Bilingual Customer Support Specialist – Payment Solutions & Merchant Services – Remote, Full‑Time, Mid‑Level – English & Spanish Fluency

About brighthush

brighthush is a trailblazing payment technology company that empowers businesses across the United States to accept every type of payment with ease, speed, and security. With a portfolio that spans point‑of‑sale hardware, cloud‑based payment gateways, and omnichannel commerce solutions, we are redefining how merchants connect with their customers. Our mission is simple: make payment friction a thing of the past. To achieve this, we rely on a team of passionate, customer‑centric professionals who thrive in a fast‑moving, innovative environment.

Why Join brighthush?

At brighthush, you’ll be part of a culture that celebrates curiosity, collaboration, and continuous learning. We’re a remote‑first organization, meaning you can work from anywhere in the United States while still feeling connected to a global team of experts. Our people are our greatest asset, and we invest heavily in their growth through mentorship programs, skill‑building workshops, and access to industry conferences. If you’re looking for a role that challenges you, rewards your bilingual abilities, and lets you make a tangible impact on merchants nationwide, brighthush is the place for you.

Position Overview

We are seeking an experienced, bilingual Customer Support Specialist to join our Merchant Services team. In this role, you will be the frontline advocate for merchants using our payment equipment and software. You’ll handle support calls, troubleshoot technical issues, and guide merchants through the deployment of our cutting‑edge payment solutions. Your ability to communicate fluently in both English and Spanish will be essential to delivering exceptional service to our diverse customer base.

Key Responsibilities

• Respond to inbound support calls and emails from merchants in a timely, professional manner.
• Diagnose and resolve technical issues related to payment hardware, software integrations, and transaction processing.
• Guide merchants through the end‑to‑end deployment of payment equipment, ensuring proper setup, configuration, and testing.
• Document all support interactions in our CRM system, maintaining accurate records of troubleshooting steps and resolutions.
• Collaborate with the Engineering, Product, and Sales teams to relay merchant feedback and contribute to product improvements.
• Provide after‑hours support as needed, demonstrating flexibility and commitment to merchant success.
• Maintain up‑to‑date knowledge of industry regulations, security standards (PCI‑DSS), and best practices in payment processing.
• Participate in continuous training sessions to stay current on new product releases and feature enhancements.

Essential Qualifications

• Minimum of 2 years of experience in technical or customer support roles, preferably within the payment or fintech industry.
• At least 1 year of hands‑on experience supporting merchant services, including hardware deployment and transaction troubleshooting.
• Fluency in both English and Spanish, with excellent written and verbal communication skills in both languages.
• Strong problem‑solving abilities and a methodical approach to diagnosing complex technical issues.
• Proficiency with Microsoft Office Suite, CRM platforms (e.g., Salesforce, Zendesk), and POS systems.
• Reliable home workspace equipped with high‑speed internet and a dedicated phone line.
• Ability to work flexible hours, including evenings and weekends, to accommodate merchants in different time zones.

Preferred Qualifications

• Experience with payment gateway integrations, API troubleshooting, or PCI‑DSS compliance.
• Knowledge of POS hardware such as card readers, receipt printers, and mobile payment devices.
• Previous remote work experience in a fast‑paced, high‑volume support environment.
• Certification in customer service or technical support (e.g., ITIL, CompTIA).
• Multilingual capabilities beyond English and Spanish.

Core Skills & Competencies

• Technical Aptitude: Comfortable troubleshooting hardware and software issues, interpreting error logs, and guiding users through configuration steps.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help merchants succeed.
• Communication: Clear, concise, and professional communication in both English and Spanish, tailored to technical and non‑technical audiences.
• Time Management: Ability to prioritize multiple support tickets, meet response time SLAs, and manage after‑hours coverage.
• Team Collaboration: Willingness to work cross‑functionally with engineering, product, and sales teams to resolve complex issues.
• Adaptability: Thrive in a dynamic environment where product updates and merchant needs evolve rapidly.

Career Growth & Learning Opportunities

At brighthush, your career path is defined by your ambition and performance. As a Customer Support Specialist, you’ll have the chance to:

• Advance to a Senior Support Engineer role, taking on more complex technical challenges and mentoring junior teammates.
• Transition into Product Management or Technical Account Management, leveraging your deep understanding of merchant pain points.
• Lead cross‑functional projects that shape the future of our payment solutions.
• Earn certifications and attend industry conferences at no cost to you.
• Participate in a structured learning program that includes online courses, workshops, and peer‑learning circles.

Work Environment & Company Culture

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

• Inclusivity: A diverse workforce that respects and celebrates different perspectives.
• Transparency: Open communication channels, regular all‑hands meetings, and a clear roadmap for company goals.
• Well‑Being: Flexible work hours, mental health resources, and a generous paid time off policy.
• Community Impact: Volunteer days, charitable giving, and partnerships with local nonprofits.
• Innovation: A flat hierarchy that encourages experimentation, rapid prototyping, and a fail‑fast mentality.

Compensation & Benefits

We offer a competitive salary range of $47,840 – $56,160 per year, commensurate with experience and performance. In addition to base pay, you’ll receive:

• 401(k) plan with company matching up to 4%.
• Health, dental, and vision insurance plans.
• Paid parental leave and family support programs.
• Unlimited vacation policy to support work‑life balance.
• Monthly stipend for home office equipment and high‑speed internet.
• Employee referral bonuses and performance‑based incentives.

How to Apply

Ready to bring your bilingual support expertise to brighthush and help merchants thrive? Click the link below to submit your application. We look forward to learning how your skills and passion align with our mission to eliminate payment friction for businesses nationwide.