Dynamic Remote Bilingual Customer Support Specialist (Thai & English) – Music Streaming Platform – Global Customer Success Team
About brighthush
brighthush is a trailblazing global customer experience services provider that partners with some of the most iconic brands in music, media, travel, and technology. With a fully remote workforce spanning more than 90 countries, we empower our clients to deliver world‑class support, moderation, and community engagement. Our culture is built on collaboration, continuous learning, and a shared passion for creating memorable customer journeys.
Why This Role Is a Game‑Changer
Imagine being the first point of contact for millions of music lovers worldwide, helping them navigate account settings, billing questions, and technical hiccups—all while speaking their native language. In this role, you’ll be the voice that turns a frustrated user into a loyal fan, ensuring that every interaction reflects the high standards of brighthush and our partner music streaming platform.
Key Responsibilities
- Multi‑Channel Support: Handle inbound messaging in Thai and English across chat, email, and social media platforms.
- Issue Resolution: Diagnose and resolve account, billing, and technical issues using detailed workflows and knowledge base resources.
- Concurrent Conversations: Manage 5–6 simultaneous chat conversations while maintaining accuracy and professionalism.
- System Navigation: Switch seamlessly between multiple customer relationship management (CRM) tools, ticketing systems, and internal knowledge bases.
- Process Improvement: Identify recurring pain points and collaborate with product and engineering teams to refine support processes.
- Compliance & Quality: Adhere to brand guidelines, data privacy regulations, and quality assurance metrics.
- Continuous Learning: Complete language proficiency assessments and stay updated on platform features and policy changes.
What a Typical Shift Looks Like
- Handle 5–6 active conversations simultaneously.
- Research and apply detailed workflows to resolve issues efficiently.
- Switch between multiple systems while maintaining 100% accuracy.
- Balance speed, quality, and attention to detail in a fast‑paced environment.
- Adapt to evolving policies and procedures as the platform grows.
Orientation & Scheduling
Our orientation is designed to equip you with the tools and knowledge you need to succeed.
Orientation Phase 1 (4 weeks)
- Hours: 4:00 AM – 1:00 PM PT (40 hours per week)
Orientation Phase 2 (4 weeks)
- Self‑scheduled between 6:00 AM – 7:00 PM PT (40 hours per week)
Production Hours (Pacific Time)
- Daily: 6:00 AM – 7:00 PM PT
Project Commitments
- Self‑schedule a minimum of 25 hours per week.
- Of those 25 hours, at least 12 hours must be scheduled on Saturday and/or Sunday.
Need help converting time zones? Use World Time Buddy and set Sacramento, California as your reference location.
Who We’re Looking For
- Previous experience providing high‑volume inbound messaging support.
- Successfully managed 4–6 simultaneous chat conversations in a prior role (5+ chats is a strong plus).
- Quick learner of new systems and workflows.
- Enjoy solving complex customer issues while following detailed procedures.
- Exceptional attention to detail, even while multitasking.
- Calm and organized in fast‑paced environments.
- Fluent in both Thai and English, with professional communication skills.
- Passionate about delivering thoughtful, personalized customer experiences.
Essential Qualifications
- Fluency in Thai and English (written and spoken).
- Strong typing speed (≥ 60 WPM) in both languages.
- Experience with customer support tools (e.g., Zendesk, Intercom, Freshdesk).
- Basic troubleshooting skills for web and mobile applications.
- Reliable high‑speed internet connection (minimum 40 Mbps).
- Windows 11 or macOS (Sequoia/Tahoe) laptop/desktop with at least 8 GB RAM (16 GB recommended).
- Dual monitors strongly recommended for efficient multitasking.
- Webcam or smartphone capable of capturing clear photos.
- Willingness to install security software and a two‑factor authentication app on your mobile device.
Preferred Qualifications
- Experience in the music streaming or digital media industry.
- Knowledge of subscription billing systems.
- Previous remote work experience with a global team.
- Familiarity with accessibility standards and inclusive communication.
Skills & Competencies
- Strong problem‑solving and analytical skills.
- Excellent written and verbal communication.
- High emotional intelligence and empathy.
- Adaptability to changing priorities and new technologies.
- Time‑management and organizational prowess.
- Team collaboration and knowledge sharing.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent from the ground up. As a Customer Support Specialist, you’ll have access to:
- Mentorship programs with senior support leaders.
- Cross‑functional training in product, engineering, and marketing.
- Certification courses in customer experience, data analytics, and project management.
- Clear promotion paths to Senior Support Specialist, Team Lead, or Customer Success Manager.
- Annual performance reviews with transparent metrics and growth plans.
Work Environment & Culture
Our remote-first culture means you can work from anywhere, as long as you meet the technical requirements. We foster:
- Inclusive and diverse teams that celebrate different perspectives.
- Regular virtual coffee breaks, game nights, and wellness sessions.
- Open communication channels with leadership and peers.
- Recognition programs that reward outstanding customer service.
- Flexibility to balance personal commitments with professional growth.
Compensation, Perks, & Benefits
While specific rates vary based on experience and location, brighthush offers:
- Competitive hourly rates aligned with industry standards.
- Performance‑based bonuses and incentives.
- Health, dental, and vision insurance options for eligible employees.
- Paid time off, including vacation, sick leave, and personal days.
- Professional development budget for courses, conferences, and certifications.
- Access to a digital library of books, podcasts, and learning resources.
- Employee referral program with rewards.
Equal Opportunity Statement
brighthush is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic.
Ready to Join the brighthush Family?
If you thrive in a fast‑paced, customer‑centric environment and are passionate about music and technology, we want to hear from you. Bring your bilingual skills, problem‑solving mindset, and dedication to exceptional service, and help us shape the future of music streaming support.