Bilingual (English & Spanish) Customer Support Specialist – Contract – Remote – Elevate Customer Experience at brighthush

About brighthush

brighthush is a forward‑thinking technology company that is redefining how businesses manage their operations. With a laser focus on customer success, we build intuitive, cloud‑based solutions that empower teams to streamline sales, payments, inventory, and more—all from a single, powerful platform. Our journey began with a simple idea: create tools that make everyday work easier for professionals in the roofing industry. Today, our suite of products serves thousands of customers worldwide, and we’re on a mission to expand our reach into new verticals while staying true to our core values of innovation, transparency, and customer obsession.

We’re proud of our strong financial footing, our data‑driven culture, and our commitment to delivering measurable impact for our users. As a rapidly growing startup, we offer a unique blend of stability and agility—an environment where your ideas can shape product roadmaps, your work can directly influence customer satisfaction, and your career can accelerate at a pace that’s hard to find elsewhere.

Why Join brighthush?

• Impactful Work: Your voice will shape the customer experience for thousands of users across the globe.
• Growth Opportunities: From contract to full‑time, from support to product, we nurture talent and provide clear career pathways.
• Equity & Compensation: Competitive pay, equity options, and a comprehensive benefits package that rewards your contributions.
• Remote‑First Culture: Work from anywhere in the world—whether you’re in South America, Canada, or the U.S.—and enjoy flexible hours that fit your lifestyle.
• Learning & Development: Access to courses, certifications, and mentorship programs that keep you at the cutting edge of customer support and technology.

Role Overview

As a Bilingual Customer Support Specialist at brighthush, you will be the frontline of our support organization, delivering world‑class service to our customers in both English and Spanish. You’ll handle live interactions via phone, chat, and email, troubleshoot complex issues, and collaborate closely with Sales, Product, Engineering, and Customer Success teams to ensure a seamless journey for every user.

We’re looking for someone who thrives in a fast‑paced environment, loves solving puzzles, and is passionate about creating memorable experiences. If you’re eager to grow, innovate, and make a tangible difference, we want to hear from you.

Key Responsibilities

• Provide high‑quality, timely support to customers through phone, chat, and email in both English and Spanish.
• Diagnose and resolve technical and functional issues, escalating to engineering or product when necessary.
• Maintain accurate, up‑to‑date records of all support interactions in our CRM system.
• Collaborate with cross‑functional teams—Sales, Onboarding, Product, and Engineering—to identify root causes and drive product improvements.
• Participate in the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides.
• Track and report on key support metrics (e.g., response time, resolution time, CSAT scores) and suggest process enhancements.
• Contribute to continuous improvement initiatives, such as workflow automation, self‑service enhancements, and customer feedback loops.
• Act as a brand ambassador, embodying brighthush’s values of empathy, transparency, and excellence in every interaction.

Essential Qualifications

• 1–3 years of bilingual (English & Spanish) customer support experience in a SaaS or tech environment.
• Strong written and verbal communication skills in both languages.
• Proven ability to manage a high volume of support tickets while maintaining quality and professionalism.
• Experience with live chat platforms (e.g., Intercom, Zendesk, Freshdesk) and CRM systems.
• Excellent problem‑solving skills and a proactive, solution‑oriented mindset.
• Comfortable working in a remote, distributed team with flexible hours (12 PM EST/9 AM PST to 1 PM EST/10 AM PST).
• Strong organizational skills and attention to detail.

Preferred Qualifications

• Experience in a fast‑paced startup environment.
• Familiarity with the roofing or construction industry.
• Knowledge of payment processing, inventory management, or sales automation tools.
• Experience with data analysis tools (e.g., Excel, Google Sheets) to track support metrics.
• Previous involvement in product feedback loops or beta testing.

Skills & Competencies

• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help.
• Technical Aptitude: Ability to quickly learn new software and troubleshoot issues.
• Communication: Clear, concise, and friendly communication in both English and Spanish.
• Collaboration: Comfortable working with cross‑functional teams and sharing insights.
• Adaptability: Thrives in a dynamic environment with evolving priorities.
• Time Management: Balances multiple tickets and tasks while meeting SLAs.
• Continuous Learning: Seeks out new knowledge and applies it to improve service.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Specialist, you’ll have the chance to:

• Progress to a Senior Support Engineer or Support Manager role.
• Transition into Product Management or Customer Success, leveraging your deep product knowledge.
• Earn equity options as part of our long‑term incentive program.
• Participate in quarterly learning sessions, hackathons, and industry conferences.
• Receive mentorship from senior leaders and peers across the organization.

Work Environment & Culture

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

• Open Communication: Regular all‑hands meetings, transparent OKRs, and an open‑door policy (even if it’s virtual).
• Inclusive Community: We celebrate diversity, equity, and inclusion in every aspect of our work.
• Fun & Engagement: Annual retreats, virtual game nights, and monthly “Lunch & Learn” sessions.
• Work‑Life Balance: Flexible hours, generous PTO, and a focus on mental well‑being.
• Innovation‑Driven: A culture that encourages experimentation, learning from failure, and celebrating successes.

Compensation & Benefits

While specific compensation will be tailored to your experience and role level, you can expect:

• Competitive hourly rate for contract work, with the potential to transition to full‑time.
• Equity options as part of our long‑term incentive plan.
• Health, dental, and vision coverage (80% employer‑paid in the U.S., 100% in Canada).
• 401(k)/RRSP matching.
• Generous paid time off, including a mandatory first week PTO, monthly “laundry day” off, and holiday shutdowns.
• Parental leave policy that supports both parents.
• Home office stipend, internet and phone allowance.
• Weekly Friday paydays for contract employees.
• Access to learning platforms, certifications, and professional development funds.

How to Apply

Ready to join a team that values your voice, your growth, and your impact? Submit your application through our official careers portal:

https://brighthush.com/careers

We’re excited to review your application and explore how you can contribute to brighthush’s mission of delivering exceptional customer experiences.

Important Notice

All legitimate job postings and communications will come from official brighthush domains and email addresses. If you receive any suspicious messages or offers from non‑brighthush domains, please report them immediately. We never ask for payment, bank details, or personal financial information during the hiring process.

Closing

At brighthush, we’re building more than a product—we’re building a community of passionate, innovative, and customer‑centric professionals. If you’re ready to bring your bilingual support expertise to a fast‑growing startup, help shape the future of our platform, and grow alongside a team that values your contributions, we want to hear from you.

Apply today and become a key part of the brighthush story.