Senior B2B Customer Support Specialist – Chargeback & Fraud Prevention – Remote (Philippines)

About brighthush

brighthush is a trailblazer in the fintech arena, redefining how online merchants protect their revenue streams from chargeback fraud. Leveraging cutting‑edge artificial intelligence, our platform empowers businesses to manage credit card disputes, recover lost revenue, and safeguard their bottom line through a unique success‑based model. With a product‑led growth strategy and a robust backing of $49 million from leading investors such as Viola Growth, OpenView, Sequoia Capital, and other global partners, brighthush is rapidly scaling its impact across the e‑commerce ecosystem.

Our team is a tight‑knit community of passionate builders, data scientists, and customer‑first thinkers united by a single mission: to give merchants the confidence to grow without fear of fraud. We thrive on collaboration, rapid iteration, and a culture that rewards curiosity, ownership, and relentless improvement.

Why This Role Matters

As a Senior B2B Customer Support Specialist at brighthush, you will be the frontline guardian of our clients’ success. You’ll translate complex technical concepts into clear, actionable guidance, turning every interaction into an opportunity to build trust and loyalty. Your work will directly influence how merchants navigate chargeback disputes, protect revenue, and maintain a healthy cash flow.

Key Impact Areas

• Empower merchants to confidently use brighthush’s AI‑driven tools for dispute resolution.
• Deliver timely, accurate, and empathetic support that turns challenges into success stories.
• Act as the voice of the customer, feeding insights back to product, engineering, and compliance teams.

What You’ll Own

Live Customer Support

• Provide exceptional, real‑time assistance to B2B clients via live chat, email, and phone.
• Handle inquiries spanning billing, technical troubleshooting, administrative requests, and chargeback strategy.
• Maintain a high first‑contact resolution rate while ensuring every customer feels heard and valued.

Investigation & Resolution

• Conduct thorough investigations into customer concerns, leveraging data and product knowledge to identify root causes.
• Develop clear, step‑by‑step action plans and guide clients through the resolution process.
• Track progress in our CRM, ensuring all interactions are documented and actionable.

Collaboration & Escalations

• Partner with engineering, product, and compliance teams to resolve complex issues and implement process improvements.
• Escalate urgent matters with clear context, ensuring swift resolution and minimal impact on the client’s operations.
• Keep clients informed throughout the lifecycle of their tickets, fostering transparency and confidence.

Documentation & Product Knowledge

• Maintain up‑to‑date knowledge of brighthush’s product roadmap, feature releases, and best‑practice guides.
• Contribute to internal knowledge bases, FAQs, and training materials to elevate the entire support organization.
• Identify recurring pain points and propose actionable enhancements to product and process.

Essential Qualifications

• Experience: Minimum 3 years in high‑volume customer support, preferably in fintech or SaaS environments.
• Communication: Exceptional written and verbal English skills; ability to distill complex concepts into simple, customer‑friendly language.
• Problem‑Solving: Strong analytical mindset, meticulous attention to detail, and a pragmatic approach to troubleshooting.
• Organization & Ownership: Proven ability to juggle multiple tickets, stakeholders, and systems while delivering clear, timely outcomes.
• Tools: Hands‑on experience with CRM and ticketing platforms (e.g., Zendesk, Intercom, Freshdesk).

Preferred (Nice to Have)

• Background in fintech, specifically chargeback management or fraud prevention.
• Familiarity with regulatory frameworks such as PCI DSS, GDPR, or other compliance standards relevant to payment processing.
• Experience with Intercom or Zendesk at scale.
• Knowledge of AI‑driven dispute resolution tools or data‑analytics platforms.

What We Offer

Competitive Compensation

We provide a market‑competitive salary package, commensurate with experience and performance. In addition to base pay, you’ll benefit from a comprehensive benefits program that includes health coverage, paid time off, and a flexible work‑from‑home policy.

Career Growth & Learning

• Clear career ladder: from Support Specialist to Team Lead, and beyond into Product or Engineering roles.
• Access to continuous learning resources, including internal workshops, industry conferences, and a generous stipend for external courses.
• Mentorship from senior leaders who are committed to your professional development.

Culture & Environment

• Remote‑first workplace with a strong emphasis on work‑life balance.
• Collaborative, cross‑functional teams that value transparency, experimentation, and rapid iteration.
• Inclusive environment where diverse perspectives are celebrated and every voice is heard.
• Regular virtual team‑building events, hackathons, and community outreach initiatives.

Benefits & Perks

• Health, dental, and vision insurance (for you and your dependents).
• Paid parental leave and flexible family‑friendly policies.
• Annual performance bonuses tied to both individual and company milestones.
• Wellness stipend, gym memberships, and mental health resources.
• Equity options as part of the long‑term incentive plan.

How to Apply

If you’re passionate about solving real‑world problems, building lasting customer relationships, and helping merchants thrive in a digital economy, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Support team.

Join us in redefining the future of e‑commerce protection. Apply today and become a key player in a mission that matters.