Senior Global Billing & Payment Resolution Specialist – Remote Customer Support Leader Driving Financial Accuracy & Client Success at brighthush

About brighthush

brighthush is a global leader in technology services, delivering innovative digital solutions that enable businesses of every size to scale, transform, and stay ahead of the competition. From Fortune 500 enterprises to fast‑growing startups, our clients rely on brighthush to turn complex technology challenges into clear, measurable outcomes. Our core belief is simple: when our clients succeed, we all succeed. This philosophy fuels a culture of relentless curiosity, continuous learning, and a commitment to excellence that resonates across every team and every project.

Why Choose brighthush?

At brighthush, people are the engine of our success. We have built a remote‑first organization that values flexibility, inclusivity, and transparency. Whether you are working from a home office, a co‑working space, or a beachside café, you remain fully connected to a vibrant global community of professionals who share a passion for solving real‑world problems. Our core pillars include:

• Competitive Compensation & Benefits: Salary packages that exceed market averages, comprehensive health coverage from day one, performance‑based bonuses, and equity participation.
• Work‑Life Harmony: Flexible schedules, unlimited PTO options, and a results‑oriented culture that respects personal commitments.
• Career Growth & Learning: Access to industry‑leading training, certifications, mentorship programs, and clear internal career pathways.
• Inclusive Team Culture: A workplace where diversity of thought, background, and experience is celebrated and where every voice is heard.
• Impactful Work: Direct influence on the satisfaction of thousands of customers worldwide, shaping the future of billing and payment experiences.

Role Overview – Senior Global Billing & Payment Resolution Specialist

We are seeking a highly motivated, detail‑oriented professional to join our remote support team as a Senior Global Billing & Payment Resolution Specialist. In this pivotal role, you will serve as the first line of defense for billing inquiries, payment disputes, and account issues across a diverse, international customer base. You will collaborate closely with Finance, Product, Engineering, and Customer Success teams to ensure accurate billing processes, swift issue resolution, and an exceptional end‑to‑end customer experience.

Key Responsibilities

• Monitor, triage, and respond to inbound billing support tickets across email, live chat, in‑app messaging, and phone channels, consistently meeting or exceeding SLA targets.
• Investigate and resolve complex billing discrepancies, payment failures, refunds, chargebacks, and transaction errors with a focus on root‑cause analysis.
• Document every customer interaction, resolution step, and follow‑up action in the ticketing system with meticulous attention to detail, ensuring knowledge‑base continuity.
• Identify recurring billing patterns or systemic issues, compile actionable insights, and partner with Product and Finance to drive corrective initiatives.
• Escalate high‑impact or time‑sensitive cases to senior leadership or specialized teams, maintaining clear communication with customers throughout the escalation process.
• Proactively share billing best practices, self‑service resources, and educational content with customers to reduce future friction.
• Participate in continuous‑improvement projects, including process redesign, knowledge‑base enrichment, and the development of training modules for new hires.
• Track, analyze, and report on key performance metrics such as ticket volume, average resolution time, CSAT scores, and SLA compliance, presenting findings to stakeholders on a weekly and monthly basis.
• Serve as a subject‑matter expert for internal teams, providing guidance on payment gateway nuances, subscription lifecycle management, and compliance considerations.
• Champion a customer‑centric mindset across the organization, advocating for policies and product enhancements that simplify the billing experience.

Essential Qualifications

• Minimum of 1 year of hands‑on experience in customer support, billing operations, payments, or fintech environments.
• Demonstrated ability to work within strict SLAs and performance metrics while maintaining high quality standards.
• Strong analytical aptitude with proven experience interpreting billing data, identifying trends, and presenting actionable insights.
• Excellent written and verbal communication skills in English; additional language proficiency is a distinct advantage.
• Proficiency with leading customer support platforms (e.g., Zendesk, Freshdesk, ServiceNow) and analytics tools such as Tableau, Power BI, or Looker.
• Hands‑on experience with payment processing systems (Stripe, PayPal, Adyen, etc.) and subscription billing platforms (Zuora, Chargebee, Recurly).
• Exceptional documentation habits, with a track record of maintaining clear, concise, and searchable ticket records.
• High attention to detail, a proactive problem‑solving mindset, and the ability to stay calm under pressure.
• Empathy and professionalism when handling escalated or emotionally charged customer interactions.
• Proven ability to collaborate effectively with cross‑functional teams across multiple time zones.

