – 2:00 am shift means you’ll experience the unique rhythm of a 24‑hour business, and you’ll have the chance to make a real difference when the world is quiet.

As a member of the Midnights Team, you’ll:

• Be the face and voice of brighthush during off‑peak hours, ensuring every customer feels heard and valued.
• Collaborate with cross‑functional teams to resolve complex issues quickly and accurately.
• Contribute to continuous improvement initiatives that shape the future of our support processes.
• Enjoy a flexible, supportive work environment that values work‑life balance, even during night hours.

Key Responsibilities

• Multi‑Channel Support: Deliver friendly, professional assistance via phone, email, and live chat, ensuring every interaction reflects brighthush’s high standards.
• Case Ownership: Take full responsibility for each customer case from opening to resolution, maintaining meticulous records and following up as needed.
• Problem Solving: Diagnose and resolve a wide range of customer issues, from transaction disputes to account management questions, using your deep knowledge of our products.
• Escalation Management: Identify when a case requires escalation, route it to the appropriate specialist, and follow up to ensure timely resolution.
• Process Improvement: Provide feedback on support workflows, suggest enhancements, and participate in pilot projects to improve service quality.
• Knowledge Sharing: Contribute to the creation and maintenance of internal knowledge bases, FAQs, and training materials for new hires.
• Compliance & Security: Adhere to all regulatory and internal security protocols, safeguarding customer data and ensuring compliance with GDPR and other relevant regulations.
• Performance Metrics: Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.

Essential Qualifications

• Minimum 2 years of experience in a customer service or call‑center environment, preferably within fintech or financial services.
• Strong verbal and written communication skills in English, with the ability to convey complex information clearly and empathetically.
• Proficiency with CRM systems (e.g., Zendesk, Salesforce) and a willingness to learn new tools quickly.
• Demonstrated ability to manage multiple tasks simultaneously while maintaining high quality and accuracy.
• Experience handling high‑volume, time‑critical support scenarios, with a track record of meeting performance targets.
• Basic understanding of financial products and services, especially credit and spend‑management solutions.
• Flexibility to work night hours (5:30 pm – 2:00 am) and occasional weekends or holidays as required.

Preferred Qualifications

• Experience in a fintech or digital banking environment, with knowledge of regulatory frameworks such as PSD2, FCA guidelines, and GDPR.
• Previous exposure to live‑chat or social‑media support channels.
• Multilingual capabilities – proficiency in additional languages is a plus.
• Experience with data analysis tools (Excel, Tableau) to track and report on support metrics.
• Certifications in customer service excellence or related fields.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine passion for helping people and a commitment to exceeding expectations.
• Analytical Thinking: Ability to dissect problems, identify root causes, and propose effective solutions.
• Adaptability: Thrive in a fast‑moving environment, quickly adjusting to new processes and priorities.
• Team Collaboration: Work seamlessly with cross‑functional teams, sharing insights and supporting collective goals.
• Resilience: Maintain composure under pressure, especially during peak periods or challenging customer interactions.
• Attention to Detail: Ensure accuracy in documentation, data entry, and compliance adherence.
• Tech Savviness: Comfortable navigating multiple digital platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Midnights Team member, you’ll have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service best practices, and regulatory compliance.
• Mentorship from senior support leaders and product specialists.
• Clear career pathways into senior support roles, quality assurance, process improvement, or product management.
• Regular performance reviews with actionable feedback and development plans.
• Opportunities to lead small projects or initiatives that directly impact customer experience.
• Access to industry conferences, webinars, and internal knowledge‑sharing sessions.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, collaboration, and a relentless focus on customer delight. Our culture is defined by:

• Inclusivity: A diverse workforce where every voice is heard and respected.
• Innovation: A culture that encourages experimentation, embraces failure as a learning step, and rewards creative solutions.
• Flexibility: While the night shift demands a specific schedule, we offer flexible working arrangements and support for remote work where feasible.
• Community: Regular team‑building events, volunteer opportunities, and cross‑departmental socials.
• Recognition: Frequent shout‑outs, spot bonuses, and a formal recognition program for outstanding performance.

Compensation, Perks & Benefits

While specific figures may vary based on experience and role, brighthush offers a competitive package that includes:

• Base salary commensurate with industry standards for night‑shift customer service roles.
• Performance‑based bonuses tied to key metrics such as customer satisfaction and first‑contact resolution.
• Health and wellbeing benefits, including medical, dental, and vision coverage.
• Generous paid time off, including holiday, sick leave, and personal days.
• Employee assistance programs and mental health resources.
• Access to our proprietary financial products at discounted rates for employees and their families.
• Professional development budget for courses, certifications, and conferences.
• Flexible work arrangements and a supportive remote‑work policy where applicable.

Ready to Make an Impact?

If you’re a seasoned customer service professional who thrives in a fast‑paced, customer‑centric environment and is ready to take on the unique challenges of a night‑shift role, we want to hear from you. Join brighthush’s Midnights Team and become a key player in delivering exceptional support to the entrepreneurs who power our economy.

Apply today and help us turn every night‑time call into a lasting partnership. Your expertise, empathy, and drive for excellence will shape the future of small‑business banking.