Seasoned Customer Support Specialist – Digital Banking & Earned Wage Advance Champion – Empowering Hourly Workers at brighthush: Lead Customer Success in Innovative FinTech

About brighthush and the Future of Digital Finance

In a world where the traditional paycheck cycle often feels like a bottleneck, brighthush is carving out a new path. We’re not just a fintech; we’re a movement that places instant access to earned wages at the fingertips of hourly workers. By weaving earned wage advance (EWA) and on‑demand pay directly into the platforms that schedule, manage, and pay employees, we give people the freedom to use the money they’ve already earned—without waiting for the next payday.

Our mission is simple yet powerful: empower people to take control of their finances, reduce paycheck‑to‑paycheck stress, and build a more inclusive economy. We partner with leading payroll providers, HR tech firms, and financial institutions to deliver a seamless, secure, and user‑friendly experience. Trusted by thousands of companies across the United States, we’re scaling that impact to millions of workers nationwide.

Why Join brighthush?

At brighthush, you’re not just filling a role—you’re becoming part of a mission that transforms how workers manage their money. Our culture is built on transparency, innovation, and inclusivity, and we reward curiosity, resilience, and a passion for customer success. If you thrive in a fast‑moving, data‑driven environment and want to see the tangible impact of your work, brighthush is the place for you.

Role Overview: Customer Support Specialist

As a fast‑growing fintech, brighthush thrives on the energy of a team that is passionate, collaborative, and relentlessly customer‑centric. We’re looking for a dedicated, empathetic, and tech‑savvy Customer Support Specialist to become the frontline champion for our users. In this role, you’ll guide new members through onboarding, troubleshoot day‑to‑day issues, and collaborate with cross‑functional teams to continuously improve the customer journey. Your work will directly influence user satisfaction, retention, and the overall success of brighthush’s mission.

Key Responsibilities

• Multi‑Channel Support: Respond to user inquiries via phone, text, email, and live chat, ensuring every interaction reflects brighthush’s commitment to excellence.
• Product Expertise: Master the full suite of brighthush products—including registration workflows, earned wage advance (EWA) requests, repayment schedules, and on‑demand pay features—to provide accurate, timely assistance.
• Issue Escalation & Resolution: Act as the first point of contact for all support tickets, triage issues, and coordinate with product, engineering, and partner teams to resolve complex problems efficiently.
• Process Improvement: Identify recurring pain points, propose solutions, and help refine support workflows and knowledge base content.
• Data‑Driven Insight: Track key metrics (e.g., response time, first‑contact resolution, CSAT scores) and report on trends to inform product and service enhancements.
• Community Building: Foster a supportive environment by sharing best practices, mentoring new team members, and representing brighthush’s values in all interactions.
• Compliance & Security: Ensure all customer interactions adhere to data privacy regulations and internal security protocols.
• Feedback Loop: Capture user feedback and collaborate with product teams to shape future feature releases.

Essential Qualifications

• Minimum 2 years of experience in a customer support or help‑desk role.
• At least 1 year of hands‑on experience using brighthush (our ticketing system).
• Exceptional written and verbal communication skills, with the ability to explain complex financial concepts in plain language.
• Strong numerical and analytical aptitude to handle financial queries and troubleshoot account discrepancies.
• Deep empathy for hourly workers and a genuine desire to help them overcome financial hurdles.
• Comfortable working in a dynamic, early‑stage fintech environment, with a passion for learning about earned wage advance operations.
• Collaborative mindset and proven ability to thrive in a small, cross‑functional team.
• Proficiency in using CRM and knowledge‑base tools to document and share solutions.

Preferred Qualifications

• Experience providing Tier 2 (advanced) customer support in a technology or fintech setting.
• Background in technical troubleshooting or product support within a SaaS or cloud‑based platform.
• Familiarity with payroll or HR technology ecosystems.
• Knowledge of financial regulations such as the Fair Credit Reporting Act (FCRA) or the Equal Credit Opportunity Act (ECOA).

Skills & Competencies

• Customer‑Centricity: A genuine passion for delivering outstanding service and turning challenges into opportunities.
• Problem‑Solving: Ability to diagnose issues quickly, think critically, and propose actionable solutions.
• Technical Proficiency: Comfortable navigating multiple software tools, databases, and APIs.
• Time Management: Efficiently juggle multiple tickets while maintaining high quality and adherence to SLAs.
• Adaptability: Thrive in a fast‑changing environment, embracing new processes and learning curves.
• Team Collaboration: Communicate effectively with product, engineering, and partner teams to resolve user issues.
• Data Literacy: Interpret support metrics and translate insights into actionable improvements.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Customer Support Specialist, you’ll:

• Gain in‑depth knowledge of the fintech landscape, including regulatory compliance, financial product design, and user experience.
• Participate in cross‑functional projects that influence product roadmap and customer success strategies.
• Access continuous learning resources—webinars, workshops, and industry conferences—to stay ahead of emerging trends.
• Be considered for internal career paths such as Customer Success Manager, Product Support Lead, or even roles in Product Management and Engineering.
• Receive mentorship from senior leaders who have built careers in fintech and technology.
• Earn certifications in customer support best practices, data analytics, or fintech compliance.

Work Environment & Company Culture

brighthush is built on a foundation of transparency, innovation, and inclusivity. Our remote‑first culture means you can work from anywhere in the United States while staying connected through:

• Weekly all‑hands meetings to share updates and celebrate wins.
• Monthly hackathons and “innovation days” where ideas are turned into prototypes.
• Open‑door communication channels—Slack, Zoom, and an internal knowledge base—ensuring every voice is heard.
• A culture that values work‑life balance, mental health, and continuous improvement.
• Regular virtual coffee chats and team‑building activities to foster camaraderie.

Compensation & Benefits

We offer a competitive total‑compensation package that reflects your experience, skills, and the value you bring to brighthush:

• Base Salary: Competitive hourly rate (starting at $21.54 per hour) with adjustments based on education, experience, and performance.
• Equity: Opportunity to earn company equity, aligning your success with brighthush’s growth.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, including mental health resources.
• Retirement: 401(k) plan with company match.
• Flexible Spending: Health Savings Account (HSA) and Flexible Spending Account (FSA) options.
• Paid Time Off: Generous PTO, sick leave, and paid parental leave.
• Disability Insurance: Short‑term and long‑term disability coverage.
• Perks: Remote work stipend, wellness reimbursements, and access to professional development courses.
• Well‑being Initiatives: Monthly wellness challenges, mindfulness sessions, and a dedicated employee assistance program.

Equal Opportunity Employer

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

How to Apply

If you’re ready to make a real difference in the lives of hourly workers and thrive in a fast‑paced fintech environment, we want to hear from you. Click the link below to submit your application and join the brighthush team.

Apply to this role at brighthush

Ready to Make an Impact?

At brighthush, we’re redefining how workers access their earned wages. If you’re passionate about empowering workers, eager to grow in a collaborative and innovative environment, and ready to help millions of hourly employees take control of their finances, we invite you to apply today. Together, we’ll build a future where pay is fair, transparent, and always within reach.