Bilingual Customer Experience Specialist – Multichannel Support & Data‑Driven Insights at brighthush

About brighthush

At brighthush, we’re redefining the grocery experience by blending cutting‑edge technology with a human touch. Our mission is simple yet powerful: make food accessible, affordable, and enjoyable for everyone, everywhere. From bustling city neighborhoods to quiet suburban streets, brighthush delivers groceries, household essentials, and a sense of community right to your doorstep. We’re not just a delivery service; we’re a lifeline that empowers millions to spend more time together and less time worrying about their next meal.

Why Join brighthush?

Working at brighthush means being part of a dynamic, purpose‑driven culture that values flexibility, innovation, and continuous learning. We believe that great ideas can come from anywhere—whether you’re in a quiet home office, a bustling coffee shop, or our vibrant headquarters. Our Flex First philosophy gives you the freedom to choose where and when you work, while still fostering a strong sense of community through regular in‑person events, virtual meet‑ups, and collaborative projects.

Role Overview

The Customer Experience (CX) Team sits at the heart of brighthush’s support ecosystem, serving a diverse community of consumers, shoppers, retailers, and advertisers. As a Bilingual Customer Experience Specialist, you will be the frontline advocate for our Spanish‑speaking customers, ensuring that every interaction is handled with empathy, clarity, and efficiency. You will partner closely with Product, Engineering, and Operations to surface insights, reduce friction, and shape the future roadmap of our platform.

Key Responsibilities

• Provide high‑quality, real‑time support across multiple channels (phone, chat, email) for up to 100% of your scheduled time.
• Navigate complex workflows using established tools, policies, and knowledge‑base content to resolve a wide range of order and account issues.
• Investigate edge cases by reviewing account history, order details, and prior interactions to deliver accurate, fair outcomes.
• Create detailed internal transfer tickets and document cases with clear, actionable notes for downstream teams.
• Proactively identify patterns, pain points, and process gaps in day‑to‑day work, and provide concrete suggestions to supervisors and pillar leadership.
• Act as a positive team player and informal leader by modeling best practices, sharing tips, and fostering an inclusive environment.
• Surface emerging operational challenges—such as tooling bugs, policy ambiguities, or contact spikes—to leadership with clear examples and actionable recommendations.
• Adapt quickly to new AI‑assisted tools and technologies that enhance customer support workflows and drive efficiency.

Essential Qualifications

• High school diploma or equivalent (some college or specialized training is a plus).
• Minimum of 1 year in a customer‑facing role (support, retail, hospitality, call center, etc.) with a proven track record of strong service.
• Fluency in Spanish, both spoken and written.
• Comfort handling live contacts for most of the day in a fast‑paced, metrics‑driven environment.
• Exceptional written and verbal communication skills, including clear documentation and attention to detail.
• Problem‑solving mindset with the ability to investigate issues, interpret account/order details, and make sound judgments within policy.
• Emotional intelligence and resilience when dealing with upset or frustrated customers and complex situations.
• Basic technical proficiency (navigating multiple systems, CRM tools, browser‑based applications, and common productivity tools like Google Workspace).
• Schedule flexibility to support evenings, weekends, and holidays based on business needs.
• Willingness to adopt new technologies that enhance customer support workflows.

Preferred Qualifications

• Experience in a contact center or multi‑channel support environment (phone + chat + email).
• Prior exposure to complex, policy‑heavy workflows (e.g., financial services, logistics, e‑commerce, or marketplaces).
• Familiarity with CRM and contact center tools (Salesforce, Genesys, Zendesk, etc.).
• Demonstrated experience surfacing trends or issues to leadership and proposing improvements.
• Proven ability to work collaboratively on a team, share best practices, and provide peer support or informal mentorship.

Skills & Competencies

• Strong analytical and data‑driven mindset.
• Excellent time‑management and organizational skills.
• Adaptability and a growth mindset.
• Team collaboration and cross‑functional communication.
• Customer‑centric approach with a passion for problem solving.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Bilingual Customer Experience Specialist, you’ll have access to:

• Structured mentorship programs with senior CX leaders.
• Regular training sessions on new tools, policies, and industry best practices.
• Opportunities to transition into specialized roles such as CX Analyst, Process Improvement Lead, or Product Support Engineer.
• Cross‑departmental projects that expose you to Product, Engineering, and Operations.
• Annual performance reviews that align your career goals with company objectives.

Work Environment & Culture

brighthush thrives on a culture of inclusivity, transparency, and continuous improvement. Our Flex First model means you can work from anywhere, but we also host regular in‑person events, hackathons, and community service days to keep our team connected. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment that values your unique perspective.

Compensation & Benefits

While specific compensation varies by location, brighthush offers a competitive base pay range that reflects market standards and your experience. In addition to base salary, we provide:

• Health, dental, and vision insurance (including mental health support).
• Paid time off, including holidays, sick leave, and personal days.
• Flexible work arrangements and remote work options.
• Employee assistance programs and wellness resources.
• Professional development budget and tuition reimbursement.
• Employee referral bonuses and performance incentives.

How to Apply

Ready to make a tangible impact on millions of lives while growing your career? Apply now to join the brighthush team as a Bilingual Customer Experience Specialist. Bring your passion for service, your bilingual fluency, and your drive to innovate. Together, we’ll shape the future of grocery delivery and create a more connected, caring world.