German Customer Support Advisor – Remote (Portugal) – German‑English Bilingual Support Specialist

About brighthush and the Opportunity

brighthush is a global leader in digital customer experience, empowering brands to connect with their audiences through seamless, omnichannel support. With a presence in over 30 countries and a commitment to innovation, brighthush is redefining how businesses engage with customers in the digital age. We’re looking for a passionate German Customer Support Advisor who can thrive in a remote, fast‑paced environment and help us deliver world‑class service to our German‑speaking clientele.

Why Join brighthush?

• Impactful Work – Your daily interactions will shape the perception of our brand and directly influence customer loyalty.
• Remote Flexibility – Work from the comfort of your home in Portugal while staying connected to a vibrant, international team.
• Growth & Development – Access to continuous learning programs, mentorship, and clear career pathways within the customer experience domain.
• Diverse Culture – A collaborative environment that values diversity, inclusion, and creative problem‑solving.
• Competitive Compensation – Market‑aligned salary, performance bonuses, and a comprehensive benefits package.

Key Responsibilities

As a German Customer Support Advisor at brighthush, you will be the frontline ambassador for our brand, ensuring every customer interaction is handled with professionalism, empathy, and efficiency. Your day‑to‑day tasks will include:

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries via email, phone, and live chat.
• Resolving customer complaints and escalating issues when necessary.
• Providing detailed product knowledge to answer questions and guide customers through solutions.
• Processing orders, forms, applications, and special requests accurately.
• Keeping meticulous records of customer interactions, transactions, comments, and complaints in our CRM system.
• Collaborating with cross‑functional teams (sales, product, technical support) to resolve complex issues.
• Providing constructive feedback on the efficiency of the customer service process and suggesting improvements.
• Managing a small team of junior customer service representatives, including coaching, performance reviews, and scheduling.
• Ensuring overall customer satisfaction and contributing to our Net Promoter Score (NPS) targets.

Essential Qualifications

• Native or near‑native proficiency in German (both written and spoken).
• Strong command of English (minimum B2 level).
• Experience in a customer‑facing role, preferably in a B2B or B2C environment.
• Excellent communication skills, with the ability to convey complex information clearly and concisely.
• Proficiency with customer support tools (Zendesk, Freshdesk, Intercom, or similar) and CRM systems.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Self‑motivated, organized, and able to manage multiple priorities in a remote setting.
• Availability to work from a quiet, dedicated home office that meets our technical requirements.

Preferred Qualifications

• Previous experience dealing with public sector clients or government agencies.
• Experience managing a team of customer support agents.
• Knowledge of the e‑commerce or SaaS industry.
• Familiarity with data privacy regulations (GDPR, CCPA).
• Additional language skills (e.g., French, Spanish).

Skills & Competencies for Success

• Customer‑Centric Mindset – Always putting the customer first and striving to exceed expectations.
• Adaptability – Quickly adjusting to new processes, tools, and evolving customer needs.
• Collaboration – Working effectively with remote teammates across time zones.
• Analytical Thinking – Using data to identify trends, root causes, and opportunities for improvement.
• Time Management – Prioritizing tasks to meet SLA targets while maintaining quality.
• Conflict Resolution – Turning challenging situations into positive outcomes.
• Continuous Learning – Staying up‑to‑date with industry best practices and product updates.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a German Customer Support Advisor, you will have the chance to:

• Progress to a Senior Support Specialist or Team Lead role.
• Transition into product management, quality assurance, or customer success.
• Participate in leadership training programs and mentorship initiatives.
• Attend industry conferences, webinars, and workshops at no cost.
• Contribute to internal knowledge bases, process documentation, and training materials.

Work Environment & Company Culture

brighthush fosters a culture of transparency, innovation, and mutual respect. Our remote teams are supported by:

• Regular virtual town halls and team‑building events.
• Open communication channels (Slack, Microsoft Teams, Zoom).
• Inclusive policies that celebrate diversity and encourage work‑life balance.
• Access to a digital wellness program, including mental health resources and flexible scheduling.
• A commitment to sustainability, with initiatives to reduce carbon footprint and support local communities.

Compensation, Perks, and Benefits

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

• Base salary aligned with market standards for German‑speaking support roles in Portugal.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health and dental insurance coverage.
• Paid time off, including vacation, sick leave, and public holidays.
• Home‑office stipend to cover equipment, internet, and utilities.
• Professional development budget for courses, certifications, and conferences.
• Employee referral program and recognition awards.

How to Apply

If you’re ready to bring your German language expertise, customer‑service passion, and remote work experience to a forward‑thinking organization, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Support team.

To apply, click the link below and complete the online application. We look forward to exploring how you can contribute to our mission of delivering exceptional customer experiences worldwide.