Customer Experience Specialist – Remote Technical Support & Bilingual French (Canadian) – Join brighthush

About brighthush

brighthush is a trailblazer in the cash management and security solutions industry, delivering cutting‑edge technology and unparalleled service to retail, wholesale, and banking partners worldwide. With a culture that thrives on innovation, collaboration, and a relentless focus on customer success, brighthush empowers its teams to solve complex challenges and create lasting value for our clients. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a place at brighthush where your expertise is celebrated, your growth is accelerated, and your impact is felt across the globe.

Why Join brighthush?

At brighthush, we believe that great customer experiences start with great people. Our remote, customer‑centric team is the heartbeat of our operations, ensuring that every client interaction is seamless, efficient, and memorable. As a Customer Experience Specialist, you’ll be at the forefront of this mission, leveraging your technical acumen and communication skills to resolve issues, build trust, and drive satisfaction.

What You’ll Do

• Identify and Understand Customer Needs: Engage with clients via phone, email, and chat to gather detailed information, clarify requirements, and determine the root cause of their concerns.
• Provide Direct Support and Guidance: Offer step‑by‑step assistance, troubleshooting, and best‑practice recommendations to help customers achieve their goals.
• Escalate and Resolve Complex Issues: Create comprehensive case records, document every action taken, and collaborate with cross‑functional teams to ensure timely resolution.
• Maintain Service Excellence: Uphold the highest standards of customer service, even in challenging conversations, by applying empathy, active listening, and problem‑solving techniques.
• Monitor System Health: Keep an eye on network, hardware, and software performance for our clients, proactively identifying potential issues before they impact service.
• Track Escalations: Manage the escalation workflow, ensuring that every ticket moves through the appropriate channels and reaches a satisfactory conclusion.
• Analyze Call Types: Identify trends and patterns in customer interactions, and report findings to management to drive continuous improvement.

Essential Qualifications

• High school diploma or equivalent.
• Proven experience in a technical call center or support role.
• Strong customer service foundation with a track record of building positive relationships.
• Excellent written and verbal communication skills in English.
• Basic understanding of software and hardware troubleshooting.
• Demonstrated ability to assess situations, identify critical issues, and make sound decisions.
• Strong analytical and problem‑solving skills.
• Team player who thrives in a collaborative environment.
• Initiative and eagerness to learn new processes and technologies.

Preferred Qualifications (Nice to Have)

• Associate’s degree in Information Technology, Computer Science, or a related field.
• Experience with ServiceNow and Five9 ticketing systems.
• Background in retail cash office operations.
• Fluency in French (Canadian) – bilingual candidates receive a starting rate of $18.00 per hour.

Key Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Technical aptitude: comfortable navigating operating systems, network protocols, and application software.
• Strong organizational skills: ability to manage multiple cases simultaneously while maintaining accuracy.
• Effective time management and prioritization.
• Adaptability: thrive in a fast‑paced, evolving environment.
• Conflict resolution: handle difficult conversations with professionalism and composure.
• Data‑driven: analyze metrics and use insights to improve processes.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. We offer:

• Structured onboarding and continuous training programs to sharpen your technical and soft‑skill expertise.
• Mentorship from seasoned professionals who share their knowledge and insights.
• Clear advancement tracks: from Customer Experience Specialist to Team Lead, Technical Support Engineer, or Customer Success Manager.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Access to industry conferences, webinars, and certifications at no cost.

Work Environment & Culture

brighthush champions a flexible, inclusive, and collaborative culture. As a remote team member, you’ll enjoy:

• Flexible work hours that accommodate your personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A culture of transparency, where your ideas and feedback are valued.
• Commitment to diversity, equity, and inclusion – we celebrate the unique perspectives that each team member brings.
• Recognition programs that reward outstanding performance and innovation.

Compensation & Benefits

We offer a competitive compensation package that reflects your skills and experience:

• Base pay starting at $17.00 per hour (bilingual French (Canadian) candidates receive $18.00 per hour).
• Performance‑based bonuses and incentive programs.
• Comprehensive benefits package including medical, dental, vision, basic life, AD&D, and disability insurance.
• Retirement plan with company match.
• Eight paid holidays annually, five sick days, and four personal days.
• Vacation accrual at 3.08 hours biweekly; unused vacation is paid out where required by law.
• Professional development stipend and tuition reimbursement.

How to Apply

Ready to bring your expertise to brighthush and make a real difference in the lives of our customers? Click the link below to submit your application. If you need an alternative application method or an accommodation, please contact our Human Resources team.

Apply to this job

Join brighthush Today!

At brighthush, we’re not just building a company – we’re building a community of innovators, problem‑solvers, and customer champions. If you’re driven by curiosity, committed to excellence, and eager to grow in a supportive, forward‑thinking environment, we want to hear from you. Apply now and become part of a team that’s redefining what it means to deliver world‑class customer experience.