Senior Remote Customer Success & Technical Support Specialist – Championing FinTech Innovation & Client Success at brighthush

About brighthush and the FinTech Revolution

brighthush is not just a technology vendor; we are the architects of tomorrow’s digital banking landscape. With a presence that spans North America, Europe, and Asia, we empower banks, wealth managers, and fintech pioneers to turn complex regulatory and operational challenges into elegant, scalable solutions. Our portfolio is a blend of secure payment gateways, real‑time analytics dashboards, AI‑driven advisory tools, and cloud‑native banking platforms that deliver frictionless experiences to end‑users. We fuse cutting‑edge technology with a human‑centric service philosophy, ensuring every client feels heard, supported, and empowered to grow.

In an era where digital‑first banking is no longer optional, the demand for exceptional customer support has never been higher. At brighthush, we recognize that the heartbeat of our business is the relationship we build with our clients. That’s why we’re looking for a Remote Customer Success & Technical Support Specialist who can blend empathy, technical know‑how, and a passion for continuous improvement to keep our partners’ operations running smoothly.

Why This Role Is a Game‑Changer

As the frontline advocate for our financial services clients, you will be the bridge between complex product features and real‑world business outcomes. Your work will directly influence client satisfaction scores, reduce churn, and help shape the future of our product roadmap. You’ll have the opportunity to:

• Translate intricate technical concepts into clear, actionable guidance.
• Resolve technical hiccups in real time across multiple channels.
• Collaborate with product managers, engineers, and sales teams to refine support processes.
• Drive measurable improvements in CSAT, NPS, and first‑contact resolution.

Key Responsibilities

Client Interaction & Issue Resolution

• Serve as the first point of contact for inbound calls, emails, and chat inquiries from branch staff, internal stakeholders, and external customers.
• Diagnose problems, provide clear, concise solutions, and ensure a seamless handoff when escalation is required.
• Maintain a high level of professionalism and empathy, building trust and rapport with every client interaction.

Product & Service Education

• Deliver engaging product walkthroughs, feature demos, and best‑practice guides that help clients maximize the value of brighthush’s solutions.
• Create and update knowledge‑base articles, FAQs, and troubleshooting guides to empower self‑service.
• Conduct training sessions for new clients and internal teams on product updates and new features.

Technical Troubleshooting

• Perform basic diagnostics on Windows 11, Citrix, Good for Enterprise, and Active Directory environments.
• Resolve connectivity, authentication, and performance issues while documenting root causes.
• Escalate complex technical problems to Tier 2/3 specialists with detailed, actionable information.

Hardware Support

• Assist users in troubleshooting peripheral devices such as monitors, speakers, keyboards, and mice.
• Coordinate with IT to schedule repairs or replacements when necessary.
• Track hardware inventory and report recurring issues to the hardware support team.

Documentation & Follow‑Up

• Log every interaction in our CRM (Zendesk, Salesforce, or similar) with meticulous detail, ensuring that all actions, outcomes, and next steps are captured for future reference.
• Close tickets with follow‑up emails or calls to confirm resolution and gather feedback.
• Maintain accurate records of recurring issues to support trend analysis and process improvement.

Process Improvement

• Identify recurring pain points, propose solutions, and collaborate with product managers and engineering to streamline support workflows.
• Contribute to the development of SOPs, playbooks, and knowledge‑base content.
• Participate in post‑incident reviews and root‑cause analysis sessions.

Adaptability & Prioritization

• Thrive in a fast‑paced environment, juggling multiple tickets, shifting priorities, and evolving client needs while maintaining professionalism and empathy.
• Use time‑management tools and techniques to prioritize tasks effectively.
• Adapt quickly to new product releases, updates, and support tools.

Team Collaboration

• Partner with the Client Services squad, technical specialists, and product owners to deliver a unified, high‑quality support experience.
• Participate in cross‑functional meetings, sprint planning, and retrospectives.
• Share insights and best practices with peers to elevate the overall support function.

