Senior Customer Engagement Representative – High‑Volume Re‑Engagement & Funding Conversion Specialist at brighthush

Why Join brighthush?

At brighthush, we are on a bold mission to unlock the capital that fuels small businesses across America. As a leading fintech innovator headquartered in Boston, Massachusetts, with talent spread across the United States, the Dominican Republic, and Canada, we combine cutting‑edge technology with a people‑first philosophy. Recognized as a top workplace by industry peers and certified as a premier employer, brighthush invests heavily in its people, its platform, and the customer experience—ensuring long‑term success for every stakeholder.

About the Role

We are seeking a Senior Customer Engagement Representative who thrives on turning “Paid In Full” (PIF) accounts into fresh funding opportunities. This is a high‑impact, metrics‑driven position focused on winning back previously funded merchants, re‑activating their financing journey, and driving revenue through strategic, high‑volume outreach. If you live for leaderboard rankings, love dissecting conversion data, and enjoy mentoring teammates, this role is tailor‑made for you.

Key Responsibilities

• Consultative Re‑Engagement: Conduct discovery calls with business owners, assess their current goals, answer questions, and present tailored renewal options that align with their growth plans.
• Dialer Mastery: Operate a high‑volume auto‑dialer environment, delivering consistent, high‑quality pitches from the first call to the hundredth, while maintaining energy and professionalism.
• CRM Execution (Salesforce): Use Salesforce as a tactical weapon—manage rapid lead queues, update deal stages in real time, and ensure data integrity across the funnel.
• Cross‑Functional Collaboration: Partner with Sales, Processing, Underwriting, Collections, and Accounting to guarantee timely and accurate funding outcomes for re‑engaged merchants.
• Mentorship & Leadership: Coach junior representatives on daily processes, script delivery, and performance optimization, fostering a culture of continuous improvement.
• Performance Optimization: Analyze personal metrics daily; diagnose dips in conversion (e.g., call timing, script adherence, lead source) and pivot strategies instantly.
• Beta Technology & Documentation: Pilot new dialer enhancements, AI logging tools, and other emerging tech; provide concise, actionable feedback to product teams.
• Pipeline Integrity: Ensure zero “leaks” in the funnel—100% of assigned PIF leads must be contacted within strict Service Level Agreements (SLAs).

Success Metrics (What We Measure)

• Activity Volume: Daily attainment of outbound call volume, talk time, and multi‑channel touchpoints (SMS, email).
• Conversion Efficiency: High lead‑to‑opportunity and opportunity‑to‑funding percentages.
• Quota Attainment: Monthly and quarterly revenue targets are treated as a floor, not a ceiling.
• Funnel Management: Zero “leaks” – every PIF lead is engaged within SLA windows.

Essential Qualifications

• Minimum 1+ year of experience in a fast‑paced sales or customer‑engagement environment.
• Demonstrated track record of being in the top percentile of performance metrics (leaderboard rankings, quota over‑achievement).
• Strong comfort with high‑volume phone activity, auto‑dialer systems, and multi‑channel outreach.
• Proficiency in Salesforce or a comparable CRM; daily deal updates are a must.
• Exceptional verbal communication, active listening, and consultative selling skills.
• Resilience and a growth mindset—ability to handle “no” and pivot to “yes” through persistence and strategic questioning.
• Organizational excellence: time‑management, meticulous record‑keeping, and the ability to juggle multiple priorities.

Preferred Qualifications & Nice‑to‑Haves

• Experience in fintech, small‑business financing, or related financial services.
• Background in mentoring or coaching junior sales talent.
• Familiarity with AI‑driven call logging, predictive dialer enhancements, or other emerging sales technologies.
• Exposure to compliance documentation and the ability to discuss financial statements clearly.
• Previous experience working in a remote‑first or distributed team environment.

Core Skills & Competencies

• Metric‑Driven Mindset: Obsession with data, KPIs, and continuous improvement.
• Strategic Follow‑Up: Ability to design and execute multi‑touch outreach sequences that convert.
• Technical Acumen: Comfortable navigating CRM dashboards, dialer platforms, and basic financial documentation.
• Collaboration: Works seamlessly with cross‑functional teams to resolve bottlenecks and accelerate funding.
• Mentorship: Shares knowledge, provides constructive feedback, and lifts the performance of peers.
• Adaptability: Thrives in a fast‑changing environment, quickly adopting new tools and processes.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is limited only by your ambition. As a Senior Customer Engagement Representative, you will:

• Gain exposure to the full financing lifecycle—from underwriting to collections—building a holistic fintech skill set.
• Participate in exclusive beta programs for next‑generation sales technology, positioning you as a thought leader within the organization.
• Access a robust professional development budget for certifications, conferences, and coursework related to sales strategy, fintech, or leadership.
• Potentially advance into senior management roles such as Team Lead, Operations Manager, or Product Strategy Partner, depending on performance and interests.
• Receive regular coaching from senior executives who are invested in your personal and professional success.

Compensation & Total Rewards

Base Salary: $50,000 – $60,000 USD annually (commensurate with experience).

Variable Compensation: Up to $2,000 USD per month based on achievement of activity, conversion, and revenue targets. The variable component is transparent, tied directly to measurable performance metrics.

Benefits Package (U.S. Employees)

• Medical, dental, and vision coverage.
• Flexible time‑off policy and paid parental leave.
• 401(k) match.
• Wellness reimbursement and volunteering days.
• Annual professional development budget.
• Charitable donation matching.
• Commuter benefits for those who choose to work from one of our premier office locations.

Our compensation philosophy is market‑based, regularly benchmarked, and designed to reward high performers fairly and equitably.

Work Environment & Culture at brighthush

Remote‑First Flexibility: We prioritize workplace flexibility. Whether you work from a home office, a co‑working space, or one of our modern office hubs, you have the autonomy to choose the environment that fuels your best work.

Collaborative Spirit: While we love remote work, we also value in‑person collaboration. Teams are encouraged to meet at our flagship locations for strategy sessions, workshops, and team‑building events.

The brighthush Compass: Our cultural framework guides how we lead, collaborate, and show up every day.

• Back the Builders: We empower entrepreneurs, not just support them.
• Rooted in People: Deep connection meets extreme ownership.
• Flying V: Coordinated speed and urgency achieve what individuals cannot alone.
• Always Forward, Never Finished: Relentless growth keeps us ahead of the competition.

When we’re not driving business results, we celebrate wins, host virtual game nights, organize community volunteer days, and create moments that strengthen our bond as a team.

Equal Opportunity Commitment

brighthush is proud to be an equal‑opportunity employer. We foster an inclusive culture built on high performance and exceptional customer experience. Our hiring practices focus on talent, potential, and fit, eliminating bias and ensuring that every individual—regardless of background—has a fair chance to thrive.

Ready to Make an Impact?

If you are a top‑performing, metric‑obsessed sales professional who loves the thrill of turning “Paid In Full” accounts into new funding opportunities, we want to hear from you. Join brighthush and become a pivotal part of a mission‑driven fintech that is reshaping the future of small‑business financing.

How to Apply

Click the link below to submit your application through our secure portal. We look forward to reviewing your story and exploring how you can help us keep the capital flowing to America’s builders.