Senior Customer Support Analyst – Morning Shift – AI‑Powered Risk & Compliance SaaS Platform – Champion Customer Success & Drive Continuous Improvement at brighthush

About brighthush

brighthush is a trailblazer in the risk and compliance technology space, delivering AI‑driven, enterprise‑grade solutions that empower financial institutions to navigate complex regulatory landscapes with confidence. Since our founding in 2015, we have evolved from a nimble startup into a high‑growth, venture‑backed SaaS powerhouse, serving banks, investment managers, and asset owners across the Americas, Europe, and APAC. Our platform blends cutting‑edge generative AI with robust data analytics to streamline due diligence, third‑party risk assessment, cyber security, and privacy management. At brighthush, we believe that technology should be intuitive, scalable, and, most importantly, customer‑centric. That philosophy fuels every line of code, every support ticket, and every product enhancement we deliver.

Why Join brighthush?

Working at brighthush means being part of a dynamic, fast‑paced team that thrives on innovation, collaboration, and a relentless focus on customer delight. We champion a culture of continuous learning, where every team member is encouraged to experiment, share insights, and grow professionally. Our remote‑first model gives you the flexibility to work from anywhere while staying connected through weekly virtual huddles, cross‑functional workshops, and an open‑door communication policy. Whether you’re a seasoned support specialist or a recent graduate eager to dive into the world of SaaS, brighthush offers a platform for you to make a tangible impact on the financial industry.

Position Overview

As a Senior Customer Support Analyst – Morning Shift, you will be the frontline champion for our enterprise B2B SaaS platform. Your primary mission is to resolve complex product and technical issues for our high‑profile clients, ensuring that they experience the highest level of service and satisfaction. You will collaborate closely with product, engineering, and sales teams to translate customer feedback into actionable product improvements, while also driving the continuous evolution of our support processes.

Key Responsibilities

• Serve as the first point of contact for all customer support inquiries during the morning shift (6 am ET / 3 am PT to 2 am ET / 11 am PT), delivering timely, accurate, and professional responses.
• Diagnose and troubleshoot product functionality issues, leveraging deep knowledge of the brighthush platform and related integrations.
• Guide customers through configuration, workflow optimization, and best‑practice adoption to maximize their ROI.
• Escalate complex technical problems to engineering, providing clear, concise documentation and context to accelerate resolution.
• Collect, analyze, and report on support metrics (ticket volume, resolution time, customer satisfaction scores) to identify trends and opportunities for improvement.
• Maintain and enrich the internal Knowledge Base and production documentation, ensuring that information is accurate, up‑to‑date, and easily accessible.
• Collaborate with cross‑functional teams to shape product enhancements, feeding real‑world customer insights into the roadmap.
• Champion process improvements that elevate the customer experience, streamline workflows, and increase operational efficiency.

Essential Qualifications

• Bachelor’s degree in Computer Science, Information Systems, Business, or a related field, or equivalent practical experience.
• 1–3 years of hands‑on customer support experience in a SaaS environment, preferably within the financial services or compliance domain.
• Strong technical aptitude with the ability to quickly learn new applications, APIs, and integration points.
• Proficiency with support platforms such as Zendesk, Freshdesk, or similar ticketing systems.
• Excellent written and verbal communication skills, with a knack for translating technical concepts into clear, customer‑friendly language.
• Demonstrated problem‑solving ability, with a track record of going beyond the obvious to deliver customer‑centric solutions.

Preferred Qualifications (Highly Recommended)

• Experience in risk, compliance, or financial technology products.
• Familiarity with AI‑driven analytics or generative AI tools.
• Background in process improvement methodologies (Lean, Six Sigma, or similar).
• Experience with data visualization tools (Tableau, Power BI, or similar) to create actionable dashboards.
• Previous involvement in product beta testing or feature feedback loops.
• Strong planning, organization, and time‑management skills, with the ability to juggle multiple priorities in a fast‑moving environment.

Skills & Competencies

• Customer‑first mindset: empathy, active listening, and a passion for exceeding expectations.
• Technical troubleshooting: debugging, root‑cause analysis, and knowledge of API integration.
• Analytical thinking: data‑driven decision making, trend analysis, and KPI monitoring.
• Collaboration: working seamlessly with product, engineering, sales, and marketing teams.
• Adaptability: thriving in a rapidly evolving SaaS landscape and embracing change.
• Communication: clear, concise, and persuasive written and verbal communication.

Career Growth & Learning Opportunities

At brighthush, your career growth is as important to us as your day‑to‑day success. You’ll have the opportunity to:

• Advance into senior support roles, product management, or engineering tracks based on your interests and performance.
• Participate in quarterly hackathons and innovation challenges that allow you to prototype new features or process improvements.
• Attend industry conferences, webinars, and workshops at no cost, keeping you at the forefront of risk‑management trends.
• Receive mentorship from seasoned leaders who are passionate about nurturing talent and fostering a culture of excellence.
• Contribute to the strategic direction of a product that is reshaping how financial institutions manage risk.

Work Environment & Culture

brighthush is built on the pillars of teamwork, innovation, and inclusion. Our culture is:

• Collaborative: Cross‑functional teams work together to solve problems and deliver value.
• Dynamic: We embrace change, iterate quickly, and celebrate wins—big and small.
• Inclusive: Every voice matters; we actively seek diverse perspectives to enrich our solutions.
• Customer‑Obsessed: Delight is not a goal—it’s a standard we live by every day.

Compensation & Perks

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

• Base salary commensurate with market rates for senior support roles.
• Performance‑based bonuses tied to individual and team metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off, including a generous holiday calendar.
• Remote‑work stipend to help set up a productive home office.
• Professional development budget for courses, certifications, and conferences.
• Wellness programs, including virtual fitness classes and mental‑health resources.

How to Apply

If you are a proactive, customer‑centric professional who thrives in a fast‑paced SaaS environment, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Customer Support Analyst role at brighthush. Join us in redefining risk and compliance for the financial industry.

We are an equal‑opportunity employer committed to fostering a diverse and inclusive workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status.