Senior Customer Support Manager – Risk & Regulatory Excellence Lead – Remote, Full Time – Champion Compliance, Customer Success, and Global Growth at brighthush

About brighthush and the Future of FinTech

brighthush is not just another fintech company – we are a movement that empowers entrepreneurs, startups, and small businesses to thrive in a world where finance is increasingly complex and regulated. Since our inception in 2019, we have grown from a single product launch to a fully integrated financial ecosystem that blends banking, payments, accounting, and risk management into one intuitive platform. With a global customer base of over 300,000 users, we have proven that technology, data, and human expertise can work together to remove the friction that traditionally slows growth.

Our mission is simple yet ambitious: empower entrepreneurs to focus on building their businesses while we handle the regulatory and risk challenges that would otherwise hold them back. We do this by combining cutting‑edge AI, automation, and a customer‑first culture that places compliance at the heart of every interaction. At brighthush, compliance is not a hurdle – it is a competitive advantage that sets us apart in the fintech landscape.

Why This Role Matters

The Senior Customer Support Manager – Risk & Regulatory Excellence Lead is a pivotal leadership position that shapes how brighthush interacts with its most sensitive customers. You will lead a high‑performing team that handles every risk‑related inquiry, from KYC and AML investigations to complex regulatory escalations. Your strategic vision will drive operational excellence, elevate the customer experience, and ensure that our risk support function scales seamlessly as we expand globally.

Key Responsibilities

• Team Leadership & Development – Recruit, mentor, and grow a world‑class support team with deep product knowledge and regulatory expertise. Foster a culture of continuous learning, high accountability, and customer‑centric thinking.
• Strategic Collaboration – Partner with the Risk Operations Manager to align team strategy, performance metrics, and operational standards. Work closely with compliance, engineering, product, and banking partners to resolve issues and improve product design.
• Third‑Party Management – Oversee the relationship with our BPO partner for Risk Support. Lead onboarding, quality assurance, SLA monitoring, and performance improvement initiatives.
• Process Innovation – Identify opportunities to automate routine tasks, implement AI‑driven triage, and streamline escalation workflows while maintaining strict compliance with privacy and regulatory standards.
• Proactive Support Programs – Design and expand VIP and high‑touch support initiatives that anticipate client needs, reduce churn, and increase lifetime value.
• Data‑Driven Advocacy – Analyze support metrics, customer feedback, and regulatory trends to surface insights that inform product roadmaps and risk policies.
• Peak‑Time Leadership – Provide hands‑on leadership during high‑volume periods, ensuring that escalations are resolved quickly and that the team remains motivated and focused.
• Continuous Improvement – Champion a culture of process refinement, using data visualization tools (Omni, Metabase) to track KPIs, identify bottlenecks, and implement corrective actions.

Essential Qualifications

• Minimum 3 years of experience leading customer support or risk‑focused teams in high‑growth tech environments.
• Deep understanding of KYC, KYB, AML, and related regulatory frameworks.
• Proven ability to structure and scale support teams rapidly while maintaining quality.
• Strong mentorship skills – you should be able to coach team members to become subject‑matter experts.
• Excellent cross‑functional collaboration – comfortable working with engineering, product, risk, and compliance groups.
• Experience with data visualization and reporting tools such as Omni and Metabase.
• Track record of managing complex operational projects that impact multiple stakeholders.
• Data‑driven decision maker with strong problem‑solving capabilities.
• Empathy‑first mindset – a genuine commitment to advocating for customers.
• Meticulous attention to detail and a high standard for process design.
• Creative thinking within regulatory and operational constraints.

Preferred Qualifications

• Experience managing BPO or outsourced support vendors, including SLA definition and quality program development.
• Background in building proactive, VIP, or high‑touch support programs that deliver measurable business outcomes.

What You’ll Bring to the Table

• Leadership Excellence – You inspire teams to exceed expectations and embrace a culture of ownership.
• Regulatory Insight – You translate complex compliance requirements into actionable support processes.
• Tech Savvy – You’re comfortable leveraging AI, automation, and data analytics to drive efficiency.
• Strategic Vision – You see the big picture and translate it into executable plans that align with business goals.
• Customer‑First Attitude – You champion the customer at every decision point, ensuring a seamless experience.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the fintech landscape. As the Customer Support Manager – Risk & Regulatory Excellence, you will:

• Progress to Director of Risk Support, overseeing a global team and shaping enterprise‑wide risk strategy.
• Move into product management or compliance leadership roles, leveraging your deep understanding of customer pain points and regulatory frameworks.
• Participate in cross‑functional initiatives that influence product development, engineering, and business strategy.
• Access continuous learning resources, including industry certifications (e.g., Certified Anti‑Money Laundering Specialist), workshops, and mentorship from senior leaders.

Work Environment & Culture

brighthush is a fully remote, distributed organization that values flexibility, autonomy, and collaboration. Our culture is defined by:

• Transparency – Open communication channels, regular all‑hands meetings, and a data‑driven decision‑making framework.
• Innovation – A sandbox mentality that encourages experimentation with new tools, processes, and ideas.
• Diversity & Inclusion – A commitment to creating an inclusive environment where every voice is heard.
• Work‑Life Balance – Flexible schedules, unlimited vacation, and a focus on mental health and well‑being.
• Community Impact – Opportunities to contribute to open‑source projects, fintech meetups, and industry panels.

Compensation, Perks, and Benefits

While the exact compensation package will be tailored to your experience and skill set, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with market rates for senior support leadership roles.
• Performance‑based bonuses and equity options that align your success with the company’s growth.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• 401(k) matching and a generous retirement plan.
• Unlimited paid time off, flexible working hours, and a fully remote work setup.
• Professional development stipend, conference travel, and certification reimbursements.
• Wellness programs, mental health resources, and a supportive employee assistance program.

How to Apply

Ready to lead the next generation of risk‑focused customer support at brighthush? Submit your application through our careers portal or click the link below to start the process. We look forward to learning how your expertise can help us elevate our clients’ experience and drive regulatory excellence.

Apply to brighthush Today

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or any other protected status.