Senior Customer Support Analyst – Enterprise Payments & Cross‑Border Solutions at brighthush

Introduction

At brighthush, we are redefining the way businesses connect with global markets. As a leading fintech innovator, brighthush empowers companies to accept payments in local currencies through native payment methods, unlocking seamless cross‑border commerce for emerging economies. Our mission is to bridge the gap between local payment ecosystems and international brands, enabling them to expand effortlessly while delivering a friction‑free customer experience.

In 2024, brighthush forged a strategic partnership with a global technology and digital media powerhouse, amplifying our reach and enriching our platform with cutting‑edge digital capabilities. This collaboration positions brighthush at the forefront of payment infrastructure, giving our clients access to a broader digital ecosystem and unparalleled service reliability.

We are seeking a highly motivated Senior Customer Support Analyst to join our enterprise support team. In this role, you will be the linchpin between our platform and our most valuable clients, ensuring their success through proactive issue resolution, data‑driven insights, and strategic engagement.

Key Responsibilities

• Client‑Facing Support Excellence – Handle inbound inquiries via tickets, responding promptly and professionally to merchant questions about payments, account setup, and basic transactions.
• Case Management & Escalation – Own the end‑to‑end lifecycle of support cases, tracking resolutions from initial report to closure while maintaining clear communication with merchants.
• Operational Consultations – Provide real‑time assistance by querying transaction statuses in back‑office systems and guiding merchants through complex workflows.
• Technical Troubleshooting – Conduct first‑line technical diagnostics for common integration errors (e.g., API issues, HTTP 400/500 responses) and elevate complex problems to specialized teams.
• Proactive Communication – Send notifications and alerts to merchants regarding transaction updates, system maintenance, or preventive advisories to minimize disruptions.
• Data & Reporting – Perform data entry in Excel for reporting, collaborate via Slack for quick team handoffs, and generate actionable insights from support metrics.
• Enterprise Case Leadership – Lead complex production cases, serving as the primary technical point of contact for enterprise merchants and coordinating with their teams for swift resolutions.
• Performance Analytics – Analyze and generate KPIs on support metrics (resolution times, CSAT scores) to inform process improvements and report to leadership.
• Root Cause Analysis – Lead RCA and post‑mortem reviews for recurring incidents, identifying trends in payment failures or integration issues.
• Retention & SLA Management – Participate in retention and SLA review meetings with strategic clients, ensuring alignment on service levels and proactive strategies to prevent churn.
• Knowledge Base Development – Create and update knowledge base articles on common workflows, troubleshooting guides, and best practices to empower junior team members and self‑serve merchants.
• Cross‑Functional Collaboration – Structure escalations to Product, Development, Compliance, and Operations teams, prioritizing based on impact and providing detailed documentation for faster fixes.
• Advanced Troubleshooting – Oversee complex diagnostics using observability tools like Grafana, focusing on payment flows (authorization, capture, cancellation, refund) and regional methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).

Essential Qualifications

• Industry Experience – Minimum 3+ years in fintech or customer support, with proven expertise in payments processing, incident management, and client‑facing roles in multinational settings.
• Technical Proficiency – Deep knowledge of payment flows (authorization, capture, cancellation, refund) and Latin American payment methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards). Proficiency in observability tools like Grafana for log analysis and root cause identification.
• Toolset Mastery – Familiarity with support platforms such as Zendesk or Zoho Desk, Slack, Jira, proprietary back‑office systems, and Excel for basic reporting.
• Language Skills – Formal fluency in English and Spanish for executive‑level discussions and technical documentation with international clients.
• Soft Skills – Strong leadership in mentoring junior staff, exceptional problem‑solving under pressure, and the ability to manage multiple high‑priority escalations while fostering cross‑team collaboration.

Preferred Qualifications

• Experience working with cross‑border payment platforms or global e‑commerce merchants.
• Knowledge of compliance frameworks (PCI‑DSS, GDPR, AML) related to payment processing.
• Background in data analytics or experience with BI tools (Tableau, Power BI).
• Prior exposure to agile development environments and sprint ceremonies.

Skills & Competencies

• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose scalable solutions.
• Communication Excellence – Clear, concise, and empathetic communication across technical and non‑technical stakeholders.
• Customer‑Centric Mindset – Passion for delivering outstanding service and turning challenges into opportunities for client success.
• Adaptability – Thrive in a fast‑paced, evolving fintech environment with shifting priorities.
• Collaboration & Influence – Work effectively with cross‑functional teams (Product, Engineering, Compliance, Operations) to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering a culture of continuous learning. As a Senior Customer Support Analyst, you will:

• Gain exposure to the full lifecycle of payment processing, from integration to settlement.
• Collaborate with product and engineering teams to shape the future of our platform.
• Lead initiatives that improve support workflows, reduce resolution times, and elevate customer satisfaction.
• Participate in mentorship programs, coaching junior analysts and building high‑performing teams.
• Access internal training, certifications, and industry conferences to stay ahead of fintech trends.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and inclusivity. Our remote‑first model empowers you to work from anywhere while staying connected through:

• Weekly virtual town halls and cross‑departmental knowledge‑sharing sessions.
• Open‑door leadership communication and a flat hierarchy that encourages idea exchange.
• Team‑building retreats, hackathons, and community service initiatives.
• Flexible work hours and a focus on work‑life balance.

Compensation, Perks & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Equity options to share in the company’s growth.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off, parental leave, and mental‑health resources.
• Professional development stipend and access to industry conferences.
• Wellness programs, gym memberships, and virtual fitness classes.
• Annual company retreats and social events.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping global commerce. You will:

• Work on cutting‑edge payment solutions that impact millions of merchants worldwide.
• Collaborate with talented engineers, product managers, and data scientists.
• Drive tangible improvements in customer experience and operational efficiency.
• Enjoy a culture that values curiosity, experimentation, and personal growth.
• Be part of a company that celebrates diversity, equity, and inclusion at every level.

Ready to Make an Impact?

If you are passionate about fintech, thrive in a dynamic environment, and want to help enterprises succeed in cross‑border payments, we want to hear from you. Apply today and become a pivotal force in brighthush’s journey to empower global commerce.