Bilingual Spanish‑English Customer Support Consultant – Remote Multichannel Service for Global SaaS & Tech Solutions

About brighthush – Pioneering Intelligent Support‑as‑a‑Service Worldwide

At brighthush, we are redefining the way technology companies deliver customer and technical support. Since our founding in 2010, we have partnered with some of the most recognizable brands in the industry—think of the caliber of companies like brighthush—to provide secure, multilingual assistance across more than 60 languages and 30+ countries. Our mission is simple: empower customers, protect data, and create delightful experiences that turn everyday interactions into lasting relationships.

Our People‑First philosophy means that every team member is given the tools, autonomy, and growth opportunities needed to thrive. Whether you are a seasoned support professional or an ambitious newcomer, brighthush offers a vibrant, multicultural environment where your voice matters, your ideas are heard, and your career can accelerate at a pace that matches your ambition.

Why This Role Is a Game‑Changer

As a Customer Support Consultant at brighthush, you will become the frontline ambassador for our diverse portfolio of SaaS, software, and hardware solutions. You’ll work from the comfort of your home office, engaging with customers across phone, email, chat, and social platforms—all while collaborating with a global team that values inclusivity, continuous learning, and mutual respect.

We are looking for a proactive, bilingual (Spanish‑English) professional who can blend empathy with technical acumen to resolve inquiries, build trust, and champion the brighthush brand. If you love solving puzzles, enjoy fast‑paced environments, and thrive when you can make a tangible impact on customer happiness, read on.

Key Responsibilities

• Deliver exceptional, multichannel support (phone, email, live chat, and social media) to a diverse, international customer base.
• Assist customers with booking, transportation, and logistics‑related questions, ensuring clarity and timely resolution.
• Answer inbound calls from drivers, troubleshoot issues, and guide them through step‑by‑step solutions.
• Log, track, and manage support tickets using the brighthush ticketing platform, maintaining accurate records and follow‑up actions.
• Escalate complex or high‑priority cases to the appropriate internal specialists while keeping the customer informed.
• Develop and nurture strong, lasting relationships with customers, turning first‑time interactions into repeat engagements.
• Handle sensitive personal and financial data with the utmost confidentiality and compliance with data‑security standards.
• Apply the latest customer‑happiness methodologies, including empathy mapping, proactive outreach, and feedback loops.
• Maintain deep, up‑to‑date knowledge of each client’s product suite, service level agreements, and performance metrics.
• Consistently meet or exceed key performance indicators (KPIs) such as first‑contact resolution, customer satisfaction (CSAT), and average handling time (AHT).

Essential Qualifications

• Native‑level fluency in Spanish and advanced English proficiency (minimum C1) – both spoken and written.
• At least 1 year of professional experience in a customer service or support role, preferably within a tech‑focused environment.
• Demonstrated ability to communicate clearly, listen actively, and solve problems efficiently across multiple channels.
• Strong analytical mindset with the capacity to diagnose issues, identify root causes, and propose actionable solutions.
• Self‑motivated, responsible, and proactive attitude with a genuine passion for helping customers.
• Reliable personal computer equipped with a minimum of 8 GB RAM and a stable internet connection (≥50 Mbps download / ≥40 Mbps upload).

Preferred Qualifications & Nice‑to‑Have Experience

• Background in logistics, transportation, or travel‑related customer service, providing insight into industry‑specific challenges.
• Hands‑on experience with the brighthush ticketing system (formerly known as Freshdesk) or similar CRM platforms.
• Familiarity with remote work best practices, including time‑zone coordination and virtual collaboration tools.
• Previous exposure to multilingual support environments, handling inquiries in additional languages beyond Spanish and English.

Core Skills & Competencies for Success

• Communication Excellence: Ability to convey complex technical information in simple, friendly language.
• Empathy & Patience: Understanding customer emotions, staying calm under pressure, and delivering reassurance.
• Technical Aptitude: Quick learner of new software, platforms, and troubleshooting procedures.
• Organizational Skills: Efficient ticket management, prioritization, and documentation.
• Team Collaboration: Comfortable working with cross‑functional teams, sharing knowledge, and contributing to collective goals.
• Adaptability: Thrive in a fast‑changing environment, embracing new tools, processes, and client requirements.

Career Growth & Learning Opportunities

At brighthush, your development is a priority. We offer a clear career ladder for support professionals, including pathways to Senior Consultant, Team Lead, Quality Assurance Specialist, and even Product Management roles. Our learning ecosystem includes:

• Access to a curated library of online courses covering customer experience, data security, and emerging tech trends.
• Monthly mentorship circles with senior leaders who provide guidance, feedback, and networking opportunities.
• Quarterly internal hackathons focused on improving support workflows, where you can showcase innovative ideas.
• Certification sponsorships for industry‑recognized credentials such as ITIL, Customer Service Excellence, and multilingual communication.

Work Environment & Culture at brighthush

brighthush fosters an inclusive, multicultural community where diversity is celebrated and every voice is valued. Our remote‑first policy means you can work from anywhere, while still feeling connected through:

• Regular virtual coffee chats, team‑building games, and cultural celebrations.
• Transparent communication channels, including weekly all‑hands meetings and open‑door leadership sessions.
• A “no time‑tracking” policy that trusts you to manage your workload responsibly, focusing on outcomes rather than hours logged.
• Dedicated wellness initiatives, such as mental‑health days, virtual fitness classes, and an internal health policy that supports work‑life balance.

Compensation, Perks & Benefits

• Competitive Salary: Paid in USD, reflecting market rates for bilingual support specialists.
• Fixed Schedule: Monday‑Friday, 5 AM‑1 PM (GMT‑3), allowing for a predictable routine.
• Fully Remote: Work from the comfort of your home office with a stipend for ergonomic equipment.
• Referral Rewards: Earn bonuses for recommending qualified friends or colleagues.
• Performance Bonuses: Incentives tied to KPI achievements and customer satisfaction scores.
• Professional Development Fund: Annual budget for courses, conferences, or certifications.
• Health & Wellness Support: Access to virtual health resources, counseling services, and a comprehensive internal health policy.
• Technology Package: Company‑provided laptop, headset, and high‑speed internet allowance.
• Community & Recognition: Employee spotlight programs, “Employee of the Month” awards, and a vibrant internal social network powered by brighthush.

Application Process & Next Steps

If you are a proactive Support Specialist who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, we want to hear from you. Please submit your English‑language CV and a brief cover letter highlighting your relevant experience and why you’re excited about joining brighthush.

Our recruitment journey is transparent, equitable, and designed to respect your time. After reviewing applications, qualified candidates will be invited to a virtual interview series that includes a skills assessment, a cultural fit conversation, and a final discussion with the hiring manager.

Commitment to Equality & Data Privacy

brighthush is an equal‑opportunity employer. We celebrate diversity and prohibit discrimination on any protected characteristic. All personal data submitted during the application process will be handled in accordance with the brighthush Candidate Privacy Notice.

Ready to Make an Impact?

Join a global leader that empowers both customers and employees to achieve their highest potential. Become part of a team that values trust, growth, and the joy of solving real‑world problems. Click the link below to start your journey with brighthush today!