Experienced Bilingual Customer Support Specialist – English & Spanish – Remote – Merchant Services & Payment Solutions

About brighthush

brighthush is a leading national payment technology company that empowers businesses across the United States to accept every type of payment with confidence and ease. With more than a decade of industry experience, we partner with merchants of all sizes, providing a consultative approach that matches each business with the platforms, equipment, and support it needs to thrive in its community. Our mission is simple yet powerful: to help businesses of all sizes succeed by delivering reliable, innovative payment solutions and world‑class customer service.

Why Join brighthush?

At brighthush, we believe that every call you take has a direct impact on the local businesses that rely on us. We’re a team of passionate professionals who value ownership, transparency, and continuous improvement. As a bilingual Customer Support Specialist, you’ll be the first line of support for merchants and sales agents, ensuring their payment equipment is set up correctly, runs smoothly, and receives the highest level of service. Your language skills will make a tangible difference in the success of our merchants, and your expertise will help shape the future of payment technology.

About the Role

You will join our established Merchant Services Support team, an experienced group with proven processes, comprehensive training, and colleagues ready to help from day one. This is a fully remote position, giving you the flexibility to work from anywhere while maintaining a healthy work/life balance.

Key Responsibilities

• Answer a high volume of inbound support calls and requests in both English and Spanish, providing timely, accurate, and courteous assistance.
• Make outbound calls to follow up with merchants, resolve open requests, and ensure a seamless onboarding and support experience.
• Deploy, install, and reprogram payment equipment for new and existing merchants, ensuring all hardware and software are configured correctly.
• Review merchant files in our CRM to confirm accurate setup, installation, and documentation.
• Generate POS/VAR sheets and other documentation required for merchant onboarding and ongoing support.
• Collaborate with internal departments (Engineering, Sales, Operations) and external vendors to resolve technical issues and maintain high service levels.
• Provide general support to merchants and sales agents, answering questions, troubleshooting problems, and escalating complex issues as needed.
• Take on additional duties and projects as assigned, contributing to continuous improvement initiatives.

Essential Qualifications

• Fluency in English and Spanish, both spoken and written (required).
• Minimum of 2 years of experience in a technical or customer support role (required).
• At least 1 year of experience in the merchant services industry (required).
• Strong organizational skills with meticulous attention to detail.
• Excellent time‑management abilities, capable of handling multiple priorities in a fast‑paced environment.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Reliable home workspace with high‑speed internet and a quiet, professional environment.
• Flexibility to work a varying schedule, including some after‑hours support as needed.

Preferred Qualifications

• Hands‑on experience with point‑of‑sale (POS) systems and payment equipment.
• Prior exposure to CRM systems and data entry for merchant onboarding.
• Experience troubleshooting hardware and software issues in a payment technology context.
• Associate’s degree or equivalent technical training in a related field.
• Knowledge of payment industry regulations and compliance standards.

Skills & Competencies

• Exceptional customer service mindset, with the ability to stay calm and helpful during escalated calls.
• Strong analytical and problem‑solving skills, able to diagnose issues quickly and recommend effective solutions.
• Excellent communication skills in both English and Spanish, with the ability to convey technical information clearly to non‑technical stakeholders.
• Team player who thrives in a collaborative, remote environment.
• Self‑motivated and proactive, with a passion for continuous learning and improvement.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Customer Support Specialist, you will have access to:

• Structured onboarding and ongoing training programs covering payment technology, customer service best practices, and industry trends.
• Mentorship from senior support engineers and product specialists.
• Opportunities to cross‑train in related areas such as technical support, sales enablement, or product management.
• Clear career pathways to advance into senior support roles, team lead positions, or specialized technical roles.
• Regular performance reviews and goal‑setting sessions to align your growth with the company’s strategic objectives.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and respect. Our remote workforce enjoys:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team meetings, town halls, and informal coffee chats to keep everyone connected.
• A transparent communication style, with open channels for feedback and ideas.
• Recognition programs that celebrate individual and team achievements.
• Access to wellness resources, including mental health support and virtual fitness classes.

Compensation & Benefits

• Competitive hourly rate ranging from $23.00 to $27.00, commensurate with experience and qualifications.
• Comprehensive medical, dental, and vision coverage for employees and their dependents.
• 401(k) retirement plan with company match to help you plan for the future.
• Generous paid time off (PTO) and holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Employee assistance program (EAP) for personal and family support.
• Fully remote work setup stipend to help you create an optimal home office.

How to Apply

Ready to make a real difference for merchants across the country? Submit your application through our careers portal. We’re excited to learn how your bilingual skills, technical expertise, and customer‑centric mindset can help us continue to deliver exceptional service to our partners.

Closing Statement

At brighthush, every call you take is a chance to empower a local business, strengthen a community, and grow your own career. If you’re passionate about payment technology, thrive in a fast‑paced environment, and want to use your bilingual abilities to make a tangible impact, we want to hear from you. Join us and be part of a team that values ownership, transparency, and continuous improvement.