Experienced Bilingual Customer Support Specialist – English & Spanish – High‑Volume Call Center & Member Engagement Expert – Join brighthush

About brighthush

brighthush is more than a company; it’s a movement dedicated to empowering individuals and families to achieve lasting financial confidence and independence. Leveraging cutting‑edge technology, evidence‑based coaching, and a compassionate support network, we guide members through the complexities of budgeting, debt management, and long‑term financial planning. Our fully remote, flexible work model nurtures a collaborative, inclusive environment where every team member can thrive while making a tangible difference in people’s lives.

Why brighthush is the Right Place for You

At brighthush, purpose drives everything we do. We champion innovation, empathy, and continuous learning, believing that every member deserves a chance to build a brighter financial future. As a Bilingual Customer Support Specialist, you will be the first point of contact for members seeking guidance, playing a pivotal role in connecting them to the right resources and coaching services. Your work will directly impact lives, and you’ll do it from the comfort of your own home.

Key Responsibilities

• High‑Volume Call Management: Handle a large influx of inbound and outbound member calls, ensuring each interaction is timely, courteous, and solution‑focused.
• Multi‑Channel Support: Respond to member emails, instant messages, and service requests with accuracy and empathy.
• Onboarding Champion: Welcome new members, explain our suite of financial coaching services, and guide them through the onboarding process.
• Needs Assessment: Identify members’ financial needs, goals, and reasons for contacting brighthush, determining the most appropriate next steps.
• Resource Matching: Connect members with the right financial coaches, services, or resources, ensuring a seamless handoff.
• Appointment Coordination: Schedule, reschedule, and manage coaching appointments, maintaining a clear and up‑to‑date calendar.
• Queue Optimization: Support callback and call‑queue processes to minimize wait times and improve member satisfaction.
• Follow‑Up Engagement: Conduct outbound follow‑up and engagement calls to nurture relationships and encourage continued participation.
• Knowledge Hub: Assist with registration, access, scheduling, and general service questions, acting as a go‑to resource for members.
• Data Integrity: Maintain accurate member records, call notes, appointment information, and documentation in our CRM system.
• Team Collaboration: Coordinate with financial coaches and internal teams for effective member handoffs and collaborative problem‑solving.
• Issue Resolution: Resolve routine member questions and service issues, escalating more complex matters to the appropriate specialists.
• Privacy & Compliance: Protect member privacy and confidentiality in accordance with industry regulations and brighthush policies.
• Performance Excellence: Meet contact center expectations for availability, productivity, quality, accuracy, attendance, and service excellence.
• Continuous Improvement: Participate in ongoing training, coaching sessions, team meetings, and quality‑improvement initiatives to elevate your performance.

Essential Qualifications

• High school diploma or equivalent; additional coursework in finance, business, or communications is a plus.
• Minimum of 2 years of experience in customer service, member services, call center, scheduling, or customer success roles.
• Fluent in both English and Spanish, with strong written and verbal communication skills in both languages.
• Proven ability to manage a high volume of inbound and outbound calls, emails, and messages while maintaining composure and professionalism.
• Strong verbal communication and active‑listening skills, with the ability to adapt tone and style to diverse audiences.
• Excellent organizational, time‑management, and follow‑through skills, ensuring tasks are completed accurately and on schedule.
• High attention to detail and accurate data‑entry capabilities.
• Comfortable navigating multiple systems and applications, including CRM, scheduling tools, and contact center technology.
• Quick learner who can adapt to new systems, processes, and procedures with minimal supervision.
• Ability to work independently in a fully remote environment, demonstrating self‑discipline and strong communication with teammates.
• Experience handling confidential and sensitive member information with discretion and integrity.

Preferred Qualifications

• Experience in the financial services or nonprofit sector, particularly with coaching or educational programs.
• Knowledge of financial planning concepts, budgeting tools, and debt‑management strategies.
• Familiarity with telephony platforms, ticketing systems, and data‑analysis tools.
• Previous remote work experience in a high‑volume contact center setting.
• Certification or training in customer service excellence, such as the Customer Service Excellence (CSE) credential.

Key Skills & Competencies

• Customer‑Centric Mindset: Passion for helping people achieve their financial goals and a genuine desire to make a difference.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Problem‑Solving: Ability to assess member needs quickly and recommend appropriate solutions.
• Technical Proficiency: Comfortable with CRM systems, scheduling software, and contact center platforms.
• Adaptability: Thrives in a fast‑changing environment and can pivot between tasks seamlessly.
• Team Collaboration: Works effectively with coaches, program managers, and cross‑functional teams.
• Data Integrity: Maintains accurate records and follows data‑privacy best practices.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Bilingual Customer Support Specialist, you’ll have access to:

• Structured onboarding and continuous training programs covering financial coaching, technology tools, and customer‑service best practices.
• Mentorship from senior coaches and program managers, providing guidance on career progression.
• Clear pathways to advance into roles such as Senior Support Specialist, Team Lead, or Program Coordinator.
• Cross‑functional projects that allow you to broaden your skill set and contribute to new initiatives.
• Regular performance reviews and feedback loops to help you set and achieve professional goals.

Work Environment & Culture

Our remote, fully distributed team operates across multiple time zones, fostering a culture of flexibility, trust, and collaboration. We prioritize:

• Transparent communication through weekly virtual stand‑ups and monthly all‑hands meetings.
• Inclusive decision‑making, where every team member’s voice is heard and valued.
• Work‑life balance, with flexible scheduling and generous paid time off.
• Regular virtual team‑building events, such as game nights, wellness challenges, and cultural celebrations.
• A commitment to diversity, equity, and inclusion, reflected in our hiring practices and day‑to‑day interactions.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote bilingual support roles.
• Performance‑based bonuses tied to quality metrics, member satisfaction scores, and productivity targets.
• Health, dental, and vision insurance plans for employees and eligible dependents.
• 401(k) retirement plan with company match.
• Paid parental leave, sick leave, and vacation time.
• Professional development stipend for courses, certifications, and conferences.
• Access to mental‑health resources and employee assistance programs.
• Monthly stipend for home‑office equipment and internet connectivity.

Ready to Make an Impact?

If you’re a bilingual, customer‑focused professional with a passion for financial empowerment, we’d love to hear from you. Join brighthush and become part of a team that is redefining how people achieve financial confidence—one conversation at a time.

Apply today and start your journey with brighthush, where your skills meet purpose, and your career grows alongside the lives you touch.