Multilingual Customer Care Specialist – German, French & English – Remote Freelance – 100 Hours/Month – Join brighthush's Dynamic Global Support Team

About brighthush

brighthush is a fast‑growing, customer‑centric scale‑up that connects people with top‑tier beauty, wellness, and household services. With a mission to make everyday life smoother, we empower professionals and consumers alike through a seamless digital platform. Our culture is built on curiosity, empathy, and a relentless drive to deliver world‑class service. As we expand across Europe, we’re looking for passionate, culturally attuned individuals who can help us elevate the customer experience to new heights.

Role Overview

We’re seeking a Freelance Customer Care Specialist who is fluent in German and proficient in either French or English. This role is 100 hours per month, with a flexible schedule that includes Mondays, Tuesdays, weekends, and public holidays. You will be the voice, heart, and smile of brighthush, ensuring that every customer interaction reflects our brand’s commitment to quality, respect, and delight.

Why This Role Matters

At brighthush, the customer is at the center of everything we do. Your ability to understand cultural nuances, resolve conflicts with grace, and match customers with the right professionals will directly influence customer satisfaction, retention, and brand advocacy. As a freelance specialist, you’ll enjoy the freedom of remote work while being an integral part of a vibrant, international team.

Key Responsibilities

• Customer Interaction & Support – Respond to inquiries via phone, chat, and email with empathy, clarity, and a proactive mindset.
• Matchmaking Excellence – Connect customers with the most suitable beauty, massage, or cleaning professionals based on their needs and preferences.
• Partner Relationship Management – Build and maintain strong, collaborative relationships with our professional partners, addressing their questions and ensuring a smooth onboarding experience.
• Conflict Resolution – Identify, de‑escalate, and resolve issues swiftly, turning potential complaints into opportunities for delight.
• Process Improvement – Provide feedback on customer journeys and suggest enhancements to our support workflows and knowledge base.
• Data Accuracy & Reporting – Log interactions accurately in our CRM, track key metrics, and generate regular reports for the Customer Experience team.

Essential Qualifications

• Native‑level German – Fluency is mandatory; you must be able to navigate idiomatic expressions, regional dialects, and cultural references with ease.
• Second Language Proficiency – Advanced proficiency in French or English is required; trilingual (German‑French‑English) is a distinct advantage.
• Customer Service Experience – Minimum 1‑2 years in a customer‑facing role, preferably in a digital or SaaS environment.
• Technical Savvy – Comfortable using web‑based tools, collaborative platforms, and CRM systems.
• Availability – Must be able to commit to 100 hours per month, with coverage on Mondays, Tuesdays, weekends, and public holidays.

Preferred Qualifications

• Experience with Intercom, Notion, Zoho CRM, or similar customer‑support platforms.
• Background in the beauty, wellness, or home‑services industry.
• Experience working in a remote, distributed team environment.
• Strong analytical skills and a data‑driven approach to problem solving.
• Passion for continuous learning and professional development.

Skills & Competencies

• Empathy & Active Listening – Ability to understand and respond to customer emotions and needs.
• Conflict Management – Skilled at de‑escalating tense situations and finding win‑win solutions.
• Organizational Excellence – Strong attention to detail, with a knack for creating and maintaining structured workflows.
• Digital Fluency – Quick to adopt new tools and platforms; comfortable navigating multiple tabs and data sources.
• Communication Mastery – Clear, concise, and culturally sensitive communication in German, French, and English.
• Team Collaboration – Ability to work effectively with cross‑functional teams, even when operating remotely.

Tools & Technology

As a member of the Customer Experience team, you’ll primarily work with:

• Intercom – For live chat and ticket management.
• Notion – For knowledge base, SOPs, and internal collaboration.
• Zoho CRM – For customer data, partner relationships, and reporting.
• Slack / Microsoft Teams – For internal communication.

Working Conditions & Flexibility

• Remote‑First – 100 % remote; work from anywhere with a reliable internet connection.
• Flexible Hours – While you must cover specific days, you can structure your daily schedule to fit your lifestyle.
• Freelance Engagement – Independent contractor status with the benefits of being part of a supportive, collaborative team.

Compensation & Benefits

As a freelance specialist, you’ll receive a competitive hourly rate that reflects your expertise and the value you bring to brighthush. In addition to your base compensation, you’ll be eligible for performance bonuses when you exceed key metrics such as customer satisfaction scores, resolution time, and partner engagement levels.

Other benefits include:

• Access to our internal learning portal and professional development resources.
• Regular virtual team events, including game nights, wellness sessions, and cultural exchange meet‑ups.
• Opportunity to contribute to product roadmaps and influence the future of our customer experience strategy.

Career Growth & Learning Opportunities

While this role is freelance, we value long‑term relationships. Successful specialists may transition into full‑time positions or take on higher‑level responsibilities such as Customer Experience Manager, Partner Success Lead, or Product Support Lead. We encourage continuous learning through:

• Monthly skill‑share workshops hosted by senior team members.
• Access to industry conferences, webinars, and certification programs.
• Mentorship from senior leaders in Customer Experience, Product, and Operations.

Culture & Values at brighthush

brighthush thrives on a culture of curiosity, empathy, and collaboration. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Our team is a mix of freelancers and full‑time employees who share a passion for delivering exceptional service and a love for the little joys in life—whether that’s a perfect cup of coffee, a well‑designed interface, or a relaxing massage.

Application Process

1. Initial Screening – A 30‑minute video call with our Head of Customer Experience to discuss your background and the role’s expectations.
2. Case Study – A 45‑minute practical exercise where you’ll handle a simulated customer scenario, demonstrating your problem‑solving and communication skills.
3. Final Interview – A 60‑minute conversation with the Customer Experience Lead to align on cultural fit, goals, and next steps.

Ready to Join brighthush?

If you’re a culturally attuned, customer‑obsessed professional who thrives in a fast‑paced, remote environment, we want to hear from you. Bring your German fluency, your second‑language expertise, and your passion for service excellence to brighthush, and help us create unforgettable experiences for our customers and partners worldwide.

Apply today and become part of a team that values creativity, collaboration, and the joy of making everyday life a little brighter.