About brighthush

brighthush is redefining the way modern businesses manage money. By weaving advanced automation, real‑time risk monitoring, and intelligent spend categorization directly into every dollar a company spends, we empower finance teams to focus on strategy rather than paperwork. Our platform powers over 70,000 companies worldwide, handling more than $200 B in annualized spend. The result? Customers save an average of 5 % on costs and grow revenue by 16 % in their first year—outperforming firms that don’t use our technology.

At brighthush, we’re not just building software; we’re building a culture of ownership, curiosity, and relentless improvement. Every team member is a builder who owns problems end‑to‑end and makes consequential decisions that shape the outcome. If you thrive in a high‑stakes, data‑dense environment and want to see the direct impact of your work on billions of dollars, brighthush is the place for you.

Why a Customer Experience Associate at brighthush?

Unlike traditional call‑center roles, this position offers:

• Cross‑functional exposure from day one – collaborate with Product, Engineering, Risk, and Partnerships to solve complex, real‑world problems.
• AI‑first mindset – use proprietary tools like Glass and industry‑leading AI assistants (Claude, Notion AI) to research, troubleshoot, and innovate.
• Ownership and autonomy – take full responsibility for escalations, drive process improvements, and build automations that elevate the entire team.
• Career growth you control – grow within Customer Experience, transition to Product or Engineering, or carve out a new path that doesn’t yet exist.
• Culture that feels like a team, not a queue – enjoy team events, in‑person off‑sites, and a genuine commitment to building a community people want to be part of.

Key Responsibilities

As a Customer Experience Associate, you will be the frontline voice of brighthush, ensuring our customers’ operations run smoothly and their data remains trustworthy.

• Customer Engagement – handle live calls, email, and chat with a focus on clarity, empathy, and precision. Explain complex financial concepts in plain language to CFOs, finance managers, and end users.
• Product Diagnosis – troubleshoot across our entire ecosystem: payments, corporate cards, travel, accounting integrations, and more. Understand how APIs, bank links, and accounting software interconnect.
• Escalation Ownership – manage tickets end‑to‑end. Route issues to the correct internal team (Risk, Engineering, Product, Partnerships), follow up, and ensure timely resolution.
• AI Tool Builder – not just use AI, but shape it. Provide feedback on Glass, Claude, and other tools, and help evolve their capabilities to better serve customers.
• Process Improvement Champion – identify gaps in SOPs, knowledge base, and tooling. Own the initiative to build or refine solutions, leveraging AI and automation to reduce friction.
• Data‑Driven Decision Making – track CSAT, QA, and speed‑of‑service metrics. Use insights to drive continuous improvement and share learnings with the broader team.

Essential Qualifications

• Recent university graduate (or equivalent experience) with a passion for finance, technology, or customer success.
• Proven systems thinker: you ask “why” and design solutions that prevent recurrence.
• Hands‑on experience with AI tools (Claude, Notion AI, research and workflow tools). Demonstrate how you’ve used them to accomplish real work.
• Strong communication skills – able to explain a payment reconciliation issue to a CFO without jargon.
• Comfortable on the phone and in written communication; able to handle high‑volume, high‑stakes interactions.
• Track record of exceeding performance metrics such as CSAT, QA scores, and response times.
• Ability to juggle multiple priorities across cross‑functional teams without letting any issue slip through the cracks.

Nice to Have

• Experience building AI‑driven workflows or automations 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).
• Experience in a fast‑moving product environment where Customer Experience had to keep pace with rapid releases.

What We Offer

At brighthush, we believe in rewarding talent with a comprehensive package that supports your well‑being, growth, and future.

• Competitive Salary – $60,000‑$70,000 annually, depending on location (NYC/SF: $65,000‑$70,000; other locations: $60,000‑$65,000).
• Unlimited Paid Time Off (PTO) – take the time you need to recharge.
• Health & Wellness Stipend – support for gym memberships, wellness apps, and more.
• Technology Allowance – centralized home‑office equipment ordering and a stipend for remote work.
• Retirement & Financial Planning – 401(k) with employer match (U.S.); RRSP + DPSP match (Canada); pension plan (UK).
• Parental & Family Support – up to 16 weeks of paid parental leave (U.S. & Canada) and pet insurance.
• Professional Development – access to courses, conferences, and internal knowledge sharing.
• Community & Culture – weekly coffee stipend, in‑office snacks, team events, and off‑sites.
• Relocation Assistance – coverage for moves to NYC or SF if needed.

Work Schedule & Expectations

Customer Experience Associates work a 40‑hour week, scheduled through a bid process. Shifts span 7:00 AM‑11:00 PM ET and typically include a weekend day (Sun‑Thu or Tue‑Sat). You will also cover 2‑3 company holidays per year on a rotating basis. Our customers operate on strict financial deadlines, so flexibility and reliability are essential.

How to Apply

Ready to join a team that values ownership, curiosity, and the power of AI? Submit your application through our careers portal or click the link below. If you’re being referred, please let the referrer know you’ve applied on their behalf.

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