Senior Customer Experience Specialist – Elite White‑Glove Support for High‑Net‑Worth Fintech Clients at brighthush

About brighthush

brighthush is not just another fintech company – it’s a movement that is reshaping how ambitious entrepreneurs manage every dollar of their business. Since launching publicly in September 2023, we have accelerated from zero to nine‑figure annualized revenue, and we’re on track to hit profitability by late 2026. Our mission is audacious yet clear: deliver a product that is fundamentally better than anything else in the market and build a company worth over $100 B by solving the most underserved problems for entrepreneurs.

Our customers are affluent business owners with annual revenues ranging from $3 M to $200 M. They are the backbone of the economy, yet they remain trapped in outdated banks and fragmented tools. At brighthush, we’re replacing that entire ecosystem with a single, intelligent system that scales with their growth. The opportunity is massive—over $1 T in revenue potential—yet the market is largely invisible. That’s where you come in.

Why brighthush?

• Mission‑Critical Impact: You’ll be working on software that directly controls how money moves at scale, influencing the financial lives of thousands of entrepreneurs.
• High Bar, Low Ego: Small, high‑performing teams, exceptional talent, and real ownership. Your voice matters.
• Speed & Execution: We prioritize rapid iteration, quality, clarity, and results. If you thrive in a fast‑moving environment, you’ll fit right in.
• Enduring Legacy: The solutions we build will shape how a generation of business owners runs their companies.
• Career Growth: From day one you’ll be exposed to product launches, compliance changes, and operational challenges that accelerate learning and skill development.
• Remote Flexibility: Work from anywhere—San Francisco, Miami, New York, or fully remote—while owning your shift and avoiding micromanagement.

Position Overview

As a Senior Customer Experience Specialist at brighthush, you will be the frontline champion for our high‑net‑worth fintech clients. You will deliver world‑class, white‑glove support that ensures our customers feel confident, heard, and empowered to grow their businesses. You will partner closely with product, engineering, compliance, and sales teams to translate customer feedback into actionable improvements, while maintaining the highest standards of service excellence.

Key Responsibilities

• Client Advocacy: Serve as the primary point of contact for a portfolio of high‑value clients, managing all aspects of their support lifecycle from onboarding to renewal.
• Issue Resolution: Diagnose, troubleshoot, and resolve complex technical and operational issues with speed and precision, escalating only when necessary.
• Process Improvement: Identify recurring pain points, propose scalable solutions, and collaborate with cross‑functional teams to implement process enhancements.
• Knowledge Management: Create and maintain detailed documentation, FAQs, and training materials that empower clients and internal teams alike.
• Feedback Loop: Capture and analyze customer sentiment, translating insights into product road‑map priorities and feature requests.
• Relationship Building: Foster long‑term relationships with key stakeholders, ensuring a deep understanding of their business objectives and financial strategies.
• Metrics & Reporting: Track and report on key performance indicators such as CSAT, NPS, first‑contact resolution, and churn, using data to drive continuous improvement.
• Compliance & Security: Ensure all interactions adhere to regulatory standards and internal security protocols, safeguarding client data and trust.
• Team Leadership: Mentor junior specialists, share best practices, and contribute to a culture of excellence and collaboration.

Essential Qualifications

• 5+ years of experience in high‑volume, high‑value customer support or account management within fintech, banking, or enterprise SaaS.
• Proven track record of managing complex, multi‑step issues for high‑net‑worth clients with a focus on quality and speed.
• Strong analytical mindset: ability to dissect problems, identify root causes, and propose actionable solutions.
• Excellent communication skills—both written and verbal—across all levels, including C‑suite executives.
• Deep understanding of banking, payments, credit, and personal finance ecosystems, preferably with experience in AI‑native platforms.
• Experience working in a fast‑paced, high‑growth startup environment where ownership and initiative are rewarded.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot), ticketing tools (e.g., Zendesk, Intercom), and data analytics platforms (e.g., Looker, Tableau).
• Strong sense of empathy and a passion for delivering exceptional customer experiences.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Background in product management or engineering, providing a holistic view of the product lifecycle.
• Experience with AI/ML‑driven financial products or platforms.
• Knowledge of regulatory frameworks such as GDPR, PCI‑DSS, or SOX.
• Prior experience in a white‑glove or concierge support role for high‑net‑worth clientele.
• Certifications in customer success, project management, or related fields.

Skills & Competencies

• Customer‑Centric Mindset: Always put the client first, anticipating needs before they arise.
• Problem‑Solving: Approach challenges methodically, leveraging data and creativity to find the best solutions.
• Collaboration: Work seamlessly with product, engineering, compliance, and sales to deliver integrated outcomes.
• Adaptability: Thrive in a dynamic environment, pivoting quickly when priorities shift.
• Strategic Thinking: Balance day‑to‑day support with long‑term vision for customer success and product evolution.
• Leadership: Inspire and guide junior team members, fostering a culture of continuous learning.
• Communication: Articulate complex concepts clearly to both technical and non‑technical audiences.
• Data‑Driven Decision Making: Use metrics and analytics to inform actions and measure impact.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product. From day one, you’ll be exposed to:

• Product launches and feature rollouts, giving you firsthand insight into how customer feedback shapes our roadmap.
• Compliance and regulatory initiatives, allowing you to develop expertise in fintech governance.
• Cross‑functional projects that span engineering, data science, and marketing, broadening your skill set.
• Mentorship from senior leaders who are passionate about nurturing talent and fostering innovation.
• Regular learning sessions, hackathons, and industry conferences to keep you at the forefront of fintech trends.

Work Environment & Company Culture

brighthush is built on a foundation of trust, autonomy, and relentless curiosity. Our culture is defined by:

• Remote‑First Flexibility: Work from any location that suits you—whether that’s a bustling city or a quiet home office.
• Flat Hierarchy: Your ideas matter, and you’ll have direct access to founders and executives.
• High‑Performance Teams: Collaborate with some of the brightest minds in fintech, engineering, and design.
• Continuous Feedback: Regular 1:1s, performance reviews, and peer feedback loops keep everyone growing.
• Inclusive & Diverse: We celebrate differences and strive to create an environment where everyone feels valued.
• Social Impact: Every feature we build has a tangible impact on the lives of entrepreneurs worldwide.

Compensation, Perks & Benefits

While the exact figures vary based on experience, we offer a competitive total rewards package that includes:

• Base salary that reflects market rates for senior customer experience roles in fintech.
• Performance‑based bonuses tied to customer satisfaction, retention, and product adoption metrics.
• Equity options that allow you to share in brighthush’s long‑term success.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and a fully remote work model.
• Professional development stipend for courses, certifications, and conferences.
• Wellness programs, including gym memberships and mental health resources.
• Annual team retreats and social events to foster camaraderie and collaboration.

How to Apply

Ready to join a company that is redefining the future of fintech and delivering unmatched value to high‑net‑worth entrepreneurs? Click the link below to submit your application and become part of the brighthush revolution.

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Join brighthush Today

At brighthush, we’re not just building a product; we’re building a legacy. If you’re passionate about creating transformative customer experiences, thrive in a fast‑paced environment, and want to make a real impact on the world’s most ambitious business owners, we want to hear from you. Apply now and help us shape the future of private banking for entrepreneurs.