Senior Customer Experience Associate – FinTech Innovation & AI‑Driven Support Specialist at brighthush

Welcome to brighthush – Where Finance Meets Innovation

At brighthush, we’re redefining how businesses manage their money. Our mission is to build the smartest infrastructure for finance teams, seamlessly embedded in every dollar a company spends. By automating the flow of over $200 billion in annualized spend across 70,000+ companies, we empower our customers to authorize payments, flag risk, categorize spend, and close books with unprecedented speed and accuracy.

Our customers experience tangible results: on average, they save 5 % on spend and grow revenue by 16 % in their first year with us. That’s far beyond what traditional finance solutions can deliver. If you’re passionate about building systems that directly shape how companies move and manage billions, brighthush is the place to bring your ideas to life.

About the Role

As a Customer Experience Associate, you will be the frontline advocate for our customers, ensuring that every interaction is smooth, insightful, and solution‑oriented. You’ll dive deep into our product ecosystem—payments, corporate cards, travel, accounting integrations, and more—to diagnose issues, drive resolutions, and continuously improve the experience.

This is not a scripted support role. It’s a dynamic, ownership‑driven position where you’ll triage, investigate, and make high‑signal judgment calls throughout the day. Your work will directly influence product evolution, process optimization, and the overall satisfaction of our clients.

Key Responsibilities

• Customer Advocacy: Serve as the voice of brighthush’s support team, engaging with customers via live calls, email, and chat.
• Cross‑Product Diagnosis: Understand how our payments, cards, travel, and accounting integrations interconnect, and identify where they break.
• Ownership & Escalation Management: Take full accountability for every ticket, routing it to the correct team—Risk, Engineering, Product, or Partnerships—while ensuring timely resolution.
• AI‑Powered Innovation: Build and shape AI tools, not just use them. Leverage AI‑powered research tools and proprietary platforms like Glass to streamline investigations and provide actionable insights.
• Process Improvement: Identify gaps in SOPs, knowledge base articles, or internal workflows, and proactively design and implement solutions—whether that’s an automation, a new SOP, or a knowledge article.
• Clear Communication: Translate complex financial and technical concepts into clear, jargon‑free explanations for customers, including CFOs and finance leaders.
• Performance Excellence: Consistently exceed CSAT, QA, and speed‑of‑service metrics, demonstrating a track record of high performance.

Essential Qualifications

• Systems Thinking: You don’t just solve the ticket in front of you—you ask why the problem exists and how to prevent it from recurring.
• AI Fluency: You actively use AI tools such as Claude, Notion AI, and other research/workflow platforms, and can demonstrate how you’ve applied them to deliver real results.
• Technical Conversationalist: You can discuss APIs, bank integrations, and accounting software in depth, even if you’re not writing code.
• Prioritization Mastery: You manage multiple high‑priority issues across several teams without letting anything slip through the cracks.
• Communication Skills: You write clearly and concisely, explaining payment reconciliation or risk flags to senior finance leaders without jargon.
• Phone Proficiency: You’re comfortable handling a high volume of phone interactions, often the first point of contact for our customers.
• Performance‑Driven: You have a proven record of exceeding key metrics such as CSAT, QA scores, and response times.

Preferred Qualifications (Nice to Haves)

• Experience building AI‑driven workflows or automations beyond simple prompting.
• Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage).
• Background in payments infrastructure (ACH, wire transfers, card networks).
• Track record of working in a fast‑paced environment where product and CX evolve rapidly.

Why Join brighthush as a CX Associate?

• Cross‑Functional Exposure: From day one, you’ll collaborate with Product, Engineering, and GTM teams—no siloed support queues.
• AI‑First Culture: Unlimited access to AI tokens, proprietary tools like Glass, and a culture that expects you to use AI to move faster and build smarter.
• Career Growth You Own: Grow within CX, explore other functions, or carve out a path that doesn’t yet exist. We invest in your development.
• Team‑Centric Environment: Team events, in‑person offsites, and a genuine commitment to building a team people want to be part of.
• Launchpad for Your Career: brighthush is one of the fastest‑growing fintechs—your role here is a springboard to future leadership opportunities.

Work Environment & Schedule

Our CX Associates work a 40‑hour week, scheduled through a bid process. Shifts span 7:00 AM–11:00 PM local time (EST/CST/PST) and typically include a weekend day. You’ll also cover 2–3 company holidays per year on a rotating basis. Because our customers operate on strict financial deadlines, flexibility and responsiveness are essential.

Compensation & Benefits

We offer competitive salaries and a comprehensive benefits package that reflects our commitment to your well‑being and professional growth.

Salary Ranges

• NYC or SF: $60,000–$70,000
• All other locations: $60,000–$65,000

Benefits (US, Canada, UK)

• Flexible PTO and paid time off
• Centralized home‑office equipment ordering
• Health and wellness stipend
• Weekly coffee stipend
• 401(k) with employer match (US) / RRSP + DPSP with match (Canada)
• Fertility HRA (up to $10,000 per year in the US, $4,000 lifetime in Canada)
• Parental leave: up to 16 weeks (birthing + bonding) or 8 weeks (bonding only) at 100 % pay, with additional time at reduced pay in the UK
• Pet insurance
• In‑office perks: lunch, snacks, drinks, and more
• Relocation expense coverage for NYC or SF (if needed)
• One Medical annual membership (US)
• Virtual GP and at‑home care via eMed x Livi (UK)
• Employee Assistance Program and virtual care through Lumino Health (Canada)

Our Commitment to Diversity & Inclusion

brighthush is proud to be an equal‑opportunity employer. We consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. We also actively discourage and protect against recruiting scams—brighthush will only contact you through official @brighthush.com email addresses and will never ask for payment or sensitive personal information during the hiring process.

How to Apply

Ready to join a team that’s building the future of finance? Click the link below to apply and take the first step toward an exciting career at brighthush.

Apply to this job at brighthush

Learn More About Our AI‑First Approach

Explore how brighthush is integrating AI into customer experience:

• AI‑First Company Journey: How brighthush Became an AI‑First Company – CPO
• Glass – Our Proprietary AI Platform: Inside Glass: How brighthush Built a Proprietary AI Platform for CX – AI Product Manager
• AI‑Powered CX: AI‑Powered Customer Experience at brighthush – Head of CX / AI

Final Thoughts

At brighthush, you’ll be part of a culture that values ownership, continuous learning, and the relentless pursuit of excellence. If you thrive in a fast‑paced, data‑rich environment and want to build systems that help companies manage billions of dollars with confidence, we want to hear from you. Join us and help shape the future of finance—one customer interaction at a time.