Dynamic Bilingual eCommerce Customer Support Specialist – Remote (Burlington / Laval) – Join brighthush

About brighthush and the eCommerce Landscape

brighthush is a trailblazer in the wholesale and retail distribution sector, delivering high‑quality plumbing, HVAC/R, waterworks, and industrial solutions across Canada. In an era where digital commerce is reshaping how businesses connect with customers, brighthush is at the forefront of integrating cutting‑edge eCommerce platforms with world‑class customer service. Our mission is simple yet powerful: to empower our partners and end‑customers with seamless, responsive, and personalized online experiences.

Why This Role Matters

As the first point of contact for thousands of online shoppers, the eCommerce Customer Support Agent plays a pivotal role in safeguarding brand reputation, driving customer satisfaction, and ensuring operational excellence. Your expertise will directly influence repeat business, upsell opportunities, and the overall health of our digital storefront.

Key Responsibilities

• Customer Interaction: Deliver timely, accurate, and courteous support via phone, chat, and email to resolve product, order, and account inquiries.
• Issue Diagnosis & Resolution: Utilize brighthush’s eCommerce platform, back‑office tools, and knowledge base to troubleshoot technical glitches, payment issues, and shipping discrepancies.
• Account Management: Oversee user registrations, profile updates, password resets, and subscription changes while maintaining data integrity.
• Process Improvement: Identify recurring pain points, propose enhancements, and collaborate with cross‑functional teams (IT, Sales, Operations) to refine workflows.
• Quality Assurance: Adhere to service‑level agreements (SLAs), maintain high first‑contact resolution rates, and contribute to continuous improvement initiatives.
• Data Capture & Reporting: Log interactions accurately in the CRM, generate weekly metrics, and flag trends for senior management.
• Team Collaboration: Participate in daily stand‑ups, share best practices, and mentor new hires in the support squad.

Essential Qualifications

• Post‑secondary education (Associate’s degree or higher) or a minimum of 2 years of proven experience supporting eCommerce platforms.
• Fluency in both English and French (written and spoken) – bilingualism is a core requirement.
• Typing speed of at least 50 words per minute with high accuracy.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with web‑based ticketing systems.
• Strong analytical mindset with the ability to troubleshoot complex technical issues.
• Excellent interpersonal skills, empathy, and a customer‑centric attitude.
• Valid criminal record check (or equivalent background verification) to ensure compliance with industry standards.

Preferred Qualifications

• Experience with legacy systems such as AS400 and modern eCommerce platforms.
• Prior exposure to customer‑experience tools like brighthush Express and brighthush.
• Knowledge of Medallia (now brighthush) for gathering and analyzing customer feedback.
• Previous remote work experience with a proven track record of self‑management and discipline.
• Certifications in customer service, ITIL, or related fields.

Required Skills & Competencies

• Technical Proficiency: Comfortable navigating multiple software applications, troubleshooting connectivity issues, and interpreting system logs.
• Communication: Clear, concise, and professional communication across various channels.
• Problem‑Solving: Ability to deconstruct complex problems, identify root causes, and implement effective solutions.
• Time Management: Prioritize tasks, meet deadlines, and manage a high volume of tickets without compromising quality.
• Adaptability: Thrive in a fast‑paced environment, quickly learning new tools and processes.
• Team Player: Collaborate with colleagues across departments to deliver a unified customer experience.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As an entry‑level Customer Support Agent, you will have access to a structured career ladder that can lead to roles such as:

• Senior Customer Support Specialist
• Team Lead / Supervisor
• Process Improvement Analyst
• Product Support Engineer
• Customer Experience Manager

We invest heavily in professional development through:

• On‑the‑job training modules covering eCommerce best practices, product knowledge, and advanced troubleshooting.
• Mentorship programs pairing you with seasoned experts across the organization.
• Access to industry conferences, webinars, and certifications at no cost.
• Internal mobility opportunities that allow you to explore different functions within brighthush.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a relentless focus on customer delight. Even though this role is remote, you will be an integral part of a vibrant, cross‑functional team that values:

• Open communication channels via Slack, Teams, and weekly video check‑ins.
• Inclusive decision‑making where every voice is heard.
• A flexible work schedule that respects work‑life balance.
• Regular virtual team‑building events, hackathons, and wellness initiatives.

We celebrate diversity and encourage every team member to bring their authentic self to work. Your contributions will shape the future of our customer support strategy and help us maintain our position as a leader in the wholesale distribution industry.

Compensation & Benefits

• Competitive Salary: CAD 52,000 – 55,000 per year, commensurate with experience and performance.
• Performance Bonuses: Annual incentive plans tied to team and individual metrics.
• Retirement Plans: 401(k) matching up to 4 % of your salary.
• Paid Time Off: Generous vacation, sick leave, and personal days.
• Health & Wellness: Comprehensive medical, dental, and vision coverage.
• Professional Development: Tuition reimbursement for relevant courses and certifications.
• Remote Work Stipend: Monthly allowance to support home‑office setup.
• Employee Recognition: Quarterly awards, spot bonuses, and peer‑to‑peer shout‑outs.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re joining a mission to transform how businesses and consumers interact in the digital age. You’ll work with cutting‑edge technology, collaborate with passionate professionals, and see the tangible impact of your efforts on customer satisfaction and company growth.

How to Apply

Ready to elevate your career and make a real difference? Submit your resume and a brief cover letter highlighting your bilingual experience, eCommerce expertise, and why you’re excited about this role. We look forward to welcoming you to the brighthush family!