Bilingual Customer Experience Representative – Multilingual Support Specialist for Innovative Key‑Duplication & Locksmith Solutions at brighthush

About brighthush

brighthush is at the forefront of the evolving key‑duplication and locksmith industry, blending cutting‑edge artificial intelligence, robotics, and mobile services to deliver a seamless, customer‑centric experience. With a network of fully automated self‑service kiosks located in thousands of high‑traffic retail partners—now reimagined as brighthush locations—our mission is to make key management effortless, secure, and affordable for homeowners, renters, and businesses alike.

Our vision extends beyond simple key copying. We provide a one‑stop solution for lockouts, re‑keys, complex installations, and custom jobs, all backed by transparent, upfront pricing and real‑time service tracking. By integrating smart routing, instant receipts, and a dedicated mobile locksmith team, brighthush is redefining the $12 B/yr locksmith market with unmatched quality, speed, and customer satisfaction.

Role Overview

As a Bilingual Customer Experience Representative, you will be the frontline ambassador of brighthush, engaging with customers across phone, chat, and email. Your role is pivotal: you’ll handle high‑volume inquiries, resolve billing and product issues, and guide customers through our innovative services—all while embodying the empathy, professionalism, and problem‑solving spirit that sets brighthush apart.

Key Responsibilities

• Answer incoming customer calls, chats, and emails in both Spanish and English, providing timely, accurate assistance.
• Diagnose and resolve billing discrepancies, product malfunctions, and service questions with a focus on customer satisfaction.
• Maintain meticulous records of all customer interactions, transactions, and follow‑up actions using our CRM platform.
• Collaborate with the product and operations teams to stay current on new features, policy updates, and best practices.
• Transform frustrated or anxious customers into loyal advocates through active listening, empathy, and proactive solutions.
• Adhere to quality standards, response time metrics, and call‑handling guidelines to support brighthush’s reputation for excellence.
• Participate in ongoing training sessions, role‑play scenarios, and knowledge‑sharing workshops to continuously improve service delivery.
• Support evening, weekend, and holiday shifts as required, ensuring 24/7 coverage for our nationwide customer base.

Essential Qualifications

• High school diploma or GED (or equivalent).
• Minimum of 1 year of experience in a call‑center or customer‑service environment.
• Fluency in both Spanish and English, with strong verbal and written communication skills.
• Demonstrated ability to think quickly, remain calm under pressure, and multitask effectively.
• Reliable high‑speed internet connection (minimum 50 Mbps) and a dedicated workspace for remote work.
• Availability to work flexible hours, including evenings, weekends, and holidays.

Preferred Qualifications

• Experience handling high‑volume customer interactions in a fast‑paced environment.
• Familiarity with ticketing systems such as Zendesk, communication platforms like Twilio, and collaboration tools such as Google Docs.
• Background in the locksmith, security, or retail service industry.
• Prior exposure to AI or robotics‑based service solutions.

Skills & Competencies

• Exceptional empathy and active listening.
• Strong problem‑solving and analytical abilities.
• Excellent time‑management and organizational skills.
• Adaptability to new technologies and evolving processes.
• Team‑player mindset with a proactive attitude toward continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Representative, you’ll have access to:

• Structured mentorship programs pairing you with senior customer‑success leaders.
• Cross‑functional training in product development, operations, and data analytics.
• Leadership development workshops to prepare you for future managerial roles.
• Annual performance reviews with clear pathways for promotion to Senior Representative, Team Lead, or Customer Success Manager.
• Opportunities to contribute to product roadmap discussions based on frontline insights.

Work Environment & Company Culture

brighthush thrives on a culture of inclusion, innovation, and impact. We celebrate diversity across all dimensions—race, ethnicity, gender, age, background, and more—ensuring every team member feels valued and empowered. Our remote‑first model offers flexibility, while regular virtual town halls and team‑building events keep us connected. We champion work‑life balance, encourage continuous learning, and reward creativity with recognition programs and employee‑led initiatives.

Compensation & Benefits

We offer a competitive compensation package designed to attract top talent and reward performance:

• Hourly rate: $17.00 (equivalent to an annual salary of approximately $35,360).
• Health, dental, and vision insurance plans for employees and eligible dependents.
• Remote work stipend to set up a home office and cover internet expenses.
• 401(k) plan with company match to help you build long‑term wealth.
• Paid time off (PTO) and flexible scheduling to support personal commitments.
• Flexible Spending Account (FSA), Health Savings Account (HSA), and basic life & AD&D insurance.
• Professional development budget for courses, certifications, and conferences.
• Employee referral bonuses and quarterly recognition awards.

How to Apply

Ready to join a dynamic team that’s reshaping the locksmith industry? Click the link below to submit your application and start your journey with brighthush.

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Closing Statement

At brighthush, we’re not just building a company—we’re building a community of passionate, customer‑centric professionals who make everyday life safer and simpler. If you’re bilingual, empathetic, and eager to solve real‑world problems while growing your career, we want to hear from you. Join us and be the voice that turns lockouts into smiles.