Senior Customer Success Team Lead – Remote EMEA – Championing Global Customer Experience, Retention & Growth in FinTech at brighthush – Lead High‑Performance Teams, Drive Data‑Driven Strategies, Shape Product Roadmap

About brighthush

brighthush is more than a fintech platform; it is a bold movement that reimagines how individuals and businesses interact with money in the digital age. By blending the reliability of traditional fiat banking with the agility of cutting‑edge cryptocurrency services, we empower our users to take full control of their financial future. Our technology stack is built on the pillars of security, transparency, and relentless innovation, ensuring that every transaction—whether a simple transfer or a complex crypto trade—is executed with the utmost confidence.

With a global footprint that spans the Americas, EMEA, and APAC, brighthush thrives on a culture of relentless curiosity, agility, and an unwavering obsession with customer delight. We believe that the best ideas emerge from diverse perspectives, which is why we foster an inclusive environment where every team member can contribute, learn, and grow. Our fully distributed model gives you the freedom to work from anywhere in Europe while staying connected to a vibrant, high‑performing team that shares a common purpose: democratizing access to financial tools and giving every customer the confidence to thrive in a rapidly evolving digital economy.

Why brighthush is the Place to Accelerate Your Career

At brighthush, you will be part of a forward‑thinking organization that is reshaping the financial landscape. Here’s why you’ll love working with us:

• Impact at Scale: Your work will directly shape the experience of thousands of customers worldwide, influencing product strategy and service excellence.
• Remote Flexibility: Work from any location in Europe with a reliable internet connection and a dedicated workspace.
• Career Growth: Structured leadership development programs, mentorship from senior executives, and clear pathways to senior management roles.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and equity options that reward your contributions.
• Benefits & Perks: Generous paid time off, comprehensive health coverage, wellness programs, and continuous learning resources.
• Innovation‑Driven Culture: Be part of a team that is constantly experimenting, iterating, and pushing the boundaries of what finance can be.
• Diversity & Inclusion: A workplace that celebrates different backgrounds, perspectives, and ideas, ensuring everyone feels valued and heard.

Key Responsibilities

As the Customer Success Team Lead, you will be the linchpin that ensures our customers receive world‑class support and guidance. Your role will encompass people management, process optimization, and strategic oversight of the customer success function across the EMEA region.

• Team Leadership & Development: Recruit, onboard, and coach a high‑performing team of customer success advisors. Foster a culture of continuous improvement, accountability, and collaboration.
• Performance Management: Define, track, and analyze key performance indicators (KPIs) such as CSAT, NPS, first‑contact resolution, and churn rates. Implement data‑driven initiatives to elevate service quality.
• Escalation Management: Serve as the primary point of escalation for complex customer issues. Work cross‑functionally with product, engineering, and compliance teams to resolve incidents swiftly and transparently.
• Process & Tool Optimization: Evaluate and refine customer success workflows. Champion the adoption of customer service software and CRM systems to streamline interactions and capture actionable insights.
• Strategic Planning: Collaborate with senior leadership to align customer success goals with broader business objectives. Contribute to product roadmap discussions based on customer feedback.
• Knowledge Management: Build and maintain a knowledge base that empowers advisors and customers alike. Ensure documentation is up‑to‑date, accessible, and aligned with brand voice.
• Compliance & Risk Management: Ensure all customer interactions adhere to regulatory standards and internal policies, mitigating risk and safeguarding brand reputation.
• Community Building: Foster a sense of community among customers through webinars, user groups, and feedback sessions, turning satisfied users into brand advocates.
• Cross‑Functional Collaboration: Partner with marketing, sales, product, and engineering to create a seamless customer journey from onboarding to renewal.
• Continuous Improvement: Lead initiatives that identify bottlenecks, automate repetitive tasks, and enhance the overall efficiency of the customer success organization.

Essential Qualifications

• Minimum of 5 years of progressive experience in customer service or operations within the finance or fintech sector.
• Proven track record of leading and scaling high‑performance teams in a remote or distributed environment.
• Strong analytical mindset with the ability to translate data into actionable strategies.
• Excellent communication and coaching skills, capable of inspiring teams and influencing stakeholders at all levels.
• Hands‑on experience with customer service platforms and CRM systems.
• Fluency in English (written and spoken). Proficiency in additional European languages is a plus.
• Demonstrated ability to manage escalations and resolve complex customer issues with empathy and efficiency.
• Understanding of regulatory frameworks relevant to banking and cryptocurrency services (e.g., AML, KYC, GDPR).

Preferred Qualifications

• Experience in a fully distributed organization or a remote‑first culture.
• Background in product management or project management, with a focus on customer‑centric initiatives.
• Knowledge of crypto‑asset operations, blockchain technology, and digital asset compliance.
• Advanced proficiency in data visualization tools and Excel.
• Leadership experience in a high‑growth startup or scale‑up environment.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional experiences and turning challenges into opportunities.
• Strategic Thinking: Ability to see the big picture while managing day‑to‑day operations.
• Data‑Driven Decision Making: Comfortable working with metrics, dashboards, and analytics to inform strategy.
• Adaptability: Thrive in a fast‑moving, evolving industry with shifting priorities.
• Collaboration & Influence: Work effectively across cross‑functional teams and influence without authority.
• Coaching & Mentoring: Develop talent, provide constructive feedback, and create growth pathways.
• Problem‑Solving: Resolve complex issues creatively and efficiently.
• Tech Savvy: Quick to adopt new tools and technologies that enhance customer success.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Customer Success Team Lead, you will:

• Participate in a structured leadership development program that includes mentorship from senior executives.
• Attend industry conferences, webinars, and workshops to stay ahead of fintech trends.
• Access a curated library of courses covering leadership, data analytics, and product management.
• Engage in cross‑functional projects that broaden your skill set and expose you to new business areas.
• Be considered for promotion to Director of Customer Success or Head of Customer Experience within 2–3 years, based on performance.
• Receive regular feedback and coaching sessions that help refine your leadership style and strategic vision.
• Contribute to the evolution of brighthush’s customer success framework, leaving a lasting legacy on how we serve our community.

Work Environment & Culture

Our distributed model means you can work from any European location that suits your lifestyle. We provide:

• Monthly stipends for home‑office equipment and high‑speed internet.
• Regular virtual team‑building events and quarterly in‑person retreats.
• A culture of transparency, where decisions are data‑driven and open to feedback.
• Inclusive policies that celebrate diversity, equity, and belonging.
• Flexible working hours that respect work‑life balance.
• Access to a global network of peers, mentors, and industry experts.
• Opportunities to lead initiatives that directly impact our product roadmap and customer experience.

Compensation & Benefits

• Competitive Salary: Benchmark‑aligned base pay with performance‑based bonuses.
• Equity: Opportunity to own a stake in brighthush through our employee stock‑option plan.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your dependents.
• Paid Time Off: Generous vacation policy, sick leave, and personal days.
• Retirement Plan: 401(k) with company match.
• Professional Development: Annual budget for certifications, conferences, and training.
• Wellness Programs: Gym membership discounts, mental health resources, and mindfulness sessions.
• Community & Giving: Paid volunteer days and corporate social responsibility initiatives.
• Technology Stipend: Monthly allowance for the latest hardware and software to support your remote work.

How to Apply

Ready to lead a dynamic team that shapes the future of banking and crypto? Click the link below to submit your application and join the brighthush family. We look forward to discovering how your expertise can help us deliver unparalleled customer success across the globe.