Dynamic Remote Bilingual Customer Support Specialist – French & English – Global CX Leader – Flexible Shift Options – Sofia, Bulgaria

About brighthush

brighthush is a global pioneer in the customer experience (CX) industry, redefining how brands connect with their audiences worldwide. With a vibrant community of over 170,000 associates spread across continents, we empower more than 750 of the globe’s most innovative and digital‑first brands to deliver unforgettable moments of customer delight. Our cutting‑edge CX solutions blend technology, data, and human empathy to create seamless, personalized journeys that resonate in the moments that matter most.

Based in Sofia, Bulgaria, brighthush is expanding its global footprint and is on the lookout for passionate, bilingual professionals who thrive in fast‑paced, high‑impact environments. If you’re ready to bring your French and English fluency to a world‑class team that values creativity, collaboration, and continuous growth, we want to hear from you.

Why brighthush?

Choosing brighthush means joining a forward‑thinking organization that values innovation, empathy, and excellence. You’ll be part of a team that is not only shaping the future of customer experience but also making a tangible impact on the lives of millions of customers worldwide. Our culture is built on trust, transparency, and a shared commitment to delivering outstanding service.

Your Role: Remote Bilingual Customer Support Specialist

As a Remote Customer Support Specialist at brighthush, you will be the frontline ambassador for our clients’ brands, ensuring every customer interaction is handled with professionalism, empathy, and efficiency. Your day‑to‑day will involve:

• Responding to a diverse array of consumer inquiries via phone, live chat, and email, delivering solutions that exceed expectations.
• Managing complex situations with composure, making real‑time decisions that align with our clients’ brand guidelines and operational KPIs.
• Providing clear, accurate information about products and services, while upselling or cross‑selling where appropriate to meet revenue targets.
• Escalating issues to the right internal teams when necessary, following predefined escalation paths and maintaining meticulous records.
• Analyzing customer needs to recommend the most suitable solutions, ensuring a personalized experience that drives loyalty.
• Navigating multiple systems simultaneously—CRM, knowledge bases, and ticketing platforms—to update records promptly and accurately.
• Collaborating with teammates across time zones, sharing best practices, and contributing to a culture of continuous improvement.

Key Responsibilities

• Handle high‑volume inbound and outbound customer interactions with a focus on quality and efficiency.
• Maintain a deep understanding of our clients’ product portfolios and service offerings.
• Track and report on key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Participate in ongoing training sessions to stay current on product updates, process changes, and new technologies.
• Actively contribute to the creation and refinement of knowledge base articles and FAQ content.
• Support team initiatives, including process improvement projects, quality assurance reviews, and cross‑functional collaboration.

Essential Qualifications

• Fluent in both French and English (C1 level or higher) with exceptional written and verbal communication skills.
• Prior experience in a contact center, customer support, or any customer‑facing role.
• Strong problem‑solving abilities and the capacity to think on your feet in dynamic situations.
• Excellent time‑management skills, with a proven track record of punctuality and reliability.
• Proficient computer literacy, comfortable navigating multiple software platforms and databases.
• Adaptability to rapid changes in products, processes, and technology environments.

Preferred Qualifications

• Experience working in a global or multicultural environment.
• Knowledge of CRM systems such as Salesforce, Zendesk, or HubSpot.
• Previous exposure to 24/7 shift work and flexible scheduling.
• Demonstrated ability to meet or exceed performance metrics in a high‑volume setting.

Skills & Competencies

To thrive in this role, you will need a blend of technical, interpersonal, and analytical skills:

• Communication Excellence: Ability to articulate complex information clearly and concisely in both French and English.
• Customer‑Centric Mindset: Passion for creating memorable experiences and turning challenges into opportunities.
• Technical Proficiency: Comfortable with CRM, ticketing, and knowledge‑base tools; quick to learn new platforms.
• Data‑Driven Decision Making: Comfortable interpreting metrics and using data to improve service quality.
• Adaptability & Resilience: Thrive under pressure, handle ambiguity, and maintain composure during high‑volume periods.
• Collaboration & Teamwork: Work effectively across cultures and time zones, sharing insights and best practices.

Career Growth & Learning

At brighthush, we believe that our people are our greatest asset. That’s why we offer a comprehensive suite of growth and development opportunities designed to help you thrive both professionally and personally.

• Structured onboarding program with mentorship from seasoned CX leaders.
• Access to a global learning platform featuring courses on customer psychology, advanced communication, and data analytics.
• Clear career pathways from Specialist to Senior Specialist, Team Lead, and beyond.
• Regular performance reviews with actionable feedback and personalized development plans.
• Opportunities to work on cross‑functional projects, expanding your skill set and visibility across the organization.

Work Environment & Culture

• Fully remote work model with flexible scheduling, including 24/7 shift options and part‑time availability.
• Collaborative, inclusive culture that celebrates diversity and encourages open dialogue.
• Regular virtual team‑building events, hackathons, and wellness challenges.
• Access to a digital “office” with tools for collaboration, knowledge sharing, and social connection.
• Commitment to work‑life balance, with generous paid time off and mental health resources.

Compensation & Perks

• Competitive base salary aligned with industry standards for remote bilingual support roles.
• Performance‑based bonuses tied to individual and team KPIs.
• Comprehensive benefits package, including additional healthcare coverage, dental and vision plans.
• Food vouchers, meal allowances, and a sports card discount program to keep you energized.
• Access to company‑sponsored charity initiatives, community service days, and internal competitions.
• Opportunity to participate in global training programs and conferences at no cost.

How to Apply

If you’re a bilingual professional with a passion for customer service, a knack for problem‑solving, and a desire to grow in a dynamic, global environment, we encourage you to apply. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush, and let’s start a conversation about how you can contribute to our mission of creating unforgettable customer moments.

All applications will be processed remotely. By applying, you consent to the collection, use, and storage of your personal data for recruitment purposes at brighthush.

We look forward to welcoming you to the brighthush family!

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