Essential Qualifications

• High School Diploma or equivalent; college coursework or a bachelor’s degree is a plus.
• 1–2 years of call‑center or customer‑service experience, preferably in a technology‑focused setting.
• Proficiency with Microsoft Office Suite, especially Outlook, and strong Windows 11 navigation skills.
• Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear, concise manner.
• Strong organizational skills, meticulous attention to detail, and a commitment to accuracy.
• Demonstrated problem‑solving and analytical abilities, with a proactive approach to troubleshooting.
• Professionalism and empathy in all client interactions, with a proven track record of building rapport and maintaining client trust.
• Ability to prioritize tasks effectively and adapt to changing business needs.

Preferred Qualifications

• Experience in banking, financial services, or wealth management environments.
• Familiarity with Citrix, Good for Enterprise, and Active Directory.
• Knowledge of Microsoft Office and Outlook troubleshooting techniques.
• Experience troubleshooting hardware issues such as monitors, speakers, keyboards, and mice.
• Previous exposure to client‑facing roles within a remote or hybrid setting.
• Certifications such as ITIL Foundation, Microsoft Certified: Modern Desktop Administrator Associate, or similar.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and ensuring a positive client experience.
• Technical Aptitude: Comfortable learning new software tools and troubleshooting technical issues quickly.
• Communication: Clear, concise, and professional communication across multiple channels (phone, email, chat).
• Time Management: Ability to handle high call volumes while maintaining quality and accuracy.
• Collaboration: Team player who works effectively with cross‑functional teams to resolve complex issues.
• Continuous Learning: Eagerness to stay updated on industry trends, product updates, and emerging technologies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Success & Technical Support Specialist, you will:

• Gain exposure to cutting‑edge financial technology solutions and industry best practices.
• Participate in ongoing training programs covering product knowledge, technical troubleshooting, and soft‑skill development.
• Earn certifications in Microsoft Office, Windows 11, and other relevant technologies.
• Progress into specialized roles such as Technical Support Specialist, Client Success Manager, or Product Implementation Consultant.
• Benefit from mentorship programs and leadership development initiatives designed to accelerate career growth.
• Attend quarterly innovation workshops where you can propose new ideas and solutions that shape the future of our support function.

Work Environment & Company Culture

brighthush’s remote work model empowers you to balance professional responsibilities with personal commitments. Our culture is built on:

• Inclusivity: A diverse workforce that values different perspectives and backgrounds.
• Collaboration: Regular virtual team meetings, knowledge‑sharing sessions, and cross‑departmental projects.
• Innovation: A commitment to continuous improvement, encouraging employees to propose new ideas and solutions.
• Well‑being: Resources for mental and physical health, including virtual fitness classes, counseling services, and flexible scheduling.
• Recognition: A robust recognition program that celebrates achievements and milestones.
• Flexibility: Flexible work hours, a home‑office stipend, and a results‑oriented performance model.

Compensation & Benefits

We offer a competitive hourly rate of $18.50 per hour, along with a comprehensive benefits package that includes:

• Medical, Dental, Vision, and Life Insurance
• Paid holidays, paid time off, and paid parental leave
• 401(k) plan with company match contributions
• Long‑term and short‑term disability coverage
• Employee Stock Purchase Plan (ESPP)
• Annual discretionary incentive program based on performance and company results
• Home‑office stipend and equipment allowance
• Access to online learning platforms and professional development courses

All benefits are subject to eligibility requirements and applicable terms and conditions.

Eligibility & Application Process

brighthush will only consider applicants who are legally authorized to work in the United States without requiring sponsorship now or in the future. Applications will be accepted until September 23rd, 2026.

The application process includes:

• Submitting a resume and cover letter that highlights relevant experience and achievements.
• Completing an online assessment to evaluate technical and customer‑service skills.
• Participating in a phone screen with our hiring manager.
• Completing a live technical scenario with a senior support engineer.
• Receiving a final offer contingent on reference checks and background verification.

Ready to Make an Impact?

Join a team that values innovation, customer focus, and professional growth. If you’re passionate about delivering world‑class support to the financial services sector and thrive in a fast‑paced, remote environment, we want to hear from you.

Click the link below to apply and become part of brighthush’s mission to redefine digital banking.