Senior Customer Support Specialist – Financial Services & Payments – Remote – High‑Value Transaction Management & Fraud Prevention

About brighthush

brighthush is a trailblazing fintech company redefining how everyday shoppers earn rewards. Our award‑winning cashback and payments app empowers users to earn instant money back on purchases by buying digital gift cards at checkout. With a rapidly expanding global user base and a mission to democratize financial wellness, brighthush is at the forefront of the digital rewards revolution. We blend cutting‑edge technology, data‑driven insights, and a customer‑first philosophy to create a platform that is both intuitive for users and robust for partners.

As we scale, we’re looking for a seasoned Customer Support Specialist who thrives in a fast‑paced, high‑stakes environment. If you bring a strong financial background, a meticulous eye for detail, and a passion for building trust through exceptional service, brighthush offers you a platform to grow, innovate, and make a tangible impact.

Why Join brighthush?

• Mission‑Driven Impact: Help millions of users unlock financial value while safeguarding the integrity of high‑value transactions.
• Remote‑First Flexibility: Work from anywhere in the U.S. with a fully remote setup that supports work‑life balance.
• Career Growth: Fast‑track your career with mentorship, cross‑functional projects, and clear promotion pathways.
• Competitive Compensation: Base salary, performance bonuses, and equity options that reward your contributions.
• Comprehensive Benefits: Health, dental, vision, 401(k) match, unlimited PTO, mental‑health support, and more.
• Culture of Innovation: Collaborative teams, hackathons, and continuous learning initiatives keep you at the cutting edge.

Key Responsibilities

As a Customer Support Specialist at brighthush, you will be the frontline guardian of our users’ financial experience. Your day‑to‑day tasks will include:

• Responding to inbound inquiries via email, live chat, and our ticketing platform with accuracy, speed, and professionalism.
• Investigating and resolving complex issues related to payments, cashback rewards, digital gift card purchases, refunds, and account balances.
• Monitoring and validating high‑value transactions—including seven‑figure money movements—ensuring compliance with internal controls and regulatory standards.
• Identifying, flagging, and escalating suspicious activity, potential fraud, or discrepancies to the Risk, Compliance, and Product teams.
• Reconciling transaction records, verifying payment details, and maintaining up‑to‑date customer account information.
• Documenting all interactions, resolutions, and recurring issues in our knowledge base to improve service quality.
• Collaborating with Finance, Risk, and Product teams to resolve complex cases and refine support workflows.
• Contributing to the internal knowledge base by creating FAQs, troubleshooting guides, and process improvements.
• Maintaining a high standard of professionalism, empathy, and clear communication throughout the customer journey.

Essential Qualifications

• Minimum 1 year of customer support experience in financial services, fintech, banking, or payments.
• Proven track record of handling large money movements, including seven‑figure transactions, with meticulous accuracy.
• Deep understanding of payment processing, transaction flows, refunds, chargebacks, and account reconciliation.
• Exceptional attention to detail and sound judgment when dealing with sensitive financial information.
• Fluent written and verbal English communication skills.
• Proficiency with ticketing systems, CRMs, and internal financial tools.
• Ability to work independently in a fully remote environment while managing a steady volume of inquiries.
• Availability to work during U.S. business hours (9 a.m. – 6 p.m. EST).

Preferred Qualifications

• Experience with AML, KYC, and fraud prevention practices.
• Familiarity with support platforms such as Zendesk, Intercom, Freshdesk, or similar.
• Background in e‑commerce, rewards programs, or digital gift card platforms.
• Working knowledge of Excel or Google Sheets for transaction tracking and reporting.
• Experience in a high‑volume, high‑stakes support environment.

Key Skills & Competencies

• Financial Acumen: Ability to interpret complex financial data and translate it into actionable solutions.
• Analytical Thinking: Strong problem‑solving skills with a data‑driven approach.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Attention to Detail: Precision in handling large sums and sensitive information.
• Collaboration: Comfortable working cross‑functionally with Finance, Risk, Product, and Engineering.
• Adaptability: Thrives in a fast‑moving environment with evolving processes and priorities.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building trust.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to evolve with your ambitions:

• Mentorship Programs: Pairing with senior leaders to accelerate skill development.
• Cross‑Functional Projects: Opportunities to work on product enhancements, fraud‑prevention initiatives, and compliance updates.
• Professional Development: Access to courses, certifications, and conferences in fintech, data analytics, and customer experience.
• Leadership Pathways: Clear progression from Specialist to Team Lead, Manager, and beyond.

Work Environment & Culture

brighthush fosters a culture that values transparency, innovation, and inclusion. Our remote-first model is supported by:

• Weekly virtual town halls and team check‑ins.
• Open‑door communication channels with leadership.
• Regular hackathons and idea‑sharing sessions.
• Inclusive hiring practices and a commitment to diversity.
• Employee resource groups that celebrate different backgrounds and perspectives.

Compensation & Perks

While specific figures vary by role and experience, brighthush offers:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Equity options to share in the company’s growth.
• Health, dental, and vision insurance with generous coverage.
• 401(k) plan with company match.
• Unlimited paid time off (PTO) and flexible scheduling.
• Wellness stipend, mental‑health resources, and virtual fitness classes.
• Annual company retreats and team‑building events.

How to Apply

If you’re ready to bring your financial expertise, customer‑first mindset, and passion for high‑value transaction integrity to a dynamic, growth‑oriented fintech, we want to hear from you. Join brighthush and help shape the future of digital rewards.