Senior Customer Support Specialist – Global Fintech Trading Platform – Bangkok, Thailand – Deliver Exceptional Client Experience

About brighthush

brighthush is a trailblazing fintech powerhouse that has been redefining the way traders interact with global markets since its inception in 2015. With a robust regulatory footprint that spans the FCA, Mauritius, and multiple other jurisdictions, brighthush operates a suite of cutting‑edge trading platforms that empower millions of retail and institutional clients worldwide. Our presence is felt across 20+ offices, from London and New York to Dubai and Southeast Asia, and our team of 250+ professionals is as diverse as the markets we serve.

At brighthush, we believe that technology is only as powerful as the people who use it. That’s why we invest heavily in our people, offering a culture of continuous learning, autonomy, and collaboration. Whether you’re a seasoned support veteran or a recent graduate eager to dive into fintech, brighthush provides the tools, mentorship, and career pathways to help you thrive.

Your Role

As a Senior Customer Support Specialist based in Bangkok, Thailand, you will be the frontline advocate for our traders and institutional partners. You’ll bridge the gap between our sophisticated trading technology and the end‑user, ensuring that every interaction is smooth, reliable, and memorable. Reporting directly to the Head of Customer Support, you will play a pivotal role in shaping the customer experience strategy and driving operational excellence across all support channels.

Key Responsibilities

• Manage all customer communication channels—live chat, email, phone, and client portal—delivering timely, accurate, and empathetic support.
• Diagnose and resolve technical or transactional issues, escalating complex cases to the appropriate internal teams while maintaining a clear line of communication with the client.
• Maintain meticulous CRM records, documenting every interaction, action taken, and outcome to ensure data integrity and enable continuous improvement.
• Collaborate cross‑functionally with product, engineering, compliance, and risk teams to create and assign tasks that resolve customer inquiries efficiently.
• Proactively follow up with clients, scheduling callbacks and ensuring that issues are fully resolved to their satisfaction.
• Adhere to and help refine standard operating procedures, ensuring compliance with regulatory and internal policy requirements.
• Work independently while also contributing to a high‑performing team environment, sharing best practices and mentoring junior staff.
• Adapt to a rotating shift schedule—including morning, afternoon, and night shifts—to support our global client base and maintain 24/7 service availability.

Essential Qualifications

• Proven experience in a customer support or client service role, preferably within fintech or financial services.
• Strong command of English and Thai, both written and spoken, with excellent communication and presentation skills.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with CRM systems.
• Exceptional phone etiquette, active listening, and problem‑solving abilities.
• Ability to thrive under pressure, manage multiple priorities, and meet tight deadlines.
• Flexibility to work a rotating shift schedule, ensuring coverage across all time zones.

Preferred Qualifications

• Background in Forex trading or broader financial markets, providing an intrinsic understanding of client needs.
• Experience with trading platforms or brokerage support, giving you a head start in troubleshooting platform‑specific issues.
• Knowledge of regulatory frameworks such as FCA, MiFID II, or local compliance standards.
• Previous exposure to high‑volume support environments, demonstrating resilience and scalability.

Core Competencies & Skills

• Customer‑Centric Mindset: A genuine passion for delivering outstanding service and turning challenges into opportunities.
• Technical Aptitude: Quick learning curve for new software, APIs, and troubleshooting tools.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Collaboration & Influence: Working effectively across departments and influencing stakeholders to achieve customer success.
• Adaptability: Comfortable with change, ambiguity, and evolving processes in a fast‑paced fintech environment.
• Time Management: Prioritizing tasks, managing workload, and ensuring SLA compliance.

Career Growth & Learning

At brighthush, your career trajectory is as dynamic as the markets we serve. As a Senior Customer Support Specialist, you will:

• Progress to Lead or Managerial roles within the Customer Support organization, overseeing larger teams and shaping strategy.
• Transition into Product Support or Technical Support Engineering, leveraging your deep product knowledge and technical skills.
• Explore cross‑functional opportunities in Compliance, Risk, or Operations, broadening your expertise across the fintech ecosystem.
• Participate in our internal mentorship program, receiving guidance from senior leaders and industry experts.
• Access continuous learning resources—webinars, certifications, and workshops—designed to keep you at the forefront of fintech innovation.

Work Environment & Culture

• Collaborative Team: A supportive, inclusive environment where every voice is heard and valued.
• Modern Tech Stack: Cutting‑edge tools and platforms that empower you to deliver top‑tier support efficiently.
• Autonomy & Ownership: Freedom to design your workflow, propose process improvements, and take ownership of customer outcomes.
• Global Perspective: Work with colleagues and clients from around the world, gaining cross‑cultural insights and expanding your professional network.
• Work‑Life Balance: Flexible shift options, remote work possibilities, and a culture that respects personal commitments.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive total rewards package that includes:

• Competitive base salary with performance‑based KPI bonuses.
• Night shift allowance for those covering after‑hours support.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Retirement savings plan with company match.
• Generous paid time off, including vacation, sick leave, and public holidays.
• Employee assistance program and mental health resources.
• Regular team‑building events, hackathons, and industry conferences.
• Access to a modern, ergonomic workspace equipped with the latest technology.

How to Apply

If you’re ready to elevate your support career, make a tangible impact on traders worldwide, and grow within a forward‑thinking fintech leader, we want to hear from you. Submit your application today and join the brighthush family.