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

About brighthush

brighthush is a global leader in Intelligent Support-as-a-Service, empowering technology companies to deliver world‑class customer and technical support. Since 2010, we have partnered with industry pioneers—now all represented under the brighthush umbrella—to serve clients in more than 60 languages across 30+ countries. Our mission is simple: transform support into a strategic advantage for our partners, ensuring every customer interaction is seamless, secure, and scalable.

As a forward‑thinking SaaS, software, and hardware solutions provider, brighthush is at the forefront of the FinTech revolution. We develop cutting‑edge software for depositary banks, fund administrators, and other financial institutions, helping them streamline operations, reduce risk, and accelerate growth. If you’re passionate about technology, customer experience, and the financial services sector, brighthush offers an unparalleled platform to grow your career while making a tangible impact.

Why Join brighthush?

• Global Reach, Local Impact: Work with a diverse portfolio of clients spanning the EU, Asia, and the Americas—all from the comfort of your home office.
• Innovative Culture: We champion a People‑First management philosophy, encouraging autonomy, continuous learning, and cross‑functional collaboration.
• Career Growth: From L1 support to senior technical roles, brighthush provides clear pathways, mentorship programs, and access to industry conferences.
• Competitive Compensation: Earn in USD, with performance bonuses and referral rewards that recognize your contributions.
• Work‑Life Harmony: Fixed schedule (Mon‑Fri, 9 AM–5 PM GMT+2), no time‑tracking, and a supportive health policy to keep you energized.
• Inclusive Environment: A multicultural team that values diversity, equity, and inclusion at every level.

Key Responsibilities

As an L1 Customer Support Consultant, you will be the first line of defense for our FinTech clients. Your day‑to‑day tasks will include:

• Monitoring and managing incoming tickets in Zendesk, ensuring timely and accurate responses.
• Providing first‑response solutions within agreed Service Level Agreements (SLAs).
• Collecting comprehensive issue details—screenshots, software versions, reproduction steps, and expected vs. actual outcomes—to facilitate efficient resolution.
• Executing basic troubleshooting and reproducing issues in controlled testing environments.
• Answering common queries using up‑to‑date documentation and user guides.
• Escalating complex issues to Level 2, QA, developers, or product teams, and following up until closure.
• Coordinating change and feature requests with internal stakeholders to align client expectations.
• Keeping customers informed about the status of their tickets, fostering transparency and trust.
• Creating and tracking bug tickets in Azure DevOps, ensuring clear communication with engineering.
• Proposing improvements to support workflows, Zendesk processes, and automation strategies.

Essential Qualifications

• Fluent English Communication: Exceptional spoken and written skills in English, with the ability to articulate technical concepts to non‑technical audiences.
• Customer Support Experience: Proven track record in B2B SaaS or software support, ideally within a FinTech context.
• Zendesk Expertise: Hands‑on experience configuring tickets, macros, and automations.
• Familiarity with FinTech products and financial operations.
• Deep understanding of ticket management, SLAs, escalation procedures, and support workflows.
• Tech‑savvy mindset: confident navigating multiple software platforms and rapidly learning new systems.
• Strong documentation skills: ability to capture and convey technical information clearly.
• Proactive, independent, and persistent attitude with a sense of ownership over customer requests.
• Based in the EU and willing to complete a criminal background check.
• Personal computer with at least 8 GB RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload).

Preferred Qualifications

• Experience in FinTech or financial software environments.
• Understanding of financial products and operations.
• Hands‑on experience with Azure DevOps.
• Proficiency in reproducing software bugs and diagnosing root causes.
• Track record of improving Zendesk workflows, macros, or automations.
• Knowledge of SaaS release cycles and deployment pipelines.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Analytical Thinking: Ability to dissect complex problems and propose actionable solutions.
• Collaboration: Comfortable working with cross‑functional teams—product, engineering, QA, and business stakeholders.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Time Management: Prioritize tickets, manage workload, and meet SLA commitments without compromising quality.
• Continuous Learning: Eager to stay updated on industry trends, new technologies, and best practices in support.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As you master L1 support, you’ll have the chance to:

• Progress to L2 or L3 support roles, gaining deeper technical expertise.
• Transition into product or engineering support, leveraging your knowledge of FinTech systems.
• Lead support process improvement initiatives, influencing the way we serve our clients.
• Participate in mentorship programs, both as a mentee and a mentor, fostering a culture of knowledge sharing.
• Attend industry conferences, webinars, and training sessions—fully reimbursed by brighthush.
• Access an internal learning portal featuring courses on Zendesk, Azure DevOps, FinTech fundamentals, and soft‑skill development.

Work Environment & Company Culture

brighthush thrives on a culture built on trust, transparency, and empowerment. Our remote‑first approach means:

• No time‑tracking—focus on outcomes, not hours.
• Flexible work hours within the core schedule, allowing you to balance personal commitments.
• Regular virtual team gatherings, hackathons, and social events to strengthen camaraderie.
• Open communication channels—your voice matters, and leadership is always listening.
• A commitment to mental and physical well‑being, with access to wellness resources and a supportive health policy.

Compensation & Benefits

• Competitive base salary in USD, commensurate with experience.
• Performance‑based bonuses tied to customer satisfaction metrics and ticket resolution rates.
• Referral program: earn rewards for bringing talented peers into the brighthush family.
• Health and wellness stipend, covering gym memberships, mental health apps, or other personal well‑being initiatives.
• Annual professional development budget for courses, certifications, or conferences.
• Equity or profit‑sharing options for long‑term employees.
• Fully remote setup stipend to ensure you have the right tools and environment at home.

How to Apply

If you’re a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, we want to hear from you. Submit your CV in English, along with a brief cover letter highlighting your relevant experience and why you’re excited about joining brighthush.

Ready to take the next step? Apply to this role now and become part of a team that’s redefining support for the FinTech industry.

Join Our Community

Over 1,500 specialists already deliver exceptional customer experiences for brighthush’s global portfolio. Become part of this vibrant community and help shape the future of support.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and candidates.

Privacy & Data Protection

Your personal data will be processed in accordance with our Privacy Notice. By applying, you consent to the collection, use, and storage of your information for recruitment purposes.

Contact & Further Information

For more details about brighthush, our culture, and the role, visit our official website or connect with us on LinkedIn, Facebook, and Instagram.

Ready to Make an Impact?

We’re excited to welcome a dedicated, English‑fluent Customer Support Consultant to our EU remote team. If you’re ready to bring your expertise to a forward‑thinking FinTech partner and grow alongside a global support powerhouse, apply today and let’s build the future of customer experience together.