Bilingual Customer Support Specialist (English & Spanish) – Frontline Support & Customer Success Champion at brighthush

About brighthush

At brighthush, we’re on a mission to empower businesses with a next‑generation Customer Relationship Management (CRM) platform that unifies sales, payments, material ordering, and more into one seamless, intuitive experience. Our founders began by building essential tools for the roofing industry—think aerial roof measurements and digital proposals—and listened closely to our customers’ evolving needs. When they asked for a simple, affordable way to manage and scale their entire operations, we responded by creating a fully integrated CRM that connects every piece of the business puzzle.

Today, brighthush is a fast‑growing, early‑stage startup that already enjoys strong financials and industry‑leading metrics. We’re excited to keep expanding our product suite, leading the market with innovative solutions, and building a culture that values curiosity, collaboration, and impact. If you’re passionate about customer success, thrive in a dynamic environment, and want to make a real difference, brighthush is the place for you.

Why Join brighthush?

• Impactful Work: Your voice will shape the customer experience and help us deliver world‑class support that keeps users loyal and engaged.
• Growth Opportunities: As a key member of our Customer Support team, you’ll have clear pathways to advance into senior support, product, or engineering roles.
• Learning Culture: We invest heavily in professional development—think workshops, certifications, and cross‑functional projects that broaden your skill set.
• Remote‑First Flexibility: Work from anywhere in Canada (or the U.S.) with a flexible schedule that respects your life outside of work.
• Competitive Compensation & Perks: A generous salary band, robust benefits, and a host of perks that keep you energized and focused.

Key Responsibilities

As a Bilingual Customer Support Specialist at brighthush, you’ll be the frontline champion for our customers, ensuring every interaction is handled with professionalism, empathy, and efficiency. Your day‑to‑day tasks will include:

• Providing high‑quality support via live phone, chat, and email in both English and Spanish.
• Troubleshooting complex technical and product issues, escalating when necessary, and documenting solutions in our CRM.
• Maintaining deep product knowledge by staying current on new releases, feature updates, and best‑practice guides.
• Collaborating closely with Sales, Customer Success, Onboarding, and Product teams to create a seamless customer journey.
• Tracking and updating support tickets, ensuring timely resolution and accurate record‑keeping.
• Contributing ideas for process improvements, automation, and knowledge‑base content that enhance support efficiency.
• Participating in on‑call rotations and holiday coverage to support our global customer base.

Essential Qualifications

• 1–3 years of bilingual (English & Spanish) customer support experience in a SaaS or tech environment.
• Proven ability to handle high daily volumes of inquiries across multiple channels.
• Strong communication skills—both written and verbal—with a calm, patient demeanor.
• Creative problem‑solving mindset and a passion for delivering exceptional service.
• Experience with Intercom, Zendesk, or similar customer support platforms.
• Comfortable using CRM systems and collaborating with cross‑functional teams.

Preferred Qualifications

• Background in the roofing or construction industry (or related B2B SaaS).
• Experience in a fast‑paced startup environment where priorities shift quickly.
• Knowledge of payment processing, material ordering, or sales automation tools.
• Experience creating or maintaining knowledge‑base articles and support documentation.
• Familiarity with data analytics tools (e.g., Google Analytics, Mixpanel) to track support metrics.

Skills & Competencies

• Language Proficiency: Native or near‑native fluency in both English and Spanish.
• Technical Aptitude: Comfortable troubleshooting software issues, navigating web interfaces, and using cloud tools.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help users succeed.
• Collaboration: Ability to work effectively with product, engineering, and sales teams.
• Time Management: Prioritizing tasks, managing multiple tickets, and meeting SLA targets.
• Adaptability: Thriving in a rapidly evolving product roadmap and shifting customer needs.

Career Growth & Learning Benefits

At brighthush, we believe that investing in our people is the key to long‑term success. As a Customer Support Specialist, you’ll have access to:

• On‑the‑job training with senior support engineers and product managers.
• Monthly “Lunch & Learn” sessions covering new product features, industry trends, and soft‑skill development.
• Annual conference sponsorships and certifications (e.g., Zendesk Certified Support Specialist).
• Clear career ladder: from Specialist to Senior Specialist, then to Support Manager or Product Analyst.
• Mentorship programs pairing you with leaders across the organization.

Work Environment & Culture

brighthush is a remote‑first company that values transparency, autonomy, and collaboration. Our culture is built on:

• Open Communication: Regular all‑hands meetings, transparent OKRs, and an open‑door policy for feedback.
• Inclusive Diversity: We celebrate diverse perspectives and are committed to equal opportunity for all.
• Fun & Engagement: Quarterly virtual retreats, game nights, and a vibrant Slack community.
• Work‑Life Balance: Flexible start times, generous PTO, and a focus on mental health.
• Innovation: A culture that encourages experimentation, rapid prototyping, and learning from failure.

Compensation & Benefits

Salary Band: CAD $50,000 – $57,500 per year (based on experience, seniority, and impact).

In addition to a competitive base salary, brighthush offers:

• Health, dental, and vision coverage (80% employer‑paid in the U.S., 100% in Canada).
• RRSP/401(k) matching.
• Generous paid time off: 1st week of employment is mandatory PTO, 1 Friday off per month, company‑wide shutdown during Christmas/New Year, and flexible time off.
• Parental leave policy that exceeds statutory requirements.
• Home office stipend, internet allowance, and a remote‑first culture.
• Weekly Friday paydays and a flexible schedule (start times around 12 PM EST/9 AM PST).
• Annual company retreat and team‑building activities.
• Continuous learning budget for courses, conferences, and certifications.

How to Apply

If you’re ready to join a fast‑growing startup, make a tangible impact, and grow your career in a supportive, innovative environment, we’d love to hear from you. Please submit your application through our official careers page at https://brighthush.com/careers. All applications are reviewed by real people—no bots, no automated responses.

Important Notice

brighthush takes the security and privacy of our applicants seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. If you receive any suspicious messages or emails, please report them to [email protected] and avoid clicking on unfamiliar links.

Join brighthush Today

Become a key part of a company that’s redefining how businesses manage their operations. Bring your bilingual expertise, your passion for customer success, and your drive to innovate. Apply now and help us create a world‑class support experience that delights every customer.