Senior Team Lead - Customer Success

We are Bright :

Bright is a consumer fintech that helps Americans get out of debt, with the power of data science and machine learning. It is a mobile app that combines all the tools and tech needed to manage and get rid of debt.

Bright's tools include credit score building, automated debt paydown plans, financial planning, budget planning tools, and refinance loans. It works with credit cards, student loans and car loans.

Bright has had 6x growth in the last year, with 300,000 users, and more than 100,000 ratings and reviews.

Bright is backed by three major venture capital funds (Sequoia, Falcon Edge and Hummingbird) and with top angel investors from the US, UK and India, Bright has raised +$40 million in funding to date.

Bright has recently raised $50M in debt funding from Encina Lender Finance, for its credit business growth. Encina Lender Finance provides lending solutions to consumer and commercial speciality finance companies across the U.S. and Canada.

Today we are among the top 8 US FinTech companies. We will become a top-100 US financial institution, with the unique strength of data science and predictive modelling to enhance financial products for a user's life outcomes.

We will be the first at-scale Consumer Tech company, built in India for Global markets.

About Our Founders :

Bright was founded in 2019 by a founding team from McKinsey's Banking Practice (Petko Plachkov and Avi Patchava) and InMobi Data Scientist (Avi Patchava, Varun Modi, Avinash Ramakath, Jayashree Merwade).

Job Summary :

As the Senior Lead – Quality and Training , you will be at the forefront of driving excellence in customer interactions by ensuring top-notch quality standards and impactful training across the Customer Success team. This role requires a strong leader who can balance analytical decision-making with people development, drive quality frameworks, and elevate agent performance across multiple customer touchpoints.

Key Responsibilities

Quality Assurance

• Oversee end-to-end quality audit processes across chats, calls, and emails.
• Create and evolve audit scorecards, SOPs, and quality guidelines.
• Conduct regular calibration sessions with stakeholders and audit the auditors.
• Monitor bottom performers and initiate structured improvement plans (PIPs).
• Ensure consistent quality through variance remediation and audit capacity planning.
• Manage and mentor the Quality team, driving over 6,000+ audits per quarter.

Training & Development

Reporting & Analytics

Cross-functional Collaboration

Must-Have Qualifications

Nice to Have

What You'll Love About Bright

Skills Required

Bi Tools, google sheets , Excel