Seasoned Customer Success Team Lead – Remote EMEA – Championing Global Customer Experience, Retention, and Operational Excellence at brighthush

About brighthush

brighthush is more than a fintech company; it is a global movement redefining how people experience financial freedom. With a mission to empower individuals worldwide through secure, accessible, and innovative financial solutions, brighthush protects wealth and fosters prosperity regardless of geography or local economic conditions. Our fully distributed workforce spans over 160 dedicated professionals across 50+ countries, creating a vibrant tapestry of cultures, perspectives, and expertise. We thrive on diversity, collaboration, and a relentless pursuit of excellence.

Our culture is anchored in three core pillars: innovation, integrity, and impact. Every team member is encouraged to shape the future of finance, and we provide the tools, resources, and autonomy to make that happen. Whether you are a seasoned leader or an emerging talent, brighthush offers a platform where your ideas can scale globally, your growth is accelerated, and your work truly matters.

Why brighthush?

At brighthush, we believe that the future of finance is built on trust, transparency, and technology. Our products empower millions to take control of their financial destiny, and our people are the heart of that mission. By joining us, you’ll become part of a global community that values:

• Purpose‑Driven Impact: Every interaction you facilitate helps customers achieve real financial goals.
• Continuous Learning: Access to a dedicated learning budget, mentorship programs, and industry conferences.
• Remote Freedom: Work from anywhere in the world with a flexible schedule that respects your personal commitments.
• Inclusive Collaboration: A culture that celebrates diverse perspectives and encourages open dialogue.
• Career Acceleration: Clear pathways to senior leadership roles and cross‑functional projects that broaden your skill set.

Position Overview

The Seasoned Customer Success Team Lead – Remote EMEA is a pivotal role that blends strategic vision with hands‑on execution. You will lead a high‑performing team of customer success advisors, ensuring that every interaction reflects brighthush’s commitment to quality, transparency, and customer delight. This temporary maternity cover position spans six months, with the potential for extension based on performance and business needs. However, the impact you create will resonate long after the contract ends, as you lay the foundation for a scalable, world‑class customer success organization.

What You’ll Do

In this role, you will:

• Shape the customer experience strategy for the EMEA region, aligning it with global product roadmaps.
• Drive operational excellence by implementing data‑driven processes that reduce churn and increase CSAT.
• Mentor and develop a team of 10–11 advisors, fostering a culture of continuous improvement and high engagement.
• Collaborate with cross‑functional partners—Product, Engineering, Marketing, and Compliance—to translate customer insights into actionable product enhancements.
• Own the escalation pipeline, ensuring timely resolution of high‑impact issues and turning challenges into opportunities for learning.

Key Responsibilities

• Team Leadership & Development: Supervise, mentor, and inspire a team of 10–11 customer success advisors, fostering a culture of collaboration, accountability, and continuous improvement.
  • Conduct weekly team huddles to align on goals, share best practices, and celebrate wins.
  • Implement a peer‑to‑peer coaching program that encourages knowledge sharing and skill development.
  • Develop individualized growth plans that align with each team member’s career aspirations.
• Performance Coaching: Conduct regular one‑on‑one calibration meetings, providing constructive feedback, coaching, and career development plans tailored to each team member’s strengths and growth areas.
  • Use data‑driven insights to identify performance gaps and opportunities for improvement.
  • Facilitate skill‑building workshops on topics such as conflict resolution, empathy, and product knowledge.
• Scheduling & Coverage: Approve and manage schedule changes, including PTO, sick leave, and special leave requests, ensuring seamless coverage and adherence to company policies.
  • Maintain a real‑time coverage dashboard that flags potential gaps before they impact service levels.
  • Coordinate with cross‑functional teams to align staffing with product launches and peak periods.
• Recruitment & Onboarding: Partner with HR to attract, interview, and hire top talent, ensuring alignment with time‑zone requirements and business objectives. Lead the onboarding process to integrate new hires quickly and effectively.
  • Design a structured onboarding curriculum that covers product, processes, and culture.
  • Assign mentors to new hires to accelerate ramp‑up and foster a sense of belonging.
• Training & Competency Management: Design and deliver comprehensive training programs for new and existing advisors, track progress, and conduct probationary reviews to maintain high competency standards.
  • Create micro‑learning modules that can be accessed on‑demand.
  • Leverage gamification techniques to increase engagement and retention of training content.
• Quality Assurance (QA) Program: Establish, monitor, and refine a QA framework that evaluates agent interactions, tracks compliance, and drives continuous improvement. Aim for a minimum of 95% QA compliance.
  • Develop a scoring rubric that aligns with brighthush’s customer experience standards.
  • Provide real‑time feedback to agents and track improvement over time.
• Customer Satisfaction & Escalation Management: Serve as the primary point of contact for escalated customer issues, ensuring timely and effective resolutions. Manage the Complaints queue and present findings to senior leadership.
  • Implement a structured escalation workflow that reduces resolution time by at least 20%.
  • Analyze root causes of complaints and recommend process changes to prevent recurrence.
• Documentation & Compliance Audits: Conduct bi‑annual audits of contact drivers, tags, and shortcuts to maintain accuracy and regulatory compliance. Perform four‑eye checks on manually created documents before customer delivery.
  • Maintain an audit log that tracks changes and approvals.
  • Collaborate with the compliance team to ensure all documentation meets regulatory standards.
• Cross‑Functional Collaboration: Work closely with Technical CS Specialists, Product Owners, Marketing, and other department leads to identify process improvements, share insights, and align on strategic initiatives.
  • Participate in product beta testing to provide customer‑centric feedback.
  • Coordinate with marketing on customer journey mapping and communication plans.
• Data‑Driven Decision Making: Leverage dashboards, reporting tools, and data insights to monitor KPIs, identify trends, and implement data‑backed process optimizations.
  • Build monthly performance reports for senior leadership.
  • Use predictive analytics to forecast staffing needs and customer churn.
• Daily Integration & Continuous Improvement: Monitor performance dashboards, conduct coaching sessions, optimize processes, and celebrate team achievements to maintain motivation and high engagement.
  • Implement a “wins of the week” showcase to highlight exceptional customer interactions.
  • Run quarterly process reviews to identify and eliminate bottlenecks.

