Senior Empathy‑Focused Customer Support & Risk‑Compliance Operations Lead – FinTech & Banking – 2+ Years Experience – Champion of Trust, Transparency, and Customer‑Centric Risk Management at brighthush

About brighthush

brighthush isn’t just a fintech platform – it’s a movement that reimagines how people, businesses, and entrepreneurs interact with money. By fusing state‑of‑the‑art technology with a relentless focus on the human experience, brighthush delivers a single, intuitive interface that unifies payments, banking, treasury, and compliance. Our mission is bold yet clear: to make financial services accessible, transparent, and friction‑free for everyone, everywhere.

At brighthush, the customer experience is the heartbeat of everything we build. Even when navigating the intricate world of risk, compliance, and regulatory oversight, we keep empathy at the center. Our culture thrives on curiosity, collaboration, and a relentless drive to solve problems that matter. We are a community of innovators, problem‑solvers, and risk‑aware professionals committed to building trust through transparency and empathy.

Why This Role Matters

Risk and compliance are the pillars of trust in fintech. When a customer’s account is flagged, restricted, or closed, the impact can be profound—for the individual and for brighthush’s reputation. As the Senior Empathy‑Focused Customer Support & Risk‑Compliance Operations Lead, you will turn potentially stressful moments into opportunities for reassurance, education, and continued partnership. By mastering the nuances of our risk policies and communicating them with compassion, you help maintain the seamless experience that sets brighthush apart.

Your Impact

In this role, you will be the frontline advocate for customers who encounter risk‑related actions on their accounts. You will bridge the gap between our sophisticated risk infrastructure and the people who rely on our platform, ensuring that every interaction is handled with empathy, clarity, and precision. Your work will directly influence customer satisfaction, brand reputation, and the overall trust that our users place in brighthush.

Key Responsibilities

• Customer Interaction Management – Serve as the first point of contact for customers impacted by risk actions such as account restrictions, closures, compliance reviews, or suspicious activity alerts. Respond to inbound emails, chat messages, and phone calls with professionalism and empathy.
• Process Coordination – Work closely with brighthush’s Risk teams—including AML, Fraud, ODD, Onboarding, Sanctions, and Risk UX—to manage inquiries, resolve issues, and streamline handoffs. Ensure that all customer communications align with internal risk workflows.
• Escalation Management – Act as the primary escalation point for customer support when risk‑related questions arise. Coordinate with senior risk analysts and product owners to expedite resolution while maintaining compliance standards.
• Continuous Learning – Stay current on evolving risk regulations, internal policy updates, and industry best practices. Translate complex regulatory language into clear, actionable guidance for customers.
• Feedback Loop – Capture customer pain points, identify patterns, and propose enhancements to risk workflows and product features. Serve as the voice of the customer in risk‑centric improvement initiatives.
• Operational Excellence – Prioritize accuracy, empathy, and timeliness in all communications. Maintain high quality standards under pressure, ensuring that every customer interaction reflects brighthush’s commitment to trust and transparency.
• Data Stewardship – Log all interactions accurately in the CRM, ensuring that data integrity is maintained for audit and compliance purposes.
• Team Collaboration – Participate in cross‑functional meetings with Risk, Product, Engineering, and Legal to discuss emerging risk trends and product enhancements.
• Mentorship & Knowledge Sharing – Guide junior team members, share best practices, and contribute to the development of internal training materials.
• Metrics & Reporting – Track key performance indicators such as response time, resolution rate, and customer satisfaction scores; present insights to leadership.

Essential Qualifications

• Minimum 2 years of experience in a customer operations or support role, preferably within fintech or banking.
• Strong grasp of AML, fraud detection, sanctions screening, and other risk functions as they relate to customer experience.
• Excellent written communication skills in English, with the ability to convey complex concepts clearly and sensitively.
• Proven organizational skills, capable of juggling multiple workstreams and priorities simultaneously.
• Self‑motivated, comfortable working independently and as part of a cross‑functional team.
• Familiarity with brighthush’s Risk teams or a demonstrated ability to learn new internal structures quickly.
• Customer‑first mindset, even when dealing with compliance‑driven processes.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot), ticketing tools (e.g., Zendesk, Intercom), and data analytics platforms.
• Basic understanding of U.S. and international financial regulations (e.g., FATF, OFAC, GDPR).

