Dynamic Bilingual Customer Service Representative – Remote, Multilingual Support & Growth Opportunities at brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers businesses worldwide with cutting‑edge SaaS, MarTech, and B2B solutions. Our mission is to illuminate the path to digital transformation for our clients, helping them unlock new revenue streams, streamline operations, and deliver unforgettable customer experiences. With a global footprint that spans North America, Europe, and Latin America, we pride ourselves on a culture of innovation, collaboration, and continuous learning.

As we expand our footprint, we’re looking for a versatile, professional Bilingual Customer Service Representative to become the voice of brighthush. Whether you’re dialing into a support call or crafting a thoughtful response in a chat window, you’ll be the primary point of contact for a diverse, international customer base. Your role will be pivotal in ensuring that every interaction reflects the high standards of service that brighthush is known for.

Key Responsibilities

• Customer Support Excellence: Provide timely, accurate, and empathetic assistance to customers in both English and Spanish across multiple channels—phone, email, live chat, and social media.
• Issue Resolution: Diagnose and resolve technical, billing, and product‑related inquiries, escalating complex issues to the appropriate internal teams while maintaining a clear line of communication with the customer.
• Product Knowledge: Maintain an in‑depth understanding of brighthush’s SaaS offerings, MarTech integrations, and B2B service suites to deliver informed guidance and upsell opportunities.
• Documentation & Knowledge Base: Contribute to the creation and refinement of support documentation, FAQs, and knowledge‑base articles to empower customers and reduce repeat inquiries.
• Data Accuracy: Log all customer interactions, actions taken, and follow‑up tasks in our CRM and ticketing system with meticulous attention to detail.
• Continuous Improvement: Participate in regular feedback loops, share insights on common pain points, and collaborate with product and engineering teams to enhance the customer experience.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as first‑contact resolution, average handle time, customer satisfaction scores, and net promoter score (NPS).
• Team Collaboration: Work closely with cross‑functional teams—including Sales, Product, and Marketing—to ensure a seamless handoff and consistent messaging across all customer touchpoints.

Essential Qualifications

• Fluency in both English and Spanish (written and spoken) with a strong command of business terminology.
• Minimum of 2 years of experience in a customer support or technical support role, preferably within SaaS, MarTech, or B2B service environments.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and ticketing systems (e.g., Zendesk, Freshdesk).
• Strong problem‑solving skills and the ability to think critically under pressure.
• Excellent written and verbal communication skills, with a knack for simplifying complex concepts.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a fast‑paced, remote setting.
• Reliable high‑speed internet connection, a quiet workspace, and a modern headset or webcam.
• Availability to work flexible hours, including occasional evenings or weekends, to support a global customer base.

Preferred Qualifications

• Experience working as an independent contractor or in a freelance capacity.
• Background in sales or account management, with a proven track record of upselling or cross‑selling.
• Knowledge of marketing automation tools (e.g., Marketo, Pardot) and analytics platforms.
• Experience with multilingual support teams or multicultural customer segments.
• Certification in customer service or a related field (e.g., CompTIA A+, ITIL).

Skills & Competencies

• Technical Aptitude: Comfortable navigating web applications, troubleshooting connectivity issues, and guiding users through software workflows.
• Empathy & Patience: Ability to remain calm and supportive, even when dealing with frustrated or complex customer scenarios.
• Time Management: Efficiently balance high call volumes with quality service delivery.
• Adaptability: Thrive in a dynamic environment where product features and customer needs evolve rapidly.
• Collaboration: Work effectively with remote teams across time zones, leveraging collaboration tools such as Slack, Teams, or Zoom.
• Analytical Thinking: Identify patterns in support tickets to anticipate common issues and propose proactive solutions.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Bilingual Customer Service Representative, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your mastery of our products and support processes.
• Regular training sessions on new features, industry trends, and best practices in customer experience.
• Opportunities to transition into specialized roles—such as Technical Support Engineer, Customer Success Manager, or Product Specialist—based on your interests and performance.
• Participation in cross‑functional projects that expose you to sales, marketing, and product development, broadening your skill set and professional network.
• Access to an internal learning portal featuring courses, webinars, and certifications in SaaS, MarTech, and customer service excellence.

Work Environment & Company Culture

brighthush is built on a foundation of trust, autonomy, and collaboration. As a remote, independent contractor, you’ll enjoy:

• Full flexibility to design your workspace and schedule, while staying connected to a vibrant, global team.
• Regular virtual team gatherings, knowledge‑sharing sessions, and informal “coffee chats” to foster camaraderie.
• A culture that celebrates diversity, inclusivity, and the unique perspectives each team member brings.
• Transparent communication channels, ensuring you’re always informed about company initiatives, product updates, and strategic goals.
• Recognition programs that reward outstanding performance, innovative ideas, and collaborative spirit.

Compensation & Benefits

While the exact compensation will be discussed during the interview process, brighthush offers a competitive, performance‑based remuneration package that includes:

• Competitive hourly or project‑based rates aligned with industry standards for bilingual support professionals.
• Performance bonuses tied to key metrics such as customer satisfaction, resolution time, and upsell contributions.
• Access to a comprehensive benefits portal featuring health, dental, and vision plans (for eligible contractors), as well as mental health resources.
• Professional development stipend to support certifications, conferences, or courses that enhance your expertise.
• Flexible work arrangements, including the ability to choose your own hours within agreed service windows.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re becoming a key player in a company that’s redefining how businesses connect with their customers. You’ll:

• Engage with a global customer base that spans multiple industries and cultures.
• Work alongside passionate professionals who are dedicated to innovation and excellence.
• Contribute directly to the success of our clients, seeing the tangible impact of your support on their growth.
• Benefit from a culture that values autonomy, continuous learning, and a healthy work‑life balance.

Ready to Make an Impact?

If you’re a bilingual professional who thrives in a fast‑paced, remote environment and is eager to help customers succeed, we want to hear from you. Join brighthush and help us illuminate the future of customer experience.

Apply Today and become a vital part of our mission to empower businesses worldwide. .