Senior Overnight Remote Customer Experience Representative – Elite Concierge & Advanced Brokerage Support Specialist for High‑Value Clients, Driving Trust & Innovation at brighthush

About brighthush

At brighthush, we’re on a mission to democratize finance for everyone. Every day, we’re building the tools, the culture, and the community that will empower the next generation to manage, grow, and protect their wealth. With an estimated $124 trillion of assets set to be inherited by younger generations over the next two decades, the shift we’re driving is the largest transfer of wealth in human history. If you’re ready to be at the epicenter of this historic cultural and financial transformation, we want you on our team.

Why This Role Matters

The Overnight Remote Customer Experience Representative – Concierge Desk is more than a support role; it’s the frontline of trust, expertise, and innovation at brighthush. You’ll be the voice that turns a frustrated user into a lifelong advocate, ensuring that every customer feels heard, understood, and empowered to achieve their financial goals. Your work will directly influence product development, customer satisfaction scores, and the overall perception of brighthush as a leader in financial technology.

Impact at Scale

Every interaction you handle shapes the narrative of brighthush in the market. By resolving complex issues efficiently and proactively engaging with high‑value clients, you help us:

• Maintain a 95 %+ satisfaction rating across all support channels.
• Reduce churn by identifying and addressing pain points before they become systemic.
• Drive product enhancements through real‑world feedback loops.
• Elevate the brand’s reputation as a trusted partner for sophisticated investors.

Key Responsibilities

• Resolve Complex Issues Efficiently: Handle high‑value customer inquiries involving multi‑leg options, margin trading, cryptocurrency, futures, and other advanced brokerage products.
• Proactive Engagement: Initiate goal‑oriented conversations with customers to understand their financial journeys and anticipate potential challenges.
• Educate & Add Value: Provide clear, compliant guidance on investment strategies, product features, and market trends.
• Maintain High Satisfaction: Consistently achieve or exceed customer satisfaction metrics through empathy, problem‑solving, and follow‑up.
• Share Insights: Document recurring themes and pain points, and collaborate with product, engineering, and marketing teams to drive improvements.
• Optimize Workflows: Work with peers to refine outreach strategies, ticket routing, and knowledge base content.
• Compliance & Risk Management: Adhere to all regulatory requirements and internal policies, ensuring every interaction is documented accurately.

Success in This Role Looks Like

• Consistently meeting or surpassing targets for goal‑based customer conversations.
• Maintaining a customer satisfaction rating above 95% through solution‑oriented service.
• Demonstrating deep subject‑matter expertise across advanced brokerage products.
• Acting as a trusted voice of the customer within brighthush, influencing product direction.

Essential Qualifications

• 3+ years of experience in a brokerage or licensed financial services environment.
• FINRA Series 7 and Series 63 licenses required.
• Strong proficiency in multi‑leg options strategies, margin trading, cryptocurrencies, and futures.
• Excellent verbal and written communication skills, with the ability to translate complex topics into clear, actionable guidance.
• Passion for customer advocacy, financial literacy, and building long‑term relationships.
• Adaptable, self‑motivated, and comfortable thriving in a fast‑paced, constantly evolving environment.
• Experience with CRM tools and feedback systems (e.g., Salesforce, Slack).

Preferred Qualifications

• FINRA Series 3 and Series 66 licenses (or willingness to obtain within 30 days of hire).
• Prior experience in a concierge or high‑value client support role.
• Knowledge of regulatory changes affecting retail brokerage services.
• Experience with data analytics tools to track and report on customer metrics.

Skills & Competencies

• Customer‑centric mindset with a genuine desire to help users succeed.
• Strong analytical skills to diagnose issues and recommend solutions.
• Exceptional empathy and active listening abilities.
• Proficiency in using technology to streamline support workflows.
• Team collaboration and cross‑functional communication.
• Resilience under pressure and the ability to manage multiple high‑priority tickets simultaneously.

Career Growth & Learning Opportunities

At brighthush, we believe in continuous learning and career progression. As a Concierge Representative, you’ll have access to:

• Structured mentorship programs with senior leaders in Customer Experience, Product, and Engineering.
• Regular training on new product releases, regulatory updates, and advanced trading strategies.
• Opportunities to transition into specialized roles such as Product Management, Compliance, or Technical Support.
• Participation in cross‑functional projects that influence the direction of our platform.
• Access to a wealth of internal resources, including a knowledge base, webinars, and industry conferences.

Work Environment & Culture at brighthush

We blend the flexibility of remote work with the energy of in‑person collaboration. During the onboarding period, you’ll attend our Denver or Westlake office to meet your teammates, experience our culture, and immerse yourself in our mission. Afterward, you’ll enjoy the freedom of a fully remote role, with the option to return to the office for team events, hackathons, or spontaneous brainstorming sessions.

Our culture is built on:

• High performance and accountability.
• Ethical integrity and transparency.
• Continuous innovation and experimentation.
• Inclusivity and respect for diverse perspectives.
• Work‑life balance, supported by generous time‑off policies.

Compensation & Benefits

We offer a competitive base salary, performance‑based bonuses, equity participation, and a 401(k) plan with company matching. In addition, you’ll receive:

• 100% paid health insurance for employees, with 90% coverage for dependents.
• Employer‑paid life & disability insurance.
• Fertility benefits and comprehensive mental health support.
• Flexible benefits spending account (Lifestyle Wallet) for wellness, learning, and more.
• Paid time off, parental leave, sick days, and company holidays.
• Access to catered meals, team events, and a comfortable, collaborative workspace.

Base pay ranges are aligned with regional market data and are as follows:

• Zone 1 (Menlo Park, CA; New York, NY; Bellevue, WA; Washington, DC): $34 k – $40 k
• Zone 2 (Denver, CO; Westlake, TX; Chicago, IL): $34 k – $40 k
• Zone 3 (Lake Mary, FL; Clearwater, FL; Gainesville, FL): $33.15 k – $39 k

For locations outside these zones, compensation will be discussed during the interview process.

How to Apply

If you’re ready to join a team that’s redefining the future of finance, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the ideal fit for the Overnight Remote Customer Experience Representative role at brighthush.

Closing

At brighthush, we’re not just building a platform; we’re building a movement. Your expertise will help us empower millions of users to take control of their financial futures. If you’re passionate about customer advocacy, thrive in a fast‑paced environment, and want to make a tangible impact, we can’t wait to hear from you.