About brighthush
brighthush is a trailblazer in the fintech arena, redefining how modern businesses manage their finances. By embedding intelligent infrastructure directly into the flow of every dollar, we empower more than 50,000 companies to automate payments, detect risk, categorize spend, and close their books with unprecedented speed and accuracy. Our platform processes over $100 B in annualized spend, delivering tangible savings and revenue growth for every customer. At brighthush, we believe that every ambitious company deserves the same edge, and we’re building the tools that make that possible.
We’re not just a fintech company; we’re a community of builders who own problems end‑to‑end and make consequential decisions that shape the future of finance. If you thrive in a high‑stakes, data‑dense environment and want to build systems that directly influence how companies move and manage billions, brighthush is the place for you.
Your Role & Responsibilities
As a Customer Experience Associate on the evening shift, you will be the frontline voice of brighthush’s support ecosystem. Your day will involve engaging with customers across live calls, email, and chat, diagnosing issues across a broad product surface that includes payments, cards, travel, accounting integrations, and more. You will operate with an ownership mindset, managing escalations end‑to‑end and ensuring that every ticket is resolved with the highest level of accountability.
Key Responsibilities
- Customer Advocacy: Serve as the primary point of contact for customers, providing clear, empathetic, and jargon‑free explanations of complex financial processes.
- Cross‑Product Diagnosis: Understand how brighthush’s diverse product suite—payments, cards, travel, accounting integrations—interacts, and identify where they break.
- Escalation Management: Own the full lifecycle of escalated tickets, routing them to risk, engineering, product, or partnership teams as needed, and following up until resolution.
- AI Tool Development: Build and refine AI‑powered research tools and proprietary solutions like Glass. Provide actionable feedback to shape the evolution of these tools.
- Process Improvement: Identify gaps in SOPs, knowledge base articles, or automation workflows. Own the initiative to design, test, and implement fixes that elevate the entire team’s performance.
- Data‑Driven Insight: Leverage analytics to track CSAT, QA, and speed‑of‑service metrics, and use insights to drive continuous improvement.
- Collaboration: Work closely with Product, Engineering, and GTM teams from day one, ensuring that customer feedback informs product roadmaps and that new features are supported effectively.
- Communication Excellence: Communicate complex technical concepts to non‑technical stakeholders, including CFOs and senior executives, with clarity and precision.
Essential Qualifications
- Systems Thinker: You don’t just solve the ticket in front of you—you ask why the problem exists and how to prevent it from happening again.
- AI Proficiency: You actively use AI tools such as Claude, Notion AI, and other research and workflow tools. You can demonstrate how you’ve applied them to deliver real work.
- Speed & Accuracy: You balance rapid response times with a high bar for execution, ensuring that every interaction is both swift and thorough.
- Technical Conversationalist: You can discuss APIs, bank integrations, and accounting software in detail, even if you’re not writing code.
- Multi‑Tasking Mastery: You manage competing priorities without dropping the ball—handling 15 open issues across four internal teams with nothing falling through the cracks.
- Clear Communicator: You write and speak concisely, explaining payment reconciliation issues to CFOs without jargon.
- Phone Proficiency: You’re comfortable on the phone, as many interactions begin with a live call.
- Performance‑Driven: You have a proven track record of exceeding CSAT, QA, and speed‑of‑service metrics.
Preferred Qualifications
- Experience building workflows or automations using AI tools, beyond simple prompting.
- Familiarity with accounting workflows (AP/AR, GL, reconciliation) or ERP integrations (NetSuite, QuickBooks, Sage).
- Background in payments infrastructure (ACH, wire transfers, card networks).
- Track record of working in a fast‑paced environment where CX had to keep up with rapid product shipping.
Skills & Competencies
- Strong analytical and problem‑solving skills.
- Exceptional written and verbal communication.
- High emotional intelligence and empathy for customers.
- Proficiency with Zendesk, Slack, and internal tooling.
- Adaptability to frequent product changes and evolving processes.
- Commitment to continuous learning and self‑improvement.
Career Growth & Learning Opportunities
At brighthush, your career path is yours to own. From day one, you’ll gain cross‑functional exposure to Product, Engineering, and GTM teams, giving you a holistic view of how customer feedback drives product evolution. You’ll have the chance to:
- Lead initiatives that shape the future of our AI‑powered CX tools.
- Transition into product, engineering, or operations roles based on your interests and strengths.
- Participate in internal mentorship programs and leadership workshops.
- Attend industry conferences and hackathons to stay ahead of fintech trends.
- Contribute to brighthush’s open‑source projects and community forums.
Work Environment & Company Culture
brighthush is not your typical call center. We foster a culture of collaboration, innovation, and genuine care for our teammates. Highlights include:
- Team events, in‑person offsites, and community‑building activities.
- Unlimited AI token usage and proprietary tools that empower you to work faster and smarter.
- Flexible PTO and a generous vacation policy that respects work‑life balance.
- Health and wellness stipends, pet insurance, and a 401(k) match.
- Transparent communication from leadership and a flat hierarchy that encourages idea sharing.
Compensation & Benefits
We offer a competitive salary range that reflects your experience and location:
- NYC or SF: $65,000 – $70,000 per year.
- All other locations: $60,000 – $65,000 per year.
All full‑time brighthush employees receive:
- Flexible PTO and unlimited vacation days.
- Unlimited AI token usage for personal and professional projects.
- Centralized home‑office equipment ordering.
- Health and wellness stipend.
- Weekly coffee stipend.
- Comprehensive medical, dental, and vision coverage (U.S. employees).
- One Medical annual membership.
- 401(k) with employer match.
- Fertility HRA (up to $10,000 per year).
- Parental leave: up to 16 weeks at 100% pay.
- Pet insurance.
- In‑office perks: lunch, snacks, drinks, and more.
- Relocation support for NYC or SF (as needed).
Schedule & Shift Details
Customer Experience Associates work a set 40‑hour week, scheduled through a bid process. Your shift will span 7:00 AM – 11:00 PM ET and likely include a weekend day (Sun‑Thu or Tue‑Sat). You will also cover 23 company holidays per year on a rotating basis. Our customers operate on strict financial deadlines that never pause, so flexibility and reliability are essential.
How to Apply
Ready to join a team that’s building the future of finance? Click the link below to submit your application and start your journey with brighthush.
Apply for this job