Preferred Qualifications

• Experience working in a high‑volume, fast‑paced fintech environment.
• Background in regulatory compliance or risk management.
• Proficiency with spreadsheet and database tools (Excel, Google Sheets, SQL).
• Prior exposure to customer support for complex, sensitive financial products.
• Experience with remote collaboration tools (Slack, Teams, Zoom) and remote work best practices.
• Knowledge of emerging technologies such as AI‑driven risk scoring or blockchain compliance.

Skills & Competencies

• Empathy & Communication – Ability to listen actively, understand customer concerns, and respond with clarity and compassion.
• Analytical Thinking – Strong problem‑solving skills, with a knack for dissecting complex processes and identifying root causes.
• Attention to Detail – Meticulousness in handling sensitive information and ensuring compliance with internal policies.
• Collaboration – Comfortable partnering with Risk, Product, Engineering, and Legal teams to achieve shared goals.
• Adaptability – Thrive in a dynamic environment where priorities shift quickly and new challenges arise daily.
• Technical Proficiency – Comfortable using spreadsheets, databases, and customer‑support platforms; quick to learn new tools.
• Time Management – Ability to prioritize tasks, meet deadlines, and maintain high quality under pressure.
• Continuous Improvement Mindset – Eager to learn, iterate, and contribute to process and product enhancements.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the fintech landscape. As the Senior Empathy‑Focused Customer Support & Risk‑Compliance Operations Lead, you will:

• Gain in‑depth knowledge of financial regulation, risk management, and compliance—skills that are highly transferable across the industry.
• Collaborate with senior leaders in Risk and Product, providing mentorship and exposure to strategic decision‑making.
• Participate in cross‑functional projects that shape the future of our platform, giving you a tangible impact on product evolution.
• Access a dedicated learning budget of $1,000 annually for courses, certifications, and conferences.
• Advance into roles such as Risk Analyst, Compliance Manager, Customer Experience Lead, or even Product Owner, leveraging the expertise you build here.
• Benefit from a structured career ladder that rewards performance, initiative, and continuous learning.

Work Environment & Culture

brighthush fosters a culture of inclusivity, innovation, and continuous improvement. Our offices are pet‑friendly, stocked with free tea, coffee, and snacks, and designed to spark collaboration. We value:

• Transparency – Open communication channels across all levels.
• Empowerment – Employees are trusted to take ownership of their work.
• Balance – Flexible work arrangements and a generous vacation policy.
• Well‑being – Weekly wellness budgets, paid sabbaticals, and comprehensive health plans.
• Diversity – A commitment to building a workforce that reflects the communities we serve.
• Innovation – Regular hackathons, idea‑sharing sessions, and a culture that encourages experimentation.
• Community – Volunteer days, charity partnerships, and team‑building retreats.

Compensation & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive total‑compensation package that includes:

• Health, dental, and vision coverage.
• 12+ weeks of paid parental leave.
• $600 USD custom work‑from‑home equipment stipend.
• Unlimited vacation policy with a mandatory minimum.
• Annual $1,000 learning & development budget.
• Paid 6‑week sabbatical after five years of service.
• Weekly $100 food budget and monthly $100 wellness budget.
• Monthly $50 cellphone reimbursement.
• Pet‑friendly office environment with free beverages, lunch, and snacks.
• Retirement matching up to 4% of base salary (401K/RRSP).
• Inclusive fertility, hormonal health, and family‑forming benefits through Carrot Fertility.
• Employee stock purchase plan with competitive vesting terms.
• Comprehensive mental health support and counseling services.

Why Join brighthush?

When you join brighthush, you become part of a mission‑driven team that is reshaping the future of finance. You’ll work alongside passionate professionals who are eager to learn, innovate, and make a real difference for our customers. Your expertise in risk‑aware customer support will help us maintain the highest standards of trust and security while delivering an exceptional user experience.

At brighthush, you will:

• Be part of a fast‑moving, data‑driven organization that values your voice.
• Enjoy a culture that celebrates curiosity, experimentation, and continuous improvement.
• Receive mentorship from industry leaders and have the opportunity to shape product strategy.
• Benefit from a generous benefits package that supports your health, well‑being, and personal growth.
• Work in a flexible environment that respects your work‑life balance.

If you are ready to blend your love for customer service with a deep understanding of financial risk, and you thrive in a fast‑moving, collaborative environment, we want to hear from you.

How to Apply

Ready to take the next step? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Empathy‑Focused Customer Support & Risk‑Compliance Operations Lead role at brighthush. We look forward to exploring how your skills and passion can help us continue to innovate and protect our customers.