Dynamic Bilingual Customer Support Specialist – English & Spanish – Remote, Full‑Time – Champion of Member Experience and Financial Empowerment

Welcome to brighthush – Where Financial Confidence Begins

At brighthush, we’re redefining what it means to feel secure about money. Our mission is simple yet powerful: democratize financial education, tools, and support so that every individual and family can move from uncertainty to confidence. By marrying cutting‑edge technology with data‑driven insights and a human‑centric approach, we empower members to make smarter money decisions and build lasting financial wellbeing.

As a fast‑growing, customer‑first organization, we thrive on collaboration, continuous learning, and relentless innovation. Our remote‑first culture means that talented professionals across the United States can work from anywhere, while staying connected through robust digital collaboration tools. At brighthush, every team member is encouraged to bring fresh ideas, and we celebrate diversity, inclusion, and the unique perspectives that each individual contributes.

Role Overview

We’re looking for a highly motivated, bilingual Customer Support Specialist to become the frontline advocate for our members. In this role, you’ll be the voice that turns a member’s frustration into a solution, the bridge that connects our product teams to real‑world feedback, and the champion that upholds our reputation for outstanding service. You’ll work remotely, collaborate with cross‑functional teams, and play a pivotal role in continuously improving our support processes.

Key Responsibilities

• Member Interaction: Handle inbound calls, chats, and emails from English‑ and Spanish‑speaking members, delivering timely, accurate, and friendly assistance.
• Appointment Coordination: Schedule and confirm appointments with members, internal teams, and external partners, ensuring all details are captured accurately in our CRM.
• Documentation & Reporting: Record all member interactions, actions taken, and follow‑ups in our CRM system, maintaining data integrity and compliance with privacy standards.
• Problem Resolution: Identify root causes of member issues, troubleshoot solutions, and, when necessary, escalated to higher‑level support or product teams.
• Process Improvement: Provide feedback on recurring issues and suggest enhancements to support workflows, knowledge bases, and training materials.
• Team Collaboration: Participate in daily stand‑ups, weekly reviews, and cross‑functional meetings to share insights and align on priorities.
• Quality Assurance: Review and audit support tickets to ensure compliance with brand guidelines, accuracy, and customer satisfaction metrics.
• Continuous Learning: Engage in ongoing training sessions, product updates, and industry best practices to stay ahead of member needs.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Communications, Business, or a related field is a plus.
• Minimum of 2 years of customer service or call center experience, preferably in a remote environment.
• Fluency in both English and Spanish (written and spoken). Bilingual proficiency must be demonstrated through prior work experience or formal certification.
• Strong communication skills, with the ability to convey complex information clearly and empathetically.
• Proficiency in data entry and CRM usage (e.g., Salesforce, Zendesk, or similar platforms).
• Self‑motivated, organized, and able to work independently while maintaining high productivity.
• Excellent problem‑solving skills and a proactive approach to resolving member concerns.

Preferred Qualifications

• Experience in the financial services or fintech industry.
• Knowledge of financial products, budgeting tools, or credit education.
• Experience with multilingual support tools and translation workflows.
• Familiarity with remote collaboration tools such as Slack, Microsoft Teams, or Zoom.
• Previous exposure to quality assurance metrics and performance dashboards.
• Certification in customer service excellence or related fields.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional member experiences and a genuine desire to help people improve their financial wellbeing.
• Technical Aptitude: Comfortable navigating multiple software platforms, troubleshooting basic technical issues, and learning new tools quickly.
• Time Management: Ability to juggle multiple tasks, prioritize effectively, and meet deadlines in a fast‑paced environment.
• Adaptability: Thrive in a dynamic setting where processes and priorities evolve rapidly.
• Collaboration: Work seamlessly with cross‑functional teams, including product, engineering, and marketing, to drive continuous improvement.
• Analytical Thinking: Translate member feedback into actionable insights for product and process enhancements.
• Empathy & Emotional Intelligence: Understand member emotions and respond with genuine care and professionalism.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you will have the opportunity to:

• Progress to a Senior Support Specialist or Team Lead role, taking on greater responsibility for coaching and mentoring new hires.
• Transition into product or project management roles by leveraging your deep understanding of member needs and pain points.
• Participate in ongoing training programs, including language enrichment, financial literacy workshops, and leadership development courses.
• Attend virtual conferences, webinars, and industry events to stay ahead of emerging trends in customer experience and fintech.
• Earn certifications in customer service, product management, or fintech that enhance your professional profile.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere in the United States, as long as you have a reliable internet connection and a quiet workspace. We foster a supportive, inclusive environment where every voice is heard:

• Weekly virtual coffee chats and team building activities.
• Open‑door policy with leadership, encouraging transparent communication.
• Flexible scheduling to accommodate different time zones and personal commitments.
• Recognition programs that celebrate achievements, milestones, and innovative ideas.
• Community outreach initiatives that let you give back to local communities.

Compensation, Perks, and Benefits

We offer a competitive base salary of $37,440 per year, commensurate with experience and performance. In addition to your base pay, you will enjoy:

• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and personal days) that accrues monthly.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs, including virtual fitness classes and mental health resources.
• Access to our proprietary financial wellbeing tools and resources, available to you and your family.
• Flexible work hours and a fully remote setup to support work‑life balance.
• Monthly stipend for home office equipment and high‑speed internet.

Why Join brighthush?

When you become part of the brighthush family, you’re not just filling a role—you’re contributing to a mission that matters. You’ll:

• Help thousands of members gain confidence in their financial decisions.
• Work alongside passionate professionals who value innovation and impact.
• Enjoy a flexible, remote work setup that supports work‑life balance.
• Grow your career in a company that rewards initiative, creativity, and results.
• Be part of a culture that celebrates diversity, inclusion, and continuous learning.

How to Apply

Ready to make a difference? Submit your application through the link below. We look forward to learning how your skills, experience, and passion align with our vision for a brighter financial future.