Customer Service Representative – Czech & English – Remote Portugal – Empowering Global Customer Experience at brighthush

About brighthush

brighthush is a trailblazing technology partner that transforms how businesses engage with their customers. With a presence in Europe, North America, and Asia, we deliver intuitive, customer‑centric solutions that accelerate growth and elevate brand perception. Our portfolio spans cloud‑based SaaS platforms, AI‑driven analytics, and next‑generation customer engagement tools. At brighthush, we believe that technology should empower people, not complicate them, and we’re committed to building products that are as delightful to use as they are powerful.

Why This Role Matters

Customer experience is the heartbeat of any successful organization. As a bilingual Customer Service Representative fluent in Czech and English, you will be the frontline ambassador of brighthush’s brand in the Czech market. Your interactions will shape customer satisfaction scores, retention rates, and the overall perception of our products. In a world where customers expect instant, personalized support, your role will be pivotal in turning first‑time users into long‑term advocates.

Key Responsibilities

• Multichannel Support: Deliver consistent, high‑quality assistance across phone, email, live chat, and social media in both Czech and English.
• Problem Resolution: Diagnose issues, provide accurate solutions, and guide customers through troubleshooting steps while maintaining a calm, professional demeanor.
• Knowledge Management: Document all customer interactions in our CRM system, ensuring data integrity and accessibility for future reference.
• Process Adherence: Follow brighthush’s standard operating procedures, escalation protocols, and quality assurance guidelines to maintain consistency across all support channels.
• Continuous Improvement: Identify recurring pain points, propose enhancements, and collaborate with cross‑functional teams to refine support workflows.
• Performance Metrics: Meet or exceed key performance indicators such as average handling time, first‑contact resolution, and customer satisfaction scores.
• Team Collaboration: Participate in weekly huddles, share best practices, and support teammates during peak periods.

Essential Qualifications

• Native or fluent Czech language skills (both written and spoken).
• Proficient English communication skills, capable of handling complex technical queries.
• Prior experience in a customer support or call center environment, preferably in a B2B SaaS or tech context.
• Strong problem‑solving abilities and a customer‑first mindset.
• Self‑motivated, with the ability to work independently in a remote setting.
• Current residence in Portugal (mandatory).
• Availability to work Monday–Friday, 08:00–17:00 local time.

Preferred Qualifications

• Experience with CRM platforms such as Zendesk, Freshdesk, or Salesforce.
• Knowledge of technical support tools (e.g., remote desktop, ticketing systems).
• Familiarity with the Czech market and local customer service expectations.
• Previous exposure to multilingual support environments.
• Basic understanding of software development life cycles.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across multiple channels.
• Technical Aptitude: Ability to quickly grasp new software features and troubleshoot basic technical issues.
• Time Management: Efficiently prioritize tasks and manage time in a fast‑paced environment.
• Adaptability: Thrive in a dynamic, evolving support landscape.
• Collaboration: Work effectively with product, engineering, and sales teams to resolve complex issues.
• Data‑Driven: Use metrics and analytics to inform decisions and improve service quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you will have the opportunity to:

• Progress into a Senior Support Specialist or Team Lead role within 12–18 months.
• Transition into Product Support, Quality Assurance, or Customer Success Management.
• Participate in ongoing training programs covering product knowledge, soft skills, and technical certifications.
• Attend industry conferences, webinars, and workshops to stay ahead of emerging trends.
• Receive mentorship from seasoned professionals across the organization.

Work Environment & Culture at brighthush

We foster a culture of transparency, collaboration, and innovation. Even though you will be working remotely, you will feel part of a vibrant community through:

• Weekly virtual team meetings and monthly all‑hands sessions.
• Digital channels for informal chats, knowledge sharing, and social events.
• An open‑door policy where ideas are welcomed and feedback is encouraged.
• Flexible work arrangements that respect work‑life balance.
• A commitment to diversity, equity, and inclusion across all levels.

Compensation, Perks, and Benefits

While the exact salary will be commensurate with experience and market benchmarks, brighthush offers a comprehensive benefits package that includes:

• Competitive base salary with performance‑based bonuses.
• Health and dental insurance coverage.
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development stipend for courses, certifications, and conferences.
• Flexible working hours within the core schedule to accommodate personal commitments.
• Access to a modern, ergonomic home office setup (equipment stipend).
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Regular team‑building activities and annual company retreats.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, remote environment, and want to be part of a forward‑thinking tech company, we would love to hear from you. Submit your application through our careers portal and join the brighthush family.

Join brighthush Today

Be the voice that shapes our brand’s reputation in the Czech market. Bring your expertise, enthusiasm, and dedication to a role that offers growth, impact, and the chance to work with a team that values innovation and collaboration. Apply now and help us illuminate the future of customer support.