Experienced Swedish‑Speaking Customer Experience Specialist – Remote E‑Commerce Support & Order Journey Excellence at brighthush

About brighthush

brighthush is not just a brand – it’s a movement that blends cutting‑edge technology with elegant design to create products that people love. From sleek, smart hardware to intuitive software and a world‑class e‑commerce platform, we are redefining how consumers shop, connect, and experience digital products. Our mission is simple yet powerful: deliver seamless, delightful experiences that turn first‑time buyers into lifelong advocates.

With operations in more than 50 countries, brighthush thrives on a culture of innovation, collaboration, and continuous learning. We empower our teams to experiment, iterate, and push boundaries – whether that means building the next generation of smart devices or crafting the most responsive customer support ecosystem in the industry.

As we expand our presence in Portugal, we are looking for passionate, customer‑centric professionals who can speak Swedish fluently and help us maintain the high standards our global community expects. If you thrive in a fast‑paced, data‑driven environment and want to be part of a brand that is reshaping the future of technology, we want to hear from you.

Role Overview

As a Swedish‑Speaking Customer Experience Specialist, you will be the first line of support for our Swedish‑speaking customers navigating the brighthush e‑commerce platform. Your role will span the entire order journey – from initial inquiry to post‑purchase follow‑up – ensuring every interaction reflects our commitment to quality, transparency, and customer satisfaction.

Key Responsibilities

• Order‑Related Support: Resolve inquiries about delivery status, returns, refunds, and payment issues across phone, email, and live chat channels.
• Multi‑Channel Communication: Deliver consistent, empathetic support via phone, email, chat, and social media, tailoring your tone to each medium while maintaining brand voice.
• Data Security & Compliance: Safeguard customer data in strict adherence to GDPR, PCI DSS, and internal privacy policies.
• Escalation & Collaboration: Identify complex cases, coordinate with logistics, finance, and technical teams, and ensure timely resolution.
• Process Improvement: Provide feedback on recurring issues, suggest enhancements to support workflows, and contribute to knowledge base updates.
• Shift Flexibility: Operate within rotating shifts (07:00‑24:00, Monday‑Sunday) to support a global customer base and maintain 24/7 coverage.
• Performance Metrics: Meet or exceed key performance indicators such as first‑contact resolution, customer satisfaction scores, and average handling time.

Essential Qualifications

• Native‑level Swedish (C2) and fluent English (C1) with excellent written and verbal communication skills.
• Minimum of 1‑2 years of experience in customer support, e‑commerce, or back‑office operations.
• Strong problem‑solving mindset and attention to detail.
• Proficiency with CRM systems (e.g., Zendesk, Salesforce) and knowledge of e‑commerce platforms.
• Experience handling sensitive payment information and understanding of PCI compliance.
• Valid EU member state ID or residence card for Portugal.

Preferred Qualifications

• Experience working for a global tech or e‑commerce brand.
• Knowledge of additional languages (e.g., German, French).
• Familiarity with data analytics tools (e.g., Tableau, Power BI) to track support metrics.
• Background in logistics or supply‑chain operations.
• Certification in customer service or quality management.

Skills & Competencies

• Customer‑First Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Communication Excellence: Ability to convey complex information clearly and concisely across multiple channels.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Adaptability: Thrive in a dynamic environment with evolving processes and priorities.
• Team Collaboration: Work seamlessly with cross‑functional teams, including logistics, finance, and product support.
• Data‑Driven Decision Making: Leverage metrics to identify trends, root causes, and improvement opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, customer service best practices, and industry trends.
• Mentorship from senior support leaders and cross‑functional experts.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Support Engineer, or Operations Analyst.
• Annual learning stipend for courses, certifications, and conferences.
• Internal mobility across regions, allowing you to experience different markets and cultures.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, transparency, and flexibility. You’ll enjoy:

• Fully remote work from anywhere in Portugal, with a stipend for home‑office setup.
• Regular virtual team gatherings, hackathons, and wellness sessions.
• A collaborative, inclusive environment where diverse perspectives are celebrated.
• Access to cutting‑edge tools and technologies that empower you to deliver top‑notch support.
• Recognition programs that celebrate milestones, innovation, and customer impact.

Compensation & Benefits

While specific figures vary by experience and role, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for remote customer support roles in Portugal.
• Performance‑based bonuses tied to customer satisfaction and operational metrics.
• Health, dental, and vision insurance coverage.
• Flexible paid time off and a generous holiday calendar.
• Retirement savings plan with company match.
• Wellness stipend for gym memberships, meditation apps, or other health initiatives.
• Annual company retreat and team‑building events.

How to Apply

Ready to join a brand that is shaping the future of technology and customer experience? Submit your résumé and a brief cover letter outlining your Swedish language proficiency, customer support experience, and why you’re excited about working with brighthush. We look forward to exploring how your skills and passion can help us continue to delight customers worldwide.

Apply now and become part of a team that values innovation, collaboration, and a relentless focus on customer delight.