Experienced Swedish-Speaking E‑Commerce Customer Care Specialist – Remote Portugal, Full‑Time, 12‑Month Renewable Contract

About brighthush – A Global Innovator in Technology and Design

brighthush is a world‑leading technology company renowned for its cutting‑edge hardware, elegant design, and unwavering commitment to customer satisfaction. With a presence in over 100 countries, brighthush has built a reputation for delivering products that blend form and function, while its e‑commerce platform offers a seamless shopping experience for millions of users worldwide. As we continue to expand our digital footprint, we are looking for passionate, customer‑centric professionals to join our remote support team and help us maintain the high standards our customers expect.

Why Join brighthush?

At brighthush, we believe that great products start with great people. Our culture is built on collaboration, continuous learning, and a shared mission to create technology that enriches everyday life. As a member of our customer care team, you will enjoy:

• Flexibility: Work from anywhere in Portugal with a fully remote setup.
• Growth: Clear career pathways from support specialist to senior roles in product, operations, or customer experience.
• Learning: Access to internal training, mentorship programs, and industry conferences.
• Impact: Directly influence product improvements through customer feedback loops.
• Benefits: Competitive salary, health insurance, paid time off, and a generous bonus structure.

Key Responsibilities

As a Swedish‑speaking E‑Commerce Support Specialist, you will be the first line of assistance for our Swedish‑speaking customers. Your day‑to‑day tasks will include:

• Order Management: Resolve inquiries related to order status, delivery delays, returns, refunds, and exchange processes.
• Payment Support: Handle payment‑related questions, troubleshoot transaction failures, and guide customers through secure payment methods.
• Multi‑Channel Communication: Provide support via phone, email, live chat, and social media, ensuring consistent brand voice across all channels.
• Data Protection: Safeguard customer data in compliance with GDPR and PCI DSS standards, following strict confidentiality protocols.
• Escalation Management: Identify complex issues, coordinate with logistics, finance, and product teams, and ensure timely resolution.
• Process Improvement: Contribute to the development of knowledge base articles, FAQs, and internal SOPs to enhance team efficiency.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• Language Proficiency: C2‑level Swedish and C1‑level English (written and spoken).
• Customer‑Centric Mindset: Demonstrated ability to empathize, listen actively, and provide solutions that delight customers.
• Attention to Detail: Strong analytical skills and meticulousness in handling order data and documentation.
• Adaptability: Comfortable working rotating shifts (07:00–24:00, Monday‑Sunday) to support a global customer base.
• Technical Aptitude: Familiarity with CRM systems, ticketing platforms, and basic troubleshooting of e‑commerce functionalities.
• Legal Compliance: EU member state ID or a valid residence card for Portugal.

Preferred Experience

• Prior experience in customer support, back‑office operations, or logistics within a tech or e‑commerce environment.
• Experience handling high‑volume inquiries and managing multiple support channels simultaneously.
• Knowledge of payment gateways, shipping carriers, and return‑management processes.
• Familiarity with data protection regulations and secure handling of sensitive customer information.
• Previous exposure to remote work and proficiency with collaboration tools such as Slack, Teams, or Zoom.

Skills & Competencies for Success

• Communication: Clear, concise, and friendly communication in Swedish and English.
• Problem‑Solving: Ability to diagnose issues quickly, think critically, and propose effective solutions.
• Time Management: Prioritize tasks, manage workload, and meet deadlines in a fast‑paced environment.
• Team Collaboration: Work seamlessly with cross‑functional teams (logistics, finance, product) to resolve customer issues.
• Customer Advocacy: Represent the voice of the customer in internal discussions and product improvement initiatives.
• Resilience: Maintain composure and professionalism during high‑pressure situations and challenging customer interactions.

Career Growth & Learning Opportunities

At brighthush, we invest in our people. As a support specialist, you will have access to a structured learning path that includes:

• Onboarding & Training: Comprehensive induction covering product knowledge, support tools, and company culture.
• Mentorship Programs: Pairing with senior team members to accelerate skill development.
• Cross‑Functional Projects: Opportunities to collaborate on product enhancements, UX research, and process automation.
• Leadership Development: Training modules focused on communication, conflict resolution, and project management.
• Career Pathways: Clear progression from Support Specialist to Senior Specialist, Team Lead, or Customer Experience Manager.

Work Environment & Culture at brighthush

Our remote-first culture means you can work from anywhere in Portugal while staying connected to a vibrant, global team. We celebrate diversity, encourage innovation, and foster a supportive environment where every voice matters. Key cultural pillars include:

• Inclusivity: Embracing diverse backgrounds, perspectives, and experiences.
• Transparency: Open communication channels and regular company updates.
• Well‑Being: Flexible work hours, mental health resources, and wellness programs.
• Community: Virtual team events, hackathons, and social initiatives that bring us together.

Compensation, Perks, and Benefits

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

• Base Salary: Market‑competitive pay aligned with industry standards.
• Performance Bonuses: Quarterly incentives tied to team and individual KPIs.
• Health & Wellness: Comprehensive health insurance, dental coverage, and access to wellness apps.
• Paid Time Off: Generous vacation policy, public holidays, and sick leave.
• Professional Development: Reimbursement for courses, certifications, and conference attendance.
• Remote Work Stipend: Monthly allowance for home‑office equipment and internet.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, remote environment, and meet the qualifications above, we would love to hear from you. Click the link below to submit your application and join the brighthush family.