Experienced Bilingual Customer Success Specialist – French & English – Championing Family Financial Wellness, Digital Adoption, and Exceptional Support at brighthush

About brighthush

brighthush is a pioneering fintech firm that is redefining how families plan for the future. By marrying cutting‑edge technology with a deep commitment to financial wellness, we empower parents and caregivers with the tools, insights, and confidence they need to secure a brighter tomorrow for their children. Our mission is simple yet powerful: to make financial planning accessible, engaging, and family‑centric for every household.

At the heart of brighthush lies a culture built on curiosity, collaboration, and an unwavering focus on customer delight. Whether you are a seasoned professional or just starting your career, you’ll find an environment that encourages experimentation, rewards innovation, and celebrates the impact you make on real families’ lives. Join us and become part of a community that values continuous learning, inclusivity, and social impact.

Why This Role Matters

Families rely on our RESP (Registered Education Savings Plan) platform to secure their children’s education. As a Bilingual Customer Success Specialist, you will be the trusted advisor who guides them through every step of their journey— from opening an account to navigating contributions, withdrawals, and policy nuances. Your expertise and empathy will directly influence how families feel about their financial future, making this role critical to our mission and to the lives of thousands of households across Canada.

Position Overview

We are looking for an Experienced Bilingual Customer Success Specialist fluent in French and English to join our Customer Success Centre. In this role, you will deliver exceptional service, promote digital self‑service, resolve escalations, and continuously improve the customer experience. You will work closely with cross‑functional teams—Sales, Product, Compliance, and Marketing—to ensure families receive the best possible support and guidance.

Key Responsibilities

• Deliver Outstanding Customer Experience – Provide timely, accurate, and empathetic support to brighthush customers and prospects across phone, email, and online chat.
• Identify and Address Customer Needs – Listen actively, ask probing questions, and recommend the best solutions or resources that align with each family’s goals.
• RESP Subject‑Matter Expertise – Handle all RESP‑related inquiries, including contributions, payments, account management, and general policy questions.
• Promote Digital Self‑Service – Guide customers to our intuitive online tools, encourage adoption of self‑service options, and refer them to specialized teams (e.g., Sales) when appropriate.
• Own and Resolve Challenges – Take ownership of escalations, identify root causes, and collaborate with cross‑functional teams to implement solutions that keep families on track.
• Continuous Improvement – Proactively suggest enhancements to processes, tools, and communication that elevate the overall customer experience.
• Maintain Accurate Records – Log interactions, updates, and follow‑ups in our CRM with precision, ensuring confidentiality and compliance.
• Team Leadership & Collaboration – Support teammates by covering shifts, leading small projects, and fostering a culture of shared success.
• Adaptable Work Schedule – Operate within the Customer Success Centre hours (Mon‑Thu 9 a.m.–8 p.m., Fri 9 a.m.–6 p.m. Eastern Time) with flexible shifts that may vary week to week.
• Additional Accountabilities – Take on new responsibilities as the team evolves and the business grows.

Essential Qualifications

• Minimum 1 year of experience in customer service or a support role, preferably in a financial or tech environment.
• Fluency in French and English – both written and spoken, with the ability to communicate complex concepts clearly.
• Exceptional verbal and written communication skills, with a proven track record of delivering clear, concise, and empathetic support.
• Strong organizational and time‑management abilities, capable of juggling multiple priorities in a fast‑paced setting.
• Proficiency with the brighthush Office Suite (Word, Excel, Outlook, Teams) and experience using CRM systems.
• Analytical mindset and problem‑solving aptitude – able to diagnose issues, propose solutions, and follow through to resolution.
• Adaptability and flexibility to meet the evolving needs of the Customer Success Centre.

Preferred Qualifications

• Experience with RESP or other financial products, especially in a family‑centric context.
• Knowledge of digital self‑service platforms and a passion for promoting digital adoption.
• Prior experience in a leadership or mentorship capacity within a customer‑facing team.
• Familiarity with data analytics tools or basic SQL for reporting purposes.
• Additional language skills beyond French and English.

Skills & Competencies

• Customer‑Centric Mindset – Always put the customer first and anticipate their needs.
• Active Listening – Pay close attention to verbal cues and non‑verbal signals to fully understand customer concerns.
• Empathy & Patience – Handle sensitive financial discussions with care and respect.
• Collaboration – Work seamlessly with cross‑functional teams (Sales, Marketing, Product, Compliance) to deliver holistic solutions.
• Tech Savvy – Comfortable navigating multiple digital tools and troubleshooting basic technical issues.
• Continuous Learning – Demonstrate a growth mindset and a willingness to stay updated on industry trends and product updates.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Success Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular training sessions on new product features, industry regulations, and customer‑success best practices.
• Clear career pathways – from Specialist to Senior Specialist, Team Lead, and beyond into Product Management or Customer Experience Strategy.
• Cross‑departmental projects that broaden your skill set and expose you to different facets of the business.
• Annual performance reviews with actionable feedback and personalized development plans.

Work Environment & Company Culture

brighthush is more than a workplace – it’s a community of innovators, problem‑solvers, and family‑advocates. Our culture is defined by:

• Inclusivity & Diversity – We celebrate diverse backgrounds and perspectives, fostering an environment where everyone feels valued.
• Collaboration & Transparency – Open communication channels, regular town‑halls, and a flat hierarchy encourage idea sharing.
• Work‑Life Balance – Flexible scheduling, remote‑work options, and generous paid time off help you recharge.
• Social Impact – We partner with community organizations to support financial literacy programs and family‑focused initiatives.
• Recognition & Rewards – Peer‑to‑peer shout‑outs, quarterly awards, and spot bonuses celebrate outstanding contributions.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive total rewards package that includes:

• Competitive base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• Employer‑matched 401(k) or retirement savings plan.
• Paid parental leave, sick leave, and vacation days.
• Professional development stipend and tuition reimbursement.
• Employee wellness programs, including gym memberships and mental health resources.
• Regular team‑building events, both virtual and in‑person.

Why Join brighthush?

If you’re passionate about empowering families, thrive in a fast‑paced environment, and want to grow your career in a supportive, forward‑thinking organization, brighthush is the place for you. You’ll be part of a mission‑driven team that values innovation, customer success, and personal growth.

Ready to Make a Difference?

We’re excited to hear from candidates who are eager to bring their bilingual communication skills, customer‑first attitude, and problem‑solving expertise to brighthush. Even if you don’t tick every box, we encourage you to apply – we value potential and are committed to investing in your development.

Apply Today and help us create a brighter future for families everywhere. Join brighthush and turn your passion for customer success into a rewarding career.