German‑Speaking Customer Experience Specialist – Remote, Full‑Time, E‑Commerce Support Excellence

About brighthush

brighthush is a forward‑thinking, remote‑first agency that partners with some of the world’s most dynamic e‑commerce brands. Our mission is simple: empower businesses to deliver unforgettable customer experiences by combining cutting‑edge technology, data‑driven insights, and a passionate team of support professionals. With a global footprint that spans North America, Europe, and Asia, we thrive on agility, collaboration, and a relentless focus on customer delight.

Role Overview

We are seeking a Bilingual German & English Customer Experience Specialist to join our high‑performing remote support squad. In this role, you will be the frontline ambassador for our clients’ customers, ensuring every interaction is handled with empathy, precision, and a proactive mindset. Whether it’s resolving order issues, guiding users through product features, or turning a frustrated shopper into a loyal advocate, you’ll play a pivotal part in shaping the brand’s reputation.

Key Responsibilities

• Provide seamless, multilingual support via chat, email, and other digital channels to German‑ and English‑speaking customers.
• Assist with order processing, product inquiries, payment confirmations, shipping updates, returns, exchanges, and account management.
• Listen actively to customer concerns, diagnose problems, and deliver practical, timely solutions.
• Escalate complex issues to specialized teams while maintaining a calm, professional demeanor.
• Offer clear product information and tailored recommendations to enhance the customer journey.
• Process refunds, exchanges, and other order‑related requests in accordance with client policies.
• Maintain accurate, up‑to‑date records of all customer interactions in the CRM system.
• Adhere to client guidelines while preserving a natural, helpful communication style.
• Collaborate cross‑functionally with product, shipping, and finance teams to resolve outstanding issues.
• Consistently meet or exceed quality, productivity, response‑time, and customer satisfaction metrics.

Essential Qualifications

• Minimum of 1 year of professional customer service experience, preferably in e‑commerce, retail, or a related field.
• Fluency in both written and spoken German and English.
• Proficiency with customer support platforms such as Shopify, Gorgias, Zendesk, Freshdesk, or similar.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Excellent written and verbal communication, with a keen eye for detail.
• Experience handling orders, returns, refunds, payments, or shipping concerns.
• Comfortable working independently in a remote environment.

Preferred Qualifications

• Background in sales, upselling, or product recommendation.
• Experience in BPO or customer success roles.
• Prior remote work experience with a proven track record of meeting performance targets.
• Knowledge of e‑commerce analytics tools and reporting.

Skills & Competencies

• Customer‑centric mindset with a genuine desire to help.
• Strong active listening and empathy.
• Ability to manage multiple conversations and priorities simultaneously.
• Adaptability to new systems, tools, and processes.
• High level of computer literacy and documentation skills.
• Self‑motivation and disciplined time management.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous training programs covering product knowledge, advanced support techniques, and industry trends.
• Mentorship from senior support leaders and cross‑functional managers.
• Clear promotion pathways to roles such as Team Lead, Support Manager, or Customer Success Manager.
• Leadership development workshops and access to industry conferences.
• Regular performance reviews with actionable feedback and growth plans.

Work Environment & Company Culture

brighthush is proud of its vibrant, inclusive culture that thrives in a fully remote setting. We foster:

• Monthly virtual town halls with founders and global team members.
• Interest and resource groups that celebrate diversity and personal growth.
• Team mixers, contests, and virtual events that keep the energy high.
• A collaborative atmosphere where every voice is heard and valued.
• Transparent communication and a flat hierarchy that encourages initiative.

Compensation & Benefits

While specific salary ranges may vary based on experience, we offer a competitive compensation package that includes:

• Base salary commensurate with market standards for remote customer support roles.
• Performance‑based bonuses and client incentives.
• Health and dental coverage options for eligible employees.
• Paid maternity and paternity leave in accordance with local regulations.
• Paid time off: 6 days in the first year, increasing to 12 days annually thereafter.
• Annual stipend for home‑office equipment upgrades.
• Company swag and branded merchandise awarded at key milestones.
• Opportunities for additional paid projects after the initial 90‑day period.

Work‑From‑Home Requirements

• Reliable personal laptop or desktop with a minimum Intel i5 / Ryzen 5 processor.
• At least 8 GB RAM and a stable 25 Mbps upload/download internet connection.
• Backup internet connection and reliable power supply.
• Quiet, dedicated workspace free from distractions.

How to Apply

Ready to elevate customer experiences and grow your career with brighthush? Submit your resume and a brief cover letter highlighting your German and English fluency, relevant experience, and why you’re excited about this role. We look forward to connecting with you!

Equal Opportunity Employer Statement

brighthush is an Equal Opportunity Employer committed to fostering an inclusive, respectful, and equitable workplace for all applicants and team members. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, gender, gender identity, sexual orientation, national origin, ancestry, citizenship status, age, disability, medical condition, or any other characteristic protected by applicable law.