Senior Customer Experience Specialist – Premium White‑Glove Support for High‑Net‑Worth Business Owners at brighthush

About brighthush

brighthush is redefining the way entrepreneurs manage money. By building an AI‑native private bank that unifies banking, credit, payments, and financial operations into a single, intelligent platform, we give business owners the tools they need to grow, scale, and thrive. Since our public launch in September 2023, we have accelerated from zero to nine‑figure annualized revenue and are on a clear path to profitability by late 2026. With a mission to become a $100 B+ company, we are tackling a $1 T+ market that has long been underserved by traditional financial institutions.

Our culture is built on speed, ownership, and impact. We ship relentlessly, prioritize execution over comfort, and empower small, high‑performing teams to own their work and deliver results that shape the future of finance for a generation of business owners.

Role Overview

As a Senior Customer Experience Specialist at brighthush, you will be the trusted advisor and first line of defense for our high‑net‑worth members. This is not a typical customer support role; it is a premium, white‑glove service function that requires deep product knowledge, investigative rigor, and the ability to navigate complex fintech scenarios with precision and discretion.

Key Responsibilities

• Complex Issue Resolution: Handle escalated banking, credit, and payments inquiries via email, chat, and phone. Conduct thorough investigations across multiple internal systems to deliver accurate, high‑quality solutions.
• VIP Account Management: Guide high‑revenue accounts through multi‑step processes such as document verification, account setup, and feature troubleshooting while maintaining the highest standards of care.
• Discretionary Scenarios: Manage sensitive situations—including frozen accounts, disputed transactions, application denials, and compliance communications—with professionalism and judgment.
• Cross‑Functional Collaboration: Partner with engineering, underwriting, risk, and compliance teams to resolve multi‑stakeholder issues and ensure seamless customer experiences.
• Process Improvement: Identify gaps in existing workflows, file detailed bug reports, test new features in staging environments, and update documentation to enhance operational efficiency.
• Lead Qualification: Rigorously assess high‑value sales leads, ensuring each introduction to account executives meets our quality standards and reflects brighthush’s commitment to excellence.

Essential Qualifications

• Fluent in written and spoken English at a professional level.
• Minimum of 2 years of experience in fintech or financial services customer support, preferably at a high‑growth startup where you wore multiple hats.
• Proficiency with Zendesk, Salesforce, or similar CRM platforms.
• Strong ownership mindset: you take initiative, identify problems, and drive solutions without waiting for direction.
• Investigative mindset: you dig deep to uncover root causes and synthesize complex information into clear, actionable insights.
• Technical fluency: you quickly learn new software and navigate tools such as Linear, Slack, Notion, and Google Sheets independently.
• Exceptional judgment: you read between the lines, differentiate genuine confusion from attempts to game the system, and act accordingly.
• Emotional resilience: you remain calm and composed when dealing with frustrated customers, system outages, or shifting priorities.

Preferred Qualifications

• Experience with banking‑as‑a‑service platforms (e.g., Unit, Synapse, Treasury Prime).
• Exposure to fraud detection, KYC/AML processes, or financial compliance.
• Background in creating documentation or improving processes within a fintech or B2B SaaS environment.
• Availability to work nights and weekends, aligning with local or U.S. business hours.

Skills & Competencies

• Communication: Clear, concise, and professional written and verbal communication across multiple channels.
• Problem‑Solving: Ability to dissect complex issues, identify root causes, and propose effective solutions.
• Collaboration: Comfortable working with cross‑functional teams and building strong relationships.
• Adaptability: Thrive in a fast‑moving environment, quickly pivoting to new priorities and challenges.
• Customer‑Centricity: Deep empathy for our members and a relentless focus on delivering exceptional service.

Career Growth & Learning Opportunities

At brighthush, learning is embedded in everything we do. Within the first six months, you will gain exposure to product launches, compliance updates, and operational challenges that will accelerate your professional development far beyond what most people learn in three years.

You will:

• Collaborate directly with product, engineering, and compliance leaders, gaining insight into the full product lifecycle.
• Own initiatives that shape our customer support processes, influencing how we scale and support our growing member base.
• Participate in cross‑functional workshops and hackathons, fostering a culture of continuous improvement.
• Receive mentorship from senior leaders who are passionate about building generational products.

Work Environment & Company Culture

brighthush is a remote‑first organization with hubs in San Francisco, Miami, and New York. We value autonomy, high ownership, and a low‑ego, high‑bar culture. You will work in a collaborative, transparent environment where your voice matters and your contributions directly impact the company’s trajectory.

Key cultural pillars include:

• Speed Over Comfort: We prioritize execution and quality, encouraging rapid iteration while maintaining high standards.
• Extreme Ownership: Every team member is accountable for their work and empowered to make decisions.
• Enduring Impact: Your work will shape how a generation of business owners manages money.
• Elite Peers: You’ll join a cohort of builders, not tourists, who are driven, smart, and focused on results.

Compensation & Benefits

We offer a competitive salary range of $60,000 – $100,000 per year, commensurate with experience. In addition to base pay, you will receive:

• Equity options that provide meaningful upside as we grow.
• Comprehensive health, dental, and vision insurance.
• Flexible paid time off and a generous holiday schedule.
• Unlimited remote work flexibility with the option to work from our offices in San Francisco, Miami, or New York.
• Access to continuous learning resources, including courses, conferences, and internal knowledge sharing.
• Regular team‑building events and wellness initiatives.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a fast‑paced fintech environment, and want to shape the future of finance for entrepreneurs, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role.

Join brighthush and Build Something Generational

At brighthush, you will work on real money, real risk, and solve hard problems that impact the entire financial ecosystem for business owners. You will have true ownership, direct access to leadership, and the opportunity to influence the direction of our product and support organization. If you’re ready to take on a role that offers high impact, rapid learning, and meaningful equity upside, apply today and help us create the next generation of financial services.