Senior Client Service Analyst – Live Chat & Email Support Specialist (Fluent Turkish & English) – Drive Customer Success at brighthush

About brighthush

brighthush is not just a fintech company; it is a movement that is reshaping how people experience money in the digital age. Since launching in 2018, we have evolved from a niche trading platform into a global ecosystem that empowers more than 80 million users across 200+ countries. Our portfolio spans trading, payments, wealth management, custody, institutional solutions, and the frontier of Web3. Powered by cutting‑edge technology, data science, and a relentless focus on the user, brighthush delivers a seamless, secure, and intuitive suite of services that connect people to the future of finance.

Our mission is simple yet bold: connect people to the future of finance through innovation, collaboration, and bold execution. We believe that great products start with great people, and that’s why our culture is built on the pillars of innovation, excellence, and customer obsession. At brighthush, you’ll find an environment where ideas are heard, growth is nurtured, and every contribution shapes the next chapter of digital finance.

Why This Role Matters

As the first line of communication between brighthush and our diverse user base, the Senior Client Service Analyst is pivotal in ensuring that every interaction is smooth, efficient, and memorable. Your expertise in live chat and email support will help us maintain the high standards of service that our users expect, while your analytical mindset will drive continuous improvement across our customer‑facing processes. In short, you will be the bridge that turns user questions into insights, and insights into product enhancements.

Key Responsibilities

• Real‑time Client Support: Provide instant assistance via live chat and email, addressing inquiries, troubleshooting issues, and guiding users through platform features.
• Product Mastery: Maintain a deep understanding of brighthush’s products, services, and the broader market landscape to deliver accurate, context‑rich support.
• CRM Excellence: Document and track all client interactions in our CRM system, ensuring tickets are resolved within SLA and escalated appropriately.
• Feedback Loop: Identify recurring pain points, compile constructive feedback, and collaborate with product and engineering teams to propose actionable solutions.
• Risk Monitoring: Monitor frontline operations for discrepancies or risk indicators, flagging them to management in a timely manner.
• Process Champion: Champion process improvements by analyzing workflow bottlenecks, suggesting automation opportunities, and implementing best practices.
• Cross‑Functional Collaboration: Participate in initiatives such as knowledge base updates, training sessions, and quality assurance reviews.
• Data Privacy & Security: Adhere to strict data privacy and security protocols, safeguarding sensitive customer information at all times.

Essential Qualifications

• Bachelor’s degree in Finance, Economics, Mathematics, or a related field.
• Minimum diploma in Business Administration or Business Management with a strong analytical mindset.
• Fluency in Turkish (reading, writing, and speaking) and English, with excellent written communication skills in both languages.
• Demonstrated ability to work independently and as part of a high‑performing team in a fast‑paced environment.
• Strong numerical acumen and comfort working with data, statistics, and performance metrics.
• Availability to work a 5‑day shift schedule that includes weekends and public holidays (rotating shifts: 8 am‑5 pm, 4 pm‑1 am, 12 am‑9 am).

Preferred Qualifications

• 2–4 years of customer service experience in a fintech or financial institution setting, with a focus on frontline operations (live chat and email).
• Experience with cryptocurrency trading platforms or digital asset services.
• Familiarity with CRM tools (e.g., Zendesk, Freshdesk) and ticketing systems.
• Knowledge of regulatory frameworks relevant to digital finance (KYC, AML, GDPR).
• Previous involvement in process improvement projects or quality assurance initiatives.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to solve problems for users.
• Analytical Thinking: Ability to dissect complex issues, identify root causes, and propose data‑driven solutions.
• Communication: Clear, concise, and professional written and verbal communication in both Turkish and English.
• Adaptability: Thrive in a dynamic environment where priorities shift rapidly.
• Collaboration: Work effectively with cross‑functional teams such as Product, Engineering, Compliance, and Marketing.
• Time Management: Prioritize tasks, meet deadlines, and maintain high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to a broader career path. As a Senior Client Service Analyst, you will:

• Gain exposure to the full spectrum of our product suite, positioning you for future roles in Product Management, Operations, or Compliance.
• Participate in our Study Growth Fund, which covers tuition, certifications, and industry conferences.
• Engage in regular internal workshops, hackathons, and knowledge‑sharing sessions that foster continuous learning.
• Benefit from a structured mentorship program that pairs you with senior leaders across the organization.
• Explore internal mobility options, allowing you to transition into roles such as Customer Success Manager, Operations Analyst, or even Product Owner.

Work Environment & Company Culture

brighthush is proud to offer a vibrant, inclusive, and collaborative work environment. Whether you work remotely from Europe or Istanbul, you’ll experience:

• A high‑energy, fast‑moving culture that rewards initiative and creativity.
• Regular team‑building events, from virtual game nights to in‑person retreats.
• A global perspective with colleagues from diverse backgrounds, fostering cross‑cultural learning.
• A commitment to work‑life balance, with flexible scheduling options and generous time‑off policies.
• A focus on mental and physical well‑being, including access to wellness programs and health benefits.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for fintech customer‑support roles.
• Performance‑based bonuses tied to key metrics such as customer satisfaction scores and ticket resolution rates.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching.
• Generous paid time off, including holidays, personal days, and a flexible vacation policy.
• Access to a wellness stipend for gym memberships, meditation apps, or other self‑care initiatives.
• Employee stock purchase plan (ESPP) to share in the company’s growth.

How to Apply

If you are passionate about delivering world‑class customer support, thrive in a fast‑paced fintech environment, and are fluent in Turkish and English, we want to hear from you. Submit your application through our careers portal, and let’s explore how you can help shape the future of digital finance at brighthush.

We look forward to welcoming a dedicated, analytical, and customer‑obsessed professional to our team. Join us, and be part of a company that is not just leading the market, but redefining it.