Customer Support Specialist – Bilingual (English & Spanish) – Remote Contract Role – Elevate Customer Experience at brighthush

About brighthush

brighthush is a trailblazing SaaS company redefining how construction professionals manage their entire business lifecycle. From aerial roof measurements to digital sales proposals, we build tools that empower contractors, architects, and project managers to work smarter, faster, and more profitably. Our flagship Customer Relationship Management (CRM) platform unifies sales, payments, material ordering, and project tracking into a single, intuitive experience. With a clear roadmap for innovation and a culture that prizes curiosity, collaboration, and impact, brighthush is poised to lead the market and transform the construction industry.

Why Join brighthush?

At brighthush, you’ll be part of a high‑growth, early‑stage startup that already enjoys strong financials and industry recognition. We value people over processes, and we invest heavily in our team’s professional development, well‑being, and long‑term success. When you join us, you’ll:

• Work with a passionate, cross‑functional team that celebrates wins together.
• Have the opportunity to shape the customer experience and influence product direction.
• Earn competitive compensation, equity, and a comprehensive benefits package.
• Enjoy a flexible, remote‑first culture that supports work‑life balance.
• Grow your career through mentorship, learning programs, and clear promotion paths.

Role Overview

As a Bilingual Customer Support Specialist (English & Spanish), you will be the frontline advocate for our customers. Your mission is to deliver world‑class support that turns first‑time users into loyal advocates. You’ll collaborate closely with Sales, Product, Engineering, and Customer Success teams to resolve inquiries, troubleshoot issues, and gather feedback that fuels continuous improvement.

Key Responsibilities

• Provide high‑quality support via phone, chat, and email in both English and Spanish, ensuring timely resolution of customer issues.
• Document and track all interactions in our CRM, maintaining accurate and up‑to‑date records.
• Escalate complex problems to the appropriate internal teams while keeping customers informed throughout the process.
• Stay current on product releases, feature updates, and best practices to deliver expert guidance.
• Collaborate with Product and Engineering to report recurring pain points and suggest enhancements.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and self‑service resources.
• Participate in on‑call rotations and holiday coverage to ensure 24/7 customer support.
• Measure and report on key support metrics (e.g., response time, resolution rate, CSAT) and identify opportunities for improvement.
• Champion a culture of empathy, curiosity, and continuous learning within the support team.

Essential Qualifications

• 1–3 years of bilingual customer support experience in a SaaS or tech environment.
• Fluent in both English and Spanish, with excellent written and verbal communication skills.
• Proven ability to handle high‑volume, fast‑paced support interactions with professionalism and patience.
• Strong problem‑solving skills and a creative mindset for troubleshooting complex issues.
• Experience using help desk or CRM platforms (e.g., Intercom, Zendesk, Freshdesk).
• Comfortable working remotely with a reliable internet connection and a dedicated workspace.
• Adaptability to evolving product features and a willingness to learn quickly.

Preferred Qualifications

• Experience in a startup or high‑growth environment where agility and ownership are valued.
• Knowledge of the construction or real‑estate industry.
• Familiarity with payment processing, material ordering, or project management tools.
• Experience with data analysis tools (e.g., Excel, Google Sheets) to track support metrics.
• Previous involvement in creating or curating knowledge base content.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strong interpersonal skills and the ability to build rapport quickly.
• Excellent time‑management and organizational abilities.
• Proficiency in using collaboration tools (Slack, Teams, Google Workspace).
• Analytical thinking and data‑driven decision making.
• Resilience under pressure and a proactive approach to problem resolution.

Career Growth & Learning

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you’ll have the chance to:

• Progress to a Senior Support Engineer or Support Manager role.
• Transition into Product or Engineering teams by leveraging your deep product knowledge.
• Lead initiatives such as customer journey mapping, support automation, or community building.
• Participate in mentorship programs, hackathons, and cross‑functional projects.
• Attend industry conferences, webinars, and training courses funded by brighthush.

Work Environment & Culture

brighthush fosters a collaborative, inclusive, and high‑energy culture. We celebrate diversity, encourage open communication, and reward innovation. Our remote‑first approach means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and stand‑ups.
• Monthly all‑hands meetings to share updates and celebrate milestones.
• Quarterly virtual retreats that combine learning, fun, and team bonding.
• Flexible work hours that accommodate different time zones and personal commitments.
• A supportive environment where feedback is constructive, and ideas are valued.

Compensation & Benefits

We offer a competitive compensation package that reflects your experience, role, and impact. While specific figures vary, you can expect:

• Base salary commensurate with market benchmarks for bilingual support specialists.
• Equity options that allow you to share in brighthush’s growth and success.
• Health, dental, and vision coverage (80% employer‑paid in the U.S.; 100% in Canada).
• Retirement plan with employer matching (401(k)/RRSP).
• Generous paid time off, including vacation, sick leave, and a company‑wide shutdown during the holiday season.
• Flexible work‑from‑home stipend, internet allowance, and a home office setup budget.
• Paid parental leave and family‑friendly policies.
• Regular wellness initiatives, such as virtual fitness classes and mental health resources.

How to Apply

If you’re ready to bring your bilingual support expertise to a fast‑moving, customer‑obsessed team, we’d love to hear from you. Submit your application through our official careers page, and be sure to include a brief cover letter highlighting your experience with bilingual support and any relevant industry knowledge.

Closing

At brighthush, we’re building more than a product – we’re building a community of innovators who care deeply about the people they serve. As a Bilingual Customer Support Specialist, you’ll play a pivotal role in shaping the customer journey and ensuring our users feel heard, supported, and delighted at every touchpoint. If you thrive in a dynamic environment, love solving problems in both English and Spanish, and want to grow alongside a passionate team, apply today and help us elevate the construction industry one support interaction at a time.