Bilingual Customer Experience Specialist – Multichannel Support & Relationship Management – Remote (Canada)

About brighthush

brighthush is a trailblazing retailer in the sleep‑product industry, dedicated to transforming everyday bedrooms into serene sanctuaries. With a commitment to quality, sustainability, and customer delight, we bring affordable luxury to homes across Canada. Our products are meticulously crafted, thoughtfully manufactured, and built on a foundation of transparency. At brighthush, we believe that a good night’s sleep is a cornerstone of well‑being, and we empower our customers to achieve that through exceptional service and innovative solutions.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re stepping into a career that values growth, learning, and impact. Our culture is built on:

• Diversity & Inclusion: We celebrate differences and foster an environment where every voice is heard.
• Career Advancement: We prioritize internal hiring and provide clear pathways for progression.
• Learning & Development: Access to the LifeSpeak platform offers free courses from industry experts to sharpen both personal and professional skills.
• Employee Perks: Competitive benefits (medical, dental, vision), paid time off, employee discounts on all products, and a complimentary mattress & bedding set after probation.
• Work‑Life Balance: Flexible remote work, supportive managers, and a culture that respects personal time.
• Meaningful Impact: Your work directly improves customers’ sleep habits and overall well‑being.

Position Overview

As a Bilingual Customer Experience Specialist, you will be the frontline ambassador for brighthush, delivering world‑class support across email, phone, and live chat. Your role will involve resolving inquiries, coordinating with logistics partners, and ensuring a seamless experience for every customer. You will thrive in a fast‑paced, high‑volume environment while maintaining a calm, friendly demeanor.

Key Responsibilities

• Respond to customer inquiries in both English and French, providing accurate product information and order status updates.
• Deliver exceptional service via phone, email, and live chat, balancing efficiency with a warm, approachable tone.
• Handle post‑sale questions, follow‑ups on orders or deliveries, and proactively de‑escalate issues to ensure customer satisfaction.
• Maintain real‑time communication with the Customer Experience team, flagging and resolving key issues promptly.
• Coordinate daily with courier and warehouse partners to resolve delivery concerns and streamline order fulfillment.
• Manage relationships with suppliers and vendors, ensuring accurate information flow and timely resolution of any discrepancies.
• Document all interactions in the CRM, ensuring data accuracy and compliance with company policies.
• Participate in continuous improvement initiatives, sharing insights to enhance processes and customer experience.

Schedule & Availability

Full‑time remote position with flexible shifts:

• 09:15 AM – 5:45 PM EST
• 12:00 PM – 8:30 PM EST
• Availability for shifts until 8:30 PM EST is required.

Essential Qualifications

• Minimum 1 year of experience in customer service, retail sales, or a related field.
• Fluency in English and French, both written and spoken.
• Proficiency with browser‑based and mobile applications (CRM, help desk, email, live chat).
• Strong organizational skills and the ability to multitask in a high‑volume environment.
• Detail‑oriented, analytical mindset with a focus on delivering exceptional service.
• Positive attitude, problem‑solving enthusiasm, and eagerness to tackle new challenges.
• Ability to work independently and collaboratively within a team.

Preferred Qualifications

• Experience in a fast‑paced e‑commerce or retail environment.
• Knowledge of logistics and supply‑chain processes.
• Previous exposure to customer‑centric metrics (CSAT, NPS, first‑contact resolution).
• Experience with multilingual support or international customer bases.

Core Competencies & Skills

• Communication: Clear, concise, and empathetic communication across multiple channels.
• Problem Solving: Ability to diagnose issues quickly and propose effective solutions.
• Adaptability: Thrive in dynamic environments and adjust to changing priorities.
• Team Collaboration: Work seamlessly with cross‑functional teams (logistics, marketing, product).
• Technology Savvy: Comfortable navigating CRM systems, help desk software, and mobile apps.
• Customer‑Centric Mindset: Passion for exceeding customer expectations and building loyalty.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone. As a Customer Experience Apply for this job