Senior Remote Customer Support Specialist – Wealth‑Tech Champion, Technical Support & Onboarding Lead, $60k‑$80k, Empowering Financial Advisors at brighthush

About brighthush

brighthush isn’t just a fintech startup; it’s a movement that is reshaping the way wealth professionals connect with clients, manage portfolios, and deliver measurable value. Our cloud‑native CRM platform marries intuitive design, advanced analytics, and enterprise‑grade security to give advisors the tools they need to scale, stay compliant, and keep the client at the center of everything they do. From boutique boutique firms to large institutional advisors, our global customer base trusts brighthush to power their day‑to‑day operations and strategic growth.

At brighthush, technology is an enabler, not a replacement. We believe the best solutions amplify the expertise of advisors, allowing them to focus on what matters most: building trust and delivering results. This philosophy permeates our product roadmap, our customer interactions, and our culture. We’re a fully remote, fast‑growing team that values collaboration, continuous learning, and a healthy work‑life balance. If you’re passionate about fintech, love solving real‑world problems, and thrive in a dynamic, remote environment, we want to hear from you.

Why Join brighthush?

• Impactful Work: Every ticket you resolve directly improves the experience of thousands of advisors and their clients.
• Remote‑First Culture: Work from anywhere in the United States with flexible hours that respect your personal commitments.
• Growth & Development: Access to internal training, mentorship programs, and the opportunity to transition into technical, product, or leadership roles.
• Competitive Compensation: Base salary of $60,000‑$80,000 plus performance bonuses.
• Comprehensive Benefits: Medical, dental, vision, 401(k) with company match, generous PTO, and more.
• Innovation at Scale: Work on cutting‑edge cloud technologies and data analytics that shape the future of wealth management.
• Inclusive Community: A diverse, global team that celebrates different perspectives and fosters belonging.
• Recognition & Rewards: Quarterly awards for outstanding customer impact and innovation.
• Work‑Life Harmony: Unlimited vacation policy, flexible scheduling, and a culture that respects personal time.
• Professional Growth: Structured career paths, internal mobility, and a clear roadmap for advancement.

Key Responsibilities

As a Senior Remote Customer Support Specialist at brighthush, you will be the first line of defense for our customers. Your role will involve:

• Responding to support tickets via email, chat, and phone, prioritizing issues based on urgency and impact.
• Diagnosing and resolving technical problems related to our SaaS platform, including integration, configuration, and performance.
• Conducting onboarding sessions for new advisors, guiding them through account setup, data migration, and best practices.
• Facilitating live troubleshooting via video or screen‑sharing tools, ensuring a smooth and reassuring experience.
• Maintaining and expanding our internal knowledge base and FAQ database to empower both customers and teammates.
• Collaborating with Product, Engineering, and Sales teams to relay customer feedback and help shape future product enhancements.
• Tracking metrics such as response time, resolution rate, and customer satisfaction scores to continuously improve support quality.
• Mentoring junior support staff and sharing best practices to elevate the overall support team performance.
• Participating in quarterly support reviews and contributing to the creation of playbooks for complex issue resolution.
• Proactively identifying recurring issues and proposing process improvements to reduce ticket volume.
• Ensuring compliance with data privacy regulations and internal security protocols during all support interactions.
• Representing brighthush at industry events, webinars, and user groups to gather insights and promote our solutions.

Essential Qualifications

• Minimum of 2 years of experience in a technical customer support role, preferably within SaaS or fintech.
• Strong understanding of cloud services (AWS, Azure, GCP), operating systems (Windows, macOS, Linux), and common web browsers.
• Excellent verbal and written communication skills in English.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and remote collaboration tools (Zoom, Teams, Slack).
• Ability to work independently, manage time effectively, and handle multiple concurrent support cases.
• Current authorization to work in the United States without sponsorship.
• Demonstrated ability to translate technical jargon into clear, actionable guidance for non‑technical users.
• Experience with data migration tools and processes, such as CSV imports, API integrations, and bulk data operations.

Preferred Qualifications

• Experience with CRM platforms or financial advisory software.
• Basic scripting or automation knowledge (e.g., PowerShell, Bash, Python) to streamline troubleshooting.
• Previous exposure to customer success or account management roles.
• Certifications such as AWS Certified Cloud Practitioner or Microsoft Certified: Azure Fundamentals.
• Familiarity with financial regulations (e.g., SEC, FINRA) and data privacy standards (e.g., GDPR, CCPA).
• Experience leading or contributing to support playbooks, knowledge base articles, or training materials.

Skills & Competencies

• Technical Aptitude: Quick learner who can navigate complex systems and troubleshoot effectively.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers succeed.
• Problem‑Solving: Analytical thinking to diagnose root causes and propose actionable solutions.
• Communication: Clear, concise, and friendly communication across multiple channels.
• Collaboration: Ability to work cross‑functionally with engineering, product, and sales teams.
• Adaptability: Comfortable with rapid change and evolving product features.
• Project Management: Ability to manage multiple tasks, set priorities, and meet deadlines.
• Data‑Driven Decision Making: Comfortable analyzing metrics and using data to drive improvements.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Senior Remote Customer Support Specialist, you’ll have the chance to:

• Progress into senior support roles, team lead, or technical specialist positions.
• Transition into product management, quality assurance, or engineering roles by leveraging your deep product knowledge.
• Participate in our internal “Tech Academy,” offering courses on cloud architecture, data analytics, and advanced troubleshooting.
• Attend industry conferences, webinars, and workshops at no cost.
• Receive mentorship from senior leaders who champion your growth.
• Contribute to the creation of support playbooks that become the standard for the entire organization.
• Lead cross‑functional projects that influence product direction and customer experience.
• Earn certifications and credentials that enhance your marketability and expertise.

Work Environment & Culture

brighthush’s remote culture is built on trust, transparency, and collaboration. We celebrate diversity, encourage open dialogue, and prioritize mental well‑being. Our virtual “watercooler” sessions, monthly town halls, and quarterly hackathons keep the team connected and energized. We believe that a supportive environment fuels creativity, so we invest in regular check‑ins, peer learning circles, and a culture of recognition that celebrates both individual and team achievements.

Our remote-first approach means you can work from anywhere in the United States, with flexible hours that respect your personal commitments. We provide the tools and resources you need to succeed, including a robust home‑office stipend, high‑speed internet allowance, and access to a suite of productivity and collaboration tools.

Compensation & Benefits

• Base Salary: $60,000‑$80,000 per year, commensurate with experience.
• Performance Bonus: Quarterly bonuses tied to team and individual metrics.
• Health & Wellness: Comprehensive medical, dental, and vision plans with a generous employee contribution.
• Retirement: 401(k) plan with company match up to 4%.
• Paid Time Off: Unlimited vacation policy, plus sick days and holidays.
• Remote Work Stipend: Monthly allowance for home office equipment and high‑speed internet.
• Professional Development: Annual budget for courses, certifications, and conferences.
• Well‑Being: Access to mental health resources, meditation apps, and wellness stipends.
• Employee Recognition: Quarterly awards for outstanding customer impact and innovation.
• Technology Allowance: Reimbursement for the latest hardware and software to support remote work.

How to Apply

Ready to make a difference in the world of wealth technology? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re excited to learn how your skills and passion align with our mission.