Senior Customer Service Manager – Driving Excellence in Digital Lending Support & Customer Experience Leadership

About brighthush

brighthush is a trailblazing financial technology firm that empowers consumers to make smarter borrowing decisions. By harnessing cutting‑edge digital tools, we connect borrowers with a curated network of lending partners, enabling them to compare offers, understand terms, and secure the best possible solutions for their financial goals. Our mission is to transform the loan experience into one that is transparent, convenient, and deeply customer‑centric. At brighthush, technology and innovation are not just buzzwords—they are the foundation of a service culture that places the customer at the heart of everything we do.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re shaping the future of financial empowerment. Our team thrives on collaboration, continuous improvement, and a shared commitment to delivering exceptional service. We celebrate diversity, encourage creative problem‑solving, and provide a work environment that balances flexibility with purpose. Whether you’re a seasoned leader or an ambitious professional looking to accelerate your career, brighthush offers the resources, mentorship, and growth opportunities to help you reach new heights.

Key Responsibilities

• Lead and Inspire a High‑Performing Team: Supervise a dynamic group of customer service representatives, fostering a culture of accountability, empathy, and continuous learning.
• Resolve Complex Customer Issues: Act as the final point of escalation for challenging inquiries, ensuring swift resolution and maintaining the highest levels of customer satisfaction.
• Analyze Performance Metrics: Monitor key performance indicators (KPIs) such as response time, resolution rate, and CSAT scores; translate data into actionable insights.
• Develop and Refine Service Protocols: Design, implement, and iterate on customer service procedures, policies, and best practices that align with brighthush’s quality standards.
• Coordinate Cross‑Functional Initiatives: Collaborate with product, marketing, and compliance teams to align service strategies with broader business objectives.
• Report and Forecast: Prepare detailed performance reports, trend analyses, and capacity forecasts to support operational planning and executive decision‑making.
• Champion Continuous Improvement: Identify process bottlenecks, propose solutions, and lead change initiatives that enhance efficiency and customer experience.
• Mentor and Develop Talent: Provide coaching, training, and career guidance to team members, fostering professional growth and retention.

Essential Qualifications

• Proven experience in a customer service leadership role, preferably within fintech, banking, or a related consumer‑facing industry.
• Exceptional written and verbal communication skills, with the ability to convey complex information clearly and concisely.
• Strong analytical mindset: adept at interpreting data, spotting trends, and making data‑driven decisions.
• Demonstrated ability to manage escalated customer inquiries, turning challenging situations into positive outcomes.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk, HubSpot) and customer support tools.
• Advanced knowledge of Microsoft Office suite, especially Excel for data analysis and reporting.
• Excellent organizational skills, capable of juggling multiple priorities while maintaining high quality.
• Leadership acumen: experience in coaching, performance management, and fostering a collaborative team culture.

Preferred Qualifications

• Experience in the digital lending or broader financial services sector.
• Background in process improvement methodologies such as Lean, Six Sigma, or Kaizen.
• Knowledge of regulatory compliance related to consumer finance (e.g., Truth in Lending Act, Fair Credit Reporting Act).
• Experience managing remote or hybrid teams.
• Fluency in additional languages to support a diverse customer base.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and a deep understanding of customer needs.
• Strategic Thinking: Ability to align team goals with brighthush’s long‑term vision and market positioning.
• Problem‑Solving: Creative and analytical approach to diagnosing issues and implementing effective solutions.
• Communication: Clear, persuasive, and empathetic communication across all levels of the organization.
• Adaptability: Comfortable navigating a fast‑paced, evolving fintech landscape.
• Data Literacy: Skilled in extracting insights from data and translating them into actionable strategies.

Career Growth & Development Opportunities

At brighthush, your career trajectory is as dynamic as the industry we serve. As a Customer Service Manager, you’ll have the chance to:

• Progress into senior leadership roles such as Director of Customer Experience or VP of Customer Success.
• Lead cross‑functional projects that shape product development and go‑to‑market strategies.
• Participate in executive‑level strategy sessions, influencing the direction of brighthush’s customer‑centric initiatives.
• Access continuous learning resources, including industry certifications, leadership workshops, and mentorship programs.
• Benefit from a culture that rewards innovation, initiative, and measurable impact.

Work Environment & Culture

brighthush is proud to offer a fully remote, flexible work model that empowers you to balance professional and personal commitments. Our culture is built on:

• Collaboration: Regular virtual town halls, team‑building events, and open communication channels.
• Transparency: Clear goals, frequent feedback, and an open‑door policy for ideas and concerns.
• Inclusivity: A diverse workforce that values different perspectives and experiences.
• Well‑Being: Resources for mental health, physical fitness, and work‑life balance.
• Innovation: A sandbox environment where experimentation is encouraged and failures are learning opportunities.

Compensation & Benefits

While the base hourly rate for this role is competitive, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive hourly wage with performance‑based bonuses.
• Sign‑up bonus of $200 to welcome new hires.
• Fully remote work with flexible scheduling.
• Paid training and onboarding to ensure you hit the ground running.
• Paid time off (PTO) and holidays.
• Health, dental, and vision insurance plans.
• Professional development stipend and access to industry conferences.
• Career advancement pathways and mentorship programs.
• Supportive team environment with regular check‑ins and recognition.

How to Apply

If you are ready to lead a high‑impact customer service team, drive operational excellence, and help shape the future of digital lending, we want to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this job

Join brighthush Today

At brighthush, we believe that every customer interaction is an opportunity to build trust, deliver value, and create lasting relationships. As our next Customer Service Manager, you will be at the forefront of this mission, guiding a talented team to exceed expectations and drive measurable results. If you thrive in a fast‑paced, technology‑driven environment and are passionate about elevating customer experience, we invite you to apply and become part of a company that is redefining the way people borrow.