Senior Customer Excellence Lead – European Operations & CRM Strategy for Digital Finance Innovation at brighthush

About brighthush

brighthush is a trailblazer in the digital finance ecosystem, delivering a seamless blend of trading, payments, wealth management, custody, institutional services, and Web3 solutions to a global audience. Since its inception in 2018, brighthush has grown to serve over 80 million users across more than 200 countries, positioning itself at the forefront of the next generation of regulated digital asset services. Powered by cutting‑edge technology and a user‑first philosophy, brighthush is redefining how people interact with money, assets, and financial markets.

Why This Role Matters

As the Senior Customer Excellence Lead for the European market, you will be the architect of a world‑class customer experience that balances operational efficiency, regulatory compliance, and delight. Your leadership will shape how brighthush communicates with millions of users, resolves complex issues, and continuously elevates service quality across every touchpoint. In a fast‑moving industry where trust and transparency are paramount, your strategic vision will directly influence brand perception, customer loyalty, and long‑term growth.

Key Responsibilities

Customer Service Strategy & Operations

• Define and execute a European‑centric customer service strategy that aligns with brighthush’s global objectives and local market expectations.
• Oversee day‑to‑day support operations across all European markets, ensuring consistent service delivery across channels and customer segments.
• Establish service standards, operating procedures, KPIs, and performance frameworks that drive measurable improvements.
• Champion operational efficiency, scalability, and continuous improvement initiatives across the customer service function.

CRM, Incident & Platform Communications

• Own the operational CRM and notification strategy for European users, spanning email, in‑app messaging, push notifications, and system banners.
• Serve as the accountable owner for critical user alerts, managing end‑to‑end incident communications during platform changes, maintenance, and downtime.
• Collaborate with Product, Operations, and Marketing to craft and distribute clear, timely product updates, compliance notices, and general news.
• Maintain standardized templates and rapid‑response incident runbooks to keep users transparently informed during critical events.

Customer Experience & Service Quality

• Deliver high‑quality support across retail, active trader, VIP, and institutional customer segments.
• Own customer satisfaction metrics, service quality, response times, and first‑contact resolution performance.
• Identify pain points and drive improvements across the end‑to‑end customer journey.
• Develop consistent and effective communication standards across European markets.

Complaint Management & Escalations

• Oversee complaint handling, escalations, and dispute resolution in compliance with regulatory requirements.
• Ensure effective processes for managing complex, sensitive, and high‑priority cases.
• Partner with Compliance, Legal, and Risk teams to address customer protection and regulatory concerns.
• Analyze complaint trends and implement corrective actions to eliminate recurring issues.

Service Channels & Customer Support

• Manage support delivery across live chat, email, telephone, and other relevant channels.
• Develop effective support models for onboarding, KYC, deposits, withdrawals, trading, and account inquiries.
• Ensure appropriate service coverage, workforce planning, and multilingual support capabilities across Europe.
• Oversee performance of internal teams and outsourced customer support providers.

Technology, Automation & Performance

• Drive adoption of customer service technologies, AI, automation, and self‑service solutions.
• Own customer service analytics, reporting, and performance dashboards.
• Leverage customer insights, data, and feedback to improve service quality, productivity, and retention.
• Partner with Product and Technology teams to enhance support platforms, workflows, and customer journeys.

Leadership & Compliance

• Build and lead a high‑performing European customer service function.
• Set clear objectives, KPIs, and accountability across internal teams and external service providers.
• Ensure operations meet European regulatory requirements, including customer protection, complaint handling, and data privacy.
• Collaborate with global and local stakeholders to align service standards while addressing European regulatory and customer needs.

Essential Qualifications

• 10+ years of progressive experience in customer service, operations, or experience design, with a strong leadership track record in fintech, crypto, banking, or brokerage environments.
• Proven ability to lead large‑scale, multi‑market customer service operations and high‑performing international teams.
• Deep understanding of crypto trading, digital assets, payments, and financial services customer journeys.
• Demonstrated expertise in managing support operations, complaint handling, escalations, and service quality.
• Hands‑on experience with customer service platforms, CRM systems, AI, automation, and omnichannel solutions.
• Commercial and analytical mindset with experience managing CSAT, NPS, SLAs, response times, resolution rates, and operational efficiency metrics.
• Experience managing outsourced service providers, workforce planning, and multilingual support operations.
• Strong knowledge of European markets, customer protection requirements, and regulated financial services environments.
• Proven ability to drive operational transformation, customer experience improvements, and scalable service delivery.
• Excellent communication, leadership, and stakeholder management skills.
• Fluent in English; additional European languages are a plus; Chinese is a nice to have.
• Bachelor’s or Master’s degree in Business Administration, Management, Finance, Communications, or a related field; equivalent professional experience will also be considered.

Preferred Qualifications

• Experience in a regulated digital asset or financial services environment within the European Economic Area.
• Track record of implementing AI‑driven self‑service portals or chatbot solutions that reduce ticket volume.
• Background in data‑driven decision making, with proficiency in SQL, Tableau, or similar analytics tools.
• Experience in cross‑functional collaboration with Product, Technology, Compliance, and Risk teams.
• Knowledge of GDPR, MiFID II, and other EU regulatory frameworks affecting customer service.

Key Skills & Competencies

• Strategic Thinking & Visionary Leadership
• Operational Excellence & Process Optimization
• Customer‑Centric Mindset & Empathy
• Data‑Driven Decision Making
• Change Management & Transformation Leadership
• Regulatory & Compliance Acumen
• Multilingual Communication & Cultural Sensitivity
• Stakeholder Engagement & Influence
• Technology Adoption & Innovation Management
• Performance Measurement & KPI Management

Career Growth & Learning Opportunities

At brighthush, your professional journey is supported by a robust learning ecosystem. You will have access to:

• Executive coaching and leadership development programs.
• Cross‑functional project assignments that broaden your skill set.
• Annual budget for certifications, conferences, and industry events.
• Internal mobility pathways that enable lateral moves across product, technology, and compliance functions.
• Mentorship from senior leaders who champion innovation and customer obsession.

Work Environment & Culture

brighthush thrives on a culture of innovation, transparency, and collaboration. Our teams operate in a high‑velocity, data‑driven environment where ideas are tested quickly and feedback loops are short. We celebrate diversity, encourage open dialogue, and reward bold experimentation. Whether you work remotely or from one of our vibrant European hubs, you’ll find a supportive community that values work‑life balance, mental well‑being, and continuous learning.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonus structure tied to individual, team, and company goals.
• Equity or stock‑option plan to share in brighthush’s growth.
• Comprehensive health, dental, and vision insurance.
• Flexible working hours and remote‑work options across Europe.
• Generous paid time off, parental leave, and sabbatical programs.
• Wellness stipend covering gym memberships, mental health resources, and wellness apps.
• Professional development budget covering courses, certifications, and conference attendance.
• Employee referral program with attractive incentives.

How to Apply

If you are a seasoned customer experience leader ready to shape the future of digital finance in Europe, we invite you to join brighthush. Submit your application through our careers portal, and let’s explore how your expertise can elevate the customer journey for millions of users worldwide.

Join brighthush – Where Innovation Meets Customer Delight

At brighthush, we believe that exceptional customer service is the cornerstone of sustainable growth. As the Senior Customer Excellence Lead, you will be at the heart of this mission, driving operational excellence, regulatory compliance, and a culture of continuous improvement. Bring your passion for technology, data, and people, and help us build the next generation of trusted digital asset services across Europe.