Dynamic Bilingual Customer Experience Specialist – Multilingual Support, Data‑Driven Insights, and Global E‑Commerce Excellence at brighthush

About brighthush

brighthush is a pioneering force in the e‑commerce and on‑demand delivery landscape, seamlessly connecting millions of shoppers, retailers, and advertisers through a technology‑driven ecosystem. Our mission is to make every interaction—whether it’s a quick grocery run, a last‑minute gift, or a bulk order for a local business—feel effortless, reliable, and personal. With a culture rooted in curiosity, collaboration, and continuous improvement, brighthush isn’t just a company; it’s a vibrant community of innovators redefining how people shop, work, and connect worldwide.

Why Join the brighthush Customer Experience Team?

At the core of brighthush’s success lies our Customer Experience (CX) team. We are the frontline ambassadors who translate data insights into real‑world solutions, ensuring that every consumer, shopper, retailer, and advertiser feels heard, valued, and supported. If you thrive on turning challenges into opportunities, excel in a fast‑paced, metrics‑driven environment, and enjoy collaborating across product, engineering, and operations, this role is your gateway to making a tangible impact.

Key Responsibilities

• Live Customer Support: Handle a high volume of live contacts—phone, chat, and email—throughout your scheduled shifts, delivering clear, empathetic, and efficient assistance.
• Complex Workflow Navigation: Execute intricate processes using our proprietary tools, policies, and knowledge base to resolve a wide spectrum of order and account issues.
• Edge‑Case Resolution: Follow documented procedures meticulously, seek guidance when necessary, and elevate issues to the appropriate teams when they fall outside standard paths.
• Root‑Cause Investigation: Conduct thorough reviews of customer histories, order details, and prior interactions to ensure accurate and fair outcomes.
• Documentation & Transfer: Create internal transfer tickets and maintain detailed, clear notes so downstream teams have the context needed for swift resolution.
• Process Improvement: Identify patterns, pain points, and gaps in day‑to‑day operations, and provide concrete suggestions and recommendations to supervisors and pillar leadership.
• Team Leadership: Act as a positive team player and informal leader by modeling best practices, sharing insights, and fostering a supportive, inclusive environment.
• Issue Escalation: Surface emerging operational challenges—such as tooling bugs, policy ambiguities, or contact spikes—to leadership promptly with actionable examples.

Essential Qualifications

• Education: High school diploma or equivalent (some college or specialized training is a plus).
• Experience: Minimum 1+ year in a customer‑facing role (support, retail, hospitality, call center, etc.) with a proven track record of delivering outstanding service.
• Language Proficiency: Fluency in Spanish, both spoken and written.
• Live Contact Comfort: Ability to handle live contacts for the majority of your shift in a fast‑paced, metrics‑driven environment.
• Communication Skills: Exceptional written and verbal communication, including clear documentation of cases and transfers, meticulous attention to detail, and adherence to established workflows.
• Problem‑Solving Mindset: Strong analytical skills to investigate issues, interpret account/order details, and make sound judgments within policy boundaries.
• Emotional Intelligence: Resilience and empathy when dealing with upset or frustrated customers and complex situations.
• Technical Proficiency: Comfortable navigating multiple systems, CRM tools, browser‑based applications, and common productivity tools such as Google Workspace.
• Schedule Flexibility: Availability for evenings, weekends, and holidays as required by business needs.
• Tech Adoption: Willingness to work with AI‑assisted tools and embrace new technologies that enhance customer support workflows and drive efficiency.

Preferred Qualifications

• Experience in a contact center or multi‑channel support environment (phone, chat, email).
• Prior exposure to complex, policy‑heavy workflows (e.g., financial services, logistics, e‑commerce, or marketplaces).
• Familiarity with CRM and contact center tools such as Salesforce, Genesys/Ujet, Zendesk, or similar platforms.
• Demonstrated ability to surface trends or issues to leadership and propose actionable improvements.
• Proven track record of collaborating with teammates, sharing best practices, and providing peer support or informal mentorship.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine desire to help people and a commitment to delivering a world‑class experience.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and recommend data‑driven solutions.
• Adaptability: Thrive in a dynamic environment where priorities shift quickly and new tools are introduced regularly.
• Collaboration: Work effectively with cross‑functional teams—product, engineering, operations—to surface insights and drive change.
• Time Management: Prioritize tasks, meet SLA targets, and maintain high quality under pressure.
• Continuous Learning: Seek feedback, stay updated on industry trends, and pursue professional development opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Bilingual Customer Experience Specialist, you will:

• Gain exposure to the full spectrum of our customer journey, from first contact to resolution.
• Participate in cross‑functional projects that shape product roadmaps and operational strategies.
• Access internal learning paths, including advanced customer support techniques, data analytics, and leadership development.
• Earn certifications in CRM platforms, AI‑powered support tools, and industry best practices.
• Progress into senior CX roles, team lead positions, or specialized tracks such as CX Analytics, Process Improvement, or Customer Success.

Work Environment & Company Culture

brighthush fosters a culture that celebrates diversity, inclusion, and innovation. You’ll find:

• A collaborative, flat‑hierarchy structure where ideas from every level are valued.
• Regular town‑hall meetings, hackathons, and “innovation days” that encourage creative problem‑solving.
• Flexible work arrangements, including remote options and flexible scheduling to support work‑life balance.
• A vibrant community of teammates who champion each other’s success and celebrate milestones together.
• Commitment to sustainability, with initiatives that reduce our carbon footprint and support local communities.

Compensation, Perks, and Benefits

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

• Base salary commensurate with industry standards and your experience level.
• Performance‑based bonuses tied to individual and team metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to help you plan for the future.
• Generous paid time off, including vacation, sick leave, and paid holidays.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.
• Continuous learning stipend for courses, certifications, and conferences.
• Wellness programs, including mental health resources, gym memberships, and mindfulness sessions.
• Flexible work arrangements and remote work options to accommodate diverse lifestyles.

How to Apply

Ready to bring your bilingual expertise, customer‑centric mindset, and data‑driven approach to brighthush? Click the link below to submit your application and join a team that values innovation, collaboration, and the relentless pursuit of excellence.