Bilingual Customer Support Specialist – Spanish/English – Remote Customer Experience Champion at brighthush

About brighthush

Founded in 1990, brighthush is a leading human capital management firm that proudly operates as a Women‑Owned Small Business (WOSB), Minority‑Business Enterprise (MBE), and Women‑Business Enterprise (WBE). Our mission is to blend the best talent with the evolving demands of today’s workplace, delivering high‑quality teams and subject‑matter experts that drive success for our clients across a variety of industries. At brighthush, we champion unconditional acceptance and belonging in every practice, process, and relationship, creating an environment where every employee feels valued, heard, and empowered to thrive.

Why This Role Matters

In an increasingly digital world, customers expect swift, accurate, and empathetic support—especially when dealing with complex or potentially fraudulent situations. As a Bilingual Customer Support Specialist (Spanish/English) at brighthush, you will be the frontline guardian of our clients’ trust, providing clear guidance, resolving issues, and ensuring every interaction reflects our commitment to excellence and inclusivity.

Position Overview

Title: Bilingual Customer Support Specialist (Spanish/English) Location: Remote (contiguous United States only) Schedule: Monday – Friday, 10:00 AM – 6:00 PM EST (no weekends) Compensation: $18.25 per hour (plus performance incentives and benefits) Employment Type: Full‑time, 40 hours per week

Key Responsibilities

• Answer inbound customer calls in both English and Spanish, delivering courteous and professional service.
• Navigate complex scenarios—including potential fraud alerts—by gathering relevant information, verifying details, and providing accurate, unbiased guidance.
• Utilize multiple software platforms simultaneously (CRM, ticketing, knowledge base, and fraud detection tools) while maintaining a clear, organized workflow.
• Apply critical thinking and problem‑solving skills to diagnose issues, propose solutions, and follow through to resolution.
• Collaborate closely with Tier 2 and Tier 3 support teams, escalating cases when necessary and ensuring seamless hand‑offs.
• Document all interactions meticulously in the appropriate systems, adhering to compliance and data‑privacy standards.
• Maintain composure and empathy during high‑stress or emotionally charged conversations, turning challenging moments into positive experiences.
• Participate in virtual team meetings, share insights, and contribute to continuous‑improvement initiatives.
• Complete additional duties as assigned, supporting broader operational goals and special projects.

Essential Qualifications

• High School Diploma or GED required; some college coursework or an associate degree is a plus.
• Fluency in both spoken and written Spanish and English, with the ability to switch seamlessly between languages.
• Minimum of 1 year of experience in a customer service or support role, preferably handling escalated or complex issues.
• Demonstrated ability to pass a thorough criminal background check.
• Reliable high‑speed internet connection and a dedicated, distraction‑free home workspace.
• Proficiency with computers, including comfort navigating multiple applications and systems concurrently.
• Availability to work the specified schedule (10:00 AM – 6:00 PM EST, Monday‑Friday).

Preferred Qualifications & Skills

• Experience in fraud detection, financial services, or related compliance environments.
• Previous exposure to remote work environments and virtual collaboration tools (e.g., Slack, Zoom, Microsoft Teams).
• Certification in customer service excellence (e.g., HDI, COPC) or related fields.
• Strong organizational abilities, with a track record of managing multiple tasks without sacrificing quality.
• Demonstrated empathy, patience, and professionalism when dealing with emotionally sensitive customers.
• Ability to think analytically, identify patterns, and suggest process improvements.

Core Competencies for Success

• Communication: Clear, concise, and courteous articulation in both languages.
• Active Listening: Fully understand customer concerns before responding.
• Problem Solving: Rapidly assess situations, identify root causes, and implement effective solutions.
• Team Collaboration: Work synergistically with peers, supervisors, and cross‑functional teams.
• Adaptability: Thrive in a fast‑changing environment, adjusting to new tools and procedures.
• Technical Aptitude: Comfort with CRM platforms, ticketing systems, and data entry.
• Emotional Intelligence: Manage personal stress and remain calm under pressure.

What brighthush Offers

Compensation & Benefits

• Competitive hourly wage of $18.25, with performance‑based bonuses and quarterly incentive programs.
• Comprehensive health, dental, and vision coverage (eligible after 60 days of employment).
• Retirement savings plan with company matching contributions.
• Paid time off (PTO) accrual, sick leave, and paid holidays.
• Professional development stipend for certifications, courses, or conferences.
• Employee assistance program (EAP) for mental health and wellness support.
• Technology allowance to ensure you have a reliable home office setup.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is guided by your ambition and our commitment to internal mobility. As you master the Bilingual Support role, you can explore pathways such as:

• Senior Customer Support Specialist – handling high‑value accounts and complex escalations.
• Team Lead or Supervisor – overseeing a group of multilingual agents, coaching, and performance management.
• Quality Assurance Analyst – focusing on call quality, compliance, and continuous improvement.
• Training & Development Specialist – designing onboarding programs and language‑specific training modules.
• Operations Analyst – leveraging data insights to optimize support workflows and customer satisfaction metrics.

Our robust learning platform provides on‑demand courses in communication, conflict resolution, fraud detection, and advanced technical tools, ensuring you stay ahead of industry trends.

Work Environment & Culture

brighthush is built on a foundation of inclusion, respect, and belonging. Our remote‑first philosophy empowers you to work from anywhere within the contiguous United States while staying connected through:

• Weekly virtual huddles that celebrate wins, share knowledge, and foster community.
• Monthly “Culture Days” featuring guest speakers, wellness activities, and team‑building challenges.
• Employee Resource Groups (ERGs) focused on language, diversity, and professional interests.
• Transparent leadership communication, with open‑door virtual office hours for managers and executives.

We recognize that a supportive environment fuels performance. That’s why we prioritize mental health, work‑life balance, and continuous feedback loops.

How to Apply

If you are passionate about delivering exceptional bilingual support, thrive in a remote setting, and want to grow with a forward‑thinking organization that values diversity and belonging, we want to hear from you. Click the link below to submit your application and join the brighthush family.

Apply To This Job

Closing Statement

At brighthush, every conversation is an opportunity to make a difference. By joining our team as a Bilingual Customer Support Specialist, you’ll play a pivotal role in safeguarding our customers’ trust while advancing your own professional journey. Embrace the chance to work with a dynamic, inclusive, and growth‑focused organization—apply today and become a vital part of the brighthush story.