Multilingual Customer Care Specialist – English & French – Remote, Lviv – Full‑Time – Join brighthush’s Global Support Team

About brighthush

brighthush is a leading global technology and entertainment company that brings immersive digital experiences to millions of users worldwide. With a portfolio that spans cutting‑edge mobile applications, cloud‑based services, and interactive entertainment, brighthush is at the forefront of innovation in the information technology sector. Our mission is to create products that delight users, empower creators, and foster a culture of continuous learning and collaboration.

As part of our commitment to delivering exceptional customer experiences, we are expanding our Customer Care team. We believe that every interaction is an opportunity to build trust, solve problems, and strengthen the bond between our brand and our community. If you are passionate about helping people, thrive in a fast‑paced environment, and enjoy working with diverse teams across the globe, brighthush offers the perfect platform to grow your career.

Why This Role Matters

The Customer Care Specialist will serve as the first line of support for our international user base. You will be the voice that turns frustration into satisfaction, ensuring that every customer feels heard, understood, and valued. Your bilingual fluency in English and French, combined with your ability to navigate digital tools and manage complex workflows, will directly influence our brand’s reputation and user retention.

Key Responsibilities

• Customer Interaction: Respond to inbound support tickets, live chat, and email inquiries in both English and French, maintaining a professional and empathetic tone.
• Issue Resolution: Diagnose and resolve technical, billing, and account‑related issues using our CRM and knowledge base, ensuring timely and accurate solutions.
• Escalation Management: Identify cases that require higher‑level support, document all relevant information, and coordinate with Tier 2/3 teams to achieve swift resolution.
• Process Improvement: Contribute to the continuous refinement of support workflows, suggest enhancements to the knowledge base, and help develop best‑practice documentation.
• Data Accuracy: Log all customer interactions accurately in the CRM, ensuring data integrity for reporting and analytics.
• Team Collaboration: Participate in daily stand‑ups, share insights, and support cross‑functional initiatives such as product launches and user experience studies.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• Language Proficiency: Native or near‑native fluency in English and French; strong written and verbal communication skills in both languages.
• Digital Literacy: Comfortable using Microsoft Office Suite (Word, Excel, PowerPoint), CRM systems (e.g., Zendesk, Freshdesk), and ticketing tools.
• Problem‑Solving Ability: Demonstrated capacity to troubleshoot issues, think critically, and provide clear, actionable solutions.
• Time Management: Proven ability to prioritize tasks, manage a high volume of tickets, and maintain composure under pressure.
• Adaptability: Willingness to learn new technologies, processes, and product updates quickly.
• Remote Work Experience: Familiarity with remote collaboration tools (Slack, Teams, Zoom) and self‑discipline to maintain productivity from home.

Preferred Qualifications

• Experience in a customer support role within the technology or gaming industry.
• Knowledge of basic troubleshooting for mobile and web platforms.
• Experience with multilingual support and cultural sensitivity.
• Familiarity with data analysis tools (Excel, Power BI) to track and report on support metrics.
• Previous exposure to agile workflows and sprint planning.

Core Competencies

• Customer‑Centric Mindset: Passion for helping users and a genuine desire to improve their experience.
• Communication Excellence: Clear, concise, and friendly communication across multiple channels.
• Technical Aptitude: Ability to quickly understand and explain technical concepts to non‑technical users.
• Collaboration: Strong teamwork skills, open to feedback, and proactive in sharing knowledge.
• Resilience: Maintains a positive attitude even when dealing with challenging or repetitive issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Care Specialist, you will have the opportunity to:

• Progress to a Senior Support Engineer or Team Lead role within 12–18 months.
• Participate in cross‑functional projects such as product development, quality assurance, and user research.
• Attend internal training sessions on advanced troubleshooting, product knowledge, and soft‑skills development.
• Earn certifications in CRM platforms, customer experience management, and technical support.
• Engage in mentorship programs, pairing you with experienced professionals across the organization.

Work Environment & Culture at brighthush

Our culture is built on openness, innovation, and respect. We value diversity and encourage every team member to bring their authentic self to work. Key highlights include:

• Remote‑First Flexibility: Work from the comfort of your home in Lviv while staying connected with a global team.
• Collaborative Spirit: Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• Inclusive Leadership: Transparent communication from senior leaders, with open forums for feedback.
• Well‑Being Focus: Access to mental health resources, wellness programs, and a supportive HR team.
• Innovation Hub: Opportunities to contribute ideas that shape product features and customer journeys.

Compensation, Perks, and Benefits

While specific salary figures are tailored to experience and market conditions, brighthush offers a competitive compensation package that includes:

• Competitive base salary with performance‑based bonuses.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Parental leave that exceeds statutory requirements, supporting both maternity and paternity needs.
• Health, dental, and vision insurance plans for employees and their families.
• Flexible work hours and a fully remote work setup with a stipend for home office equipment.
• Professional development budget for courses, conferences, and certifications.
• Employee referral program with attractive rewards.
• Annual company‑wide retreats and virtual social events.

How to Apply

If you are ready to join a forward‑thinking organization that values your voice, expertise, and growth, we encourage you to submit your application today. Please include a resume and a cover letter that highlights your bilingual experience, customer support achievements, and why you’re excited about working with brighthush.

We look forward to exploring how your skills and passion can help us deliver world‑class support to our global community.

Join brighthush – Where Innovation Meets Customer Delight

At brighthush, every team member plays a pivotal role in shaping the future of digital experiences. Your work as a Customer Care Specialist will not only solve problems but also build lasting relationships with users around the world. If you’re eager to grow, learn, and make an impact, this is the place for you.

Apply now and become part of a culture that celebrates curiosity, collaboration, and continuous improvement. We can’t wait to welcome you aboard!