Experienced Bilingual Customer Support Specialist – Spanish & English – Remote LATAM – Contract – Elevate Customer Experience at brighthush

About brighthush

brighthush is a trailblazing SaaS company redefining how roofing professionals manage their businesses. From the first day, we’ve been obsessed with our customers, listening to their needs, and turning feedback into powerful, integrated solutions. Our platform unites aerial roof measurements, digital sales proposals, payments, material ordering, and more into a single, seamless experience. With a clear roadmap and a culture that prizes innovation, we’re poised to lead the market and create lasting impact for our users.

Why Join brighthush?

Working at brighthush means being part of an early‑stage startup that’s already thriving. You’ll enjoy the freedom to shape processes, the excitement of rapid product launches, and the opportunity to grow alongside a team that values equity, learning, and real impact. Our remote‑first culture, flexible schedules, and generous benefits make it easier than ever to balance work and life while advancing your career.

Role Overview

As a Bilingual Customer Support Specialist (English & Spanish), you will be the frontline voice of brighthush, delivering exceptional support across phone, chat, and email. Your mission is to resolve inquiries swiftly, build deep product knowledge, and collaborate cross‑functionally to continuously improve the customer journey. You’ll thrive in a fast‑paced environment, turning challenges into opportunities for innovation and growth.

Key Responsibilities

• Provide high‑quality, real‑time support via phone, chat, and email in both English and Spanish.
• Diagnose and resolve complex technical and product issues, escalating when necessary.
• Maintain accurate, up‑to‑date records of support tickets and customer interactions in our CRM.
• Collaborate with Sales, Customer Success, Onboarding, and Product teams to ensure a seamless customer experience.
• Stay current on evolving product features, enhancements, and best practices.
• Identify recurring pain points and propose process improvements or product enhancements.
• Contribute to knowledge base articles, FAQs, and internal documentation.
• Participate in weekly team huddles, training sessions, and product demos.
• Support holiday and rotating coverage schedules, including partial weekend shifts as needed.
• Champion a culture of empathy, curiosity, and continuous learning.

Essential Qualifications

• 1–3 years of bilingual (English & Spanish) customer support experience.
• Strong communication skills with the ability to explain technical concepts clearly.
• Proven track record of handling high daily volumes of customer interactions.
• Experience in a fast‑paced startup environment is highly desirable.
• Familiarity with Intercom or similar customer support platforms.
• Self‑motivated, detail‑oriented, and solution‑focused.

Preferred Qualifications

• Background in SaaS or B2B software support.
• Experience with CRM systems such as Salesforce, HubSpot, or Zendesk.
• Knowledge of roofing industry terminology and workflows.
• Experience with data analysis tools (Excel, Google Sheets) to track support metrics.
• Comfortable using AI tools for research and note‑taking.

Skills & Competencies

• Exceptional problem‑solving and critical thinking.
• Strong empathy and customer‑centric mindset.
• Adaptability to rapid product changes and evolving customer needs.
• Excellent time‑management and organizational skills.
• Team player who thrives in collaborative, cross‑functional settings.
• Proficiency in Spanish (written and spoken) and English.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You’ll have access to:

• Mentorship from senior leaders and product experts.
• Regular training on new features, industry trends, and soft‑skill development.
• Opportunities to transition into Product Management, Customer Success, or Engineering roles.
• Equity packages that reward your contributions to the company’s success.
• Annual company retreat with team‑building activities and skill‑sharing sessions.

Work Environment & Culture

brighthush fosters a culture of transparency, creativity, and inclusivity. We celebrate diversity, encourage open dialogue, and value every team member’s voice. Our remote‑first approach means you can work from anywhere, supported by a stipend for home office setup, internet, and phone allowances. We also provide weekly Friday paydays, flexible time off, and a “laundry day” Friday off each month to recharge.

Compensation & Benefits

While specific offers are tailored to each candidate’s experience and impact, our compensation packages are competitive and benchmarked against industry standards. Typical benefits include:

• Competitive salary with performance‑based bonuses.
• 80% employer‑paid benefits in the U.S. and 100% employer‑paid premiums for Extended Healthcare and Dental in Canada.
• Generous parental leave policy.
• Mandatory PTO in the first week of employment.
• Company‑wide paid shutdown for the week between Christmas and New Years.
• Flexible time off and remote work flexibility.
• Learning & development stipend for courses, conferences, and certifications.

Work Hours & Schedule

We value transparency and flexibility. The role requires a start time of approximately 12 PM EST/9 AM PST to 1 PM EST/10 AM PST, with some flexibility based on team needs. Holiday coverage is part of a rotating schedule, and partial weekend coverage may be requested. Schedules are provided in advance to support effective customer service.

How to Apply

If you’re passionate about creating meaningful customer experiences, thrive in a dynamic environment, and want to make a real impact, we’d love to hear from you. Apply today and join brighthush in shaping the future of roofing technology.

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Contact & Next Steps

All communications will come from [email protected]. Please check your spam/junk folder regularly for interview scheduling and updates. If you find an email in spam, mark it as “Not Spam” to ensure future messages reach your inbox. Every application is reviewed by a real person, and you’ll always speak with real humans throughout the interview process—no bots, just good people.

Equal Opportunity Statement

brighthush is proud to be an equal opportunity employer. We are committed to creating an inclusive workplace that values diversity and provides equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.