Seasoned Overnight Customer Support Team Lead – Champion Coaching, Innovation, and Excellence in brighthush’s Global FinTech Ecosystem

About brighthush

brighthush is more than a fintech company; it’s a catalyst for financial empowerment. With a mission to make every transaction seamless, every experience secure, and every customer feel heard, brighthush blends cutting‑edge technology, data‑driven insights, and a customer‑first philosophy to deliver friction‑less, secure, and intelligent payment solutions. Millions of users worldwide rely on our platform to manage their finances, and we’re constantly evolving to meet the demands of a rapidly changing digital economy.

Our culture is the engine that drives innovation. We thrive on curiosity, celebrate collaboration, and pursue excellence relentlessly. Diversity is not a buzzword for us—it’s the foundation of our creativity. Continuous learning is embedded in our DNA, and bold ideas that deliver real impact are rewarded with recognition, growth, and the chance to shape the future of finance.

Why the Overnight Team Matters

When the world is quiet, our customers are still living, working, and making financial decisions. The overnight shift is the heartbeat that keeps the ecosystem humming. As the Overnight Customer Support Team Lead, you will be the linchpin that ensures every inquiry is answered, every issue is resolved, and every customer feels valued. You’ll have the unique opportunity to shape the customer experience, mentor a high‑performing team, and influence product and process improvements that ripple across the entire organization.

Key Responsibilities

• Team Leadership & Development: Inspire, coach, and develop a diverse group of customer support agents during overnight hours. Conduct regular 1:1s to discuss performance, attendance, work quality, productivity, and teamwork. Foster a culture of continuous improvement and peer learning.
• Real‑Time Customer Support: Serve as the frontline resource for both customers and teammates, providing timely, accurate, and empathetic assistance across calls, emails, chats, and other channels. Act as a knowledge hub for complex or escalated issues.
• Quality Assurance & Metrics: Monitor live interactions for quality, track omnichannel ticket handling, customer wait times, and escalated tickets, and act on shift metrics to drive continuous improvement. Use data to identify trends and inform coaching.
• Feedback & Coaching: Deliver constructive, actionable feedback to agents, translating their insights into process enhancements and best‑practice guidelines. Celebrate wins and provide targeted development plans.
• Product Expertise: Become the subject‑matter expert on the brighthush platform, staying up‑to‑date on new features, policy changes, and industry trends. Translate product updates into actionable guidance for the team.
• Issue Resolution & Escalation: Resolve immediate issues for agents and customers, ensuring solutions are sustainable, scalable, and aligned with brighthush’s quality standards. Coordinate with engineering, product, and compliance teams as needed.
• Root Cause Analysis: Identify recurring customer‑facing problems, collaborate with cross‑functional teams, and champion the development of better resolution tools and processes. Own the data pipeline that feeds into product roadmaps.
• Process Improvement: Lead projects that streamline workflows, reduce ticket volume, and enhance the overall customer experience. Champion automation initiatives and knowledge‑base expansion.
• Culture Champion: Model brighthush values in every interaction, fostering a supportive, inclusive, and high‑energy environment. Act as a role model for empathy, resilience, and curiosity.

Essential Qualifications

• 3+ years of proven leadership or supervisory experience directly managing and developing customer support agents.
• 4+ years of remote customer support experience within fintech or tech‑startup ecosystems.
• Hands‑on experience with ticketing systems such as Zendesk, Intercom, or comparable platforms.
• Recent, fast‑paced customer support background, ideally in a high‑volume environment.
• Demonstrated ability to lead projects, improve processes, and elevate the customer experience.
• Exceptional written and verbal communication skills, with the ability to articulate complex issues clearly.
• Proactive, data‑driven problem‑solving mindset and strong critical‑thinking capabilities.
• Track record of turning ideas into actionable results and driving measurable outcomes.
• Curiosity, humility, and a growth mindset that fuels continuous learning.
• Comfortable adopting new technologies and leveraging tools to increase efficiency.
• U.S. residency and legal authorization to work in the United States without visa sponsorship.

Preferred Qualifications

• Experience managing overnight or 24/7 support operations.
• Background in fintech product support, especially in payment processing or digital banking.
• Knowledge of compliance and regulatory frameworks relevant to financial services.
• Experience with performance analytics tools and dashboards.
• Leadership in cross‑functional initiatives that span product, engineering, and marketing.

Skills & Competencies

• Strong leadership and people‑management skills.
• Excellent organizational and multitasking abilities.
• High emotional intelligence and empathy.
• Strategic thinking with a focus on customer outcomes.
• Adaptability to rapidly changing priorities.
• Tech‑savvy mindset with proficiency in CRM, analytics, and collaboration tools.
• Commitment to continuous improvement and innovation.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As Overnight Team Lead, you’ll:

• Gain exposure to senior leadership and cross‑departmental projects.
• Develop expertise in fintech product strategy, customer success, and operational excellence.
• Participate in mentorship programs, hackathons, and industry conferences.
• Access internal training, certifications, and tuition reimbursement for relevant courses.
• Potential to transition into roles such as Customer Success Manager, Operations Lead, or Product Owner.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in the U.S., but we also value in‑person collaboration. Every quarter, we host a vibrant brighthush Fest where teams share wins, learn new skills, and celebrate milestones. We champion a culture of transparency, inclusivity, and mutual respect, ensuring every voice is heard and every contribution is recognized. The overnight team enjoys flexible scheduling, a supportive peer network, and the opportunity to shape the customer journey during the most critical hours.

Compensation, Perks, and Benefits

• Competitive base salary commensurate with experience.
• Equity package that aligns your success with brighthush’s growth.
• Comprehensive health, dental, and vision plans with multiple provider options.
• 401(k) plan with company matching.
• Generous paid time off, including responsible time off for mental health and family needs.
• Monthly lunch and snack stipend to keep you energized.
• Commuter benefits and flexible work arrangements.
• Professional development budget and access to industry‑leading tools.

Application Process

Ready to make a difference while working the night shift? We’re excited to learn how you can help shape the future of customer support at brighthush. The hiring journey includes:

• Initial video interview with a recruiter (video‑on participation required).
• Technical and behavioral assessment focused on leadership and problem‑solving.
• Final interview with the CEO to discuss vision, culture fit, and next steps.
• Professional reference checks and background verification.

Apply Today

Join a team that values innovation, collaboration, and customer obsession. If you’re passionate about leading high‑performing teams, solving complex problems, and driving measurable impact, we want to hear from you.

Click the link below to submit your application and start your journey with brighthush.