Senior Customer Support Specialist – FinTech Payment & AI Solutions Expert at brighthush – Remote (Armenia/Yerevan)

Welcome to brighthush – Where Payments Meet Innovation

At brighthush, we’re not just a fintech company; we’re a movement that’s reshaping how money moves across borders, currencies, and industries. With a laser focus on artificial intelligence, machine learning, and next‑generation payment infrastructure, we empower Payment Service Providers, Electronic Money Institutions, and neobanks to deliver frictionless, secure, and scalable experiences to millions of consumers worldwide. Our mission is simple: make every transaction smarter, safer, and faster.

Why brighthush is the Place to Grow Your Career

When you join brighthush, you’re stepping into a culture that thrives on curiosity, collaboration, and continuous improvement. We’re a remote‑first organization that values work‑life balance, flat hierarchies, and a genuine commitment to diversity and inclusion. Our teams are distributed across time zones, yet we stay connected through regular virtual gatherings, hackathons, and open‑door communication with leadership. If you’re passionate about fintech, love solving complex problems, and want to be part of a company that’s redefining global payments, brighthush is the place for you.

Role Overview

As a Senior Customer Support Specialist at brighthush, you will be the frontline advocate for our clients. You’ll ensure that every payment transaction, integration, and support ticket is handled with precision, empathy, and technical excellence. Your responsibilities will span day and night shifts, collaborating with engineering, product, and sales teams to diagnose, troubleshoot, and resolve complex payment issues. Your expertise will directly influence customer satisfaction, retention, and the overall success of our AI‑powered payment ecosystem.

Key Responsibilities

• Technical Support Excellence: Provide first‑line assistance to clients via Intercom, email, and phone, diagnosing and resolving payment terminal, gateway, and processing issues with a high degree of accuracy.
• Issue Escalation & Resolution: Identify root causes of payment failures, coordinate with engineering teams, and ensure timely resolution of tickets in JIRA and Asana.
• Documentation & Knowledge Management: Create and maintain detailed, clear, and searchable documentation for common issues, troubleshooting steps, and best practices in Grafana dashboards and internal knowledge bases.
• Continuous Improvement: Analyze support metrics, identify trends, and propose process improvements to reduce ticket volume and improve first‑contact resolution rates.
• Client Relationship Building: Foster strong relationships with clients by demonstrating product knowledge, proactive communication, and a genuine commitment to their success.
• Shift Flexibility: Operate effectively during day and night shifts, ensuring 24/7 coverage for our global client base.
• Cross‑Functional Collaboration: Work closely with product managers to relay customer feedback, with engineering to troubleshoot bugs, and with sales to support onboarding and upsell opportunities.
• Training & Mentorship: Mentor junior support staff, share best practices, and contribute to the development of onboarding materials.

Essential Qualifications

• 1–2 years of hands‑on experience in a fintech or payment‑processing environment.
• Fluency in English and Russian (both written and spoken).
• Solid understanding of payment terminals, gateways, and processing workflows.
• Proficiency with Intercom, JIRA, Grafana, Asana, and other ticketing/CRM systems.
• Strong analytical and problem‑solving skills, with the ability to translate technical jargon into client‑friendly language.
• Excellent communication skills and a customer‑centric mindset.
• Ability to work independently and as part of a distributed team.

Preferred Qualifications

• Experience with AI‑driven payment solutions or machine‑learning‑based fraud detection.
• Knowledge of PCI DSS compliance, GDPR, and other regulatory frameworks relevant to payments.
• Previous exposure to multi‑currency and cross‑border payment processing.
• Experience with scripting or automation tools (Python, Bash) to streamline support workflows.
• Background in data analysis and visualization using Grafana or similar tools.

Core Skills & Competencies

• Technical Proficiency: Deep familiarity with payment infrastructure, APIs, and troubleshooting tools.
• Customer Empathy: Ability to listen, understand, and respond to client concerns with patience and professionalism.
• Collaboration: Comfortable working with engineering, product, and sales teams across time zones.
• Adaptability: Thrive in a fast‑paced, evolving fintech landscape.
• Time Management: Prioritize tickets, manage workload, and meet SLA targets.
• Continuous Learning: Stay updated on industry trends, new payment technologies, and regulatory changes.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibility. As a Senior Customer Support Specialist, you will:

• Gain exposure to the full payment stack, from front‑end terminals to back‑end processing engines.
• Participate in cross‑functional projects that influence product roadmap and customer experience.
• Access internal training programs on AI, machine learning, and advanced payment technologies.
• Earn certifications in payment industry standards (e.g., PCI, ISO 20022).
• Progress into senior support roles, technical account management, or product specialist positions.
• Lead initiatives to improve support processes, thereby directly impacting company growth.

Work Environment & Culture

brighthush champions a culture of transparency, innovation, and inclusivity. Our remote‑first model empowers you to work from anywhere in Armenia or Yerevan, with flexible hours that accommodate global clients. We celebrate achievements through:

• Regular virtual team gatherings and hackathons.
• Mentorship programs pairing junior staff with seasoned experts.
• Open‑door communication channels with leadership.
• Recognition of high performers through awards and bonuses.
• Annual “Innovation Day” where teams showcase new ideas and prototypes.

Compensation & Benefits

While the exact salary range is tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Competitive base salary with performance‑based bonuses.
• Generous paid time off (PTO) and public holidays.
• Health and wellness stipend.
• Professional development budget for courses, conferences, and certifications.
• Flexible work hours and remote work support.
• Access to cutting‑edge tools and technologies.
• Equity options for long‑term employees.

How to Apply

If you are passionate about fintech, thrive in a dynamic support environment, and want to be part of a team that is shaping the future of payments, we want to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Senior Customer Support Specialist role. Highlight any relevant experience with AI‑driven payment solutions, multi‑currency processing, or scripting.

Join brighthush Today

Become a key player in a company that is not only innovating payment technology but also redefining how businesses and consumers interact with money. Your expertise will help millions of customers experience frictionless, secure, and intelligent payment solutions. Apply now and start your journey with brighthush—where technology meets service excellence.