Senior Customer Support Consultant – EU Remote, Fluent English, FinTech & SaaS Specialist, Zendesk & Azure DevOps Expert

About brighthush

brighthush is a global leader in Intelligent Support-as-a-Service, empowering technology companies and industry pioneers across more than 30 countries. Since 2010, we have partnered with world‑renowned brands—now all represented under the brighthush umbrella—to deliver secure, scalable, and highly personalized customer and technical support. Our reach spans 60 languages and a diverse portfolio that includes fintech, SaaS, hardware, and enterprise software solutions. At brighthush, we believe that exceptional support is the cornerstone of customer loyalty, product innovation, and sustainable growth.

As we continue to expand our footprint, we are looking for a dedicated Customer Support Consultant to join our remote EU team. This role offers the unique opportunity to work with a cutting‑edge fintech platform that serves depositary banks, fund administrators, and other financial institutions—all from the comfort of your home office.

Key Responsibilities

• Monitor and manage incoming support tickets in Zendesk, ensuring timely and accurate responses.
• Respond to first‑level inquiries within agreed Service Level Agreements (SLAs), providing clear, concise, and empathetic communication.
• Collect comprehensive issue details—including screenshots, software versions, reproduction steps, and expected versus actual outcomes—to facilitate efficient troubleshooting.
• Perform basic troubleshooting and replicate issues in controlled testing environments.
• Leverage existing documentation and user guides to answer common questions and guide users through self‑service solutions.
• Escalate complex or unresolved tickets to Level 2 support, QA teams, developers, or product specialists, and diligently follow up until resolution.
• Coordinate change and feature requests with internal stakeholders, ensuring alignment with product roadmaps and release schedules.
• Maintain transparent communication with customers, providing regular status updates and realistic timelines.
• Create and track bug tickets in Azure DevOps, collaborating with engineering to prioritize and resolve defects.
• Identify and propose improvements to support workflows, Zendesk processes, and knowledge base content to enhance overall efficiency.

Essential Qualifications

• Fluent in English, both spoken and written, with exceptional communication skills.
• Minimum of 2 years’ experience in customer support, preferably in B2B SaaS or software environments.
• Hands‑on expertise with Zendesk, including ticket management, macros, and automation.
• Solid understanding of fintech concepts, financial products, and regulatory considerations.
• Proficiency in ticketing systems, SLA monitoring, escalation procedures, and support workflow design.
• Tech‑savvy mindset: comfortable navigating multiple software platforms and quickly mastering new tools.
• Strong documentation skills: ability to capture technical details clearly and concisely.
• Proactive, independent, and persistent attitude with a strong sense of ownership over customer requests.
• Based in the EU and willing to complete a standard criminal background check.
• Personal computer with at least 8 GB RAM, stable internet connection (minimum 50 Mbps download / 40 Mbps upload).

Preferred Qualifications

• Prior experience in fintech or financial software support.
• Understanding of financial products and operations (e.g., depositary services, fund administration).
• Experience with Azure DevOps for bug tracking and release management.
• Hands‑on experience reproducing software bugs and collaborating with engineering teams.
• Track record of improving Zendesk workflows, macros, or automations to increase efficiency.
• Familiarity with SaaS release cycles, versioning, and continuous integration practices.

Skills & Competencies

• Customer‑Centric Mindset – Empathy, patience, and a genuine desire to help users succeed.
• Analytical Thinking – Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Technical Proficiency – Comfortable with software troubleshooting, debugging, and knowledge of APIs.
• Time Management – Prioritize tickets, manage multiple concurrent requests, and meet SLA targets.
• Collaboration – Work seamlessly with cross‑functional teams (product, engineering, QA, marketing).
• Continuous Learning – Stay updated on industry trends, new technologies, and best practices in support.
• Adaptability – Thrive in a fast‑moving, remote environment with evolving processes.

Career Growth & Learning Opportunities

At brighthush, we are committed to nurturing talent and fostering professional development. As a Customer Support Consultant, you will:

• Gain exposure to the fintech ecosystem, learning about depositary banking, fund administration, and regulatory frameworks.
• Develop deep expertise in Zendesk administration, Azure DevOps, and support automation.
• Participate in cross‑functional projects that shape product roadmaps and customer experience strategies.
• Access a curated learning library, including webinars, workshops, and industry certifications.
• Benefit from mentorship programs and regular performance reviews that align with your career aspirations.
• Progress into senior support roles, support engineering, or product management positions within brighthush.

Work Environment & Company Culture

brighthush thrives on a culture of trust, transparency, and empowerment. Key highlights include:

• Fully remote work across the EU, with flexible hours that respect work‑life balance.
• No time‑tracking requirements—focus on outcomes, not hours logged.
• Inclusive, international team that celebrates diversity and encourages open dialogue.
• Responsive leadership that values your input and invests in your growth.
• Health and wellness initiatives, including mental health resources and virtual fitness challenges.
• Regular virtual team events, hackathons, and knowledge‑sharing sessions.

Compensation & Benefits

While specific terms will be outlined in your agreement, brighthush offers competitive compensation in USD, along with a comprehensive benefits package that may include:

• Health, dental, and vision coverage (for eligible employees).
• Performance‑based bonuses and referral rewards.
• Professional development budget for courses, certifications, and conferences.
• Equity or profit‑sharing options for long‑term employees.
• Generous paid time off and flexible holiday policies.
• Access to a global network of experts, partners, and industry events.

How to Apply

Ready to join a forward‑thinking, customer‑first organization that values innovation and personal growth? Submit your application through our career portal or click the link below to explore this exciting opportunity.

We are an equal‑opportunity employer and welcome candidates from all backgrounds. brighthush is committed to fostering a diverse and inclusive workplace where every voice is heard and valued.