Customer Support Specialist

What we do: 

Brightwell is a pioneering payments company dedicated to providing innovative solutions and technology for global money transfers while navigating the intricate landscape of regulatory requirements. Through strategic partnerships and technological advancements, Brightwell facilitates cross-border payments, offering a range of options including bank transfers, mobile wallets, and cash transactions. With a focus on unparalleled fraud detection and transaction monitoring supported by a team of global payment experts, Brightwell empowers businesses and individuals to seamlessly manage and move money worldwide. 

Who we need: 

We’re searching for a Customer Support Specialist to join our crew. You will be the primary contact for users across the full suite of Brightwell’s payments products. As a Customer Support Specialist, you will report to the Manager of Support and will work to investigate and resolve all end-user concerns and issues at first contact or quickly determine issues that require escalation. We are a growing and energetic team building toward best-in-class, human-centered, customer service and looking for a like-minded individual to join us.

What you’ll do: 

• Take responsibility for the resolution of customer needs via email and phone communication. 
• Serve as an escalation point and liaison between cardholders and the Manager of Customer Support for the product, production, and other miscellaneous issues. 
• Maintain a list of current issues/enhancements until resolution; participate in as-needed status meetings with clients and stakeholders.
• Monitor the outstanding support issues for the card issuing bank, ensuring timeliness and accuracy. 
• Analyze outstanding issues and trends to troubleshoot problems and avoid the recurrence of these. 
• Inform the Manager of Customer Support of all issues that fit into an already defined escalation template and monitor the progress of each issue through to completion. 
• Support day-to-day cardholder maintenance and requests. 
• Take on additional tasks and projects, as assigned. 
   

As a Customer Support Specialist, you have: 

• Mastery of the English language, both spoken and written. All communication will be in English. 
• Proficiency in Microsoft Office (including PowerPoint and Outlook). 
• Excellent analytical problem-solving skills. 
• Excellent written and spoken communication in English. 
• High level of attention to detail. 
• Outstanding customer service skills. 
   

We’ll give you extra credit for: 

• Visa and/or MasterCard regulation knowledge 
• Banking or financial services experience 
• Knowledge of international wire transfers 
• Debit, credit, or prepaid card experience 
• Experience supporting user-facing software 
• Experience working with ZenDesk 

Brightwell is an equal opportunity employer (EOE) committed to employing a diverse workforce and sustaining an inclusive culture.