About brighthush and the Digital Payments Landscape

brighthush stands at the forefront of the cash‑management revolution, turning traditional cash‑in‑transit operations into agile, cloud‑native solutions that empower businesses worldwide. In an era where digital payments are reshaping the financial services sector, our SaaS platform delivers real‑time visibility, automated reconciliation, and secure cash handling that keep cash businesses competitive and compliant. We bridge the gap between legacy cash operations and modern fintech, enabling our clients to focus on growth while we manage the complexity.

Our mission is simple yet ambitious: to make cash processing safer, faster, and more transparent for every stakeholder—from small retailers to multinational corporations. By combining cutting‑edge technology with deep industry expertise, we help our partners reduce operational risk, cut costs, and unlock new revenue streams.

Why Join brighthush?

As a global technology enabler, brighthush offers a dynamic, inclusive, and forward‑thinking work environment. Our culture is built on collaboration, continuous learning, and a shared commitment to customer success. Whether you’re a seasoned professional or an emerging talent, you’ll find:

• Access to cutting‑edge tools and technologies that shape the future of cash management.
• Mentorship from industry veterans and opportunities to lead cross‑functional initiatives.
• A flexible remote work model that supports work‑life balance.
• Competitive compensation, comprehensive benefits, and a performance‑based bonus structure.
• Regular hackathons, knowledge‑sharing sessions, and a vibrant internal community.

Position Overview

We are looking for a Seasoned Bilingual Technical Customer Support Specialist – English & Spanish – Remote, Full‑Time to join our support team for a leading IT Financial Services SaaS client based in Australia. This role is pivotal in ensuring that our clients receive world‑class support, from initial onboarding to ongoing optimization of their cash processing workflows.

Key Responsibilities

• Client Onboarding & Training: Lead the end‑to‑end onboarding process for new clients, delivering comprehensive training on platform features, best practices, and integration workflows.
• Technical Troubleshooting: Diagnose, resolve, and document complex technical issues across the SaaS stack, ensuring minimal downtime and maximum client satisfaction.
• Proactive Support & Optimization: Conduct regular health checks, identify performance bottlenecks, and recommend process improvements to enhance operational efficiency.
• Feature Validation: Collaborate with product and development teams to test and validate new releases, providing actionable feedback from a customer perspective.
• Cross‑Functional Collaboration: Work closely with engineering, product, and sales teams to refine user experience, prioritize feature requests, and drive continuous improvement.
• Documentation & Knowledge Base: Create and maintain clear, concise knowledge base articles, FAQs, and troubleshooting guides in both English and Spanish.
• Customer Advocacy: Serve as the voice of the customer within brighthush, championing user needs and ensuring that solutions align with business objectives.

Your Day‑to‑Day

Every day you’ll be at the intersection of technology and customer experience. You’ll start your morning by reviewing the ticket queue, prioritizing high‑impact issues, and collaborating with the engineering squad to troubleshoot. Mid‑day, you’ll host a live training session for a new client, walking them through the dashboard and answering real‑time questions. In the afternoon, you’ll analyze system logs, identify recurring patterns, and propose enhancements to the product roadmap. Your work will directly influence the satisfaction scores of our most critical accounts.

Success Metrics

• First‑time resolution rate above 90%.
• Customer satisfaction score (CSAT) consistently above 4.5/5.
• Reduction in average ticket turnaround time by 20% within the first six months.
• Contribution to at least three product improvements per quarter.

Tools & Tech Stack

As a technical support specialist, you’ll work with a suite of modern tools:

• Ticketing & CRM: Zendesk, ServiceNow, and Salesforce.
• Monitoring & Analytics: Datadog, New Relic, and Grafana.
• API testing and integration tools such as Postman and Swagger.
• Version control and collaboration via GitHub and Confluence.
• Remote desktop and session recording tools for live support.

Essential Qualifications

• Minimum 3 years of experience in technical support or customer success within the cash processing or cash‑in‑transit industry.
• Fluency in both English and Spanish (written and spoken) with a proven ability to communicate complex technical concepts to non‑technical stakeholders.
• Strong analytical and problem‑solving skills, with a track record of resolving high‑impact issues under tight deadlines.
• Experience with SaaS platforms, cloud services, and API integrations.
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote environment.
• Excellent interpersonal skills and a customer‑centric mindset.

Preferred Qualifications

• Background in financial technology, fintech, or payment processing.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) and CRM platforms.
• Knowledge of regulatory compliance standards such as PCI‑DSS, AML, and KYC.
• Prior exposure to the Australian market or experience working with international clients.
• Technical certifications (e.g., CompTIA A+, Microsoft Certified Solutions Associate).

Skills & Competencies

• Technical Proficiency: Troubleshooting, debugging, and root‑cause analysis.
• Communication: Clear, concise, and empathetic communication in both languages.
• Project Management: Ability to manage multiple tickets, prioritize tasks, and meet SLAs.
• Collaboration: Strong teamwork skills and the ability to influence cross‑functional stakeholders.
• Adaptability: Thrive in a fast‑paced, evolving environment with frequent changes in priorities.
• Continuous Learning: Proactive pursuit of new knowledge, tools, and industry trends.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Technical Customer Support Specialist, you will have the opportunity to:

• Progress to a Senior Support Engineer or Technical Account Manager role.
• Lead product improvement initiatives and influence roadmap decisions.
• Participate in leadership development programs and mentorship circles.
• Attend industry conferences, webinars, and training workshops.
• Earn certifications and advanced training in cloud technologies, cybersecurity, and fintech.

Work Environment & Culture

brighthush champions a culture of transparency, respect, and innovation. Our remote teams collaborate through daily stand‑ups, weekly knowledge‑sharing sessions, and an open communication platform. We celebrate diversity, encourage creative problem‑solving, and reward initiative. Whether you’re a seasoned professional or a recent graduate, you’ll find a supportive community that values your contributions.

Diversity & Inclusion

We are committed to building a workforce that reflects the communities we serve. brighthush actively promotes an inclusive environment where every voice is heard, and every individual can thrive. We provide unconscious bias training, employee resource groups, and flexible policies that support work‑life balance for all team members.

Sustainability & Social Impact

Our solutions help businesses reduce the environmental footprint of cash handling by minimizing physical cash movement and promoting digital transactions. Additionally, brighthush partners with local charities and participates in community outreach programs to give back to the regions where our clients operate.

Compensation & Benefits

Competitive base salary ranging from $70,000 to $85,000 AUD (depending on experience), complemented by:

• Three weeks of paid vacation annually.
• Statutory holidays and paid sick days.
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Performance‑based bonus structure.
• Flexible work hours and fully remote setup.
• Annual professional development stipend.
• Access to a company‑wide learning platform with courses in cloud, security, and product management.

How to Apply

Ready to bring your bilingual technical support expertise to a forward‑thinking organization? Click the link below to submit your application and join brighthush’s mission to revolutionize cash processing worldwide.