Senior Global Payments Operations & Customer Success Leader – AI‑Powered Support Champion Driving Consumer Money Innovation at brighthush

About brighthush – Pioneering the Future of Global Payments

brighthush is not just a fintech company; it is a movement that reimagines how people move, store, and grow their money across borders. By combining a cutting‑edge stablecoin infrastructure with intuitive mobile payment solutions, we empower millions of consumers worldwide to transact faster, safer, and with unprecedented transparency. Our mission is simple yet bold: make financial services accessible, reliable, and friction‑free for everyone, everywhere.

Why This Role is a Game‑Changer

The Senior Global Payments Operations & Customer Success Leader sits at the nexus of product vision and real‑world customer experience. You will lead a dynamic, cross‑functional team that spans multiple time zones and languages, ensuring every interaction is seamless, secure, and delightful. Your decisions will shape product strategy, drive customer satisfaction, and accelerate revenue growth while elevating operational excellence across a rapidly scaling portfolio.

Key Responsibilities – Your Day‑to‑Day Impact

• Ticket Lifecycle Ownership: Own the end‑to‑end journey of every customer ticket—from intake to resolution—ensuring timely, accurate, and empathetic handling that reflects brighthush’s commitment to excellence.
• AI‑Enabled Workflow Design: Architect, implement, and iterate AI‑assisted support processes that reduce manual effort, accelerate response times, and boost first‑contact resolution rates.
• Operational Leadership: Oversee daily support operations, including staffing, scheduling, performance metrics, and cross‑regional coordination to maintain service levels that exceed expectations.
• Vendor & Partner Management: Build and nurture relationships with third‑party vendors (payment processors, fraud detection services, etc.) to guarantee seamless integration and service delivery.
• Data‑Driven Insights: Analyze KPIs such as CSAT, NPS, ticket volume, and resolution time to uncover trends, root causes, and improvement opportunities that inform strategic decisions.
• Stakeholder Collaboration: Partner with Product, Engineering, Compliance, and Finance to translate customer insights into actionable product enhancements and policy updates.
• Team Development: Mentor, coach, and grow a high‑performing support squad, fostering a culture of continuous learning, accountability, and customer obsession.
• Compliance & Risk Oversight: Ensure all support activities adhere to regulatory standards, internal policies, and data privacy requirements.
• Customer Advocacy: Serve as the voice of the customer within brighthush, championing user needs and driving a customer‑centric mindset across the organization.
• Innovation Champion: Lead initiatives that experiment with new AI tools, chatbots, and predictive routing to enhance support efficiency and satisfaction.
• Reporting & Forecasting: Produce regular operational reports for senior leadership, highlighting trends, risks, and opportunities for scaling support.

Essential Qualifications – What We Expect

• 5+ years of experience in customer support, operations, or service management within a high‑growth fintech or consumer‑finance environment.
• Proven track record of managing large, distributed support teams across multiple time zones and languages.
• Mastery of ticketing platforms (including proprietary systems) and experience with AI‑assisted support tools.
• Strong analytical skills, with the ability to interpret data, generate actionable insights, and present findings to senior leadership.
• Fluency in English (written and spoken) and comfort communicating with global stakeholders.
• Experience managing vendor relationships and negotiating service level agreements (SLAs).
• Familiarity with payment processing, fraud detection, and regulatory compliance in the fintech space.
• Bachelor’s degree in Business, Finance, Computer Science, or a related field (MBA or advanced certifications are a plus).

Preferred Qualifications – Bonus Points

• Experience with stablecoin or blockchain‑based payment solutions.
• Hands‑on knowledge of AI/ML tools for customer support automation (e.g., chatbots, predictive routing).
• Proficiency in data visualization tools such as Tableau or Power BI.
• Background in agile project management and familiarity with Scrum or Kanban frameworks.
• Experience in a remote‑first organization with a global workforce.
• Strong understanding of international money‑movement regulations (AML/KYC, GDPR, etc.).

Skills & Competencies – The DNA of Success

• Customer‑Obsessed Leadership: Relentless focus on delivering exceptional customer experiences and a willingness to go above and beyond to solve complex problems.
• Strategic Thinking: Ability to translate data insights into actionable strategies that align with business goals.
• Communication & Influence: Clear, concise communication across all levels—from frontline agents to C‑suite executives—and the ability to influence without authority.
• Adaptability & Resilience: Thriving in a fast‑paced, constantly evolving fintech environment, turning challenges into opportunities.
• Collaboration & Team Building: Building high‑performing teams, fostering a culture of trust, and encouraging cross‑functional collaboration.
• Technical Proficiency: Comfortable working with APIs, data pipelines, and automation tools to streamline support workflows.
• Analytical Rigor: Strong quantitative skills, with the ability to dissect complex data sets and derive actionable insights.

Career Growth & Learning Opportunities – Your Path to Leadership

At brighthush, career development is a partnership. In this senior role, you’ll have access to:

• Leadership training programs that sharpen your people‑management, strategic planning, and cross‑functional collaboration skills.
• Mentorship from senior leaders in product, engineering, and finance, providing a holistic view of the business.
• Opportunities to transition into product management, operations strategy, or global customer experience roles.
• Regular hackathons, innovation challenges, and cross‑team projects that let you experiment with new ideas and technologies.
• Access to industry conferences, workshops, and online courses—fully reimbursed by brighthush.
• Potential to lead new initiatives such as AI‑driven customer journey mapping or global support center expansion.

Work Environment & Company Culture – Where Innovation Meets Inclusion

brighthush is built on the principles of transparency, inclusivity, and continuous improvement. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere in the world while staying connected through collaborative tools and regular virtual town halls.
• 4‑Day Work Week: A proven model that boosts productivity, reduces burnout, and enhances work‑life balance.
• Inclusive Community: A diverse workforce that celebrates different backgrounds, perspectives, and ideas.
• Innovation‑Driven Mindset: Encouragement to experiment, fail fast, and iterate quickly—whether it’s a new support workflow or a product feature.
• Employee Well‑Being: Comprehensive wellness programs, mental health resources, and flexible time‑off policies.
• Transparent Communication: Regular all‑hands meetings, open‑door leadership, and a culture of honest feedback.
• Social Impact: Initiatives that give back to communities, such as financial literacy workshops and partnerships with NGOs.

Compensation & Benefits – A Rewarding Total Rewards Package

While specific figures vary based on experience and location, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for senior customer success roles in fintech.
• Performance‑based bonuses tied to team and company metrics.
• Equity options that allow you to share in the company’s long‑term success.
• Health, dental, and vision insurance for you and your dependents.
• Unlimited paid time off, in addition to the 4‑day work week.
• Professional development stipend and access to learning platforms.
• Annual company retreats and team‑building events.
• Flexible work arrangements, including the ability to work from any location.
• Access to cutting‑edge AI tools and support technology that keeps you at the forefront of the industry.

How to Apply – Join the brighthush Revolution

Ready to take the next step in your career and help shape the future of global payments? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Senior Global Payments Operations & Customer Success Leader role at brighthush. We’re excited to hear from you!