Bilingual Remote Customer Support Representative – Multilingual Client Success & Ticket Resolution Specialist at brighthush

About brighthush

Welcome to brighthush, a forward‑thinking technology pioneer that empowers businesses worldwide with cutting‑edge software platforms and intellectual property solutions. Our mission is to transform complex challenges into simple, scalable, and secure digital experiences. With a global footprint spanning North America, South America, Europe, and Asia, we are committed to fostering innovation, diversity, and a culture of continuous learning.

Why Join brighthush?

At brighthush, we believe that people are the heart of every successful product. Our remote‑first culture gives you the flexibility to work from anywhere while staying connected to a vibrant, collaborative community. We invest in your professional growth through mentorship, skill‑building workshops, and access to industry conferences. As a member of our Customer Support family, you’ll play a pivotal role in shaping the customer experience and driving our global success.

Position Overview

We are seeking a Dynamic Bilingual Customer Support Representative to join our remote team based in Arequipa, Peru. In this role, you will be the first line of communication for our clients, ensuring their needs are met with precision, empathy, and efficiency. You will manage support tickets, onboard new users, and continuously improve our knowledge base to deliver an exceptional service experience.

Key Responsibilities

• Ticket Management: Resolve inbound tickets across multiple channels (email, chat, phone) using Zendesk, Freshdesk, and Jira. Prioritize and triage issues, ensuring timely resolution and high customer satisfaction.
• Client Onboarding: Guide new customers through product setup, configuration, and best‑practice adoption. Deliver personalized training sessions and create onboarding documentation.
• Knowledge Base Enhancement: Identify gaps in existing guides and FAQs. Draft, edit, and publish clear, concise, and user‑friendly content to empower customers and reduce support volume.
• Process Improvement: Collaborate with cross‑functional teams (Product, Engineering, Sales) to refine support workflows, identify recurring pain points, and propose solutions.
• Data Analysis & Reporting: Track key metrics (ticket volume, resolution time, CSAT scores). Generate weekly reports and insights to inform strategy and continuous improvement.
• Multilingual Support: Provide seamless assistance in both English and Spanish, ensuring cultural relevance and linguistic accuracy.
• Independent Remote Work: Demonstrate self‑discipline, time‑management, and proactive communication while working remotely.

Essential Qualifications

• 1–2 years of customer support or client‑facing experience in a tech environment.
• Fluency in English and Spanish (written and spoken).
• Proficiency with ticketing systems such as Zendesk, Freshdesk, and Jira.
• Strong communication skills, both verbal and written.
• Excellent troubleshooting and problem‑solving abilities.
• High level of organization and attention to detail.
• Ability to work independently in a remote setting.
• Basic understanding of software products and SaaS concepts.

Preferred Qualifications

• Experience in a B2B SaaS support role.
• Knowledge of CRM and ERP systems.
• Experience with customer success metrics and reporting.
• Familiarity with agile development practices.
• Previous remote work experience in a distributed team.

Skills & Competencies

• Technical Acumen: Comfortable navigating multiple software platforms and troubleshooting technical issues.
• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Communication: Clear, concise, and empathetic communication across diverse audiences.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.
• Collaboration: Strong teamwork skills, working effectively with cross‑functional stakeholders.
• Adaptability: Thrives in a fast‑paced, evolving environment with shifting priorities.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Customer Support Representative, you will:

• Progress to a Senior Support Specialist or Customer Success Manager role within 12–18 months.
• Participate in internal training programs covering product knowledge, advanced troubleshooting, and leadership skills.
• Attend industry conferences and webinars to stay ahead of market trends.
• Receive mentorship from seasoned leaders in Customer Success and Product Management.
• Contribute to product roadmap discussions, providing frontline insights that shape future releases.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and collaboration. You will enjoy:

• Flexible working hours that accommodate your personal schedule.
• Regular virtual team huddles, brainstorming sessions, and social events.
• A supportive onboarding program that ensures you feel connected from day one.
• Access to a digital knowledge hub, internal forums, and a vibrant Slack community.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.

Compensation, Perks, and Benefits

While specific figures may vary based on location and experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for remote bilingual support roles.
• Performance‑based bonuses tied to customer satisfaction and ticket resolution metrics.
• Health, dental, and vision insurance options for you and your dependents.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Equity or stock‑option program to share in brighthush’s long‑term success.
• Monthly wellness stipend and access to virtual fitness classes.
• Company‑sponsored tech stipend to equip you with the best tools for remote work.

How to Apply

Ready to make a difference? Submit your application through our careers portal and join a team that values innovation, collaboration, and personal growth. We look forward to exploring how your skills and passion align with brighthush’s mission to deliver world‑class customer experiences.

Apply Today and Become a Key Player in Shaping the Future of Customer Success at brighthush!