Senior Customer Support Specialist – Technical Troubleshooting, Client Success & Payment Systems Expert in AI‑Powered FinTech Solutions

About brighthush

brighthush is at the forefront of the digital payments revolution, delivering cutting‑edge, AI‑powered payment technologies that empower Payment Service Providers (PSPs), Electronic Money Institutions (EMIs), and neobanks across the EU and the UK. As a fully licensed Electronic Money Institution (FCA Reference No. 927920) and holder of a Financial Institution Licence issued by the MFSA, brighthush is a principal member of both VISA and Mastercard. Our portfolio of real‑world financial solutions includes:

• Global card processing
• Digital wallet infrastructure
• Cross‑border merchant accounts
• Alternative payment methods (APMs)
• Corporate accounts for legal entities

Our mission is simple: to power the digital economy with secure, scalable, and intelligent payment solutions. We do this by combining deep industry expertise with a culture that prizes curiosity, collaboration, and measurable impact. If you’re passionate about fintech, thrive in a fast‑paced environment, and want to shape the future of payments, brighthush is the place for you.

Role Overview

We are seeking a Senior Customer Support Specialist who will serve as the first line of defense for our clients and partners. This role goes far beyond traditional customer service; you will be the technical expert who diagnoses, troubleshoots, and resolves complex issues related to acquiring and payment systems. Your work will directly influence transaction success rates, customer satisfaction, and the overall reliability of our platform.

Key Responsibilities

• Provide timely, high‑quality technical support to clients and partners on acquiring operations and payment systems.
• Log, categorize, and prioritize incoming inquiries—including assistance requests, error reports, and reporting queries—using our ticketing system.
• Conduct initial analysis and diagnosis of transaction processing and payment gateway issues, applying your knowledge of payment terminals, gateways, and data transmission protocols.
• Resolve straightforward technical problems independently, while escalating more complex incidents to the appropriate engineering or product teams.
• Guide clients through the setup and optimal use of our software for payment operations, translating technical jargon into clear, actionable steps.
• Document all client interactions, problem descriptions, actions taken, and outcomes in a concise, searchable format.
• Collaborate closely with cross‑functional teams—Engineering, Product, Security, and Compliance—to ensure rapid resolution of technical issues.
• Participate in post‑incident reviews and contribute to root‑cause analysis, helping to improve product stability and support processes.
• Maintain up‑to‑date knowledge of industry standards, regulatory changes, and emerging payment technologies.
• Support 24/7 operations by working in shift‑based schedules, including day and night shifts.

Essential Qualifications

• Minimum of 1–2 years of experience in the fintech or payments industry, with a focus on technical support or client success.
• Fluent in English and Russian, both written and verbal, with the ability to explain complex technical concepts in simple terms.
• Strong understanding of payment terminal operation, payment gateway architecture, and standard data transmission protocols (e.g., ISO 8583, EMV).
• Hands‑on experience with incident management and monitoring tools such as Intercom, JIRA, Grafana, and Asana.
• Proficiency with ticketing/CRM systems and the ability to navigate multiple platforms efficiently.
• Excellent organizational skills, with the ability to manage multiple priorities and maintain meticulous documentation.
• Proactive, problem‑solving mindset, coupled with a passion for continuous learning and improvement.
• Adaptability to rapidly changing environments and the capacity to learn new technologies quickly.
• Willingness to work flexible shifts, including evenings, weekends, and holidays, to support a global client base.

Preferred Qualifications

• Experience working with PCI‑DSS compliance and security best practices.
• Knowledge of alternative payment methods (e.g., Apple Pay, Google Pay, crypto‑payments).
• Background in scripting or automation (Python, Bash) to streamline support workflows.
• Previous exposure to a regulated financial institution or a large payment processor.
• Multilingual capabilities beyond English and Russian.

Skills & Competencies

• Technical Acumen: Deep understanding of payment processing, gateway integration, and terminal configuration.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Communication: Clear, concise, and empathetic communication with clients and internal stakeholders.
• Collaboration: Strong teamwork skills, working seamlessly with engineering, product, and compliance teams.
• Customer‑Centricity: A genuine desire to help clients succeed and a focus on delivering exceptional service.
• Time Management: Efficiently prioritize tasks in a fast‑paced, high‑volume environment.
• Adaptability: Thrive in a dynamic, evolving fintech landscape.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Customer Support Specialist, you will:

• Gain exposure to the full stack of our payment platform, from front‑end interfaces to back‑end processing engines.
• Participate in cross‑functional projects that drive product enhancements and operational efficiencies.
• Access a robust learning ecosystem, including internal workshops, external certifications, and mentorship from senior engineers.
• Progress into specialized roles such as Technical Support Engineer, Product Support Lead, or even Product Management.
• Contribute to the development of support playbooks, knowledge bases, and automation tools that shape the future of our support organization.

Work Environment & Company Culture

Our culture is built on the pillars of:

• Innovation: We encourage experimentation and reward creative problem‑solving.
• Collaboration: Cross‑departmental teamwork is the engine of our success.
• Transparency: Open communication and data‑driven decision making are standard practice.
• Impact: Every team member’s contribution directly influences our clients’ success and the broader digital economy.
• Flexibility: Fully remote work, flexible hours, and a results‑oriented approach empower you to balance professional and personal commitments.

Compensation, Perks & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that reflects your expertise and the value you bring. Additional benefits include:

• Paid vacation and public holidays.
• Health and wellness stipend.
• Professional development budget.
• Equity or profit‑sharing options (subject to role and location).
• Access to cutting‑edge tools and technologies.
• Inclusive, diverse, and supportive remote work environment.

Employment Details

• Employment Type: B2B Contract
• Working Schedule: Shift‑based, covering both day and night shifts to support 24/7 global operations.
• Legal Entity: Employment will be offered through one of brighthush's legal entities, depending on role, location, and applicable legal framework.

How to Apply

Ready to join a team that’s redefining the future of payments? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Customer Support Specialist role at brighthush. We look forward to exploring how your skills and passion can help us deliver unparalleled support to our clients worldwide.

Conclusion

At brighthush, you’ll be part of a mission‑driven organization that blends advanced technology with a human‑centric approach to payments. Your expertise will directly influence transaction success, client satisfaction, and the evolution of our platform. If you’re ready to take on challenging technical problems, collaborate with top‑tier engineers, and grow your career in a dynamic fintech environment, we encourage you to apply today.