Experienced Technical Customer Experience Representative – Bilingual French/Spanish – Call Center Excellence at brighthush

About brighthush and the Opportunity

brighthush is a leading provider of integrated security and technology solutions that empower businesses to protect their assets, streamline operations, and deliver exceptional customer experiences. With a global footprint and a reputation for innovation, brighthush is committed to creating a workplace where talent thrives, ideas flourish, and customers feel valued. We’re looking for a passionate, tech‑savvy Customer Experience Representative to join our dynamic call center team in Jupiter, Florida, and help us set new standards for service excellence.

Why This Role Is a Game‑Changer

As a Customer Experience Representative at brighthush, you will be the frontline ambassador for our clients. You’ll solve complex technical issues, guide customers through our solutions, and ensure every interaction leaves a lasting positive impression. This role blends technical troubleshooting with relationship building, offering a unique blend of challenge and reward. If you thrive in fast‑paced environments, love learning new technologies, and enjoy turning customer challenges into success stories, this is the place for you.

Key Responsibilities

• Customer Advocacy: Identify and understand each customer’s needs, clarify information, and provide direct support or guidance toward resolution.
• Technical Troubleshooting: Tackle a variety of problems in technical systems with skill and accuracy, using diagnostic tools and knowledge bases.
• Case Management: Create and maintain detailed cases for all calls and emails, documenting the problem history, steps taken, and final resolution.
• Escalation & Collaboration: Escalate unresolved issues to senior team members, vendors, or other departments, ensuring timely follow‑up and closure.
• Cross‑Training: Demonstrate willingness and ability to be cross‑trained in other areas of the department, enhancing team flexibility.
• Performance Excellence: Consistently meet or exceed departmental performance metrics through disciplined work habits and continuous improvement.
• Continuous Learning: Participate in ongoing training, webinars, and knowledge‑sharing sessions to stay current with product updates and industry trends.

Essential Qualifications

• High school diploma or equivalent.
• Minimum of two (2) years of experience in a technical customer service call center, preferably in a B2B environment.
• Strong understanding of customer service principles and customer relations.
• Highly motivated with a strong desire to learn and grow.
• Excellent judgment and decision‑making skills.
• Proficiency in creating cases, assigning case numbers, and escalating to senior team members using CRM systems.
• Effective written and oral communication skills in English; bilingual French (Canadian) or Spanish preferred.
• Ability to assess and evaluate situations quickly and accurately.
• Strong problem‑solving and analytical skills.
• Team‑player mindset with the ability to collaborate across functions.

Preferred (Nice‑to‑Have) Qualifications

• Experience in a technical support role or related technical background.
• Associate’s degree in Information Technology, Computer Science, or a related field.
• Basic understanding of software/hardware troubleshooting.
• Experience with ServiceNow and TalkDesk platforms.
• Retail cash office experience, demonstrating customer interaction and transaction handling.

Skills & Competencies for Success

• Technical proficiency with Windows, macOS, and common enterprise software.
• Strong analytical mindset and ability to troubleshoot complex issues.
• Excellent communication skills, both verbal and written.
• Empathy and active listening to build trust with customers.
• Time management and organizational skills to handle high call volumes.
• Adaptability to changing priorities and new technologies.
• Team collaboration and knowledge sharing.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Customer Experience Representative, you’ll have access to:

• Structured onboarding and mentorship programs.
• Regular skill‑building workshops covering product updates, soft skills, and industry best practices.
• Clear career pathways to roles such as Technical Support Specialist, Team Lead, or Product Specialist.
• Cross‑departmental projects that expose you to sales, implementation, and engineering teams.
• Annual performance reviews with actionable development plans.

Work Environment & Company Culture

brighthush fosters a culture of innovation, collaboration, and inclusivity. Our call center is a vibrant hub where diverse voices are heard and ideas are turned into action. We celebrate successes, learn from challenges, and support each other’s growth. The environment is fast‑paced yet supportive, with a focus on continuous improvement and customer delight.

Compensation, Perks, and Benefits

Base Pay: Starting at $17.00 per hour, with a premium rate of $18.00 per hour for bilingual French (Canadian) or Spanish speakers. Pay increases are tied to performance and tenure.

Benefits Package

• Medical, dental, and vision insurance.
• Basic life, accidental death & dismemberment (AD&D), and disability coverage.
• 401(k) retirement plan with company match (subject to eligibility).
• Eight paid holidays annually, five sick days, and four personal days.
• Vacation accrual at 3.08 hours biweekly; unused vacation is paid out where required by law.
• Employee assistance program and wellness resources.
• Professional development stipend and tuition reimbursement for relevant courses.

Training & Development Path

The role begins with an intensive 45‑day in‑person training program in Jupiter, Florida, where you’ll master our products, systems, and customer service protocols. After successful completion, you’ll transition to a hybrid model with remote work options, supplemented by periodic in‑office meetings and refresher trainings. This structure ensures you’re fully equipped to deliver top‑tier support while enjoying flexibility.

How to Apply

Ready to elevate your career and join a team that values innovation, customer focus, and personal growth? Submit your application through our careers portal or contact our recruiting team directly. We look forward to exploring how your skills and passion align with brighthush’s mission to protect and empower businesses worldwide.

Join brighthush – Where Your Expertise Meets Impact

If you’re a dedicated, tech‑savvy professional who thrives on solving real‑world problems and delivering exceptional customer experiences, we want to hear from you. Bring your expertise, your curiosity, and your bilingual fluency to brighthush, and help us set new standards for service excellence in the security and technology industry.