Dynamic Bilingual Customer Experience Champion – English & French – Remote & On‑Site – Drive Global Satisfaction & Innovation at brighthush

About brighthush

brighthush is a trailblazing organization at the intersection of wellness, technology, and lifestyle. With a presence in over 30 countries, we empower individuals to live healthier, more balanced lives through cutting‑edge products and services. Our culture is built on curiosity, collaboration, and a relentless pursuit of excellence. Whether you’re working from a bustling city hub or a quiet home office, you’ll find a supportive environment that values your voice, encourages creativity, and rewards results.

Why Join brighthush?

At brighthush, every interaction is an opportunity to create lasting relationships. As a Bilingual Customer Experience Champion, you will be the linchpin of our customer journey, ensuring that every call, email, and chat reflects our commitment to quality, empathy, and innovation. In return, we offer a dynamic work environment, competitive compensation, and a wealth of professional development opportunities that help you grow while making a real impact.

Key Responsibilities

• Multilingual Support: Deliver exceptional service in both English and French across phone, email, and chat channels, handling inquiries, complaints, and technical issues with poise.
• Active Listening & Empathy: Engage customers with genuine care, accurately identify their needs, and respond with empathy and clarity.
• Problem Solving: Diagnose root causes, select the most effective resolution path, and ensure timely follow‑up to guarantee satisfaction.
• Brand Ambassadorship: Represent brighthush with professionalism, upholding our reputation for excellence and customer‑first values.
• Data Integrity & Documentation: Accurately record, update, and maintain all customer interactions in our CRM and ticketing systems, ensuring data quality and compliance.
• Continuous Improvement: Participate in quality assurance reviews, share insights, and contribute to process enhancements that elevate the overall experience.
• Cross‑Functional Collaboration: Work closely with product, technical support, and sales teams to resolve complex issues and relay customer feedback.
• Shift Flexibility: Adapt to a rotating shift schedule, including nights and weekends, to serve our global customer base.

Essential Qualifications

• High school diploma or equivalent (Baccalaureate).
• Fluency in English (C1 or higher) and French (strong spoken and written).
• 1–2 years of customer service or call‑center experience, preferably in a bilingual environment.
• Strong communication skills, with the ability to convey complex information clearly and concisely.
• Proven ability to remain calm, professional, and solution‑focused under pressure.
• Basic technical proficiency with CRM systems, ticketing platforms, and Microsoft Office Suite.
• Availability to work 44 hours per week on a rotating shift basis, including nights and weekends.

Preferred Qualifications

• Experience in NPS or CSAT initiatives, demonstrating a passion for customer satisfaction metrics.
• Background in wellness, mindfulness, or meditation—knowledge that aligns with brighthush’s product portfolio.
• Familiarity with call‑center metrics (e.g., average handle time, first‑contact resolution) and a track record of meeting or exceeding performance targets.
• Knowledge of ISO 9001 or similar quality management standards.
• Additional language skills or certifications in customer service best practices.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and a genuine desire to help customers succeed.
• Problem‑Solving: Analytical thinking, resourcefulness, and the ability to troubleshoot technical and non‑technical issues.
• Communication: Clear, concise, and persuasive verbal and written communication in both languages.
• Adaptability: Flexibility to handle changing priorities, new technologies, and evolving customer expectations.
• Team Player: Collaborative spirit, willingness to share knowledge, and support colleagues across functions.
• Time Management: Efficiently manage multiple cases, prioritize tasks, and meet deadlines in a fast‑paced environment.
• Data‑Driven: Ability to interpret metrics, identify trends, and recommend improvements.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Bilingual Customer Experience Champion, you’ll have access to:

• On‑the‑Job Training: Structured onboarding, role‑specific coaching, and continuous feedback loops.
• Certification Programs: Industry‑recognized certifications in customer service, technical support, and language proficiency.
• Mentorship: Pairing with senior customer experience leaders to guide your career path.
• Cross‑Functional Projects: Opportunities to collaborate on product enhancements, process redesign, and customer journey mapping.
• Leadership Tracks: Clear pathways to supervisory, team‑lead, or specialist roles within the customer experience domain.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, transparency, and empowerment. Our core values—Integrity, Innovation, Impact, and Collaboration—shape every decision and interaction. You’ll enjoy:

• Flexible Work Arrangements: Remote options, flexible hours, and a supportive work‑life balance.
• Diverse Team: A multicultural workforce that celebrates different perspectives and backgrounds.
• Wellness Initiatives: Access to mindfulness sessions, meditation apps, and wellness resources.
• Community Engagement: Volunteer opportunities, charity partnerships, and team‑building events.
• Recognition Programs: Regular awards, shout‑outs, and performance bonuses that celebrate your contributions.

Compensation & Benefits

While the exact figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base Salary: Market‑aligned, with regular reviews and adjustments.
• Performance Bonuses: Uncapped service bonuses tied to key metrics.
• Health & Wellness: Comprehensive private health insurance, dental coverage, and wellness stipends.
• Retirement Plans: Contributions to a retirement savings plan with company matching.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Transportation Allowance: Support for commuting, especially for late‑shift workers.
• Professional Development: Reimbursement for courses, certifications, and conferences.

How to Apply

If you’re ready to bring your bilingual expertise, customer‑first attitude, and passion for excellence to brighthush, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Join us in shaping the future of customer experience and making a meaningful impact on our global community.

Equal Opportunity Statement

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.