Senior Customer Service Lead – Remote Treasury Management & Escalation Specialist – Champion Excellence in Financial Customer Experience at brighthush

Welcome to brighthush – Where Customer Experience Meets Treasury Innovation

At brighthush, we’re redefining the way financial institutions serve their clients. With a global presence that spans continents and a portfolio of cutting‑edge treasury solutions, we empower businesses to navigate the complexities of cash flow, risk management, and regulatory compliance with confidence. Our culture is built on collaboration, integrity, and a relentless pursuit of excellence. As we accelerate our digital transformation, we’re looking for visionary leaders who can blend deep product knowledge with a passion for coaching teams to deliver exceptional service in a fast‑paced, remote environment.

Position Overview

As a Senior Customer Service Lead within brighthush’s Treasury Management Care Center, you will be the linchpin between our clients and the broader support organization. Based remotely, you will guide a high‑performing team of Customer Service Representatives, ensuring that every interaction reflects brighthush’s core values of trust, responsiveness, and innovation. Your role will involve advanced problem resolution, escalation management, and the continuous development of your team’s skills and confidence.

Key Responsibilities

• Advanced Customer Service & Escalation: Act as the primary escalation point for complex inquiries across all communication channels, providing timely, accurate, and empathetic resolutions.
• Coaching & Mentorship: Deliver the CARES (Customer‑A‑centric, Agile, Responsive, Empathetic, Solution‑focused) coaching model to team members, fostering a culture of continuous learning and high performance.
• Root‑Cause Analysis: Identify recurring issues, conduct root‑cause investigations, and collaborate with cross‑functional teams to implement systemic improvements.
• Performance Management: Provide actionable feedback, set clear performance metrics, and recommend development plans to senior leadership.
• Workflow & Scheduling: Coordinate daily shift schedules, manage workload distribution, and ensure coverage aligns with service level agreements.
• Stakeholder Collaboration: Partner with product, compliance, and technology teams to resolve complex customer challenges and drive service enhancements.
• Data & Reporting: Maintain accurate records of customer interactions, generate performance reports, and present insights to leadership.
• Continuous Improvement: Champion process improvements, share best practices, and contribute to the evolution of the CARES model.

Essential Qualifications

• Education: Associate’s degree or equivalent experience in business, finance, or a related field.
• Experience: Minimum of 3 years in a customer service or support role, with at least 1 year in a supervisory or coaching capacity.
• Product Knowledge: Demonstrated understanding of treasury products, banking services, or financial solutions.
• Communication Skills: Exceptional written and verbal communication, with the ability to convey complex information clearly.
• Analytical Thinking: Strong problem‑solving skills, including root‑cause analysis and data interpretation.
• Leadership: Proven ability to motivate, develop, and lead a diverse team in a remote setting.
• Technical Proficiency: Comfortable with CRM systems, knowledge bases, and collaboration tools.
• Adaptability: Ability to thrive in a dynamic environment, managing multiple priorities and shifting customer needs.

Preferred Qualifications

• Experience in the financial services industry, particularly within treasury or corporate banking.
• Certifications in customer service excellence, Six Sigma, or related process improvement methodologies.
• Background in coaching or training, with a track record of measurable performance improvements.
• Knowledge of regulatory compliance frameworks relevant to treasury operations.

Core Competencies

• Customer Experience Management: Delivering service that exceeds expectations and builds long‑term loyalty.
• Decision Making & Critical Thinking: Making informed, data‑driven decisions under pressure.
• Effective Communication: Clear, concise, and persuasive communication across all levels.
• Fraud Detection & Prevention: Vigilance in identifying and mitigating potential risks.
• Managing Multiple Priorities: Balancing competing demands while maintaining quality.
• Problem Solving: Creative and analytical approaches to complex challenges.
• Tech Savvy: Leveraging technology to streamline processes and enhance customer interactions.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our success. As a Senior Customer Service Lead, you will have access to:

• Leadership development programs that sharpen your coaching, strategic thinking, and cross‑functional collaboration skills.
• Mentorship from senior executives in treasury and operations, providing insight into the broader business landscape.
• Opportunities to transition into roles such as Service Delivery Manager, Product Support Lead, or Treasury Operations Analyst.
• Continuous learning through webinars, industry conferences, and internal knowledge‑sharing sessions.

Work Environment & Culture at brighthush

Our remote‑first model empowers you to work from anywhere while staying connected to a vibrant, inclusive community. We celebrate diversity, encourage open dialogue, and reward innovation. Key cultural pillars include:

• Inclusivity: A workplace where every voice is heard and respected.
• Collaboration: Cross‑departmental teamwork that accelerates problem resolution.
• Transparency: Clear communication of goals, expectations, and performance metrics.
• Work‑Life Balance: Flexible scheduling and support for personal well‑being.

Compensation & Benefits

We offer a competitive base salary ranging from $37,500 to $75,000, with performance‑based incentives that reward both individual and team achievements. In addition to the base pay, you will enjoy:

• Comprehensive health, dental, and vision coverage, including a Health Savings Account option.
• Life and disability insurance for you and your family.
• Retirement plan with company match, along with access to a pension and stock purchase program.
• Generous paid time off: 11 paid holidays, 15–25 vacation days (based on tenure), and flexible sick leave.
• Parental leave policies that support new parents and caregivers.
• Professional development stipend and tuition reimbursement for approved courses.
• Wellness initiatives, including mental health resources and financial wellness programs.

Why Join brighthush?

As a Senior Customer Service Lead, you will be at the forefront of shaping how brighthush delivers value to its clients. You’ll lead a team that is passionate about solving real‑world financial challenges, while enjoying the flexibility of remote work and the support of a company that invests in your growth. If you thrive in a collaborative, high‑impact environment and are ready to elevate customer service to new heights, we want to hear from you.

How to Apply

Ready to take the next step in your career? Submit your application through our careers portal at brighthush.com/careers. Include a cover letter that highlights your leadership experience, coaching philosophy, and why you’re excited about the Treasury Management domain.

We look forward to welcoming you to the brighthush family, where your expertise will help shape the future of financial service excellence.