German & English Bilingual Customer Experience Specialist – Remote E‑Commerce Support Agent

About brighthush

brighthush is a forward‑thinking customer experience partner that empowers the world’s fastest‑growing e‑commerce brands. With a global footprint and a remote‑first culture, we help businesses turn every customer interaction into a lasting brand promise. Our mission is simple: deliver world‑class support that feels personal, proactive, and effortless—no matter where the customer is located. As we expand our portfolio of high‑growth clients, we’re looking for talented, bilingual professionals who thrive in a fast‑paced, data‑driven environment and who share our passion for turning challenges into opportunities.

Why This Role Matters

In the e‑commerce ecosystem, the customer experience is the single most powerful differentiator. A single unresolved query can turn a potential buyer into a competitor’s fan. As a German & English Bilingual Customer Experience Specialist, you will be the frontline ambassador for our clients’ brands, ensuring that every German‑speaking customer feels heard, valued, and supported. Your work will directly influence customer loyalty, repeat purchase rates, and brand advocacy—key metrics that drive our clients’ revenue growth.

Key Responsibilities

• Provide timely, accurate support to German‑ and English‑speaking customers via live chat, email, and other digital channels.
• Resolve order‑related issues, including shipping, returns, refunds, and payment inquiries, while maintaining a high level of customer satisfaction.
• Escalate complex or sensitive cases to the appropriate internal teams, ensuring a seamless hand‑off and follow‑up.
• Document all interactions in the CRM with precision, capturing key details, sentiment, and next steps.
• Offer product knowledge and recommendations that align with the customer’s needs and the brand’s objectives.
• Maintain a proactive approach to problem‑solving, anticipating potential roadblocks and offering pre‑emptive solutions.
• Adhere to brand guidelines, tone of voice, and quality standards while still delivering a natural, conversational experience.
• Collaborate with cross‑functional teams—marketing, logistics, and product—to gather insights and improve the overall customer journey.
• Meet or exceed key performance indicators such as response time, first‑contact resolution, and customer satisfaction scores.
• Participate in continuous improvement initiatives, sharing feedback on process gaps and tool enhancements.

Essential Qualifications

• Minimum of 1 year of professional customer service experience, preferably in e‑commerce, retail, or a related field.
• Fluent written and spoken German and English, with a strong command of both languages in a business context.
• Experience using customer support platforms such as Shopify, Gorgias, Zendesk, Freshdesk, or similar.
• Strong communication and active listening skills, with the ability to de‑escalate tense situations.
• Excellent problem‑solving and critical‑thinking abilities, coupled with a solutions‑oriented mindset.
• Proficiency in using computers, navigating multiple tabs, and managing documentation efficiently.
• Ability to work independently in a remote setting, managing time and priorities without direct supervision.
• Comfortable with learning new systems, tools, and processes quickly.

Preferred Qualifications

• Experience in sales, upselling, or product recommendation within a customer support role.
• Background in handling returns, refunds, and payment disputes.
• Prior remote work experience, demonstrating self‑discipline and reliability.
• Knowledge of e‑commerce best practices, order fulfillment workflows, and customer lifecycle stages.
• Familiarity with analytics dashboards and the ability to interpret data to drive improvements.

Skills & Competencies

• Multilingual fluency (German & English) with a professional tone.
• Strong interpersonal skills and empathy.
• Attention to detail and meticulous record‑keeping.
• Time‑management and multitasking in a high‑volume environment.
• Adaptability to changing priorities and evolving client needs.
• Team collaboration and cross‑functional communication.
• Tech‑savvy: comfortable with CRM systems, knowledge bases, and ticketing tools.

Work From Home Essentials

• Personal laptop or desktop with a reliable operating system.
• Processor: Intel i5 / Ryzen 5 or equivalent.
• Minimum 8 GB RAM.
• High‑speed internet: at least 25 Mbps upload/download.
• Backup internet connection (mobile hotspot or secondary ISP).
• Stable power supply with surge protection.
• Quiet, dedicated workspace free from distractions.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. Every team member has access to:

• Structured onboarding that immerses you in our processes, culture, and tools.
• Ongoing training modules covering product knowledge, customer psychology, and advanced support techniques.
• Mentorship programs pairing you with senior specialists and leaders.
• Clear career ladders: from Specialist to Lead Specialist, then to Team Lead or Customer Success Manager.
• Leadership development workshops and access to industry conferences.
• Regular performance reviews with actionable feedback and goal setting.

Company Culture & Work Environment

brighthush thrives on a culture of transparency, collaboration, and continuous improvement. Even though we’re a remote‑first organization, we make sure every voice is heard through:

• Monthly virtual town halls with founders and global leaders.
• Interest and resource groups that bring together like‑minded teammates.
• Quarterly virtual team‑building events, contests, and celebrations.
• Open communication channels—Slack, Teams, and dedicated project boards.
• Inclusive policies that support work‑life balance, mental health, and personal growth.

Compensation & Benefits

While specific salary ranges may vary by location and experience, brighthush offers competitive compensation packages that include:

• Base salary aligned with industry standards for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction, first‑contact resolution, and team metrics.
• Paid time off: 6 days in the first year, increasing to 12 days annually thereafter.
• Paid parental leave (maternity and paternity) in accordance with local regulations.
• Health and dental coverage options for eligible employees.
• Annual stipend for home‑office equipment upgrades.
• Professional development budget for courses, certifications, and conferences.
• Employee referral program with attractive rewards.
• Regular company swag and branded merchandise.

How to Apply

If you’re passionate about delivering exceptional customer experiences, fluent in German and English, and eager to grow within a dynamic, remote‑first organization, we want to hear from you. Click the link below to submit your application and join the brighthush family.

Apply to this position

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, or any other protected status. We are dedicated to providing reasonable accommodations throughout the hiring process for qualified individuals with disabilities or religious needs.