Senior Customer Support Lead – Enterprise Payments & Cross‑Border Solutions – Champion Global Merchant Success at brighthush

About brighthush

brighthush is a trailblazing fintech innovator that empowers global brands to unlock new markets by simplifying local and cross‑border payments. Our mission is to make international commerce frictionless, offering a unified platform that lets merchants accept payments in native currencies—whether that’s Pix, Boleto, SPEI, or local card networks—through native methods in each country. Engineered for speed, security, and compliance, our technology enables enterprises to scale confidently across emerging markets.

In 2024, brighthush forged a strategic partnership with a global technology and digital media powerhouse, amplifying our reach and blending robust payment infrastructure with a broader digital ecosystem. This collaboration positions brighthush as the go‑to partner for businesses looking to expand globally. As part of this growth trajectory, we are seeking a visionary Customer Support Lead to build, lead, and scale our support organization for key enterprise merchants.

Why Join brighthush?

• Impact at Scale: Your work will directly influence the success of Fortune 500 companies and high‑growth startups as they navigate complex cross‑border payment landscapes.
• Innovative Culture: At brighthush, we blend data‑driven decision making with a collaborative, inclusive environment that encourages experimentation and continuous learning.
• Career Growth: We invest in your professional development through mentorship, training programs, and clear pathways to senior leadership roles.
• Competitive Compensation: A comprehensive package that includes base salary, performance bonuses, equity, and a robust benefits suite.
• Work‑Life Balance: Flexible remote options, generous PTO, and wellness programs to support your well‑being.

Your Impact as Customer Support Lead

As the Customer Support Lead, you will own the end‑to‑end support operation for our enterprise merchant base. Your role will encompass people management, process design, performance analytics, and strategic client engagement. You will be the bridge between merchants and the rest of brighthush, ensuring that every interaction reflects our commitment to excellence.

Key Responsibilities

• Team Leadership & Growth: Recruit, coach, and develop a high‑performing team of L1/L2 support analysts. Design coverage models that ensure 24/7 support for critical merchants.
• Operational Excellence: Define, implement, and continuously improve support processes, escalation matrices, and tooling (Zendesk, Zoho Desk, Jira, Slack). Ensure that all operations align with enterprise SLAs and quality standards.
• Incident Management: Serve as the senior escalation point for critical incidents. Coordinate cross‑functional responses, communicate with merchants, and drive timely resolution.
• Root Cause Analysis (RCA): Lead post‑mortem investigations for recurring incidents. Translate findings into actionable improvements and monitor their implementation.
• Performance Analytics: Define, track, and report on support KPIs such as First Response Time (FRT), resolution time, SLA adherence, and CSAT. Use data to develop and execute improvement plans.
• Client Retention & Engagement: Partner with Account Management to conduct retention and SLA reviews with strategic clients. Advocate for customer needs across product, engineering, compliance, and operations.
• Knowledge Management & Automation: Build and maintain a comprehensive knowledge base. Champion AI and automation initiatives to reduce manual effort and improve first‑contact resolution.
• Voice of the Customer: Translate customer insights into product enhancements and operational changes. Act as the bridge between merchants and internal stakeholders.

Essential Qualifications

• Minimum 6 years of experience in customer or technical support, with at least 2–3 years in a leadership capacity.
• Proven track record in fintech, payments, or B2B SaaS environments serving enterprise clients.
• Deep understanding of payment flows and local Latin American methods (Pix, Boleto, SPEI, PSE, Oxxo, Rapipago, local cards).
• Hands‑on experience with APIs, HTTP error handling, and log analysis using Grafana or similar monitoring tools.
• Advanced proficiency in Zendesk or Zoho Desk, plus Jira, Slack, and Excel/BI tools. Familiarity with AI‑powered support solutions is a plus.
• Demonstrated success in designing and managing SLAs, KPIs, and process improvements.
• Fluency in English and Spanish; Portuguese is an advantage.

Preferred Qualifications

• Experience building support teams from scratch or scaling existing teams in a high‑growth fintech setting.
• Knowledge of compliance frameworks (PCI‑DSS, GDPR, local data protection laws) relevant to payment processing.
• Background in data analytics or a quantitative discipline that enables evidence‑based decision making.
• Strong project management skills with the ability to juggle multiple initiatives simultaneously.

Core Skills & Competencies

• Leadership & Coaching: Ability to inspire, mentor, and develop a diverse team.
• Strategic Thinking: Translate business goals into operational plans and measurable outcomes.
• Communication: Clear, concise, and persuasive communication across technical and non‑technical audiences.
• Problem Solving: Analytical mindset with a knack for diagnosing complex issues and implementing sustainable solutions.
• Customer‑Centricity: Deep empathy for merchants and a relentless focus on delivering exceptional service.
• Adaptability: Thrive in a fast‑paced, evolving fintech environment.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As Customer Support Lead, you will:

• Progress to a Director of Customer Success or Head of Support role, overseeing a global support organization.
• Lead cross‑functional initiatives that shape product roadmaps and service delivery models.
• Participate in leadership development programs, including executive coaching and strategic workshops.
• Access industry conferences, certifications, and continuous learning platforms.
• Contribute to brighthush’s thought leadership through speaking engagements and white‑papers.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a passion for solving real‑world problems. You’ll find:

• A distributed team that values flexibility and autonomy.
• Regular hackathons, knowledge‑sharing sessions, and community outreach projects.
• A commitment to diversity, equity, and inclusion, with employee resource groups and mentorship programs.
• State‑of‑the‑art tools and a modern, ergonomic workspace for remote and on‑site employees.
• Monthly “Innovation Fridays” where teams pitch new ideas and experiment with emerging technologies.

Compensation & Benefits

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

• Base salary commensurate with market rates and your experience.
• Performance‑based bonuses tied to team and company metrics.
• Equity options that give you a stake in our long‑term success.
• Comprehensive health, dental, and vision insurance.
• Retirement plan with company match.
• Generous paid time off, parental leave, and flexible work arrangements.
• Wellness stipend, mental health resources, and access to fitness programs.
• Professional development stipend for courses, certifications, and conferences.
• Annual team retreats and off‑site strategy sessions.

How to Apply

Ready to lead a high‑impact support organization and help merchants conquer new markets? Submit your resume and a cover letter that highlights your experience in fintech support leadership, your passion for customer success, and how you’ve driven measurable improvements in a fast‑paced environment.

We look forward to exploring how you can help brighthush elevate the customer experience and accelerate global growth.