Senior Customer Support Team Lead – Early Shift Operations & Development – Remote – Driving Global FinTech Customer Experience Excellence at brighthush

About brighthush

brighthush is a trailblazing fintech pioneer redefining how people move and manage money worldwide. With a mission to democratize financial services, we empower millions to send, spend, and receive funds across borders with speed, transparency, and zero friction. Our culture thrives on diversity, equity, and inclusion—values that guide every decision, product, and interaction. As a global, fully remote organization, we bring together talent from every corner of the planet, united by a shared purpose: to make financial freedom accessible to all.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, purpose‑driven team that’s reshaping the future of money. We invest heavily in people, offering continuous learning, mentorship, and a clear career progression path. Our remote‑first model gives you the flexibility to work from anywhere while staying connected to a vibrant, collaborative community. If you’re passionate about customer experience, data‑driven decision making, and leading teams to exceed expectations, brighthush is the place to grow.

Role Overview

As the Senior Customer Support Team Lead – Early Shift, you will be the linchpin between our frontline agents and cross‑functional stakeholders. Your focus will be threefold:

• Deliver – Execute flawlessly, drive operational excellence, and champion continuous improvement.
• Develop – Cultivate a culture of growth, mentorship, and high performance.
• Nurture – Foster an inclusive, supportive environment that empowers every team member.

You will manage a team of customer support specialists, ensuring they meet or exceed key performance indicators while maintaining the highest standards of customer satisfaction. Your leadership will directly influence product improvements, process optimizations, and the overall health of our support ecosystem.

Key Responsibilities

Operational Excellence & Delivery

• Own end‑to‑end case resolution, ensuring complex issues are handled independently through targeted coaching and delegation.
• Analyze performance data, identify trends, and implement data‑driven strategies to improve resolution rates, handling times, and quality scores.
• Collaborate with Workforce Management, Quality Assurance, and Knowledge Management to eliminate bottlenecks and streamline workflows.
• Lead incident management, coordinating with affected customers and internal teams to minimize disruption and maintain service continuity.
• Monitor AI‑driven triage accuracy, providing actionable feedback to product teams for continuous refinement.

Team Development & Culture

• Design and execute Personal Development Plans (PDPs) that align individual aspirations with brighthush’s mission.
• Facilitate ongoing training, ensuring all agents complete mandatory modules and stay current on product updates.
• Drive performance management, including salary progression discussions, formal performance reviews, and constructive coaching.
• Set and uphold the team’s tone of voice, embodying brighthush values in every interaction.
• Manage the team budget, ensuring agents have the tools and resources needed for success.
• Lead talent acquisition efforts, conducting interviews and setting high hiring standards.

Inclusive Leadership & Well‑Being

• Champion diversity and inclusion, adapting leadership styles to meet the unique needs of each team member.
• Maintain transparent, two‑way communication between agents, leadership, and stakeholders.
• Regularly check in on mental and physical well‑being, proactively mitigating burnout through healthy work‑life balance practices.
• Provide consistent feedback through 1:1s and bi‑annual performance reviews, fostering a culture of trust and continuous improvement.

Essential Qualifications

• Minimum 6 months of experience in a customer support leadership role within a fintech or related industry.
• Fluent in English; proficiency in the local language of the assigned team is a plus.
• Proficiency with Google Workspace, Slack, and AI‑driven support tools.
• Strong analytical skills, including prompt engineering and data visualization to independently analyze team‑level trends.
• Self‑starter with a proactive, solution‑oriented mindset and a passion for operational excellence.
• Ability to adapt to flexible work hours, ensuring coverage during the early shift (06:00 AM–03:00 PM).
• Deep understanding of data security best practices and compliance requirements.
• Successful background check and legal authorization to work in the assigned location.

Preferred Qualifications

• Experience in banking, internet, telecom, or international customer care centers.
• Background in AI or machine learning product support.
• Previous experience leading remote teams across multiple time zones.
• Certified in Six Sigma, Lean, or a related process improvement methodology.

Skills & Competencies

• Exceptional communication and interpersonal skills, with the ability to inspire and motivate a diverse team.
• Strategic thinking combined with meticulous attention to detail.
• Strong problem‑solving abilities and a data‑driven decision‑making approach.
• Resilience under pressure, maintaining composure during high‑volume periods.
• Commitment to continuous learning and a growth mindset.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Team Lead, you’ll have access to:

• Leadership development programs tailored to high‑potential managers.
• Cross‑functional projects that expose you to product, engineering, and data science teams.
• Mentorship from senior leaders who have shaped brighthush’s global strategy.
• Annual performance reviews that align your career trajectory with company goals.
• Opportunities to transition into senior leadership roles such as Senior Team Lead, Manager, or Director of Customer Experience.

Work Environment & Culture

brighthush’s remote‑first culture means you can work from anywhere while staying connected through:

• Daily stand‑ups and weekly all‑hands meetings via video.
• Collaborative tools like Slack, Microsoft Teams, and Asana.
• Regular virtual coffee breaks and team‑building activities.
• A culture that celebrates wins, learns from failures, and values every voice.

Compensation & Benefits

While specific figures may vary by location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with experience and market rates.
• Performance‑based bonuses tied to team KPIs.
• Comprehensive health, dental, and vision insurance.
• Unlimited paid time off and flexible working hours.
• Professional development stipend for courses, certifications, and conferences.
• Equity or stock‑option program to share in brighthush’s growth.
• Well‑being initiatives such as virtual fitness classes, mental health support, and wellness stipends.

How to Apply

Ready to lead, innovate, and make a tangible impact? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’ll review your application and, if selected, invite you to complete a take‑home test that showcases your problem‑solving and communication skills.

Working Hours & Schedule

• Remote position with a schedule from Monday to Friday, 06:00 AM – 03:00 PM.
• First 15 days involve on‑site training (9:00 AM – 6:00 PM) at our headquarters.
• Post‑training, the role transitions to a fully remote schedule.

Eligibility & Application Notes

• Minimum 6 months in a current role.
• Clear impact or higher rating on the latest performance review.
• No active disciplinary actions or performance improvement plans.
• Only resumes in English will be considered.

Join Us

At brighthush, we’re building a future where money moves freely, securely, and effortlessly. If you’re ready to bring your leadership, analytical acumen, and passion for customer success to a global fintech that values innovation and inclusion, we want to hear from you. Apply today and help us shape the next chapter of financial freedom.