Senior Customer Engagement Executive – Remote, VIP Support & Soft Sales Specialist at brighthush

About brighthush

brighthush is a trailblazing fintech pioneer reshaping the way people manage money, invest, and secure their financial future. With a mission to democratize access to high‑quality financial services, we combine cutting‑edge technology, data‑driven insights, and a customer‑centric philosophy to deliver seamless, personalized experiences across Southeast Asia and beyond. Our platform powers millions of users, offering everything from digital banking, wealth management, and insurance solutions to innovative payment and lending products.

At brighthush, we believe that the heart of any successful business is its people—both our customers and our team. We foster a culture of curiosity, collaboration, and continuous improvement. Every employee is empowered to experiment, learn, and grow, while our leadership team remains committed to transparency, purpose, and impact. Whether you’re a seasoned professional or a fresh graduate, brighthush offers a dynamic environment where your ideas can shape the future of finance.

Your Role

As a Senior Customer Engagement Executive, you will be the frontline ambassador of brighthush’s brand, ensuring that every interaction with our members is smooth, professional, and memorable. You will manage end‑to‑end customer journeys, provide VIP support, and identify soft‑sales opportunities—all while upholding the highest standards of service quality and compliance. Your work will directly influence customer satisfaction, retention, and revenue growth, making you an essential part of our mission to deliver world‑class financial solutions.

Key Responsibilities

• Customer Support Excellence – Handle member inquiries across multiple channels (live chat, email, phone) with accuracy, empathy, and speed. Resolve issues, answer product questions, and guide users through complex processes.
• Customer Journey Management – Map and monitor each member’s journey, ensuring a friction‑free experience from onboarding to ongoing usage. Follow up on pending cases until full resolution and document outcomes for continuous improvement.
• Soft‑Sales & Upsell Opportunities – Proactively identify moments to introduce relevant products or upgrades, such as premium accounts, investment plans, or insurance packages. Collaborate with the sales team to convert interest into action while maintaining service integrity.
• Transaction Support – Verify transaction details, coordinate with back‑office teams, and resolve any discrepancies. Ensure compliance with regulatory standards and internal policies.
• VIP Member Care – Deliver personalized, high‑touch support to our premium and high‑net‑worth clients. Anticipate needs, provide tailored solutions, and maintain strong relationships that foster loyalty.
• Process & Operations – Follow standard operating procedures, maintain accurate records, and collaborate with cross‑functional teams (Product, Compliance, Marketing) to streamline workflows and enhance service delivery.
• Ownership & Continuous Improvement – Take full responsibility for assigned cases, learn from feedback, identify systemic issues, and propose actionable improvements to reduce friction and increase efficiency.

Essential Qualifications

• Minimum 1 year of experience in a customer service or sales‑related role, preferably in fintech, banking, or a high‑volume digital service environment.
• Proven experience in live‑chat or real‑time support, with a track record of meeting or exceeding response and resolution metrics.
• Fluency in English and Mandarin (both written and spoken). Additional language skills are a plus.
• Excellent typing speed (≥ 60 words per minute) and high accuracy, coupled with the ability to multitask across multiple support channels.
• Strong analytical and problem‑solving skills, with a data‑driven mindset to identify trends and root causes.
• Self‑motivated, disciplined, and capable of working independently in a fast‑paced, remote environment.
• Proficiency with Windows OS, Microsoft Office Suite, Google Workspace, and customer‑relationship management (CRM) tools.
• Availability for 9‑hour rotating shifts, including weekends and public holidays, within a 5‑day workweek.
• Personal laptop with a stable, high‑speed internet connection.

Preferred Qualifications

• Experience in a VIP or high‑net‑worth client support role.
• Background in financial services, wealth management, or insurance.
• Knowledge of regulatory compliance frameworks (e.g., KYC, AML, GDPR).
• Experience with ticketing systems such as Zendesk, Freshdesk, or similar platforms.
• Previous exposure to data analytics tools (e.g., Tableau, Power BI) for reporting and insights.
• Multilingual capabilities beyond English and Mandarin.

Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering exceptional experiences and turning challenges into opportunities.
• Communication Mastery – Clear, concise, and empathetic communication across written and verbal channels.
• Technical Aptitude – Comfortable navigating multiple software platforms, troubleshooting issues, and learning new tools quickly.
• Analytical Thinking – Ability to dissect problems, identify patterns, and recommend data‑driven solutions.
• Team Collaboration – Works effectively with cross‑functional teams, sharing insights and aligning on goals.
• Adaptability – Thrives in a dynamic environment, adjusting priorities and strategies as needed.
• Ownership & Accountability – Takes responsibility for outcomes, follows through on commitments, and seeks continuous improvement.

Career Growth & Learning

At brighthush, your professional development is a top priority. We offer:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Access to internal training courses, webinars, and industry certifications.
• Regular performance reviews with clear pathways for promotion to senior or managerial roles.
• Opportunities to work on cross‑functional projects, expanding your skill set beyond customer support.
• Participation in innovation labs and hackathons to contribute to product development.

Work Environment & Culture

brighthush champions a remote‑first culture that values flexibility, autonomy, and work‑life balance. Our remote teams collaborate through:

• Weekly virtual stand‑ups and cross‑departmental syncs.
• Real‑time collaboration tools (Slack, Microsoft Teams, Miro).
• Quarterly virtual retreats and team‑building activities.
• Inclusive policies that celebrate diversity, equity, and belonging.

We also foster a culture of recognition, celebrating wins—both big and small—through peer shoutouts, spot bonuses, and public acknowledgments.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that rewards high performance. In addition, you’ll enjoy:

• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and mental‑health days.
• Well‑being initiatives such as virtual fitness classes, meditation sessions, and wellness stipends.
• Technology stipend for home‑office equipment upgrades.
• Employee stock‑option plans to share in the company’s growth.

How to Apply

Ready to make a tangible impact on millions of users and grow your career in a fast‑moving fintech environment? Apply now to join brighthush as a Senior Customer Engagement Executive and help us build the future of finance.

Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role to .

We look forward to welcoming you to our team of innovators, problem‑solvers, and customer‑advocates.