Bilingual (English/French) Customer Support Specialist – Remote, Full‑Time – Elevate Customer Experience with brighthush

About brighthush

brighthush is a leading cloud‑based human capital management (HCM) platform that empowers organizations worldwide to streamline workforce processes, enhance employee engagement, and unlock data‑driven insights. With a global footprint spanning North America, Europe, and Asia, brighthush is at the forefront of the Information Technology industry, delivering innovative solutions that transform how businesses manage talent, payroll, and workforce analytics.

Our mission is simple yet powerful: to make people work better by providing intuitive, scalable, and secure technology that adapts to the evolving needs of modern enterprises. At brighthush, we celebrate diversity, foster continuous learning, and champion a culture where every team member can thrive, contribute, and grow.

Why Join brighthush?

As a rapidly expanding company, brighthush offers a unique blend of stability, innovation, and impact. By joining our Customer Support team, you’ll:

• Be part of a global organization that values your voice and encourages you to shape the future of HCM.
• Work in a fully remote environment that supports work‑life balance and flexibility.
• Collaborate with cross‑functional teams—engineering, product, sales, and marketing—to deliver world‑class customer experiences.
• Access continuous learning opportunities, including certifications, workshops, and mentorship programs.
• Enjoy a competitive compensation package, generous paid time off, and a comprehensive benefits suite.

Key Responsibilities

As a Bilingual Customer Support Specialist, you will be the frontline advocate for our clients, ensuring their success and satisfaction with brighthush’s platform. Your day‑to‑day activities will include:

• Customer Interaction: Handle inbound and outbound calls, emails, and chat inquiries in both English and French, providing timely, accurate, and empathetic support.
• Issue Resolution: Diagnose and troubleshoot technical and functional issues, escalating complex problems to the appropriate internal teams while maintaining clear communication with the customer.
• Documentation: Log all interactions, solutions, and follow‑up actions in our CRM system (Salesforce), ensuring data integrity and knowledge base enrichment.
• Process Improvement: Identify recurring pain points, propose enhancements to support workflows, and collaborate with product teams to drive continuous improvement.
• Customer Advocacy: Act as a trusted advisor, sharing best practices, product updates, and training resources to help customers maximize value from brighthush.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as first‑contact resolution, customer satisfaction (CSAT), and average handling time.

Essential Qualifications

• Fluency in both English and French (written and spoken) with excellent communication skills.
• Strong problem‑solving ability and a customer‑centric mindset.
• Experience using CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
• Proficiency with Microsoft Office Suite and collaboration tools (Teams, Slack).
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced environment.
• Patience, empathy, and a genuine desire to help others succeed.
• High school diploma or equivalent; a bachelor’s degree is a plus.

Preferred Qualifications

• Previous experience in a customer support or technical support role, preferably in the SaaS or HCM space.
• Knowledge of HR processes, payroll, or workforce management concepts.
• Experience with data entry, reporting, and basic analytics.
• Familiarity with remote work tools and virtual collaboration practices.
• Certifications in customer service, IT support, or related fields.

Skills & Competencies

• Communication: Clear, concise, and persuasive written and verbal communication in both languages.
• Technical Aptitude: Quick learner who can navigate new software, troubleshoot issues, and adapt to evolving tools.
• Customer Focus: Deep empathy for customer needs and a proactive approach to problem resolution.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose effective solutions.
• Collaboration: Team player who thrives in cross‑functional environments and shares knowledge freely.
• Resilience: Maintains composure under pressure, handles challenging situations with professionalism.
• Continuous Improvement: Eager to learn, seek feedback, and implement best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Specialist, you’ll have the chance to:

• Advance to Senior Support Specialist, Team Lead, or Customer Success Manager roles.
• Participate in cross‑training programs that expose you to product development, sales, and marketing functions.
• Earn certifications in Salesforce, ITIL, or HR technology to bolster your professional credentials.
• Attend internal workshops, webinars, and industry conferences to stay ahead of market trends.
• Contribute to the creation of knowledge base articles, training manuals, and customer success playbooks.

Work Environment & Culture at brighthush

Our remote-first culture is built on trust, transparency, and collaboration. You’ll enjoy:

• Flexible working hours that accommodate your personal commitments.
• Regular virtual team huddles, town halls, and social events to foster connection.
• A culture of psychological safety where ideas are welcomed and feedback is constructive.
• Access to a digital wellness program, including mindfulness sessions and ergonomic resources.
• Recognition programs that celebrate achievements, milestones, and innovative contributions.

Compensation & Benefits

We offer a competitive salary range of CAD 43,200 – 64,800 per year, commensurate with experience and performance. In addition, you’ll receive:

• Generous paid time off (vacation, sick leave, and personal days).
• Health, dental, and vision insurance plans.
• 401(k) or RRSP matching program to support your long‑term financial goals.
• Employee stock purchase plan (ESPP) to share in brighthush’s success.
• Professional development stipend for courses, certifications, and conferences.
• Wellness benefits, including mental health support and fitness reimbursements.
• Access to a comprehensive digital benefits portal for flexible perks.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a bilingual environment, and want to be part of a forward‑thinking HCM platform, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Support team.

Join us and help shape the future of workforce technology—one satisfied customer at a time.