Senior Customer Experience Advisor & Expert Client Support Specialist – Remote UK – Championing Financial Empowerment, Innovation & Unparalleled Customer‑Centric Excellence at brighthush

About brighthush

brighthush is more than a fintech startup; it is a movement that is redefining how individuals and businesses across the United Kingdom and Ireland experience financial freedom. By blending insurance premium financing, flexible payment plans, and cutting‑edge digital platforms, we empower millions to manage, grow, and protect their financial lives with confidence, transparency, and ease. Every line of code, every policy update, and every customer interaction is guided by a single, unwavering principle: put the customer first. This customer‑centric mindset drives our product design, compliance framework, and culture.

Our mission is to democratise access to financial tools that traditionally required significant upfront capital or complex paperwork. We believe that everyone deserves the opportunity to secure their future, and we are building the technology and support infrastructure to make that a reality.

Why Join brighthush?

When you become part of brighthush, you step into a future‑focused fintech ecosystem that values innovation, integrity, and impact. Our remote‑first model gives you the freedom to work from anywhere in the UK while still being part of a vibrant, high‑energy team. We invest heavily in your professional development, offering mentorship, continuous learning, and clear career pathways that allow you to grow from a Customer Experience Advisor to a Senior Advisor, Team Lead, or specialist role in Finance Operations.

In addition, brighthush is committed to fostering an inclusive workplace where diversity of thought and background is celebrated. Our leadership team actively champions equity, belonging, and inclusion, ensuring that every employee feels valued and empowered to contribute their best.

Role Overview

As a Senior Customer Experience Advisor & Expert Client Support Specialist at brighthush, you will be the frontline ambassador of our brand, ensuring that every customer receives timely, accurate, and friendly support. Working remotely from anywhere in the United Kingdom, you’ll handle inbound calls, process payments, update records, and resolve inquiries with a blend of empathy and efficiency. This role is ideal for individuals who thrive in fast‑paced environments, possess a passion for service excellence, and are eager to grow within a dynamic fintech ecosystem.

In this position, you will collaborate closely with cross‑functional teams—including Product, Engineering, Compliance, and Finance—to continuously refine the customer journey. Your insights will directly influence product enhancements, policy updates, and the overall customer experience strategy.

Key Responsibilities

• Customer Interaction: Answer inbound calls, respond to emails and chat inquiries with professionalism and a customer‑first mindset.
• Payment Processing: Accurately process payments, refunds, and adjustments using our secure, cloud‑based transaction platform.
• Data Management: Update and maintain customer records in our CRM system, ensuring data integrity and compliance with GDPR.
• Issue Resolution: Diagnose and resolve customer concerns, escalating complex issues to the appropriate specialist teams.
• Product Knowledge: Stay current on brighthush’s product offerings, policy changes, and industry trends to provide informed guidance.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Team Collaboration: Participate in regular team huddles, share best practices, and contribute to continuous improvement initiatives.
• Compliance & Security: Adhere to all regulatory requirements, internal policies, and data protection standards in every customer interaction.
• Feedback Loop: Capture customer insights and feed them back to product and engineering teams to drive product enhancements.
• Mentorship: Act as a role model for junior team members, providing guidance, coaching, and support to foster their growth.
• Process Improvement: Identify bottlenecks in the support workflow and propose actionable solutions to enhance efficiency.

Essential Qualifications

• UK residency and eligibility to work in the United Kingdom.
• Strong verbal and written communication skills in English.
• Excellent attention to detail and a commitment to accuracy.
• Ability to work independently in a remote setting while maintaining high productivity.
• Comfortable using multiple digital tools (CRM, ticketing systems, Microsoft Office Suite).
• Valid DBS check (or willingness to undergo one).
• High school diploma or equivalent; higher education is a plus.

Preferred Qualifications

• Previous experience in customer service, call centre, or financial services.
• Knowledge of insurance or finance terminology.
• Experience with remote work environments and virtual collaboration tools.
• Multilingual abilities (e.g., Welsh, French, Spanish) are an advantage.
• Demonstrated problem‑solving skills and a proactive attitude.
• Experience with CRM platforms such as Salesforce or HubSpot.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across all channels.
• Technical Proficiency: Quick learner of new software and digital platforms.
• Time Management: Ability to juggle multiple tasks while meeting deadlines.
• Adaptability: Thrive in a fast‑moving environment with evolving processes.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Team Player: Collaborative spirit, open to feedback, and supportive of colleagues.
• Analytical Thinking: Ability to interpret data, identify trends, and propose actionable improvements.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. As a Senior Customer Experience Advisor, you will have access to:

• Structured onboarding and mentorship programs that pair you with experienced leaders.
• Regular training sessions on product updates, compliance, and soft‑skills enhancement.
• Clear career pathways to roles such as Senior Advisor, Team Lead, or Specialist in Finance Operations.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Annual performance reviews with actionable feedback and growth plans.
• Access to a digital learning platform with courses on fintech, customer service excellence, and personal development.
• Opportunities to attend industry conferences, webinars, and workshops.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from the comfort of your home, a co‑working space, or any location that inspires you. We provide:

• Fully equipped home office stipend to ensure you have the tools you need.
• Flexible working hours that accommodate your personal commitments.
• Regular virtual team events, including game nights, wellness sessions, and knowledge‑sharing webinars.
• A supportive manager who champions your success and well‑being.
• A culture of transparency, where ideas are welcomed and decisions are data‑driven.
• Inclusive policies that celebrate diversity, equity, and belonging.

Compensation & Benefits

We offer a competitive salary package that reflects your experience and the value you bring to brighthush. In addition to the base salary, you will enjoy:

• Generous paid time off (PTO) and public holidays.
• Company‑matched pension scheme to secure your future.
• Health and wellbeing benefits, including mental health support and gym membership discounts.
• Employee referral bonuses and performance‑based incentives.
• Access to a digital learning platform with courses on fintech, customer service excellence, and personal development.
• Annual wellness stipend for home office upgrades, ergonomic equipment, or wellness activities.
• Flexible work‑from‑home arrangements and a stipend for high‑speed internet.

How to Apply

Ready to join a forward‑thinking fintech team that values your voice and rewards your dedication? Click the link below to submit your application and take the first step toward an exciting career at brighthush.

We look forward to welcoming you to the brighthush family, where your passion for customer service will help shape the future of financial empowerment.