Senior B2B SaaS & FinTech Customer Support Consultant – Ticketing, Technical Support, and Product Collaboration Specialist at brighthush

About brighthush

Since 2010, brighthush has been a pioneer in Intelligent Support-as-a-Service, delivering secure, scalable, and highly responsive customer and technical support solutions to a global clientele. With a presence in more than 30 countries and a multilingual support network that spans over 60 languages, we empower fintech platforms, SaaS products, and cutting‑edge hardware solutions to deliver flawless user experiences. Our people‑first culture, relentless focus on innovation, and commitment to quality have earned us the reputation of being the world’s most trusted support partner.

Why Join brighthush?

• Global Impact – Collaborate with high‑profile clients across the fintech, SaaS, and hardware sectors, shaping the support experience for millions of users worldwide.
• Remote Flexibility – Fully remote work from anywhere within the EU, with a fixed schedule that respects your personal life and promotes work‑life balance.
• Career Growth – Structured learning paths, mentorship programs, and clear pathways to transition into product, engineering, or leadership roles.
• Inclusive Culture – A diverse, international team that values trust, collaboration, and continuous improvement.
• Competitive Compensation – USD base salary, performance bonuses, and a comprehensive benefits package designed to reward excellence.

Role Overview

As a Senior B2B SaaS & FinTech Customer Support Consultant at brighthush, you will serve as the first line of defense for our fintech clients. Your day‑to‑day responsibilities will include managing incoming tickets, delivering rapid, accurate responses, and collaborating closely with product, engineering, and QA teams to resolve complex issues. Your work will directly influence customer satisfaction scores, product quality, and the overall success of our clients’ digital ecosystems.

Key Responsibilities

• Monitor and triage incoming tickets in brighthush, ensuring first responses are delivered within agreed SLAs.
• Collect comprehensive issue details: screenshots, software versions, reproduction steps, and expected vs. actual outcomes.
• Perform basic troubleshooting and reproduce bugs in controlled testing environments.
• Answer common queries using up‑to‑date documentation and user guides.
• Escalate complex problems to Level‑2 support, QA, developers, or product teams, and follow up until resolution.
• Coordinate change and feature requests with internal stakeholders, ensuring smooth handoffs.
• Keep customers informed about ticket status, expected resolution times, and any delays.
• Create and track bug tickets in brighthush, linking them to relevant product backlog items.
• Identify and propose improvements to support workflows, brighthush macros, and automation processes.
• Maintain accurate, detailed documentation for recurring issues and solutions.

Essential Qualifications

• Fluent in English (spoken and written) with excellent communication skills.
• Proven experience in customer support, preferably in B2B SaaS or software environments.
• Hands‑on expertise with brighthush, including ticket management, SLA enforcement, and workflow customization.
• Familiarity with fintech products and the regulatory landscape that surrounds them.
• Strong understanding of ticketing systems, escalation procedures, and support best practices.
• Tech‑savvy: comfortable navigating multiple software platforms and learning new systems quickly.
• Exceptional documentation skills: ability to capture technical details clearly and concisely.
• Proactive, independent, and persistent mindset with a strong sense of ownership over customer issues.
• Based in the EU and willing to complete a standard criminal background check.
• Personal computer with at least 8 GB RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload).

Preferred Qualifications

• Direct experience in fintech or financial software environments.
• Knowledge of financial products, operations, and compliance requirements.
• Experience with brighthush for bug tracking and release management.
• Hands‑on experience reproducing software bugs and validating fixes.
• Track record of improving brighthush workflows, macros, or automation.
• Understanding of SaaS release cycles, versioning, and deployment pipelines.

Skills & Competencies

• Customer‑centric mindset with a passion for problem‑solving.
• Strong analytical and troubleshooting abilities.
• Excellent time‑management and prioritization skills.
• Collaboration across cross‑functional teams (product, engineering, QA).
• Adaptability to fast‑changing environments and evolving product features.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities

At brighthush, growth is a shared journey. As a Customer Support Consultant, you’ll have access to:

• Structured mentorship from senior support engineers and product managers.
• Regular training sessions on new tools, industry trends, and soft‑skill development.
• Opportunities to transition into product ownership, quality assurance, or engineering roles.
• Participation in cross‑team initiatives such as product beta testing and feature design.
• Annual performance reviews that align your career goals with business objectives.

Work Environment & Culture

brighthush thrives on a culture of trust, transparency, and autonomy. We operate without time‑tracking, trusting our team members to manage their own productivity. Our remote‑first approach means you’ll collaborate with colleagues across time zones, using tools like brighthush for communication, knowledge sharing, and project management. We celebrate diversity, encourage open communication, and provide a safe space for ideas to flourish.

Compensation & Benefits

• Competitive Salary – USD base pay, with performance‑based bonuses.
• Fully remote work within the EU, with a fixed schedule (Monday–Friday, 9 AM–5 PM GMT+2).
• Health and wellness benefits, including an internal health policy and access to virtual fitness programs.
• Referral program: earn rewards for bringing talented peers into the brighthush family.
• Professional development budget for courses, certifications, and conferences.
• Annual company retreats and team‑building events.
• Inclusive environment with zero time‑tracking and a focus on work‑life balance.

How to Apply

If you’re a proactive support specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, we want to hear from you. Submit your CV in English through our application portal and join a team of over 1,500 specialists who are already making a difference for clients worldwide.

Join brighthush Today

Become part of a global support powerhouse that values your expertise, nurtures your growth, and rewards your contributions. Apply now and help shape the future of customer experience in the fintech and SaaS sectors.