Dynamic Customer Support Specialist – Remote & On‑Site Shift Work, Career Growth Opportunities, Join brighthush Today

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re more than a recruitment partner – we’re a catalyst for career transformation and business excellence. With a 15‑year legacy in talent acquisition, we’ve partnered with global leaders to build high‑performing teams that drive measurable impact. Our mission is simple yet powerful: empower individuals to discover meaningful work while helping organizations cultivate teams that deliver exceptional customer experiences. As a Customer Support Specialist, you’ll be at the frontline of this mission, shaping the way customers interact with one of the world’s leading telecom operators through our dynamic BPO partnership. Whether you’re based in our modern Sofia or Plovdiv offices, or working from home, you’ll thrive in a culture that prizes flexibility, collaboration, and continuous learning.

Key Responsibilities – Your Day‑to‑Day Impact

• Multi‑Channel Customer Engagement: Deliver outstanding service across phone, email, chat, and social media, ensuring every interaction reflects brighthush’s commitment to professionalism and empathy.
• Rapid Issue Resolution: Respond to inquiries with speed and accuracy, achieving high satisfaction scores and first‑contact resolution rates.
• Brand Stewardship: Represent brighthush and our partner’s brand image positively, upholding the highest standards of integrity and confidentiality.
• Compliance & Quality Assurance: Follow established protocols, data protection guidelines, and quality metrics to maintain compliance and continuous improvement.
• Cross‑Functional Collaboration: Work closely with technical support, product, and account management teams to resolve complex issues and provide actionable feedback.
• CRM Mastery: Log detailed, accurate records of every customer interaction, ensuring data integrity and facilitating analytics.
• Training & Knowledge Sharing: Participate in ongoing training sessions, workshops, and knowledge‑sharing initiatives to stay ahead of product updates and industry trends.
• Shift Flexibility: Support dynamic scheduling, demonstrating reliability across evenings, weekends, and holidays.
• Continuous Improvement: Identify recurring pain points, propose solutions, and contribute to process enhancements.
• Mentorship & Onboarding: Share expertise with new hires, fostering a supportive learning environment.

Essential Qualifications – What We’re Looking For

• Fluency in English (written and spoken) with exceptional communication skills.
• Strong interpersonal skills and the ability to build rapport quickly with diverse customers.
• High empathy, patience, and a genuine desire to help others.
• Willingness to work flexible shifts, including evenings, weekends, and holidays.
• Positive attitude, self‑motivation, and a proactive problem‑solving mindset.
• Prior customer‑service or support experience is a plus, but not mandatory.
• Basic computer literacy and proficiency with CRM and ticketing systems.
• Bulgarian or EU citizenship, or local residency with a valid work permit.

Preferred Qualifications – Bonus Points

• Experience in a BPO or telecom environment.
• Familiarity with customer‑service metrics such as CSAT, NPS, and first‑contact resolution.
• Multilingual capabilities (e.g., Russian, German, French).
• Comfort with remote‑work tools like Zoom, Teams, and Slack.
• Exposure to quality‑assurance processes and continuous‑improvement methodologies.

Core Skills & Competencies – What Makes You Successful

• Communication Excellence: Clear, concise, and empathetic communication across all channels.
• Problem‑Solving: Diagnose issues quickly and propose effective solutions.
• Adaptability: Thrive in a fast‑changing environment with new technologies and evolving processes.
• Team Collaboration: Work seamlessly with colleagues across departments and time zones.
• Time Management: Prioritize tasks effectively while meeting SLA targets.
• Attention to Detail: Maintain accurate records and follow procedures meticulously.
• Customer‑Centric Mindset: Place the customer’s needs at the forefront of every interaction.

Career Growth & Learning Opportunities – Your Path at brighthush

At brighthush, career development is a partnership. We offer a structured ladder that can take you from Customer Support Specialist to Senior Specialist, Team Lead, Manager, and beyond. Your growth journey includes:

• Comprehensive onboarding covering product knowledge, customer‑service best practices, and company culture.
• Ongoing training programs: soft‑skill workshops, product certifications, and language courses.
• Mentorship from seasoned leaders committed to your professional growth.
• Regular performance reviews with clear, actionable feedback and personalized development plans.
• Opportunities to cross‑train in related roles such as technical support, quality assurance, or account management.
• Access to internal job boards and relocation assistance for those interested in exploring roles in other regions.

Work Environment & Company Culture – Why We’re Different

brighthush fosters a culture built on transparency, inclusivity, and innovation. Whether you’re working from our vibrant Sofia or Plovdiv offices or from home, you’ll experience:

• Flexible working hours that accommodate diverse lifestyles and time zones.
• A supportive team environment where ideas are welcomed and collaboration is encouraged.
• Regular team‑building events, both virtual and in‑person, to strengthen relationships.
• Open communication channels with leadership, ensuring your voice is heard.
• Employee resource groups celebrating diversity and promoting belonging.
• A focus on work‑life balance, with policies that support mental and physical well‑being.

Compensation, Perks, and Benefits – We Value Your Well‑Being

While specific figures may vary by location and experience, we offer a competitive package that includes:

• Base salary aligned with market rates and your experience.
• Performance‑based bonuses tied to individual and team metrics.
• Health and dental insurance coverage for you and your dependents.
• Life and disability insurance for peace of mind.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Meal vouchers or a monthly food allowance to keep you energized.
• Technology stipend for home‑office setups, including ergonomic chairs, monitors, and high‑speed internet.
• Paid time off: vacation, sick leave, and public holidays.
• Professional development budget for conferences, courses, and certifications.

Why Join brighthush? – The Brighthush Advantage

• Impact: Your work directly influences customer satisfaction and the success of a global partner.
• Growth: Structured career paths and continuous learning keep you moving forward.
• Flexibility: Choose between office, hybrid, or fully remote work.
• Culture: Inclusive, supportive, and collaborative environment that values every voice.
• Benefits: Comprehensive health coverage, wellness programs, and competitive compensation.

How to Apply – Take the Next Step

If you’re passionate about delivering outstanding customer experiences, thrive in a fast‑paced environment, and are ready to grow your career with a global partner, we want to hear from you. Please submit your CV in English, along with a brief cover letter that highlights your relevant experience and explains why you’re excited about this opportunity. Only shortlisted candidates will be contacted, and all applications will be treated with the utmost confidentiality.

Ready to take the next step? and join the brighthush family.