Senior Customer Support Analyst – Enterprise Payments & Cross‑Border Solutions at brighthush – Driving Client Retention & Technical Excellence

About brighthush

brighthush is a leading fintech innovator that empowers global brands to expand into emerging markets by simplifying local and cross‑border payments. Our mission is to bridge the gap between multinational merchants and the diverse payment ecosystems of Latin America, Africa, and Southeast Asia. By combining cutting‑edge technology with deep regional expertise, we enable our partners to accept payments in local currencies through native methods—such as Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, and local card networks—while maintaining a seamless, secure, and compliant experience for end‑users.

In 2024, brighthush forged a strategic partnership with Aleph Group, a global technology and digital media powerhouse. This collaboration amplifies our reach and enhances our platform’s capabilities, allowing us to deliver an even broader suite of digital services to our enterprise clients. As a result, brighthush is positioned at the forefront of the fintech revolution, driving growth for merchants and consumers alike.

We are looking for a Customer Support Analyst who will play a pivotal role in ensuring the success of our key enterprise clients. In this dynamic environment, you will be responsible for proactive issue resolution, performance analysis, and strategic client engagement—all while navigating the fast‑paced world of cross‑border payments.

Role Overview

As a Customer Support Analyst at brighthush, you will be the first line of defense for our enterprise merchants. Your day‑to‑day work will involve handling inbound inquiries, troubleshooting technical issues, analyzing support metrics, and collaborating with cross‑functional teams to drive continuous improvement. You will also act as a trusted advisor to our clients, helping them navigate complex payment flows and ensuring their operations run smoothly.

Key Responsibilities

• Ticket Management & Client Communication: Respond to inbound tickets via Zendesk or Zoho Desk with speed and professionalism. Provide clear, concise, and actionable guidance to merchants regarding payments, account setup, and transaction inquiries.
• Incident Tracking & Escalation: Own the lifecycle of support cases—from initial report to resolution. Maintain transparent communication with merchants and internal stakeholders, ensuring that all escalations are prioritized and documented accurately.
• Operational Consultations: Conduct real‑time queries of transaction statuses in proprietary back‑office systems and provide merchants with up‑to‑date information on their payment flows.
• First‑Level Technical Troubleshooting: Resolve common integration errors such as API authentication failures, HTTP 400/500 status codes, and payment gateway misconfigurations. Escalate complex issues to specialized engineering or product teams.
• Proactive Notifications: Send timely alerts to merchants about system maintenance, transaction updates, or preventive advisories to minimize disruptions and enhance the customer experience.
• Data Management & Reporting: Populate Excel spreadsheets with support metrics, generate weekly KPI reports, and collaborate via Slack for quick handoffs and knowledge sharing.
• Advanced Production Support: Lead complex production incidents, acting as the primary technical point of contact for enterprise merchants. Coordinate with product, development, compliance, and operations teams to expedite resolution.
• Root Cause Analysis & Post‑Mortem: Conduct thorough RCA investigations for recurring incidents, identify systemic trends, and recommend process improvements to prevent future occurrences.
• Retention & SLA Management: Participate in retention meetings with strategic clients, review service level agreements, and develop proactive strategies to mitigate churn.
• Knowledge Base Development: Author and update knowledge base articles, troubleshooting guides, and best‑practice documents to empower junior staff and enable self‑service for merchants.
• Cross‑Functional Collaboration: Structure escalations to product, development, compliance, and operations teams, ensuring that impact assessments and documentation are clear and actionable.
• Observability & Monitoring: Utilize Grafana dashboards to monitor payment flows—authorization, capture, cancellation, refund—and regional payment methods, identifying anomalies and performance bottlenecks.

Essential Qualifications

• Minimum of 3+ years of experience in fintech or customer support, with a proven track record in payments processing, incident management, and client‑facing roles within multinational environments.
• 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 such as Grafana for log analysis and root cause identification.
• Hands‑on experience with support platforms like Zendesk or Zoho Desk, collaboration tools such as Slack, project tracking systems like Jira, and data manipulation in Excel.
• Formal fluency in English and Spanish, enabling executive‑level discussions and technical documentation with international clients.
• Exceptional problem‑solving skills under pressure, with the ability to manage multiple high‑priority escalations simultaneously.
• Strong leadership qualities, including mentoring junior staff and fostering cross‑team collaboration.

Preferred Qualifications

• Experience working with cross‑border payment solutions or in a high‑volume fintech environment.
• Knowledge of compliance frameworks (PCI‑DSS, GDPR, local data protection laws) relevant to payment processing.
• Experience with API integration troubleshooting and knowledge of RESTful services.
• Background in data analytics or performance monitoring, with the ability to translate metrics into actionable insights.
• Prior exposure to enterprise‑level client management and retention strategies.

Skills & Competencies

• Technical Proficiency: Payment processing, API troubleshooting, observability tools (Grafana), support platforms (Zendesk, Zoho Desk), collaboration tools (Slack, Jira), data analysis (Excel).
• Communication: Clear, concise, and professional written and verbal communication in English and Spanish.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Time Management: Prioritize tasks, manage multiple concurrent tickets, and meet SLA commitments.
• Collaboration: Work seamlessly with engineering, product, compliance, and operations teams.
• Adaptability: Thrive in a fast‑moving fintech environment, quickly learning new tools and processes.

Career Growth & Learning Opportunities

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

• Gain exposure to the full lifecycle of cross‑border payment solutions, from integration to settlement.
• Collaborate with senior engineers and product managers, gaining insights into product strategy and roadmap.
• Participate in regular training sessions on emerging payment technologies, compliance updates, and customer success best practices.
• Have the opportunity to transition into roles such as Technical Support Engineer, Product Analyst, or Customer Success Manager, depending on your interests and performance.
• Access to an internal learning platform with courses on fintech fundamentals, data analytics, and leadership development.

Work Environment & Company Culture

brighthush is committed to creating an inclusive, collaborative, and innovative workplace. Our culture is built on:

• Remote Flexibility: Work from anywhere in Ecuador (or other eligible regions) with a fully remote setup, supported by the latest collaboration tools.
• Team Collaboration: Daily stand‑ups, cross‑functional workshops, and open channels for idea sharing.
• Employee Well‑Being: Comprehensive health benefits, mental health resources, and a generous paid time off policy.
• Diversity & Inclusion: A diverse workforce that values different perspectives and encourages open dialogue.
• Innovation Mindset: A culture that rewards experimentation, continuous improvement, and customer‑centric thinking.

Compensation & Perks

While specific salary figures are not disclosed in this posting, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to key metrics such as resolution time, customer satisfaction, and incident reduction.
• Health, dental, and vision insurance coverage.
• Flexible work hours and remote work stipend.
• Professional development budget for certifications, conferences, and courses.
• Employee referral program and recognition awards.

How to Apply

If you are passionate about fintech, thrive in a fast‑paced environment, and want to make a tangible impact on enterprise merchants worldwide, we encourage you to apply. Submit your resume and a brief cover letter highlighting your relevant experience and why you’re excited about joining brighthush.

Closing Statement

At brighthush, you will be part of a mission‑driven team that is reshaping how businesses transact across borders. Your expertise will directly influence the success of our enterprise partners and the growth of our platform. Join us to build the future of payments, one transaction at a time.

Ready to take the next step? Click the link below to apply and become an integral part of brighthush’s journey to redefine global commerce.