Customer Support Representative (Mexico) – Bilingual Mandarin & Spanish – Join brighthush’s Global Support Team

About brighthush

brighthush is a trailblazing AI‑native platform that empowers local business owners to thrive in the digital age. Since our founding in 2020, we have helped more than 20,000 restaurants and countless other small‑business owners streamline their operations, reduce costs, and grow revenue. Our technology replaces the fragmented stack of tools that owners traditionally juggle—websites, online ordering, CRM, POS, marketing automation, and more—by delivering a single, intelligent system that works for them, not the other way around.

We’re on a mission to level the playing field for local businesses that have been squeezed by large tech conglomerates. By combining cutting‑edge AI with a deep understanding of the hospitality and retail sectors, brighthush turns every owner into a data‑driven, customer‑centric operator. Our vision is simple: tens of millions of local entrepreneurs will use our platform to succeed online, and we’ll be the invisible partner that drives their growth.

Why brighthush is the place to build your career

• Impact at scale – Every interaction you handle directly influences the success of a restaurant or small business that relies on our platform.
• Fast‑moving, high‑growth environment – We’re scaling rapidly, hiring top talent from industry leaders such as Shopify, HubSpot, DoorDash, and Stripe.
• Remote‑first culture – Work from anywhere in Mexico (or beyond) with a fully supported home office setup.
• Learning & development – Access to internal training, mentorship programs, and the opportunity to shape the future of customer support at a SaaS company.
• Diverse, inclusive team – We celebrate different backgrounds, languages, and perspectives, and we’re committed to creating an environment where everyone can thrive.

Role Overview

As a Bilingual Customer Support Representative at brighthush, you will be the first human touchpoint for restaurant owners and their guests. Your role is to provide calm, empathetic, and precise support in both Spanish and Mandarin, ensuring that every customer feels heard, respected, and confident that brighthush has their back. You will handle a high volume of inbound calls, chats, and emails, manage complex escalations, and collaborate closely with cross‑functional teams to drive continuous improvement.

Key Responsibilities

• Deliver a hospitality‑driven, empathetic tone across all communication channels, even under high‑pressure or emotionally charged situations.
• Resolve a wide range of technical, billing, and operational inquiries for restaurant owners and guests in Spanish and Mandarin.
• Maintain a 90%+ customer satisfaction (CSAT) score while meeting or exceeding performance metrics such as first‑contact resolution (FCR) and average handle time (AHT).
• Document every interaction in Salesforce with clarity and completeness to ensure continuity and accountability.
• Collaborate with teammates on Slack and other internal tools to share knowledge, provide feedback, and elevate the overall support experience.
• Identify recurring issues, surface insights, and contribute to product, documentation, and process improvements.
• Mentor and coach junior support agents, fostering a culture of learning and excellence.
• Adapt to shifting priorities and maintain composure in a fast‑paced, high‑volume environment.

Essential Qualifications

• 3–5+ years of customer support experience in a B2B SaaS, technology, or e‑commerce environment.
• Fluency in Spanish and Mandarin (C1/C2), with strong written and verbal communication skills in both languages.
• Proven track record in handling escalations and complex customer issues with professionalism, empathy, and sound judgment.
• Experience using Salesforce (or a comparable CRM) and telephony systems such as Intercom, TalkDesk, or similar.
• Strong organizational skills: ability to prioritize, manage multiple active cases, and maintain accuracy under pressure.
• Reliable home workspace with high‑speed internet and minimal background noise.
• Open weekend availability and flexibility to work both morning and evening shifts (7:00 AM–4:00 PM or 11:00 AM–8:00 PM PST).

Preferred (Bonus) Experience

• Background in hospitality, restaurants, retail, or other high‑volume, customer‑facing service environments.
• Experience supporting restaurant owners, small business owners, or hospitality‑focused businesses.
• Familiarity with support metrics such as CSAT, QA, FCR, and SLAs.
• Experience working on a remote or distributed team and collaborating across time zones.

Skills & Competencies

• Exceptional communication and active listening skills.
• Strong problem‑solving and analytical mindset.
• High emotional intelligence and the ability to remain calm under stress.
• Team player who thrives in a collaborative, cross‑functional environment.
• Adaptability to new tools, processes, and evolving product features.
• Proficiency with CRM (Salesforce), ticketing systems, and collaboration platforms (Slack, Teams).

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. As you master the support role, you’ll have the chance to transition into specialized tracks such as Technical Support Engineer, Product Support Specialist, or Customer Success Manager. We invest in continuous learning through internal workshops, external certifications, and mentorship programs. Your contributions will shape the future of our support organization and influence product development roadmaps.

Work Environment & Culture

brighthush is a remote‑first, global company headquartered in San Francisco with a sales hub in Toronto. While most of our teammates are distributed worldwide, we value in‑person collaboration when needed and maintain a flexible, results‑oriented culture. Our support team operates 24/7, 365 days a year, so we celebrate a healthy work‑life balance with unlimited paid time off, WFH stipends, and a focus on mental well‑being.

Compensation & Benefits

• Competitive salary: local equivalent to $20,000 USD per year (approximately $1,666 USD/month).
• Comprehensive health coverage (medical, dental, vision).
• Unlimited paid time off (PTO) and flexible scheduling.
• Work‑from‑home stipend to support your home office setup.
• Employee wellness program, including mental health resources and virtual fitness classes.
• Annual team retreats and quarterly virtual social events.
• Professional development budget for courses, conferences, and certifications.

Interview Process

1. Recruiter Screening – 30‑minute video call to discuss your background, career goals, and answer any initial questions.
2. Hiring Manager Interview – 30‑minute video conversation to dive deeper into your experience and approach to customer support.
3. Full Interview Round – 45‑minute mock role‑play video interview with team leaders to assess real‑time problem‑solving and communication skills.
4. Final Round – 30‑minute video discussion with a senior leadership member to align on vision, culture fit, and next steps.

How to Apply

If you’re passionate about delivering world‑class support, thrive in a fast‑paced SaaS environment, and want to make a tangible impact on local businesses, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to brighthush Customer Support Representative (Mexico)

Important Notice – Employment Scams

All official communication regarding job opportunities will come from a brighthush team member with a @brighthush.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers, or banking details. If you suspect a scam, mark the communication as “phishing” or “spam” and do not respond.