Essential Qualifications

• Minimum of 5 years of experience in operations, customer success, or a finance‑related field (banking, fintech, or similar).
• Proven track record in a customer service leadership role, consistently meeting or exceeding performance targets.
• Strong analytical mindset with experience in data analysis, reporting, and KPI tracking.
• Excellent communication, coaching, and interpersonal skills, capable of inspiring and guiding a diverse team.
• Proficiency with customer service software, CRM platforms, and quality assurance tools.
• Demonstrated ability to manage multiple priorities in a fast‑paced, remote environment.
• Commitment to brighthush values: integrity, transparency, and ethical conduct in all customer interactions.

Preferred Qualifications

• Experience working in a fully distributed or remote team across multiple time zones.
• Background in financial services or regulatory compliance.
• Knowledge of AI‑driven customer support solutions and their impact on CSAT and operational efficiency.
• Experience implementing or refining QA programs with measurable outcomes.
• Fluency in multiple languages, especially within the EMEA region.

Core Skills & Competencies

• Leadership & Team Building: Ability to build trust, foster collaboration, and drive high performance.
• Strategic Thinking: Translate business objectives into actionable plans and measurable outcomes.
• Customer‑Centric Mindset: Deep empathy for customers and a passion for delivering exceptional experiences.
• Analytical Proficiency: Strong data literacy, comfortable with dashboards, metrics, and deriving insights.
• Process Optimization: Identify bottlenecks, design solutions, and implement continuous improvement cycles.
• Communication: Clear, concise, and persuasive communication across all levels.
• Adaptability: Thrive in a dynamic, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, learning is a lifelong journey. As a Senior Customer Success Team Lead, you will:

• Gain exposure to cross‑functional initiatives that shape product strategy, marketing campaigns, and technical enhancements.
• Lead high‑impact projects that directly influence customer satisfaction, retention, and revenue growth.
• Participate in leadership development programs, including mentorship from senior executives and access to industry conferences.
• Receive a dedicated learning budget to pursue certifications, courses, or conferences that align with your career goals.
• Advance into senior customer success or operations leadership roles within brighthush or other global fintech organizations.

Work Environment & Culture Highlights

Working at brighthush means:

• Fully Remote Flexibility: Work from anywhere in the world, with a flexible schedule that respects your personal commitments.
• Inclusive & Diverse Team: Collaborate with professionals from over 50 countries, bringing a wealth of perspectives and ideas.
• High‑Performance Culture: A results‑driven environment that rewards excellence, innovation, and ownership.
• Transparent Communication: Open channels for feedback, idea sharing, and decision making.
• Well‑Being Focus: Access to wellness resources, mental health support, and a generous PTO policy.

Compensation & Benefits

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

• Base salary aligned with industry standards for remote customer success leadership roles.
• Performance‑based bonuses tied to team KPIs such as CSAT, QA compliance, and first‑time resolution metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Unlimited paid time off (PTO) policy to support work‑life balance.
• Annual learning stipend for professional development.
• Access to a global network of peers, mentors, and industry experts.

Why Join brighthush?

By joining brighthush, you become part of a movement that empowers millions to secure their financial future. You’ll:

• Drive tangible impact on customer satisfaction and retention across the EMEA region.
• Lead a high‑performing team in a fully remote, collaborative environment.
• Shape the customer experience strategy for a cutting‑edge fintech platform.
• Benefit from a culture that values autonomy, continuous learning, and ethical leadership.
• Enjoy a competitive compensation package and a host of perks designed to support your well‑being and growth.

Ready to Make a Difference?

If you are a seasoned customer success leader with a passion for data‑driven improvement, a knack for coaching, and a desire to work in a truly global, remote environment, we want to hear from you. Join brighthush and help us shape the future of financial freedom for people everywhere.

Apply now and become a key driver of customer delight and operational excellence at brighthush!