Senior Customer Operations Specialist – Global FinTech Support, Process Design & International Team Leadership at brighthush

About brighthush

brighthush is redefining the way people and businesses move money across borders. In a world where traditional banking is no longer sufficient, we are building the primary account for global finance. Our flagship product, brighthush One, is a seamless, multi‑currency account that lets users receive, hold, send, and spend funds instantly, earn yield, and pay with a local‑currency card—all powered by a robust brighthush network that leverages stablecoins for fast, cheap, and reliable payments.

As a pioneer in the stablecoin space, brighthush is positioned to become the first stop for global money. From income deposits to business payouts, from everyday spending to new financial products, we are creating the infrastructure that will support the next wave of cross‑border commerce.

Why Join brighthush?

At brighthush, you’ll be part of a global, high‑velocity team that is obsessed with building the best products. We operate with trust, clarity, and ambition: own your craft, move with urgency, contribute beyond your lane, back your teammates, debate rigorously, and keep raising the bar for what great means. If you thrive in a fast‑moving startup environment and want to make a tangible impact on millions of users, brighthush is the place for you.

Role Overview

We are expanding our Customer Experience Team to support our growing international user base. As a Senior Customer Operations Specialist, you will own the end‑to‑end customer journey for the Central Standard Time (CST) zone, ensuring that every interaction is swift, accurate, and delight‑inducing. Your work will shape the processes, standards, and culture that will scale as we grow.

Key Responsibilities

• Own the Customer Experience: Serve as the first point of contact for customers encountering issues or seeking assistance across chat, email, and our support platform. Deliver high‑quality, timely responses that reflect brighthush’s brand voice.
• Process Design & Optimization: Collaborate with the Head of Operations to build, refine, and document support workflows, escalation paths, and knowledge bases. Your insights will directly influence how the team functions.
• Build Foundations: In an early‑stage environment, many processes are not yet defined. Create templates, response frameworks, and internal guides that become the backbone of the support organization.
• International Team Enablement: As we onboard new Ops team members in emerging markets, you will mentor, onboard, and ensure consistent delivery across regions.
• Proactive Issue Identification: Monitor customer interactions to spot recurring pain points. Flag these to Product and Engineering, prioritizing fixes that move the needle for users.
• Cross‑Functional Collaboration: Work closely with Compliance, KYC, Product, and Engineering to ensure a seamless experience during onboarding, verification, and dispute resolution.
• Represent the Customer: Bring customer insights into internal discussions, advocating for improvements that matter most to our users.
• Shift Flexibility: While most weeks follow a Monday‑Friday schedule, you will rotate weekend shifts every six weeks, with compensatory days off.

Essential Qualifications

• 1–3 years of experience in customer operations, success, or support—ideally within fintech, payments, or crypto. Strong candidates from other sectors will be considered if they demonstrate the right fit.
• Proven ownership mindset: you take initiative, fix gaps, and hold yourself to high standards even when no one is watching.
• Clear, concise communication skills: you can craft helpful, professional responses under pressure and explain complex situations simply.
• Fluent in English: all internal communication is conducted in English.
• Comfort with ambiguity: you thrive in a fast‑changing environment, adapting to new priorities and evolving processes.
• Curiosity about crypto: a foundational understanding of stablecoins and digital assets, coupled with a desire to learn more.
• Organized under pressure: you manage queues, prioritize effectively, and maintain quality during peak periods.
• Collaborative by default: you work well with cross‑functional teams, across time zones, and with colleagues you may never meet in person.

Preferred Qualifications

• Experience building or rebuilding processes in a startup or scale‑up environment.
• Hands‑on experience with support tools such as Intercom, Zendesk, Freshdesk, or similar.
• Familiarity with KYC or compliance workflows related to customer onboarding.
• Informal or formal experience managing a small team or onboarding new colleagues.
• Interest in stablecoin and DeFi products and the customer challenges they create.
• Multilingual skills that support communication across our international markets.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical skills to identify trends and root causes.
• Excellent written and verbal communication.
• Proficiency with CRM and support platforms.
• Adaptability and resilience in a dynamic, high‑growth environment.
• Team player who thrives in a collaborative culture.

Career Growth & Learning

At brighthush, you will start with real ownership from day one. Your work will directly impact hundreds of thousands of users and the movement of millions of dollars daily. As the company scales, you will have opportunities to:

• Lead cross‑functional initiatives and product improvements.
• Progress into senior Ops or Product roles, leveraging your deep customer insights.
• Participate in mentorship programs and knowledge‑sharing sessions.
• Attend industry conferences, workshops, and training to stay ahead of fintech trends.

Work Environment & Culture

brighthush fosters an inclusive, high‑energy culture where ideas are valued and execution is celebrated. Our remote‑first approach is complemented by a vibrant London HQ that offers:

• State‑of‑the‑art office space with a collaborative layout.
• On‑site gym and wellness facilities.
• Daily catered meals and healthy snack options.
• Flexible working hours with a focus on results over rigid schedules.
• Regular team‑building events, hackathons, and learning sessions.

Compensation & Benefits

We offer a competitive salary range of $20K–$35K, complemented by token compensation that aligns your success with the company’s growth. Additional benefits include:

• Premium health insurance for you and your family, fully covered by brighthush.
• Monthly wellness budget for gym memberships, therapy, sauna, or massage.
• Full relocation support and visa sponsorship for international candidates.
• Access to the latest tools and technology to perform at your best.
• Real ownership and responsibility from day one, with your work shipping to millions of users.

How to Apply

If you are a self‑starter who thrives in a fast‑moving startup environment and is ready to shape the future of global finance, we want to hear from you. Submit your application through our careers portal and join brighthush in building the next generation of money.

Closing

At brighthush, you will be part of a mission to make global money accessible, reliable, and frictionless. Your role as Senior Customer Operations Specialist will be pivotal in ensuring that every customer interaction reflects the quality and innovation that defines our brand. If you are ready to take ownership, drive process excellence, and help shape the future of cross‑border finance, apply today and become a key player in our journey.