Bilingual Customer Experience Specialist – Multilingual Web & Email Support Expert for Remote Teams

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses worldwide to thrive in the digital age. With a portfolio that spans cloud hosting, e‑commerce solutions, and digital marketing tools, we help our clients build resilient online presences that drive growth and customer engagement. Our culture is built on curiosity, collaboration, and a relentless focus on delivering exceptional value to every stakeholder. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where your ideas can shape the future of digital experience.

Position Overview

We are seeking an energetic, customer‑centric Bilingual Customer Experience Specialist to join our remote support team. In this role, you will be the first line of technical assistance for our English‑ and French‑speaking clients, helping them resolve web hosting, website, and email challenges through phone, email, and live chat. Your expertise will ensure that every interaction is smooth, professional, and leaves customers feeling confident in their digital tools.

Key Responsibilities

• Multilingual Technical Support: Deliver high‑quality, real‑time assistance in both English and French across multiple channels—phone, email, and live chat—while maintaining a consistent tone and brand voice.
• Issue Diagnosis & Resolution: Troubleshoot a wide range of web hosting, CMS (WordPress, Joomla, Drupal), DNS, and email system issues, providing clear, actionable guidance to customers.
• Knowledge Sharing: Create and maintain detailed, user‑friendly documentation, FAQs, and knowledge base articles that empower customers to solve common problems independently.
• Pre‑Sales & Billing Support: Collaborate with sales and billing teams to answer technical inquiries, clarify product capabilities, and ensure a seamless hand‑off from support to account management.
• Customer Satisfaction: Track and analyze support metrics (first‑contact resolution, CSAT, NPS) and proactively identify opportunities to improve service quality.
• Continuous Improvement: Participate in regular training sessions, share best practices, and contribute to the evolution of support processes and tools.
• Remote Collaboration: Work effectively within a distributed team, using collaboration platforms (Slack, Teams, Jira) to coordinate on complex issues and share insights.

Essential Qualifications

• Minimum of 2 years’ experience in a technical support or helpdesk environment, preferably within web hosting or SaaS platforms.
• Fluency in both English and French (written and spoken) with the ability to adapt communication style to diverse audiences.
• Strong troubleshooting skills for websites, CMS platforms, DNS configuration, and email systems (SMTP, IMAP, POP3).
• Proficiency with support ticketing systems (Zendesk, Freshdesk, or similar) and remote desktop tools.
• Excellent written and verbal communication skills, with a knack for simplifying complex technical concepts.
• Self‑motivated, detail‑oriented, and comfortable working independently in a remote setting.

Preferred Qualifications

• Experience with WordPress, WooCommerce, or other popular CMS platforms.
• Knowledge of DNS management, SSL certificates, and CDN services.
• Background in customer success, account management, or sales support.
• Familiarity with cloud hosting providers (AWS, Azure, Google Cloud) and shared hosting environments.
• Experience with scripting or automation tools (Bash, PowerShell, Python) to streamline support tasks.
• Certification in ITIL, CompTIA A+, or a related field.

Core Skills & Competencies

• Technical Proficiency: Deep understanding of web infrastructure, hosting environments, and email protocols.
• Problem‑Solving: Ability to diagnose root causes quickly and devise effective solutions.
• Communication: Clear, concise, and empathetic communication in both languages.
• Customer Focus: Passion for delivering outstanding service and turning challenges into positive experiences.
• Adaptability: Comfortable navigating evolving technologies and shifting priorities.
• Team Collaboration: Strong interpersonal skills and a willingness to share knowledge across departments.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Bilingual Customer Experience Specialist, you will have access to:

• Structured onboarding and mentorship programs that pair you with senior support engineers.
• Regular skill‑building workshops covering advanced hosting topics, security best practices, and emerging web technologies.
• Cross‑functional projects that expose you to sales, marketing, and product development teams.
• Clear career pathways: from Support Specialist to Technical Account Manager, Senior Support Engineer, or Product Specialist.
• Annual learning stipend to attend conferences, webinars, or pursue certifications.

Work Environment & Culture at brighthush

Our remote‑first culture is designed to foster autonomy, flexibility, and a sense of belonging. You’ll enjoy:

• Fully equipped home office stipend to create a productive workspace.
• Weekly virtual coffee chats and monthly all‑hands meetings to stay connected.
• A culture of transparency, where ideas are valued and feedback is constructive.
• Inclusive hiring practices that celebrate diversity in language, background, and perspective.
• Community outreach initiatives that allow you to give back through tech education programs.

Compensation, Perks & Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for bilingual technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to secure your future.
• Unlimited paid time off and flexible work hours to support work‑life balance.
• Access to a digital wellness platform and mental health resources.
• Regular team‑building retreats and virtual social events.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re shaping the next generation of digital customer experience. You’ll work alongside passionate professionals who are eager to innovate, collaborate, and deliver solutions that matter. Your bilingual skills will be celebrated, your technical expertise will be challenged, and your growth will be supported every step of the way.

How to Apply

Ready to elevate your career and make a real impact? Submit your resume and a brief cover letter outlining why you’re the perfect fit for the Bilingual Customer Experience Specialist role at brighthush. We look forward to exploring how your unique blend of language proficiency and technical acumen can help us continue to delight customers worldwide.