Application Guide
How to Apply for Customer Support Manager
at Brighte
🏢 About Brighte
Brighte is a unique fintech company focused exclusively on making sustainable home energy accessible through 0% interest payment plans for solar and battery installations. Unlike traditional lenders, they combine financial services with environmental impact, creating a mission-driven workplace focused on both customer financial wellbeing and climate action. Working at Brighte offers the chance to be part of Australia's clean energy transition while operating in a regulated financial services environment.
About This Role
This Customer Support Manager role at Brighte involves leading a distributed contact center team across Australia and the Philippines while optimizing Zendesk with automation and AI to improve efficiency. The position is crucial because it directly impacts customer experience for homeowners investing in solar energy—often during financial vulnerability—while ensuring compliance in a regulated lending environment. Success means balancing service targets, team development, and operational excellence across time zones.
💡 A Day in the Life
A typical day might start with reviewing overnight performance dashboards from the Philippines team, then leading a standup with Australian agents to address emerging customer issues. Midday could involve analyzing Zendesk automation effectiveness and planning roster adjustments for weekend coverage, followed by one-on-ones with team leads to discuss quality monitoring results and customer vulnerability cases. The day would likely end with updating forecasting models and preparing compliance reports for financial regulations.
🚀 Application Tools
🎯 Who Brighte Is Looking For
- Has 5+ years leading customer support in regulated financial services or lending environments, with proven experience managing KPIs like CSAT, NPS, and SLAs.
- Possesses hands-on Zendesk expertise including automation workflows, AI implementation, dashboard creation, and platform optimization for efficiency gains.
- Has successfully managed geographically distributed teams, particularly with Philippines-based staff, and understands cross-cultural leadership challenges.
- Demonstrates experience developing frameworks for vulnerable customer support and financial hardship assistance within compliance requirements.
📝 Tips for Applying to Brighte
Quantify your contact center achievements using specific metrics (e.g., 'improved first contact resolution by 15%' or 'reduced handle time by 20%') rather than generic responsibilities.
Highlight any experience with solar, energy, or sustainability companies to show alignment with Brighte's mission of powering energy-efficient homes.
Explicitly mention your Zendesk technical skills—specifically automation, AI features, and dashboard building—since this is a core responsibility.
Provide examples of how you've supported vulnerable customers or financial hardship cases, as this is specifically mentioned in the job description.
If you have Philippines team management experience, emphasize this prominently as it's 'highly regarded' by Brighte.
✉️ What to Emphasize in Your Cover Letter
["Demonstrate understanding of Brighte's dual mission: providing accessible financing while promoting sustainable energy solutions.", 'Provide concrete examples of optimizing customer support platforms (especially Zendesk) to improve efficiency and agent productivity.', 'Share specific experiences managing distributed teams across time zones, particularly any Philippines collaboration.', 'Highlight your approach to maintaining compliance while supporting customers experiencing financial vulnerability.']
Generate Cover Letter →🔍 Research Before Applying
To stand out, make sure you've researched:
- → Brighte's specific solar and battery financing products and how they differ from traditional loans.
- → Recent Clean Energy Council reports or Australian renewable energy policies that might impact Brighte's business.
- → Brighte's customer demographics and any public statements about their approach to vulnerable customers.
- → Zendesk's latest AI and automation features that could be relevant to this role.
💬 Prepare for These Interview Topics
Based on this role, you may be asked about:
⚠️ Common Mistakes to Avoid
- Applying with only generic retail or e-commerce customer service experience without regulated financial services background.
- Failing to demonstrate specific technical proficiency with Zendesk or similar platforms beyond basic ticket management.
- Presenting as purely metrics-driven without showing understanding of vulnerable customer support in financial contexts.
📅 Application Timeline
This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.
Typical hiring timeline:
Application Review
1-2 weeks
Initial Screening
Phone call or written assessment
Interviews
1-2 rounds, usually virtual
Offer
Congratulations!