Preferred Qualifications (Nice to Have)

• Advanced experience with ticketing systems such as Zendesk, Jira Service Desk, or similar platforms, including workflow automation.
• Deep understanding of financial regulations and compliance standards (PCI‑DSS, GDPR, SOX, etc.).
• Background in e‑commerce, SaaS, or subscription‑based billing models, with exposure to revenue recognition principles.
• Experience working in a fully remote, distributed team environment, demonstrating self‑discipline and strong virtual communication skills.
• Certifications related to finance, payments, or customer experience (e.g., Certified Payments Professional, CSPO, ITIL).

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities for delight.
• Technical Proficiency: Ability to navigate multiple software tools, learn new platforms quickly, and troubleshoot technical billing issues.
• Analytical Thinking: Skilled at dissecting complex billing scenarios, performing root‑cause analysis, and proposing effective solutions.
• Time Management: Expert at prioritizing tasks, managing competing demands, and meeting deadlines without sacrificing quality.
• Team Collaboration: Strong interpersonal skills that enable seamless cooperation with Finance, Product, Engineering, and Customer Success teams.
• Adaptability: Thrives in a fast‑paced, evolving environment, embracing change and continuously seeking improvement.
• Communication Excellence: Clear, concise, and empathetic communication with customers and internal stakeholders.
• Data‑Driven Decision Making: Comfortable using metrics and dashboards to guide actions and demonstrate impact.

Career Growth & Learning Opportunities

brighthush invests heavily in the professional development of its people. As a Senior Global Billing & Payment Resolution Specialist, you will have access to a robust learning ecosystem designed to accelerate your career:

• Structured Onboarding & Mentorship: A comprehensive onboarding program paired with a dedicated mentor to guide you through your first 90 days.
• Paid Certifications: Financial, payments, and customer experience certifications fully funded by brighthush.
• Clear Internal Career Paths: Opportunities to transition into roles such as Billing Analyst, Senior Customer Success Manager, Product Support Lead, or Finance Operations Manager.
• Knowledge‑Sharing Sessions: Regular webinars, lunch‑and‑learns, and cross‑functional workshops with industry experts.
• Innovation Projects: Participation in cross‑departmental initiatives aimed at improving billing workflows, reducing friction, and influencing product roadmaps.
• Leadership Development: Access to leadership training programs for those aspiring to manage teams or lead strategic initiatives.

Work Environment & Culture

Our remote‑first model empowers you to design a workspace that aligns with your lifestyle. At brighthush, you will become part of a global community that values:

• Transparency: Open communication channels, regular town‑halls, and clear visibility into company goals.
• Inclusivity: A culture that celebrates diverse perspectives, promotes equity, and ensures every team member feels a sense of belonging.
• Continuous Feedback: Frequent performance check‑ins, peer recognition programs, and constructive coaching.
• Well‑Being: Mental‑health resources, wellness stipends, and initiatives that support work‑life balance.
• Collaboration: Virtual coffee chats, team‑building events, and community service projects that foster strong interpersonal connections.

Compensation, Perks & Benefits

While exact compensation varies based on experience, location, and market factors, brighthush offers a comprehensive package designed to attract and retain top talent:

• Competitive base salary with performance‑based quarterly bonuses.
• Health, dental, and vision insurance effective on day one, with options for dependents.
• Generous paid time off (PTO) with the ability to cash out unused days.
• Group life insurance, short‑term and long‑term disability coverage.
• Employee Stock Purchase Plan (ESPP) and equity grants for eligible positions.
• Annual wellness stipend, mental‑health counseling, and access to virtual fitness classes.
• Remote‑work stipend covering home‑office equipment, internet, and coworking space memberships.
• Professional development budget for conferences, courses, and certifications.
• Company‑sponsored virtual events, hackathons, and community outreach programs.

How to Apply

If you are a detail‑oriented, customer‑obsessed professional who thrives on solving complex billing challenges and delivering world‑class support, we want to hear from you. Please submit the following:

• Your up‑to‑date resume highlighting relevant experience.
• A concise cover letter explaining why you are the perfect fit for the Senior Global Billing & Payment Resolution Specialist role at brighthush and how your background aligns with our mission.
• Any relevant certifications or portfolio items that showcase your expertise in payments, billing, or customer support.

Our recruitment team reviews applications on a rolling basis, so early submission is encouraged. We look forward to learning how your unique strengths can contribute to brighthush’s continued success.

Join Us at brighthush

At brighthush, you will be part of a forward‑thinking organization where your contributions directly impact the financial health and satisfaction of thousands of customers worldwide. We celebrate innovation, champion diversity, and empower every employee to grow both personally and professionally. Take the next step in your career—apply today and help shape the future of global billing and payment excellence.