Senior Director of Global Customer Support & Experience – Remote Executive Championing Innovation in Cryptocurrency & Digital Asset Services at brighthush

About brighthush

brighthush is more than a fintech company; it is a global movement reshaping how people interact with digital wealth. Founded on the belief that financial freedom should be accessible to everyone, brighthush blends cutting‑edge blockchain technology with a consumer‑first mindset to deliver a mobile‑first platform that lets users buy, sell, store, and manage cryptocurrencies with confidence and ease. With a presence in over 50 countries and a user base that spans millions, we are on a mission to democratize access to digital assets while maintaining the highest standards of security, compliance, and customer delight.

Our culture is built on three pillars: Transparency, Innovation, and Customer‑Centricity. We celebrate experimentation, embrace failure as a learning opportunity, and empower every team member to own their impact. As we accelerate our global footprint, we are looking for visionary leaders who can shape the future of customer experience in the fast‑moving world of digital finance.

Why This Role Matters

In the fintech ecosystem, customer support is more than a service function—it is the bridge between technology and trust. Every interaction you orchestrate will influence user retention, brand reputation, and the overall success of our product portfolio. As the Senior Director of Global Customer Support & Experience, you will design a world‑class support ecosystem that scales with our rapid growth, adapts to evolving regulatory landscapes, and delivers seamless, 24/7 service across multiple languages and time zones. Your leadership will directly impact how millions of users feel about brighthush and how they engage with the future of finance.

Role Overview

Based in the USA and operating remotely, you will report directly to the Chief Operating Officer and collaborate closely with Product, Engineering, Compliance, Risk, and Security teams. Your mandate is to design, implement, and continuously refine a scalable, data‑driven support framework that aligns with brighthush’s strategic objectives and elevates the user experience to industry‑leading standards. You will be the steward of our support culture, ensuring that every team member embodies the values of empathy, accountability, and continuous improvement.

Key Responsibilities

• Strategic Planning & Vision: Craft a five‑year customer support strategy that dovetails with brighthush’s expansion plans, regulatory compliance roadmap, and product innovation cycle. Translate vision into actionable annual work plans, service level agreements (SLAs), and key performance indicators (KPIs).
• Team Leadership & Development: Build, mentor, and retain a high‑performance, cross‑cultural support organization. Define role structures, performance metrics, and career pathways. Champion a culture of continuous learning, psychological safety, and ownership.
• Global Service Delivery: Oversee omnichannel support (email, live chat, phone, in‑app messaging, and community forums). Ensure consistent, timely, and empathetic responses across all channels, with a focus on reducing first‑contact resolution (FCR) and average handle time (AHT).
• Customer Experience Optimization: Leverage customer feedback loops, NPS surveys, CSAT scores, and support analytics to identify pain points. Drive cross‑functional initiatives that eliminate friction in onboarding, trading, wallet management, and dispute resolution.
• Escalation & Incident Management: Design and enforce a robust escalation matrix for high‑severity incidents, including account security breaches, large‑value transaction disputes, and regulatory compliance alerts. Coordinate with Engineering, Security, and Compliance to ensure rapid, coordinated responses.
• Process & Policy Engineering: Author and maintain SOPs, knowledge base articles, and quality assurance frameworks. Implement continuous improvement cycles (Plan‑Do‑Check‑Act) to refine workflows and reduce operational risk.
• Cross‑Functional Collaboration: Partner with Product to translate user pain points into feature enhancements. Work with Engineering to integrate AI‑driven chatbots and self‑service portals. Liaise with Compliance and Risk to embed regulatory safeguards into support processes.
• Data‑Driven Decision Making: Build dashboards that track real‑time metrics such as ticket volume, resolution time, CSAT, and churn impact. Use data to forecast staffing needs, identify training gaps, and justify technology investments.
• Digital Asset Expertise: Maintain deep knowledge of cryptocurrency markets, blockchain mechanics, wallet architecture, and transaction flows. Translate complex technical concepts into clear, user‑friendly guidance for the support team.
• Risk & Compliance Stewardship: Ensure all support interactions comply with KYC/AML, GDPR, CCPA, and other relevant regulations. Implement privacy‑by‑design practices and conduct regular audits of support data handling.
• Technology & Automation Leadership: Champion the adoption of next‑generation support tools—AI chatbots, automated ticket routing, self‑service knowledge bases, and predictive analytics—to increase efficiency and reduce manual effort.
• Budget & Resource Management: Own the support budget, forecast staffing requirements, and negotiate vendor contracts. Optimize resource allocation to balance service quality with cost efficiency.
• Continuous Improvement & Standardization: Lead quarterly business reviews, quality audits, and process workshops. Drive a culture of experimentation, learning, and rapid iteration.

