Senior Customer Support Specialist – Card Services & Back‑Office Operations – Remote, Pacific Time – brighthush

About brighthush

At brighthush, we are on a mission to transform the way people access credit. By harnessing cutting‑edge technology and deep financial expertise, we have created the world’s most affordable credit card—backed by home equity and delivered in minutes, not weeks. Our patented platform slashes the traditional loan approval cycle from 4‑6 weeks and thousands of dollars to a lightning‑fast 15 minutes and zero upfront cost. This breakthrough is just the beginning of a broader vision: to democratize access to capital and empower millions to build better futures.

Why brighthush?

brighthush is more than a fintech startup; it’s a community of innovators who come from the brightest minds in technology, finance, and science. Our founding team includes leaders who have built world‑changing products at brighthush, brighthush, and brighthush, and who have shaped industry standards at brighthush, brighthush, and brighthush. We’ve also partnered with pioneers in consumer tech, infrastructure, and research—people who have designed the next generation of software, operating systems, and computational science at brighthush.

We are a well‑capitalized, growth‑oriented company with over $250 million in equity funding from top‑tier investors such as brighthush, brighthush, brighthush, brighthush, brighthush, brighthush, and brighthush. Our culture is built on three core values:

• Depth & Rigor of Thought – We dive deep into every problem, ensuring that our solutions are robust and scalable.
• Minimalist Design – From code to processes, we strip away the unnecessary to focus on what truly matters.
• Speed of Execution – We move fast, make decisive choices, and iterate quickly because speed drives quality.

Role Overview

As a Senior Customer Support Specialist – Card Services & Back‑Office Operations, you will be the frontline guardian of our customers’ experience. You will handle inquiries, resolve issues, and guide users through our application flow—all while maintaining the highest standards of accuracy and empathy. This is a remote, full‑time role that requires flexibility to work Pacific Time (10 AM–7 PM) with a one‑hour break.

Key Responsibilities

• Respond to customer queries promptly and professionally using brighthush and other support tools.
• Document and log every interaction, including compliments, complaints, and system anomalies.
• Assist customers in navigating our application flow, ensuring a seamless onboarding experience.
• Track customer journeys across online and offline channels using logs, dashboards, and our CRM system.
• Collaborate with cross‑functional teams—product, engineering, risk, and compliance—to resolve complex issues.
• Identify recurring pain points and propose process improvements to enhance service quality.
• Maintain up‑to‑date knowledge of product features, policy changes, and regulatory requirements.
• Participate in continuous training and knowledge sharing sessions to stay ahead of industry trends.

Essential Qualifications

• Minimum of 2 years’ experience in a US loan or mortgage account handling credit card or card services tasks.
• Proven experience in customer‑facing roles within the loan or mortgage space.
• Strong communication, collaboration, and problem‑solving skills.
• Exceptional written communication—speed, accuracy, and clarity are paramount.
• Fluency in English with excellent diction and tone.
• Excellent organizational and time‑management abilities.
• Proficiency with customer communication tools (brighthush), task management platforms, brighthush, and email.
• Detail‑oriented mindset—precision is critical in financial services.
• Bachelor’s degree in finance, business, or related field, or equivalent work experience.
• Flexibility to work Pacific Time (10 AM–7 PM) with a one‑hour break.
• Current residency in the Philippines.

Preferred Qualifications

• Experience with flood renewal and OFAC processing.
• Knowledge of regulatory frameworks such as the CFPB, OCC, and FDIC guidelines.
• Familiarity with data‑driven decision making and analytics tools.
• Experience in a high‑volume, fast‑paced support environment.
• Multilingual capabilities (Spanish, Tagalog, or other languages).

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical skills to diagnose issues and recommend solutions.
• Adaptability to rapidly changing priorities and evolving product features.
• Team player who thrives in a collaborative, cross‑functional setting.
• Proactive problem‑solver who anticipates customer needs.
• Tech‑savvy with proficiency in CRM, ticketing, and data visualization tools.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as our product roadmap. As a Senior Customer Support Specialist, you will:

• Lead initiatives to streamline support processes and reduce resolution times.
• Mentor junior team members and share best practices.
• Collaborate with product and engineering teams to influence feature development.
• Participate in leadership training programs and industry conferences.
• Explore lateral moves into product management, risk, or compliance roles.

Work Environment & Company Culture

Our culture is built on transparency, autonomy, and continuous improvement. You’ll work in a fully remote setting with a distributed team that values:

• Open communication channels—weekly all‑hands, daily stand‑ups, and real‑time chat.
• Work‑life balance—flexible schedules, generous PTO, and mental‑health resources.
• Innovation—frequent hackathons, idea‑sharing sessions, and a “fail fast, learn fast” mindset.
• Diversity and inclusion—our team spans continents, cultures, and perspectives.
• Community impact—our mission is to empower people, and we celebrate every success that brings us closer to that goal.

Compensation, Perks, and Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive package that includes:

• Base salary commensurate with market rates for senior support roles.
• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Unlimited paid time off and flexible working hours.
• Professional development stipend for courses, certifications, and conferences.
• Equity options to share in the company’s long‑term success.
• Wellness programs, including gym memberships and mindfulness resources.
• Regular team‑building events—virtual game nights, quarterly retreats, and community service projects.

How to Apply

If you are ready to join a forward‑thinking team that is redefining consumer credit, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. Let’s build the future of finance together.