Customer Experience Agent – Brighthush – Multichannel Support, Technical Expertise, Remote Mexico City

About Brighthush

Brighthush is a trailblazing technology platform that redefines how merchants, customers, and service providers connect in the digital age. With a mission to deliver seamless, on‑demand experiences, we empower businesses to scale quickly while keeping customer satisfaction at the forefront. Our innovative solutions span e‑commerce, logistics, and digital payments, all powered by cutting‑edge data analytics and AI. As we expand our footprint across Latin America, we’re looking for passionate, customer‑centric professionals to join our growing team.

Why Brighthush?

At Brighthush, you’ll be part of a vibrant, fast‑moving culture that values creativity, collaboration, and continuous learning. We celebrate diversity, encourage open dialogue, and reward results. Whether you’re a seasoned support specialist or just starting your career, you’ll find a place where your voice matters and your growth is supported by mentorship, training, and real‑world impact.

Position Overview

We’re seeking a Customer Experience Agent to join our remote support team based in Mexico City. In this role, you’ll be the frontline champion for our customers, handling inquiries across multiple channels—phone, chat, email, and ticketing systems—while ensuring a consistent, high‑quality experience. You’ll collaborate closely with product, engineering, and sales teams to resolve issues, gather feedback, and drive continuous improvement.

Key Responsibilities

• Multichannel Support: Respond to inbound customer inquiries via phone, chat, email, and ticketing platforms with professionalism and empathy.
• Issue Resolution: Diagnose and troubleshoot technical and non‑technical issues, escalating when necessary while maintaining ownership of the customer journey.
• Knowledge Development: Continuously learn about Brighthush products, updates, and industry trends to provide accurate, up‑to‑date assistance.
• Data Entry & Documentation: Log interactions, update CRM records, and document solutions in a clear, concise manner for future reference.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, customer satisfaction scores, and quality audits.
• Team Collaboration: Participate in daily stand‑ups, share insights, and contribute to knowledge base articles and best‑practice guides.
• Continuous Improvement: Identify recurring issues, propose process enhancements, and collaborate with cross‑functional teams to implement solutions.

Essential Qualifications

• Minimum 1 year of customer service experience in a fast‑paced environment.
• Fluent in English (written and spoken) with excellent communication skills.
• Strong written communication: ability to draft clear, concise, and friendly responses.
• High technical fluency: comfortable navigating web applications, troubleshooting software, and using diagnostic tools.
• Typing speed of at least 40 words per minute with high accuracy.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and ticketing platforms.
• Proficiency in using chat, email, and phone support tools.
• Self‑motivated, detail‑oriented, and able to work independently in a remote setting.

Preferred Qualifications

• Experience in the technology or e‑commerce sector.
• Knowledge of Spanish and English simultaneously for bilingual support.
• Familiarity with data analytics tools or basic SQL queries.
• Previous exposure to remote work environments and asynchronous communication.
• Certifications in customer service or technical support (e.g., ITIL, Zendesk Certified).

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving problems and delivering delight.
• Technical Aptitude: Quick learning curve for new software and troubleshooting processes.
• Communication: Clear, empathetic, and professional in all interactions.
• Time Management: Ability to juggle multiple tickets while maintaining quality.
• Collaboration: Works well with cross‑functional teams and shares knowledge.
• Adaptability: Thrives in a dynamic, evolving environment.

Career Growth & Learning Opportunities

At Brighthush, we believe in nurturing talent and providing clear career pathways. As a Customer Experience Agent, you’ll have the chance to:

• Advance to Senior Support Specialist or Team Lead roles.
• Transition into product support, quality assurance, or customer success management.
• Participate in leadership training, mentorship programs, and skill‑building workshops.
• Attend industry conferences, webinars, and hackathons to stay ahead of market trends.
• Contribute to product development by sharing customer insights and feature requests.

Work Environment & Culture at Brighthush

Brighthush is a fully remote company, but we maintain a strong sense of community through:

• Weekly virtual team meetings and monthly town halls.
• Digital collaboration tools (Slack, Microsoft Teams, Confluence).
• Regular virtual coffee breaks and social events.
• Inclusive policies that celebrate diverse backgrounds and perspectives.
• Flexible work hours to accommodate different time zones and personal commitments.

Compensation & Benefits

We offer a competitive salary range of MXN 180,000 – 180,000 per year for this full‑time role, commensurate with experience. In addition to base pay, you’ll enjoy:

• Health and dental insurance plans.
• Paid time off (vacation, sick leave, and public holidays).
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness program, including virtual fitness classes and mental health resources.
• Annual performance bonus and recognition programs.
• Equity or stock‑option opportunities for long‑term employees.

How to Apply

If you’re ready to make a tangible impact on customer satisfaction while growing your career in a dynamic tech environment, we’d love to hear from you. Submit your application through the link below, and let’s explore how you can contribute to Brighthush’s mission of delivering exceptional digital experiences.