Seasoned Multilingual Customer Support Specialist – German & Polish – Remote FinTech Banking – Lead Global Customer Success & Innovation at brighthush

About brighthush – Pioneering the Future of Digital Finance

brighthush is more than a fintech startup; it’s a global movement that redefines how individuals and businesses manage money in the digital era. With a footprint in over 50 countries and a vibrant community of more than 1.5 million users, we are at the forefront of the next wave of financial innovation. Our mission is simple yet powerful: empower every person and organization to make smarter, more confident financial decisions through cutting‑edge technology, frictionless customer experiences, and a culture that celebrates curiosity, growth, and impact.

Our core values—Innovation, Inclusion, and Impact—guide everything we do, from product design to how we treat our teammates. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where you can learn, collaborate, and thrive from day one.

Why This Role Is a Game‑Changer for Your Career

As a Multilingual Customer Support Specialist at brighthush, you will be the first point of contact for our German‑ and Polish‑speaking customers. You’ll help them resolve inquiries, troubleshoot issues, and guide them through our suite of banking and payment solutions. Even if you have no prior banking experience, we provide comprehensive training, mentorship, and continuous support to ensure you succeed.

Working remotely from the comfort of your home, you’ll enjoy the flexibility of a modern, distributed workforce while still being part of a vibrant, international team. Your contributions will directly impact customer satisfaction, loyalty, and the overall success of our global operations.

Day in the Life – What You’ll Do

Customer Interaction

• Deliver exceptional support in German and Polish via phone, email, and chat, ensuring every customer feels heard and valued.
• Use empathy and active listening to understand customer needs and provide tailored solutions.
• Maintain a calm, professional tone even during high‑volume periods or challenging conversations.

Issue Resolution

• Handle inquiries related to accounts, cards, payments, and transactions, applying standard procedures to resolve problems efficiently.
• Escalate complex cases to specialized teams (fraud, risk, product) while maintaining clear communication.
• Track case status and follow up until resolution, ensuring no ticket is left open beyond SLA limits.

Documentation & Compliance

• Accurately record all customer interactions in our internal systems, maintaining high data integrity and compliance with regulatory standards.
• Follow audit trails and data protection policies to safeguard customer information.
• Update knowledge base articles and FAQs based on recurring issues and customer feedback.

Collaboration & Continuous Improvement

• Work closely with cross‑functional teams—such as fraud, risk, and product—to expedite case resolution and share insights.
• Identify recurring issues or bottlenecks and propose solutions that enhance the customer journey.
• Participate in weekly retrospectives and improvement workshops to refine processes.

Brand Advocacy

• Uphold the brand’s voice and values in every interaction, delivering a friendly, respectful, and solution‑focused experience.
• Represent brighthush at virtual community events and webinars, sharing your expertise with a broader audience.

Essential Qualifications

• Fluency in German (C1/C2) and Polish (C1/C2)—both written and spoken.
• Proficient English (B1/B2) for internal communication.
• Secondary education completed; students and recent graduates are encouraged to apply.
• Strong communication skills with a genuine customer‑first mindset.
• Comfortable working with digital systems, following established procedures, and learning new tools quickly.
• Willingness to develop a deep understanding of banking products and services.

Preferred Qualifications (Bonus Points)

• Previous experience in a customer‑service or call‑center environment.
• Knowledge of banking or fintech products, especially payment processing.
• Experience with CRM or ticketing systems (e.g., Zendesk, Freshdesk).
• Additional language skills (e.g., English, French, Spanish).
• Experience working in a remote or distributed team.

Core Skills & Competencies

• Problem‑Solving: Ability to analyze situations, identify root causes, and recommend effective solutions.
• Adaptability: Thrive in a fast‑changing environment and handle multiple priorities simultaneously.
• Attention to Detail: Maintain accuracy in documentation and data entry.
• Team Collaboration: Work seamlessly with colleagues across departments and time zones.
• Time Management: Meet performance metrics and service level agreements (SLAs) consistently.
• Customer Empathy: Understand and respond to customer emotions and needs with professionalism.
• Tech Savviness: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Junior Representative, you’ll have clear pathways to advance into:

• Senior Customer Support Specialist
• Team Lead or Supervisor
• Product Specialist or Analyst roles
• Cross‑functional positions in Risk, Compliance, or Operations
• Global Customer Success Manager

We invest heavily in continuous learning—offering access to online courses, certifications, and mentorship programs. Your performance will be recognized through regular feedback, performance bonuses, and opportunities to lead special projects. Every year, we conduct a “Career Path Review” to align your goals with the company’s evolving needs.

Work Environment & Company Culture

Our culture is built on three pillars: Innovation, Inclusion, and Impact. You’ll experience:

• A fully remote, flexible schedule that supports work‑life balance.
• Regular virtual town halls and team‑building events to foster community.
• A transparent communication style where ideas are welcomed and celebrated.
• Access to a global network of peers and leaders who share knowledge and best practices.
• Commitment to diversity, equity, and inclusion—ensuring every voice is heard.
• Monthly “Innovation Fridays” where teams pitch new ideas for product or process improvements.
• Annual “Impact Day” where employees volunteer in local communities, reinforcing our social responsibility ethos.

Compensation, Perks, and Benefits

While specific figures are tailored to your experience and location, brighthush offers a competitive package that includes:

• Base salary aligned with industry benchmarks and internal equity.
• Performance‑based incentives that reward both individual and team achievements.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and parental leave.
• Flexible work‑from‑home stipend and ergonomic support.
• Continuous professional development budget and tuition reimbursement.
• Employee recognition programs celebrating milestones and successes.
• Wellness stipend for gym memberships, meditation apps, or mental health counseling.
• Annual “Tech Upgrade” allowance for home office equipment.

We regularly review our benefits to ensure they remain competitive, inclusive, and responsive to employee needs. Additional perks such as wellness programs, mental health resources, and community volunteer opportunities are also available.

How to Apply

Ready to take the next step in your career? Click the link below to submit your application and join the brighthush family. We encourage early applications, as positions may close quickly due to high demand.

Apply to This Job

Accessibility & Inclusion Commitment

We are dedicated to providing an inclusive recruitment experience. If you require accommodations at any stage of the application or hiring process, please contact your recruiter for guidance and support. Your success is our priority.

Closing Date

Applications will be accepted until the position is filled. We aim to keep candidates informed throughout the hiring journey and appreciate your patience and enthusiasm.