Senior Customer Support Specialist – Global FinTech Expertise & Customer Success Champion – Drive Innovation & Growth at brighthush

About brighthush

brighthush is more than a fintech startup; it is a movement that reimagines how entrepreneurs, small businesses, and individual founders manage their money. Since our launch in 2019, we have empowered over 300,000 founders worldwide with a cloud‑based banking platform that eliminates the friction of traditional banking. Our mission is simple yet ambitious: make financial operations effortless, transparent, and scalable for the next generation of innovators. We achieve this by combining cutting‑edge technology, deep industry expertise, and an unwavering focus on the customer experience.

Why brighthush is the Place to Grow Your Career

At brighthush, you’ll join a high‑growth, mission‑driven team that is reshaping the fintech landscape. We’re not just building a product; we’re building a community of founders who can focus on what they do best—innovating. Here’s what makes us stand out:

• Impact‑Driven Culture: Every interaction you handle informs product improvements and sparks new feature ideas.
• Ownership & Autonomy: Your voice directly shapes support processes, customer journeys, and even product roadmaps.
• Diversity & Inclusion: We celebrate diverse perspectives and are committed to creating a welcoming environment for all.
• Continuous Learning: From fintech workshops to leadership coaching, we invest in your growth.
• Work‑Life Balance: We respect your personal time and offer flexible benefits, even in a fast‑paced environment.

Key Responsibilities

As a Senior Customer Support Specialist, you will be the frontline ambassador for brighthush, ensuring every user feels heard, supported, and empowered. Your day‑to‑day will include:

• Multi‑Channel Support: Resolve user inquiries via chat, email, and phone with a consistent tone of warmth and competence.
• Account Management: Process account requests, handle card disputes, manage missing payments, coordinate card shipments, and more.
• Product Evangelism: Guide customers through our platform, translating complex features into clear, actionable steps.
• Root Cause Analysis: Identify systemic issues that lead to user pain points and collaborate with engineering to squash bugs.
• Partner Liaison: Communicate user needs to our banking partners and work together to refine processes.
• Content Creation: Author help articles, FAQs, and knowledge base entries that empower users to solve problems independently.
• Process Improvement: Design and implement workflows that increase efficiency and reduce ticket volume.
• Compliance & Governance: Assist with regulatory tasks, ensuring all support activities meet industry standards.
• Relationship Building: Foster lasting connections with users, turning occasional customers into brand advocates.
• Infrastructure Development: Contribute to the design and scaling of our support and operations infrastructure.

Essential Qualifications

We’re looking for candidates who bring a blend of experience, empathy, and analytical thinking:

• Minimum 2 years of proven experience in a Customer Experience or Customer Support role.
• Demonstrated ability to practice empathy consistently, even under pressure.
• Strong curiosity to uncover the underlying question behind every user query.
• Excellent communication skills, capable of translating technical jargon into user‑friendly language.
• Passion for automation: a track record of identifying repetitive tasks and implementing efficient solutions.
• Organizational discipline: a clean, ordered inbox and the ability to manage multiple priorities simultaneously.
• Confidence in engaging with startup founders and executives across various channels.
• Creative problem‑solving within constraints, turning challenges into opportunities.
• Professionalism and kindness, especially when dealing with frustrated or passionate customers.

Preferred Qualifications

While not mandatory, the following experiences will give you a competitive edge:

• Background in retail branch banking or a related financial service.
• Deep interest in uncovering customer needs and advocating for them.
• Experience in a high‑growth fintech or SaaS environment.
• Familiarity with banking regulations and compliance frameworks.

Skills & Competencies

Success at brighthush requires a blend of soft and hard skills:

• Customer‑Centric Mindset: Always put the user first.
• Technical Aptitude: Comfortable navigating complex software and troubleshooting issues.
• Analytical Thinking: Ability to dissect problems and propose data‑driven solutions.
• Collaboration: Work effectively with cross‑functional teams.
• Adaptability: Thrive in a fast‑changing, evolving environment.
• Time Management: Prioritize tasks and meet deadlines without sacrificing quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Senior Customer Support Specialist, you’ll have clear pathways to:

• Senior Support Lead – overseeing a team of specialists and shaping support strategy.
• Product Management – translating user feedback into product roadmaps.
• Customer Success Manager – building long‑term relationships and driving adoption.
• Operations & Process Engineer – designing scalable support workflows.
• Leadership Development Programs – preparing you for executive roles.

We also provide access to fintech conferences, internal training sessions, and mentorship programs to keep you at the forefront of industry trends.

Work Environment & Culture

Our office is a blend of open collaboration spaces and quiet zones, designed to support focus and creativity. We celebrate milestones with team lunches, hackathons, and community service days. Remote work is supported with flexible hours, ensuring you can balance professional and personal commitments. At brighthush, we value transparency, continuous improvement, and a culture where every voice matters.

Compensation & Benefits

Competitive Total Rewards Package

While specific numbers vary by location and experience, brighthush offers a comprehensive rewards package that includes:

• Base salary commensurate with industry standards and your experience.
• Equity grants that vest over four years, giving you a stake in our success.
• Health, dental, and vision insurance for you and your family.
• 401(k) plan with company match to help you plan for the future.
• Generous paid time off, flexible holiday policy, and paid parental leave.
• Professional development stipend for courses, certifications, or conferences.
• Wellness programs, including gym memberships, mental health resources, and wellness stipends.

We regularly benchmark our compensation against the fintech and SaaS sectors to ensure we remain competitive and fair.

Schedule & Availability

• Required: Availability to work at least one weekend day per 5‑day shift.
• We are hiring for multiple shifts; openings will be covered early in the interview process.
• Your schedule will be fixed—this is a long‑term commitment, not a rotating shift.

Diversity & Inclusion

brighthush values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at brighthush are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance or an accommodation, please let your recruiter know once you are contacted about a role.

Ready to Make an Impact?

If you’re excited to help thousands of founders navigate their financial journey with confidence, and you thrive in a fast‑paced, collaborative environment, we want to hear from you. Join brighthush and be part of a team that’s not just building a product, but building a future where every startup can focus on what they do best—innovating.

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