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

About brighthush

brighthush is a global pioneer in Intelligent Support-as-a-Service, empowering technology companies to transform customer and technical support into a strategic differentiator. Since 2010, we have partnered with industry leaders—now all unified under the brighthush umbrella—to deliver world‑class support in more than 60 languages across 30+ countries. Our mission is simple yet powerful: turn every customer interaction into a seamless, secure, and scalable experience that fuels growth for our partners.

As a forward‑thinking SaaS, software, and hardware solutions provider, brighthush sits at the heart of the FinTech revolution. We design cutting‑edge software for depositary banks, fund administrators, and other financial institutions, helping them streamline operations, mitigate risk, and accelerate expansion. If you are 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 a Senior Customer Support Consultant, you will be the first line of defense for our FinTech clients, ensuring that every support interaction reflects the highest standards of professionalism and technical excellence. Your day‑to‑day tasks will include:

• Monitoring and managing incoming tickets in Zendesk, ensuring timely and accurate responses that meet or exceed SLA targets.
• Providing first‑response solutions within agreed Service Level Agreements (SLAs), balancing speed with quality.
• 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, and documenting findings for future reference.
• Answering common queries using up‑to‑date documentation and user guides, and proactively updating knowledge base articles to reduce repeat tickets.
• Escalating complex issues to Level 2, QA, developers, or product teams, and following up until closure to ensure customer satisfaction.
• Coordinating change and feature requests with internal stakeholders to align client expectations and delivery timelines.
• Keeping customers informed about the status of their tickets, fostering transparency and trust throughout the support lifecycle.
• Creating and tracking bug tickets in Azure DevOps, ensuring clear communication with engineering and facilitating rapid resolution.
• Proposing improvements to support workflows, Zendesk processes, and automation strategies, and championing the adoption of best practices across the team.

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, and a deep understanding of the platform’s capabilities.
• Familiarity with FinTech products and financial operations, enabling you to contextualize customer issues within the broader business landscape.
• 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 and concisely.
• 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, with a solid grasp of regulatory and compliance considerations.
• Hands‑on experience with Azure DevOps, including work item creation, sprint planning, and release management.
• Proficiency in reproducing software bugs and diagnosing root causes, with a methodical approach to problem‑solving.
• Track record of improving Zendesk workflows, macros, or automations, and measurable impact on ticket volume or resolution time.
• Knowledge of SaaS release cycles and deployment pipelines, enabling you to anticipate and mitigate potential support issues.

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 and exposure to more complex issues.
• Transition into product or engineering support, leveraging your knowledge of FinTech systems and customer pain points.
• Lead support process improvement initiatives, influencing the way we serve our clients and driving measurable efficiency gains.
• Participate in mentorship programs, both as a mentee and a mentor, fostering a culture of knowledge sharing and continuous development.
• Attend industry conferences, webinars, and training sessions—fully reimbursed by brighthush—to stay at the forefront of support and FinTech innovation.
• Access an internal learning portal featuring courses on Zendesk, Azure DevOps, FinTech fundamentals, and soft‑skill development, ensuring you can grow in any direction you choose.

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 and celebrate achievements.
• 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 and performance.
• Performance‑based bonuses tied to customer satisfaction metrics, ticket resolution rates, and process improvement initiatives.
• 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, aligning your success with the company’s growth.
• 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.