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Senior Customer Success & Technical Support Specialist – Client Relations, Troubleshooting & Continuous Improvement – Remote, Full‑Time, Tunisia – Propel Your Career with brighthush’s Innovative FinTech Platform **Job Description** ```html

Welcome to brighthush – Where Innovation Meets Impact

At brighthush, we’re redefining how financial institutions, regulators, and tax authorities navigate the ever‑evolving regulatory landscape. Our cloud‑native, analytics‑driven platform delivers real‑time insights that empower our partners to stay compliant, reduce risk, and unlock new value. We’re not just a FinTech company; we’re a catalyst for change in the global financial ecosystem. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where curiosity, data‑driven decision making, and a customer‑centric mindset are the cornerstones of everything we do.

Why brighthush is the Place to Grow Your Career

We believe that the best ideas come from diverse, curious minds working together. That’s why we’ve built a culture that celebrates creativity, data‑driven decision making, and a customer‑centric mindset. Here’s what you can expect when you join our remote team in Tunisia:

• Flexible Remote Work: Work from anywhere in Tunisia with a schedule that respects your life outside of work.
• Competitive Compensation: A salary package that aligns with industry standards, plus performance bonuses.
• Comprehensive Benefits: Health and dental insurance, wellness stipends, generous paid time off, and parental leave.
• Learning & Development: Access to a curated library of courses, certifications, and mentorship programs.
• Diverse & Inclusive Culture: A workforce that reflects a wide range of backgrounds, perspectives, and experiences.

Role Overview

As a Senior Customer Success & Technical Support Specialist, you’ll be the first line of communication between our clients and the brighthush platform. You’ll play a pivotal role in ensuring that our partners receive timely, accurate, and empathetic support, while also contributing to the continuous improvement of our product and processes. This role blends client advocacy, technical troubleshooting, and strategic insight to elevate the overall customer experience.

Key Responsibilities

• Client Interaction: Respond to support tickets, emails, and live chat inquiries with professionalism and clarity, ensuring every client feels heard and valued.
• Technical Troubleshooting: Diagnose and resolve platform‑related issues, escalating complex problems to engineering when necessary, and documenting root causes for future reference.
• Knowledge Base Management: Create, update, and maintain documentation, FAQs, and knowledge articles to empower clients and reduce ticket volume.
• Data Accuracy: Verify client data, transaction logs, and compliance reports to ensure integrity and compliance with regulatory standards.
• Feedback Loop: Capture client feedback and collaborate with product teams to prioritize feature enhancements and bug fixes.
• Performance Metrics: Track and report on key performance indicators such as response time, resolution rate, and customer satisfaction scores.
• Team Collaboration: Participate in daily stand‑ups, sprint planning, and cross‑functional meetings to align on priorities and share insights.
• Continuous Learning: Stay up‑to‑date with industry regulations, product updates, and emerging technologies that impact our clients.
• Mentorship & Coaching: Guide junior support staff, share best practices, and foster a culture of knowledge sharing.
• Process Improvement: Identify bottlenecks in support workflows and propose actionable solutions to enhance efficiency.

Essential Qualifications

• Bachelor’s degree in Business, Finance, Computer Science, or a related field.
• 1–2 years of experience in customer support, technical support, or a client‑facing role.
• Strong written and verbal communication skills in English (additional languages are a plus).
• Basic understanding of financial services, regulatory compliance, or data analytics.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and collaboration tools (e.g., Slack, Microsoft Teams).
• Problem‑solving mindset with the ability to troubleshoot technical issues and think critically.
• High level of organization, attention to detail, and the ability to manage multiple priorities simultaneously.

Preferred Qualifications

• Experience working in a FinTech or SaaS environment.
• Knowledge of regulatory frameworks such as AML, KYC, GDPR, or local Tunisian financial regulations.
• Familiarity with cloud platforms (AWS, Azure, GCP) and basic SQL or data querying skills.
• Previous exposure to customer success or account management roles.
• Certification in customer service excellence or technical support (e.g., ITIL, CompTIA).

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting client relationships.
• Technical Aptitude: Comfortable navigating complex software, troubleshooting issues, and learning new tools quickly.
• Analytical Thinking: Ability to interpret data, identify trends, and propose actionable improvements.
• Collaboration & Teamwork: Work effectively with cross‑functional teams, sharing insights and supporting collective success.
• Adaptability: Thrive in a fast‑moving, remote environment where priorities can shift rapidly.
• Time Management: Prioritize tasks, meet deadlines, and maintain high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. As a Senior Customer Success & Technical Support Specialist, you’ll have access to:

• Mentorship from senior support engineers and product managers.
• Structured onboarding that covers our platform, industry context, and internal processes.
• Regular skill‑building workshops on topics such as advanced troubleshooting, data analytics, and regulatory compliance.
• Clear career pathways to roles such as Senior Support Specialist, Technical Support Engineer, Product Analyst, or Customer Success Manager.
• Opportunities to contribute to product roadmaps, process improvements, and client‑facing initiatives.
• Annual learning stipend to attend conferences, webinars, or industry events.

Work Environment & Company Culture

Our remote, distributed team is built on trust, transparency, and a shared commitment to excellence. You’ll experience:

• Weekly virtual coffee chats and team‑building activities to foster camaraderie.
• Open‑door communication channels where ideas are welcomed and valued.
• A culture that encourages experimentation, learning from failure, and celebrating successes.
• Commitment to work‑life balance, with flexible hours and a results‑oriented approach.
• Inclusive policies that support employees of all backgrounds, identities, and life stages.
• Access to a digital collaboration hub that keeps everyone connected regardless of location.

Compensation, Perks & Benefits

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

• Base salary aligned with industry benchmarks for entry‑level support roles in Tunisia.
• Performance‑based bonuses tied to individual and team metrics.
• Health and dental insurance coverage for you and your dependents.
• Wellness stipend to support physical and mental health initiatives.
• Generous paid time off, including vacation, sick leave, and parental leave.
• Professional development budget for courses, certifications, and conferences.
• Flexible remote work policy with the option to work from any location within Tunisia.
• Monthly team‑building stipend for virtual or in‑person gatherings.

Ready to Join the brighthush Revolution?

If you’re passionate about delivering world‑class customer support, eager to dive into the FinTech space, and ready to grow in a culture that values innovation and collaboration, we want to hear from you. Apply today and become a vital part of the team that’s shaping the future of financial compliance.

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