Customer Support Specialist – Remote & On‑Site Opportunities, Shift Work, Career Growth with brighthush

About brighthush

brighthush is a forward‑thinking recruitment partner that thrives on connecting talented individuals with world‑class employers. With a legacy of 15 years in the HR and talent‑acquisition space, we have built a reputation for delivering personalized, end‑to‑end support to both candidates and clients. Our mission is simple: to empower people to find meaningful work and to help companies build high‑performing teams that drive innovation.

In this role, you will be part of a dynamic partnership with a global business process outsourcing (BPO) company that serves as the local partner for a leading UK telecom operator. This collaboration offers you the chance to work with a multinational organization that values customer experience, operational excellence, and continuous improvement. Whether you choose to work from our modern offices in Sofia or Plovdiv, or from the comfort of your own home, you will be supported by a culture that values flexibility, collaboration, and professional growth.

Key Responsibilities

• Deliver exceptional customer service across multiple channels (phone, email, chat, and social media) while maintaining a courteous and professional tone.
• Respond to partner and client inquiries promptly, ensuring timely resolution and high satisfaction scores.
• Represent brighthush and our partner’s brand image positively in all interactions, upholding the highest standards of professionalism.
• Adhere to established communication protocols, guidelines, and policies, ensuring compliance with data protection and quality assurance requirements.
• Collaborate with cross‑functional teams (technical support, product, and account management) to resolve complex issues and provide feedback on process improvements.
• Maintain accurate and detailed records of customer interactions in the CRM system, ensuring data integrity and confidentiality.
• Participate in regular training sessions and knowledge‑sharing workshops to stay current on product updates, industry trends, and best practices.
• Support shift scheduling and coverage, demonstrating flexibility and reliability in a dynamic, fast‑paced environment.
• Contribute to continuous improvement initiatives by identifying recurring issues and proposing actionable solutions.
• Assist in onboarding new team members by sharing expertise and providing mentorship.

Essential Qualifications

• Fluency in English (written and spoken) with excellent communication skills.
• Strong interpersonal skills and the ability to build rapport with diverse customers quickly.
• High level of empathy, patience, and a genuine desire to help others.
• Ability to work flexible shifts, including evenings, weekends, and holidays as required.
• Positive attitude, self‑motivation, and a proactive approach to problem‑solving.
• Previous experience in a customer‑service or support role is a plus, but not mandatory.
• Basic computer literacy and proficiency with CRM and ticketing systems.
• Bulgarian or EU citizenship, or local residency with a valid work permit.

Preferred Qualifications

• Experience in a BPO or telecom environment.
• Knowledge of customer‑service metrics (CSAT, NPS, first‑contact resolution).
• Multilingual capabilities (e.g., Russian, German, French).
• Familiarity with remote‑work tools such as Zoom, Teams, and Slack.
• Prior exposure to quality‑assurance processes and continuous‑improvement methodologies.

Core Skills & Competencies

• Communication Excellence: Clear, concise, and empathetic communication across all channels.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Adaptability: Comfortable with change, new technologies, and evolving processes.
• Team Collaboration: Works well with colleagues across departments and time zones.
• Time Management: Prioritizes tasks effectively while meeting SLA targets.
• Attention to Detail: Maintains accurate records and follows procedures meticulously.
• Customer‑Centric Mindset: Places the customer’s needs at the forefront of every interaction.

Career Growth & Learning Opportunities

At brighthush, we believe that career development is a partnership. When you join our team, you’ll have access to a structured career ladder that can take you from Customer Support Specialist to Senior Specialist, Team Lead, Manager, and beyond. We provide:

• Comprehensive onboarding that covers product knowledge, customer‑service best practices, and company culture.
• Ongoing training programs, including soft‑skill workshops, product certifications, and language courses.
• Mentorship from experienced leaders who are committed to your professional growth.
• Regular performance reviews with clear, actionable feedback and personalized development plans.
• Opportunities to cross‑train in related roles such as technical support, quality assurance, or account management.
• Access to internal job boards and relocation assistance for those who wish to explore roles in other regions.

Work Environment & Company Culture

brighthush fosters a culture that values transparency, inclusivity, and innovation. Whether you’re working from our vibrant offices in Sofia and Plovdiv or from home, you’ll experience:

• Flexible working hours that accommodate different lifestyles and time zones.
• A supportive team environment where ideas are welcomed and collaboration is encouraged.
• Regular team‑building events, both virtual and in‑person, to strengthen relationships.
• Open communication channels with leadership, ensuring that your voice is heard.
• Employee resource groups that celebrate diversity and promote belonging.
• A focus on work‑life balance, with policies that support mental and physical well‑being.

Compensation, Perks, and Benefits

While specific figures may vary based on location and experience, we offer a competitive salary package that includes:

• Base salary commensurate with market rates and your experience.
• Performance‑based bonuses tied to individual and team metrics.
• Health and dental insurance coverage for you and your dependents.
• Life and disability insurance to provide peace of mind.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Meal vouchers or a monthly food allowance to keep you energized throughout the day.
• Technology stipend for home‑office setups, including ergonomic chairs, monitors, and high‑speed internet.
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development budget for conferences, courses, and certifications.

Why Join brighthush?

- Impact: Your work directly influences customer satisfaction and the success of a global partner.

- Growth: Structured career paths and continuous learning keep you moving forward.

- Flexibility: Choose between office, hybrid, or fully remote work.

- Culture: Inclusive, supportive, and collaborative environment that values every voice.

- Benefits: Comprehensive health coverage, wellness programs, and competitive compensation.

How to Apply

If you are passionate about delivering outstanding customer experiences, thrive in a fast‑paced environment, and are ready to grow your career with a global partner, we want to hear from you. Please submit your CV in English, along with a brief cover letter that highlights your relevant experience and why you’re excited about this opportunity. Only shortlisted candidates will be contacted, and all applications will be treated with the utmost confidentiality.

Ready to take the next step? and join the brighthush family.