Customer Service Associate – Bilingual English & Chinese (Mandarin/Cantonese) – Global News & Business Information Support

Welcome to brighthush – Where Information Meets Impact

At brighthush, we are the trusted source for real‑time news, market data, and business intelligence that powers decision‑makers around the world. Our portfolio of iconic brands—ranging from flagship financial newspapers to cutting‑edge data platforms—delivers the insights that shape economies, guide investors, and inform the public. As a global leader, brighthush is committed to delivering not only world‑class content but also world‑class experiences for the people who use our products and the people who help bring those experiences to life.

Our Customer Service team lives at the heart of that mission. Every interaction you have with a client is an opportunity to reinforce the reliability, credibility, and relevance of brighthush’s information ecosystem. If you thrive on solving problems, love helping people, and are fluent in both English and Chinese, you could be the next ambassador of excellence for brighthush.

Why This Role Matters

As a Bilingual Customer Service Associate you will be the first line of support for a diverse, international audience that relies on brighthush’s suite of products for daily business decisions. Your expertise will help customers navigate complex platforms, resolve technical challenges, and understand subscription options—all while embodying the professionalism and empathy that define brighthush’s brand promise.

Key Details

• Location: Remote (operating on Japan Standard Time)
• Shift Hours: 7:00 AM – 6:30 PM JST (equivalent to 2:00 PM – 12:30 AM PT)
• Employment Type: Full‑time, Union‑eligible
• Base Salary Range: $44,096 – $50,000 (adjusted for experience, location, and performance)
• Bonus Eligibility: Yes – targets set based on market benchmarks and individual contribution

Core Responsibilities – What You’ll Do Every Day

• Deliver high‑quality, multi‑channel support (phone, email, web chat, and emerging digital channels) for brighthush’s portfolio of news, data, and compliance products.
• Guide customers through product navigation, content access, data extraction, technical troubleshooting, billing inquiries, subscription management, and pricing questions.
• Maintain a consistently positive, solution‑focused tone that strengthens customer satisfaction, retention, and brand loyalty.
• Take full ownership of each inquiry, applying sound judgment and analytical thinking to resolve complex issues efficiently.
• Achieve and exceed established key performance indicators (KPIs), quality standards, and service‑level agreements (SLAs).
• Collaborate closely with cross‑functional teams—including product specialists, engineering, sales, and finance—to ensure escalated or intricate cases are resolved accurately and promptly.
• Continuously update personal knowledge of brighthush’s expanding product suite, staying ahead of new releases, feature enhancements, and industry trends.
• Document interactions meticulously in the CRM system, ensuring data integrity for future reference and analytics.
• Provide feedback to product and training teams based on recurring customer pain points, helping shape future improvements.

Essential Qualifications – What You Must Bring

• Native‑level proficiency in Chinese (Mandarin and/or Cantonese) with flawless written and verbal communication skills in a corporate setting.
• Fluent English communication abilities—both written and spoken—suitable for professional correspondence.
• Demonstrated customer‑centric mindset with a proven ability to assess, prioritize, and resolve inquiries effectively.
• Rapid learning aptitude for new software platforms, data tools, and internal processes.
• Exceptional attention to detail, strong multitasking capabilities, and the ability to work both independently and as part of a collaborative team.
• High school diploma or equivalent; a college degree or relevant professional experience is preferred.

Preferred Experience – What Sets You Apart

• Previous experience in a contact‑center or customer‑service environment, especially within technology, media, or financial information services.
• Hands‑on experience handling complex, multi‑channel customer concerns (phone, email, chat, social).
• Familiarity with Salesforce or comparable Customer Relationship Management (CRM) platforms.
• Background in customer retention, upselling, research services, or business‑information product sales.
• Additional language proficiency beyond English and Chinese (e.g., Japanese, Korean, Spanish).
• Demonstrated interest in building expertise across multiple brighthush products and varied customer segments.

Skills & Competencies – The Toolkit for Success

• Communication: Clear, concise, and empathetic articulation in both English and Chinese.
• Problem Solving: Ability to dissect technical or billing issues, identify root causes, and implement effective solutions.
• Technical Acumen: Comfort navigating SaaS platforms, data dashboards, and content management systems.
• Time Management: Prioritization of tasks to meet SLA deadlines while maintaining quality.
• Team Collaboration: Proactive sharing of knowledge and willingness to assist peers across time zones.
• Adaptability: Openness to evolving product lines, shifting priorities, and new communication channels.

Career Growth & Learning – Your Path at brighthush

brighthush invests heavily in employee development. As a Customer Service Associate, you will have access to:

• Structured onboarding that covers every major product line, compliance standards, and customer‑service best practices.
• Ongoing training modules—ranging from advanced technical troubleshooting to soft‑skill mastery.
• Mentorship programs pairing you with senior support specialists and product experts.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Product Trainer.
• Tuition reimbursement and education benefits for certifications relevant to data analytics, information security, or language proficiency.
• Internal mobility pathways that allow you to explore positions in sales, marketing, or product development after gaining a solid foundation in customer experience.

Work Environment & Culture – Life at brighthush

Our culture is built on three pillars: Integrity, Innovation, and Inclusion. At brighthush you will experience:

• A truly global, remote‑first workplace that respects regional work‑life balance while fostering cross‑cultural collaboration.
• Regular virtual town halls, team‑building events, and cultural celebrations that keep remote employees connected.
• Open‑door communication channels where ideas are welcomed from every level of the organization.
• Commitment to diversity, equity, and inclusion—ensuring every voice is heard and valued.
• Recognition programs that celebrate exceptional customer service, innovative problem‑solving, and teamwork.

Compensation, Perks & Benefits – What We Offer

brighthush provides a competitive total rewards package designed to support your health, financial security, and personal fulfillment:

• Comprehensive Healthcare: Medical, dental, vision, and mental‑health coverage with multiple plan options.
• Retirement Savings: 401(k) plan with company match and optional profit‑sharing contributions.
• Paid Time Off: Generous vacation, sick leave, and paid holidays to recharge.
• Family Care Benefits: Parental leave, childcare assistance, and flexible scheduling.
• Insurance Coverage: Life, disability, and accidental death & dismemberment policies.
• Education Benefits: Tuition reimbursement, certification funding, and access to a digital learning library.
• Employee Discounts: Subscriptions to brighthush’s premium news and data services at reduced rates.
• Referral Program: Bonuses for recommending qualified talent who join the organization.
• Remote Work Stipend: Support for home‑office equipment, internet, and ergonomic accessories.

How to Apply – Take the Next Step

If you are ready to become a trusted voice for brighthush’s global audience, we encourage you to submit your application today. Please include a resume that highlights your bilingual communication experience, any relevant contact‑center achievements, and a brief cover letter explaining why you are passionate about supporting customers in the fast‑moving world of news and business information.

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Equal Opportunity & Accessibility Commitment

brighthush is an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran status, disability, or any other characteristic protected by law.

We are dedicated to providing reasonable accommodations for candidates with disabilities throughout the recruitment process. If you require assistance or an accommodation, please email us at [email protected] with “Reasonable Accommodation” in the subject line and a brief description of the support you need.

Join brighthush – Make an Impact Every Day

At brighthush, your work directly influences how millions of professionals stay informed, make strategic decisions, and drive economic growth. By delivering exceptional service in both English and Chinese, you become an essential bridge between cutting‑edge information and the people who rely on it. We look forward to welcoming a dedicated, empathetic, and multilingual professional to our dynamic Customer Service team.