Senior Customer Support Executive – Thailand – Brighthush FinTech Support Specialist

Introduction

Brighthush is a trailblazing fintech powerhouse that redefines the way people trade and manage their finances. With over 40 million trades processed daily and a global footprint spanning 13 countries, we blend cutting‑edge technology, customer‑centric values, and a culture of continuous learning to empower more than 1 million clients worldwide. As we expand our Southeast Asian presence, we’re looking for a dedicated Customer Support Executive to join our Thailand team and help us deliver world‑class service to our diverse client base.

Why This Role Matters

In the fast‑paced world of digital finance, the customer experience is the single most powerful differentiator. Your role as a Customer Support Executive will be the frontline of that experience, ensuring every client interaction—whether live chat, email, or phone—is handled with precision, empathy, and speed. You’ll be the bridge that turns a potential issue into a lasting relationship, directly influencing our brand reputation and client retention.

Key Responsibilities

• Client Interaction & Issue Resolution: Handle inbound queries across live chat, email, and phone, using the CRM to log every interaction with meticulous attention to detail.
• Escalation Management: Identify complex issues and route them to the appropriate specialist via Salesforce or Jira, ensuring a seamless hand‑off and timely resolution.
• Document Verification: Review and verify client documents on an hourly basis, maintaining compliance with regulatory standards.
• Reporting & Analytics: Prepare, interpret, and present reports on ticket volume, resolution times, and client satisfaction metrics to support continuous improvement.
• Knowledge Acquisition: Attend company seminars, training sessions, and internal workshops to deepen your understanding of Brighthush’s products, policies, and business functions.
• Performance Excellence: Meet or exceed quarterly KPI targets set by the Customer Support Manager, including first‑response time, resolution rate, and CSAT scores.
• Ad‑hoc Projects: Collaborate on special initiatives, process improvements, or cross‑functional projects as directed by leadership.

Essential Qualifications

• Minimum 1 year of experience in a customer‑service or client‑facing role.
• Fluent communication skills in English (both written and spoken).
• Native proficiency in Thai.
• Strong troubleshooting aptitude and the ability to multitask under pressure.
• Customer‑first mindset with a passion for delivering exceptional service.
• Minimum Bachelor’s degree in Business Administration, Finance, or a related field.
• Self‑motivated, reliable, and proactive in a remote work environment.

Preferred Qualifications

• Experience with CRM platforms (e.g., Salesforce), ticketing systems, or project management tools (e.g., Jira).
• Background in fintech, banking, or financial services.
• Knowledge of regulatory compliance and KYC/AML processes.
• Previous experience working in a multicultural, fast‑moving team.

Skills & Competencies

• Communication: Clear, concise, and empathetic in all client interactions.
• Analytical Thinking: Ability to dissect problems, identify root causes, and propose effective solutions.
• Technical Proficiency: Comfortable navigating multiple software platforms and learning new tools quickly.
• Time Management: Prioritize tasks efficiently while maintaining high quality.
• Team Collaboration: Work seamlessly with cross‑functional teams, sharing insights and best practices.

Career Growth & Learning Opportunities

At Brighthush, we believe that your professional development should evolve alongside your career. As a Customer Support Executive, you’ll have access to:

• Structured mentorship programs with senior leaders.
• Regular skill‑building workshops covering product knowledge, advanced troubleshooting, and soft‑skill enhancement.
• Clear career pathways into specialist support roles, product management, or operations leadership.
• Annual learning stipend for external courses, certifications, or industry conferences.