Senior Customer Experience Lead – Remote Treasury Management Support & Coaching for brighthush

About brighthush

brighthush is a forward‑thinking financial services firm that blends cutting‑edge technology with a deep commitment to customer success. With a global footprint and a reputation for innovation, brighthush empowers its clients to navigate complex treasury landscapes with confidence and clarity. Our people are the heart of everything we do, and we pride ourselves on fostering an inclusive, collaborative, and growth‑oriented culture that celebrates diversity, curiosity, and continuous improvement.

Position Overview

As a Senior Customer Experience Lead within brighthush’s Treasury Management Care Center, you will serve as the frontline champion for our most valued clients. Working remotely, you will guide a high‑performing team of Customer Service Representatives, ensuring that every interaction reflects brighthush’s commitment to excellence, empathy, and efficiency. Your leadership will drive the adoption of the CARES model, elevate service quality, and create a culture of accountability and innovation.

Why This Role Matters

In a world where financial services are increasingly digital, the human touch remains a critical differentiator. Your role will shape how clients perceive brighthush, turning routine inquiries into opportunities for trust and loyalty. By blending technical expertise with coaching and mentorship, you will help our team deliver seamless, personalized solutions that keep clients coming back.

Key Responsibilities

• Lead & Coach the Team: Mentor 8–12 Customer Service Representatives, providing real‑time feedback, coaching sessions, and performance reviews that align with brighthush’s core values.
• Escalation Management: Act as the primary escalation point for complex product and service issues, collaborating with cross‑functional partners to resolve problems swiftly and accurately.
• Customer Interaction Excellence: Deliver the CARES (Customer‑centric, Agile, Responsive, Empathetic, Solution‑focused) model across all channels—phone, email, chat, and social media.
• Process Improvement: Identify root causes of recurring issues, propose scalable solutions, and champion continuous improvement initiatives that reduce resolution time and increase satisfaction.
• Data & Reporting: Track key metrics (CSAT, NPS, First‑Contact Resolution, SLA adherence), generate weekly dashboards, and present insights to senior leadership.
• Workflow & Scheduling: Coordinate daily schedules, manage workload distribution, and ensure optimal staffing levels during peak periods.
• Compliance & Risk Management: Uphold brighthush’s Enterprise Risk Management Framework, ensuring all customer interactions comply with regulatory and internal policies.
• Stakeholder Collaboration: Partner with product, technology, and operations teams to communicate customer feedback and influence product enhancements.
• Culture Champion: Promote an inclusive, respectful workplace where every team member feels valued and empowered to contribute.

Essential Qualifications

• Education: Associate’s degree or equivalent in Business, Finance, or a related field.
• Experience: Minimum of 3 years in a customer service or support environment, with at least 1 year in a supervisory or lead capacity.
• Product Knowledge: Demonstrated understanding of treasury management products, banking operations, or financial technology solutions.
• Leadership Skills: Proven ability to coach, motivate, and develop a diverse team while maintaining high performance standards.
• Communication: Exceptional verbal and written communication skills, with the ability to translate complex concepts into clear, actionable guidance.
• Analytical Thinking: Strong problem‑solving skills, with a data‑driven approach to identifying trends and root causes.
• Technical Proficiency: Comfortable using CRM systems (e.g., Salesforce), knowledge bases, and collaboration tools (Slack, Teams).
• Remote Work Readiness: Ability to maintain focus, discipline, and high productivity in a home‑based environment.

Preferred Qualifications

• Experience in the banking or financial services sector, especially within treasury or corporate banking.
• Certifications such as Certified Customer Experience Professional (CCXP) or Six Sigma Green Belt.
• Background in fraud detection, risk management, or compliance.
• Fluency in multiple languages to support a global client base.
• Proficiency with data visualization tools (Tableau, Power BI).

Skills & Competencies

• Customer Focus: Deep empathy for client needs and a relentless drive to exceed expectations.
• Accountability: Own outcomes, take responsibility for results, and model integrity for the team.
• Decision Making & Critical Thinking: Evaluate options quickly, make informed decisions, and anticipate potential impacts.
• Relationship Building: Cultivate strong internal and external partnerships that foster collaboration and trust.
• Technical Savvy: Stay current with emerging technologies and leverage them to enhance service delivery.
• Adaptability: Thrive in a fast‑moving environment, pivoting priorities as business needs evolve.
• Effective Communication: Articulate complex ideas clearly, both verbally and in writing, to diverse audiences.
• Fraud Detection & Prevention: Recognize red flags, apply controls, and collaborate with security teams.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. As a Senior Customer Experience Lead, you will:

• Gain exposure to senior leadership through regular strategy sessions and cross‑functional projects.
• Participate in leadership development programs that cover advanced coaching, conflict resolution, and strategic planning.
• Earn certifications in customer experience, risk management, or financial technology through our partnered learning platforms.
• Progress into roles such as Customer Experience Director, Treasury Operations Manager, or Product Strategy Lead.

Work Environment & Company Culture

brighthush champions a culture that values:

• Inclusivity: A workplace where diverse perspectives are celebrated and every voice is heard.
• Collaboration: Cross‑departmental teamwork that breaks down silos and drives collective success.
• Innovation: A mindset that encourages experimentation, embraces new ideas, and rewards creative problem‑solving.
• Work‑Life Balance: Flexible schedules, generous paid time off, and remote work options that support personal well‑being.
• Recognition: Regular acknowledgment of achievements through awards, shout‑outs, and career advancement opportunities.

Compensation & Benefits

While specific figures may vary based on location and experience, brighthush offers a competitive base salary range of $37,500 to $75,000, complemented by performance‑based incentives. In addition, employees receive:

• Comprehensive medical, dental, and vision coverage, including a Health Savings Account (HSA) option.
• Life and disability insurance for employees and their families.
• 401(k) retirement plan with company match, plus access to a pension and stock purchase program.
• Dependent care reimbursement and flexible spending accounts.
• Paid time off: up to 11 paid holidays, 9 occasional absence days, and 15–25 vacation days annually, scaling with tenure.
• Parental leave, adoption assistance, and support for surrogacy and doula services.
• Robust wellness program featuring fitness subsidies, mental health resources, and financial wellness workshops.
• Educational assistance, including tuition reimbursement for relevant courses and certifications.

How to Apply

Ready to elevate customer experience and lead a high‑impact team? Submit your application today and join the brighthush family.

Apply Now

Join brighthush – Where Your Voice Shapes the Future

At brighthush, we don’t just provide services; we create lasting relationships built on trust, innovation, and exceptional service. As a Senior Customer Experience Lead, you will be at the forefront of this mission, guiding a talented team to deliver world‑class support while advancing your own career. If you’re passionate about customer success, thrive in a dynamic environment, and are ready to make a tangible impact, we want to hear from you.