Essential Qualifications

• Bachelor’s degree (or higher) in Business Administration, Finance, Information Technology, or a related discipline. Equivalent experience will be considered.
• Minimum 20 years of progressive leadership experience in large‑scale customer service operations, preferably within fintech, cryptocurrency, or high‑growth tech companies.
• Proven track record of designing and scaling global support frameworks, including multi‑channel delivery, SLA management, and KPI optimization.
• Deep understanding of cryptocurrency ecosystems, blockchain technology, and digital asset trading platforms.
• Exceptional strategic thinking, communication, and decision‑making skills. Ability to influence senior stakeholders and drive cross‑functional initiatives.
• Advanced proficiency with CRM systems (e.g., Zendesk, Freshdesk, Salesforce Service Cloud), knowledge base platforms, and data analytics tools (SQL, Tableau, Power BI).
• Strong data‑driven mindset: ability to translate metrics into actionable improvement plans.
• Fluency in English; proficiency in Chinese is highly desirable.
• Demonstrated experience in risk management, privacy compliance, and handling sensitive customer data.
• Experience managing international, multilingual teams across multiple time zones.

Preferred Qualifications

• Experience leading support operations for a cryptocurrency exchange or wallet provider.
• Background in AI/ML‑based customer service solutions.
• Knowledge of global regulatory frameworks affecting digital asset services (e.g., MiCA, SEC, FCA).
• Prior exposure to crisis management and incident response in a high‑stakes environment.
• Track record of building high‑performing, remote teams with a focus on employee engagement and retention.

Skills & Competencies

• Strategic Leadership: Ability to set long‑term vision and translate it into operational excellence.
• Customer‑Centric Mindset: Deep empathy for users and a relentless drive to improve their journey.
• Analytical Acumen: Proficiency in data analysis, KPI development, and performance measurement.
• Technical Fluency: Comfortable navigating blockchain concepts, API integrations, and support automation.
• Cross‑Functional Collaboration: Skilled at building partnerships across Product, Engineering, Compliance, and Risk.
• Change Management: Proven ability to lead large‑scale process transformations and technology rollouts.
• Communication Excellence: Clear, concise, and persuasive communication in both written and verbal formats.
• Resilience & Crisis Management: Calm under pressure, adept at coordinating rapid responses to incidents.
• Global Mindset: Sensitivity to cultural nuances and time‑zone differences in a worldwide support operation.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our leaders. As Senior Director, you will:

• Participate in executive leadership programs focused on fintech strategy, regulatory trends, and emerging technologies.
• Lead cross‑functional innovation labs that explore AI, machine learning, and blockchain‑based customer service solutions.
• Mentor junior managers and build a pipeline of future leaders within the support organization.
• Attend industry conferences, webinars, and workshops to stay ahead of market dynamics.
• Receive a competitive salary package, equity options, and performance‑based bonuses aligned with company growth.
• Access a global learning platform with curated courses in leadership, technology, and compliance.
• Opportunity to contribute to open‑source projects and community initiatives that shape the future of digital finance.

Work Environment & Culture at brighthush

Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere in the USA with a fully supported home‑office setup.
• Diversity & Inclusion: A vibrant, multicultural team that values every voice.
• Innovation‑Driven: A sandbox mentality where experimentation is encouraged and failures are learning opportunities.
• Employee Well‑Being: Comprehensive health, dental, and vision plans, mental health resources, and generous paid time off.
• Community Impact: Opportunities to contribute to open‑source projects, blockchain education initiatives, and financial inclusion programs.
• Collaborative Spirit: Regular virtual team retreats, social events, and wellness programs that foster connection across locations.
• Transparent Leadership: Open communication channels, town‑hall meetings, and a culture that rewards curiosity and initiative.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, the overall package includes:

• Competitive base salary commensurate with seniority and industry benchmarks.
• Equity participation to share in brighthush’s long‑term success.
• Performance‑based bonuses tied to customer satisfaction, operational efficiency, and revenue impact.
• Full medical, dental, and vision coverage for you and your dependents.
• 401(k) plan with company match.
• Unlimited vacation policy and flexible working hours.
• Access to a global learning platform and tuition reimbursement for relevant courses.
• Regular team retreats, virtual social events, and wellness programs.
• Employee referral bonuses and recognition programs.

How to Apply

If you are a seasoned customer support leader ready to shape the future of digital asset services, we want to hear from you. Submit your resume, a cover letter detailing your strategic impact in previous roles, and any relevant portfolio or case studies that showcase your ability to transform support operations.

Join brighthush and help us redefine the way millions of people interact with the world of cryptocurrency.

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