Senior Customer Success Champion – Fintech & Finance Support Specialist (Remote, Part‑Time) – Lead Client Delight, Drive Regulatory Excellence, Champion Seamless User Experience, Shape Product Feedback at brighthush

Welcome to brighthush – Where Finance Meets Innovation

At brighthush, we’re not just a fintech company; we’re a global movement redefining how individuals and businesses manage, grow, and protect their wealth. Our mission is to democratize financial services by blending cutting‑edge technology, data‑driven insights, and an unwavering customer‑centric philosophy. From seamless banking to sophisticated investment and wealth‑management solutions, we deliver a unified experience that transcends borders. As we accelerate our expansion, we’re inviting passionate, high‑energy professionals to join a remote‑first team that thrives on creativity, collaboration, and continuous learning.

Why This Role Is a Game‑Changer

As the frontline guardian of our clients’ experience, the Senior Customer Success Champion – Fintech & Finance Support Specialist transforms user frustration into advocacy, solves complex account puzzles, and safeguards every transaction against regulatory risk. In a fast‑paced, remote environment where every interaction shapes our brand, you’ll be the voice that turns a single ticket into a lasting partnership. Your work will directly influence customer satisfaction scores, product adoption rates, and the overall reputation of brighthush in a highly competitive market.

Key Responsibilities – Your Daily Impact

• Ticket Resolution Excellence: Resolve support tickets across email, chat, and phone with speed, accuracy, and empathy, ensuring every user feels heard and valued.
• Account Troubleshooting & Investigation: Diagnose and resolve account‑related issues, from login failures to transaction discrepancies, collaborating with Product, Engineering, and Compliance teams as needed.
• Compliance & Risk Oversight: Scrutinize money movements, verify KYC/AML compliance, and flag suspicious activity, ensuring adherence to both internal policies and external regulations.
• Documentation & Knowledge Management: Create clear, concise, and searchable records of all client interactions in our support system, enriching the knowledge base for future agents.
• Proactive Client Guidance: Educate users on product features, security best practices, and self‑service options, reducing repeat inquiries and empowering customers.
• Escalation Management: Identify cases that require senior intervention, follow escalation protocols, and ensure seamless handoff to the appropriate team.
• Process Improvement & Innovation: Analyze support workflows, identify bottlenecks, and propose enhancements that improve efficiency, quality, and customer satisfaction.
• Performance Analytics: Track key metrics—response time, resolution rate, CSAT scores—and generate reports that inform strategy and continuous improvement.
• Team Collaboration & Culture: Participate in weekly virtual huddles, monthly all‑hands meetings, and cross‑functional projects, fostering a culture of transparency and shared success.
• Product Feedback Loop: Capture user insights and relay them to Product and Engineering, influencing roadmap decisions and feature prioritization.
• Regulatory Updates: Stay current on evolving fintech regulations, ensuring that support practices remain compliant and that customers receive accurate guidance.

Essential Qualifications – What We Expect

• 2–3 years of client‑facing experience in fintech, banking, or technology sectors.
• Proven track record of troubleshooting user accounts and resolving technical issues independently.
• Advanced proficiency in English (written and spoken); additional languages are a plus.
• Hands‑on experience with support platforms and familiarity with AI assistants.
• Strong analytical mindset, meticulous attention to detail, and a passion for problem‑solving.
• Self‑starter attitude, capable of thriving in a remote, autonomous environment.
• Excellent communication skills, able to translate complex concepts into clear, user‑friendly language.

Preferred Qualifications – Bonus Skills

• Background in financial services, wealth management, or payment processing.
• Experience with regulatory compliance, AML/KYC procedures, and risk assessment.
• Knowledge of ACH, wire transfers, or crypto‑asset transactions.
• Multilingual capabilities beyond English.
• Prior experience in a distributed, remote team setting.

Skills & Competencies – What Makes You Thrive

• Customer‑centric mindset with a genuine passion for delivering exceptional service.
• Technical aptitude and rapid learning ability to adapt to new tools and product updates.
• Time‑management skills to juggle multiple tickets and shifting priorities.
• Adaptability to fast‑changing product features and market dynamics.
• Collaborative spirit, even when working independently.
• Commitment to continuous learning and professional development.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success Champion, you’ll have the opportunity to:

• Progress into senior support roles or specialized product support teams.
• Transition into product management, compliance, or operations based on your interests.
• Participate in ongoing training programs, including fintech certifications, data analytics workshops, and leadership development courses.
• Engage with cross‑functional projects that influence product roadmap and customer experience.
• Earn recognition through our “Champion of the Quarter” program and receive tangible rewards for outstanding performance.
• Mentor junior agents, sharing best practices and fostering a culture of continuous improvement.
• Attend industry conferences and webinars, expanding your professional network and staying ahead of market trends.

Work Environment & Company Culture – Where Innovation Lives

brighthush champions a culture of innovation, transparency, and inclusion. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels via our internal tools and video conferencing.
• Flexible scheduling that respects work‑life balance.
• A collaborative environment where ideas are valued and feedback is constructive.
• Annual virtual retreats and optional in‑person meet‑ups for team bonding.
• Access to a digital wellness platform that includes meditation, fitness, and mental health resources.
• Inclusive hiring practices that celebrate diversity across all dimensions.

Compensation, Perks, and Benefits – We Value Your Contribution

While specific figures may vary based on experience and location, brighthush offers a competitive hourly rate for part‑time, contract roles. In addition, you’ll enjoy:

• Health and wellness stipends to support your physical and mental well‑being.
• Access to a comprehensive digital benefits platform covering health, dental, and vision.
• Professional development budget for courses, conferences, and certifications.
• Regular team‑building events, both virtual and in‑person when possible.
• Opportunity to work with industry‑leading fintech tools and technologies.
• Performance bonuses tied to customer satisfaction metrics and ticket resolution rates.
• Paid time off and flexible holiday scheduling to recharge and maintain balance.
• Employee referral program with attractive rewards for successful hires.

How to Apply – Join the brighthush Journey

Ready to join a forward‑thinking fintech that values your expertise and empowers your growth? Click the link below to submit your application and become part of the brighthush journey.