Dynamic Bilingual Customer Success Specialist (English & French) – Remote Canada – FinTech Innovation Leader brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re not just building a payment platform; we’re redefining the way people shop, pay, and experience retail in the digital age. Our mission is simple yet powerful: to empower the next generation of consumers with seamless, interest‑free installment plans that make shopping smarter, more accessible, and truly enjoyable. By blending cutting‑edge technology with a customer‑first mindset, we’re creating a shopping journey that feels less like a transaction and more like a partnership.

As a rapidly growing FinTech, brighthush is on a mission to transform the retail experience for millions of shoppers and merchants worldwide. We’re looking for passionate, driven individuals who thrive in a fast‑paced, collaborative environment and who want to be part of a team that’s constantly pushing the boundaries of what’s possible.

About the Role: Your Opportunity to Shape the Future of Customer Success

We’re seeking a Bilingual Customer Success Specialist who excels in both English and French, and who brings a blend of high IQ and high EQ to every interaction. In this role, you’ll be the frontline advocate for our customers, ensuring they receive clear, concise, and empathetic support across multiple channels. Your work will directly influence product improvements, help drive customer satisfaction, and contribute to the overall success of brighthush’s mission.

Key Responsibilities

• Deliver prompt, detailed, and empathetic support to customers via email, live chat, and phone.
• Provide clear, step‑by‑step guidance on using brighthush’s services, translating technical details into user‑friendly language.
• Handle inquiries ranging from basic account questions to complex troubleshooting scenarios.
• Build trust and rapport with customers, becoming a reliable point of contact for their needs.
• Collect and analyze customer feedback, and relay actionable insights to Product and Development teams.
• Act as a customer advocate, identifying pain points and proposing solutions that enhance the overall experience.
• Collaborate with cross‑functional teams to drive continuous improvement in processes, tools, and product features.
• Maintain a deep understanding of brighthush’s product suite, staying up‑to‑date with new releases and updates.
• Participate in ongoing training and professional development to sharpen technical and soft‑skill competencies.

Essential Qualifications

• Fluent in written and spoken English and French.
• 3+ years of experience in a high‑volume customer support environment, preferably in FinTech or SaaS.
• Proven track record of delivering exceptional customer service across email, phone, and live chat.
• Strong verbal and written communication skills, with the ability to explain complex concepts simply.
• Excellent multitasking abilities, managing multiple tickets and priorities simultaneously.
• Self‑motivated, detail‑oriented, and capable of working independently in a remote setting.
• Experience with customer support platforms such as brighthush, brighthush, or brighthush is a plus.
• Bachelor’s degree or equivalent combination of education and experience.

Preferred Qualifications & Skills

• Background in FinTech or retail technology, with an understanding of payment flows and installment plans.
• Experience troubleshooting software or web‑based applications.
• Knowledge of data analytics tools and the ability to interpret customer metrics.
• Strong problem‑solving mindset, with a passion for digging into system details to resolve issues.
• High emotional intelligence, demonstrating empathy, active listening, and respectful communication.
• Comfortable working in a fast‑moving environment, adapting quickly to new processes and priorities.
• Proactive attitude, with a willingness to suggest innovative solutions and improvements.

Skills & Competencies for Success

• Communication Excellence: Ability to convey complex information in a clear, concise, and friendly manner across written and verbal channels.
• Technical Acumen: Comfortable navigating web‑based tools, troubleshooting software issues, and using data dashboards to track performance.
• Customer‑Centric Mindset: A genuine passion for helping people, coupled with a proactive approach to identifying and solving pain points.
• Adaptability & Resilience: Thrive in a dynamic environment where priorities shift quickly and new challenges arise daily.
• Collaboration & Influence: Work effectively with product, engineering, marketing, and sales teams to advocate for customer needs and drive continuous improvement.
• Time Management: Prioritize tasks, manage multiple tickets, and meet or exceed response time and resolution metrics.

Career Growth & Learning Opportunities

At brighthush, we believe that great talent deserves an environment that nurtures growth, creativity, and well‑being. Here’s what you can expect when you become part of our team:

Career Advancement

We’re building a dynamic organization where talent is recognized and rewarded. As a Customer Success Specialist, you’ll have clear pathways to advance into senior support roles, team lead positions, or cross‑functional roles in Product, Engineering, or Marketing. We invest in your professional development through mentorship, training programs, and access to industry conferences.

Learning & Development

• Structured onboarding program spanning 3–4 weeks, ensuring you’re fully equipped to succeed.
• Continuous learning opportunities, including technical workshops, soft‑skill training, and certifications.
• Regular knowledge‑sharing sessions with product and engineering teams to keep you at the forefront of our technology.
• Access to an internal knowledge base and community forums where you can collaborate and learn from peers.

Work Environment & Culture

Our culture is built on collaboration, transparency, and a shared commitment to customer delight. Working remotely from Canada, you’ll enjoy:

• Fixed shift schedule aligned with Central Standard Time, ensuring predictable work hours.
• Full availability during the first two months, with a structured training plan and no vacation approvals during this period.
• A supportive team that values open communication, constructive feedback, and mutual respect.
• Regular virtual team events, hackathons, and brainstorming sessions that foster creativity and camaraderie.

Compensation & Benefits

We offer a competitive compensation package designed to reward your expertise and dedication:

• Hourly rate: $22 CAD per hour (competitive within the Canadian FinTech market).
• Performance‑based bonus structure tied to customer satisfaction metrics and team goals.
• Comprehensive benefits package, including:
• Life, LTD, medical, dental, and vision insurance.
• Highly discounted gym membership.
• RRSP with employer match.
• Volunteer hours and sabbatical options to support work‑life balance.
• Additional perks: flexible work‑from‑home setup, collaborative tools, and a culture that celebrates innovation.

What Makes Working at brighthush Awesome?

Beyond the tangible benefits, brighthush offers an environment where you can truly make an impact:

• Be part of the fastest‑growing FinTech, influencing millions of shoppers and merchants.
• Collaborate with a team of motivated, driven individuals who are passionate about technology and customer experience.
• Enjoy a culture that values high standards, calculated risk‑taking, and continuous improvement.
• Contribute to a product that’s changing the way people shop, with real, measurable impact on merchant sales and customer satisfaction.

How to Apply

If you’re ready to bring your bilingual customer support expertise to a forward‑thinking FinTech, we’d love to hear from you. Submit your application today and join the brighthush team.

Our Commitment to Your Privacy

At brighthush, we respect your privacy. All information you share during the application process is handled in accordance with our Employee Privacy Policy. We encourage you to review the policy to understand how your data is collected, used, and protected.