Experienced French‑Speaking Customer Support Specialist – Remote Email, Phone & Social Media Service Excellence

About brighthush

At brighthush, we’re redefining the way people connect with technology. Our mission is to create intuitive, accessible digital experiences that empower users worldwide. With a global footprint and a culture that thrives on curiosity, collaboration, and continuous improvement, brighthush is a place where talent is nurtured and innovation is celebrated. Whether you’re a seasoned professional or just starting your career, you’ll find a supportive environment that values your unique perspective and encourages you to grow.

Role Overview

We’re looking for a French‑Speaking Customer Support Specialist to join our remote support team. In this role, you’ll be the frontline advocate for our French‑speaking customers, ensuring they receive timely, accurate, and empathetic assistance across multiple channels—email, phone, live chat, and social media. Your work will directly influence customer satisfaction, loyalty, and the overall success of brighthush’s products and services.

Key Responsibilities

• Multi‑Channel Support: Handle inbound and outbound customer interactions via email, phone, live chat, and social media platforms, maintaining a consistent brand voice.
• Issue Resolution: Diagnose and resolve a wide range of customer inquiries, from technical glitches to account management questions, using the appropriate tools and knowledge base.
• Documentation & Knowledge Management: Log all customer interactions accurately in our CRM (Zendesk), ensuring that information is up‑to‑date and actionable for the team.
• Escalation Management: Identify complex or high‑priority issues, escalating them to the relevant specialist teams while keeping the customer informed.
• Process Improvement: Provide feedback on recurring problems and suggest enhancements to support workflows, documentation, and self‑service resources.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution time, customer satisfaction (CSAT), and first‑contact resolution (FCR).
• Team Collaboration: Participate in regular team meetings, knowledge sharing sessions, and cross‑functional projects to align on goals and best practices.
• Continuous Learning: Stay current with product updates, industry trends, and customer pain points to deliver informed, proactive support.

Essential Qualifications

• Fluent in French (written and spoken) with excellent communication skills in English.
• Minimum of 2 years of experience in customer support, technical support, or user service roles.
• Proficiency with Zendesk or similar ticketing systems; experience with live chat and social media support tools is a plus.
• Strong problem‑solving abilities and a customer‑centric mindset.
• Excellent organizational skills, with the ability to manage multiple tickets and priorities simultaneously.
• High level of professionalism, empathy, and patience when dealing with diverse customer needs.

Preferred Qualifications

• Experience in the tech or SaaS industry, especially with mobile or web applications.
• Knowledge of basic troubleshooting for operating systems (iOS, Android, Windows, macOS).
• Previous exposure to remote work environments and asynchronous communication tools.
• Familiarity with data privacy regulations (GDPR, CCPA) and best practices for handling sensitive information.
• Experience in coaching or mentoring junior support staff.

Skills & Competencies

• Communication: Clear, concise, and friendly communication across written and verbal channels.
• Technical Aptitude: Ability to quickly learn new software, troubleshoot issues, and explain solutions in layman’s terms.
• Time Management: Prioritize tasks effectively to meet SLA targets while maintaining quality.
• Adaptability: Thrive in a fast‑moving environment with evolving product features and support processes.
• Collaboration: Work seamlessly with cross‑functional teams—product, engineering, and marketing—to resolve customer issues.
• Customer Advocacy: Champion the customer’s voice in product discussions and process improvements.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the products we build. As a Customer Support Specialist, you’ll have the chance to:

• Progress to a Senior Support Engineer or Team Lead role, overseeing a group of agents and shaping support strategy.
• Transition into Product Management or User Experience (UX) roles, leveraging your deep customer insights.
• Participate in cross‑departmental projects, such as developing new self‑service content or improving the onboarding experience.
• Access continuous learning resources—online courses, certifications, and internal workshops—to sharpen technical and soft skills.
• Attend annual conferences and industry events, representing brighthush and staying ahead of market trends.

Work Environment & Culture at brighthush

Although you’ll be working remotely, you’ll feel part of a vibrant, inclusive community. Our culture is built on:

• Flexibility: Choose your own working hours within core collaboration windows to balance life and work.
• Transparency: Open communication channels with leadership and regular town‑hall meetings.
• Diversity & Inclusion: A workforce that reflects the global community we serve, with initiatives that promote equity and belonging.
• Well‑being: Access to mental health resources, wellness programs, and a generous paid time off policy.
• Recognition: Regular shout‑outs, peer‑to‑peer awards, and a culture that celebrates both individual and team achievements.

Compensation & Benefits

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

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to key metrics such as CSAT, FCR, and customer retention.
• Health, dental, and vision insurance (for eligible employees and dependents).
• 401(k) or equivalent retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Remote work stipend to support home office setup and internet connectivity.

How to Apply

Ready to bring your passion for customer service and French language skills to brighthush? Click the link below to submit your application and join a team that values innovation, empathy, and growth.

Apply to brighthush – French‑Speaking Customer Support Specialist (Remote)

Closing Statement

At brighthush, we believe that exceptional customer support is the cornerstone of lasting relationships. If you’re a proactive, bilingual professional who thrives on solving problems and delighting customers, we want to hear from you. Join us, and help shape the future of digital experiences while advancing your career in a supportive, forward‑thinking environment. Your next great opportunity is just a click away—apply today and become part of the brighthush family.