Customer Support Specialist – German & English – SaaS & E‑Commerce Excellence

About brighthush

brighthush is a forward‑thinking SaaS company that empowers businesses worldwide to unlock the full potential of their digital operations. Our platform streamlines customer engagement, automates workflows, and delivers actionable insights that drive growth. With a global footprint and a culture rooted in innovation, collaboration, and continuous learning, brighthush is redefining what it means to provide world‑class customer support in the digital age.

We believe that exceptional customer service is the cornerstone of lasting relationships. That’s why we invest heavily in our people, technology, and processes to ensure every interaction is meaningful, efficient, and memorable. If you’re passionate about helping customers succeed, thrive in a fast‑paced environment, and want to grow your career while making a real impact, brighthush is the place for you.

Position Overview

As a Multilingual Customer Support Specialist – German & English – SaaS & E‑Commerce Excellence, you will be the frontline advocate for our customers. You’ll guide them through the discovery and adoption of our platform, resolve complex issues, and help shape the future of our support experience. Your role will span email, chat, phone, and knowledge‑base creation, ensuring that every customer feels heard, understood, and empowered.

Key Responsibilities

• Provide high‑quality, timely support to German‑speaking customers across multiple channels (email, chat, phone).
• Diagnose and resolve technical and functional issues, escalating to engineering or product teams when necessary.
• Document solutions and create clear, user‑friendly knowledge‑base articles that reduce future support volume.
• Analyze recurring problems, identify root causes, and collaborate with cross‑functional teams to implement permanent fixes.
• Contribute to the continuous improvement of support processes, tools, and metrics.
• Participate in on‑call rotations, ensuring coverage outside standard business hours with fair compensation.
• Act as a brand ambassador, embodying brighthush’s values of empathy, transparency, and proactive communication.
• Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Stay up‑to‑date with product updates, industry trends, and best practices in customer support.

Essential Qualifications

• Proven experience in customer‑facing roles within SaaS or e‑commerce environments.
• Fluent in German (professional working level, both spoken and written) and at least B2 level in English.
• Strong problem‑solving skills with a track record of turning complex issues into simple, actionable solutions.
• Excellent written and verbal communication skills, with the ability to translate technical jargon into everyday language.
• Empathy, emotional intelligence, and a genuine passion for delivering outstanding customer experiences.
• Self‑motivated, detail‑oriented, and comfortable working independently as well as part of a collaborative team.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk) and knowledge‑base platforms.
• Basic understanding of APIs and tools such as Postman is a plus.

Preferred Qualifications

• Experience with API troubleshooting and integration support.
• Familiarity with data analytics tools (e.g., Google Analytics, Mixpanel) to interpret customer behavior.
• Previous exposure to remote or hybrid work environments.
• Knowledge of agile methodologies and cross‑functional collaboration.

Skills & Competencies

• Technical Proficiency: Comfortable navigating SaaS dashboards, troubleshooting connectivity issues, and using diagnostic tools.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Analytical Thinking: Ability to dissect problems, identify patterns, and propose effective solutions.
• Adaptability: Thrive in a dynamic environment with evolving product features and customer needs.
• Collaboration: Work seamlessly with engineering, product, and sales teams to drive customer success.
• Time Management: Prioritize tickets, manage workload, and meet SLA targets.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Customer Support Specialist, you’ll have access to:

• Structured onboarding that covers product knowledge, support best practices, and company culture.
• Mentorship from senior support engineers and product managers.
• Regular training sessions on new features, industry trends, and soft‑skill development.
• Clear career pathways to roles such as Support Engineer, Customer Success Manager, or Product Specialist.
• Opportunities to lead projects, such as knowledge‑base revamps or process automation initiatives.

Work Environment & Culture

brighthush fosters a culture of openness, respect, and continuous improvement. You’ll join a small, close‑knit support team that values:

• Transparent communication and regular feedback loops.
• Work‑life balance, with flexible remote or hybrid options in Kraków or Warsaw.
• Inclusive decision‑making, where every voice is heard.
• Celebration of successes, both big and small.

Compensation, Perks & Benefits

While specific salary ranges are tailored to experience and location, brighthush offers a competitive package that includes:

• Competitive base salary with performance‑based bonuses.
• Full employment contract (UoP) with statutory benefits.
• Multisport card and private medical care to support your health and wellbeing.
• Paid on‑call duties outside standard working hours, with a predefined schedule.
• Generous paid time off and flexible holiday policies.
• Access to continuous learning resources, conferences, and certifications.
• Team‑building events, both virtual and in‑person.

How to Apply

If you’re ready to bring your German language skills, customer‑centric mindset, and technical curiosity to a vibrant, growth‑oriented team, we’d love to hear from you. Submit your application through the brighthush portal, and let’s explore how you can help shape the future of customer support.

Join brighthush today and become part of a company that values innovation, empathy, and the relentless pursuit of excellence.