Dynamic Bilingual Customer Support Specialist (English & Spanish) – Champion User Experience & Accelerate Growth at brighthush

Welcome to brighthush – Where Innovation Meets Customer Delight

At brighthush, we’re not just building software; we’re crafting the future of business operations. Our all‑in‑one SaaS platform empowers companies to streamline everything from aerial roof measurements to digital sales proposals, turning complex workflows into seamless, data‑driven experiences. With a focus on speed, accuracy, and customer obsession, we’ve helped sales teams close deals faster and scale without friction. As a high‑growth, purpose‑driven startup, we blend the agility of a small team with the resources of a well‑capitalized company, giving you the chance to make a real impact while enjoying the stability of a strong financial foundation.

Why Your Voice Matters in Our Customer Support Team

Customer support at brighthush is more than ticket resolution – it’s the heartbeat of our product. Every interaction you handle shapes how our users perceive the brand, influences product roadmaps, and drives our growth metrics. As a bilingual specialist fluent in English and Spanish, you’ll be the frontline ambassador, turning challenges into opportunities and ensuring every customer feels heard, understood, and empowered.

Key Responsibilities – What You’ll Do Every Day

• Multichannel Support Excellence: Deliver top‑tier assistance via live phone, chat, and email, ensuring consistent quality across all touchpoints.
• Technical Troubleshooting: Diagnose and resolve complex product and technical issues, using diagnostic tools and knowledge bases to provide clear, actionable solutions.
• Product Evangelism: Stay current on new releases, feature updates, and internal best practices, becoming a living repository of product knowledge.
• Ticket Lifecycle Management: Track, document, and close support tickets in our CRM, maintaining meticulous records that feed into our analytics and knowledge base.
• Cross‑Functional Collaboration: Partner with Sales, Customer Success, Onboarding, and Product teams to create holistic solutions and close feedback loops.
• Process Improvement Champion: Identify recurring pain points, propose actionable enhancements, and influence product and support workflows to reduce future volume.
• Continuous Learning Advocate: Share insights, mentor peers, and contribute to internal training materials, fostering a culture of growth.
• On‑Call & Holiday Coverage: Participate in a rotating on‑call schedule, ensuring 24/7 support for our global customer base.

Essential Qualifications – What We Expect

• 1–3 years of bilingual customer support experience in a SaaS or tech environment.
• Fluent in English and Spanish, with exceptional written and verbal communication skills.
• Proven ability to manage high‑volume interactions with patience, empathy, and professionalism.
• Strong technical troubleshooting skills, comfortable using diagnostic tools and providing clear, actionable guidance.
• Excellent organizational skills and meticulous attention to detail in ticket documentation.
• Thrives in a fast‑paced, evolving startup culture with shifting priorities and rapid product iterations.

Preferred Qualifications – Bonus Points

• Experience with Intercom, Zendesk, or similar customer support platforms.
• Background in sales or account management, offering a holistic view of the customer lifecycle.
• Knowledge of CRM best practices and the ability to translate customer feedback into product insights.
• Remote work experience with distributed teams, proficient in Slack, Teams, Zoom, and other collaboration tools.
• Passion for continuous learning – certifications in customer support, product management, or related fields are a plus.

Skills & Competencies – What Makes You Stand Out

• Exceptional Communication: Active listening, clear articulation, and empathy across cultures.
• Problem‑Solving Mindset: Turning challenges into opportunities and driving solutions.
• CRM & Ticketing Proficiency: Mastery of ticketing systems with a focus on data accuracy.
• Multitasking & Prioritization: Managing time effectively in a dynamic environment.
• Cross‑Functional Collaboration: Working seamlessly with engineering, product, and sales.
• Adaptability & Resilience: Thriving under pressure and learning from feedback.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we invest in our people. As a Customer Support Specialist, you’ll have a clear trajectory to:

• Senior support roles or team lead positions, guiding the next generation of support talent.
• Transition into Product Management or Customer Success, leveraging your deep customer insights.
• Participate in our mentorship program, pairing you with senior leaders across the organization.
• Attend industry conferences, webinars, and workshops – we cover travel and registration costs.
• Contribute to the development of our knowledge base, training modules, and support playbooks.
• Receive quarterly performance reviews with actionable feedback and clear metrics.

Work Environment & Company Culture – What It’s Like to Be at brighthush

brighthush is a remote‑first company that values flexibility, transparency, and a healthy work‑life balance. Our culture is built on:

• Open Communication: Regular all‑hands meetings and a culture that encourages feedback at all levels.
• Data‑Driven Decision Making: Every initiative is backed by metrics and customer insights.
• Inclusivity & Belonging: Celebrating diversity and fostering an environment where everyone can thrive.
• Innovation: Rewarding creative problem solving and experimentation.
• Community: Virtual coffee chats, quarterly retreats, and team‑building activities that strengthen relationships.

Compensation & Benefits – What We Offer

We provide a competitive salary range of $50,000 – $57,500 CAD, with potential for performance‑based bonuses and equity opportunities. In addition to a comprehensive benefits package, you’ll enjoy:

• Unlimited paid time off (PTO) – recharge on your terms.
• Company‑wide paid shutdown for the week between Christmas and New Years.
• Flexible work hours – start times from 12 PM EST/9 AM PST to 1 PM EST/10 AM PST, with rotating holiday coverage.
• Home office stipend and internet/phone allowance.
• Health, dental, and vision coverage (80% employer‑paid in the U.S., 100% in Canada).
• RRSP/401(k) match and generous parental leave policy.
• Annual company retreat and team‑building activities.
• Weekly Friday paydays for a quick cash flow boost.
• Access to an internal learning platform with courses on product, sales, and soft skills.

Ready to Make an Impact? How to Apply

We’re excited to hear from passionate, bilingual professionals who are eager to help customers succeed and grow alongside brighthush. Submit your application through our official careers portal. We review every application personally and ensure a human‑centered interview process – no bots, just real conversations.

Join us and be part of a team that’s redefining the future of business technology. Your voice, expertise, and dedication will shape the next generation of customer experiences at brighthush.