Multilingual Customer Experience Agent – Europe – Remote, Full‑Time, CRM & Ticketing Specialist at brighthush

About brighthush

brighthush is a trailblazing fintech powerhouse that redefines the way people trade, invest, and manage their financial futures. With a global footprint spanning more than 30 countries and a commitment to innovation, brighthush blends cutting‑edge technology with a customer‑centric philosophy to deliver seamless, secure, and intuitive trading experiences. Our mission is simple: empower every individual to take control of their financial destiny, no matter where they are in the world.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑velocity team that thrives on curiosity, collaboration, and continuous improvement. We celebrate diversity, encourage bold ideas, and reward results. Whether you’re a seasoned professional or just starting your career, you’ll find a culture that nurtures growth, offers meaningful impact, and rewards excellence.

Role Overview

We’re looking for a Multilingual Customer Experience Agent to become the frontline voice of brighthush across Europe. In this role, you’ll be the trusted advisor for our global clientele, ensuring every interaction is handled with empathy, accuracy, and speed. You’ll work closely with cross‑functional teams—including product, engineering, and compliance—to resolve complex issues, gather feedback, and help shape the future of our customer experience.

Key Responsibilities

• Client Engagement: Serve as the primary point of contact for customers via phone, chat, and email, providing clear, concise, and friendly support.
• Issue Resolution: Diagnose and troubleshoot a wide range of technical, account, and transactional issues, escalating when necessary.
• Case Management: Log, track, and close tickets in our CRM system, ensuring all details are documented accurately and in a timely manner.
• Process Improvement: Identify recurring pain points, propose solutions, and collaborate with product and engineering teams to implement fixes.
• Compliance & Security: Adhere to all regulatory and internal security protocols, safeguarding customer data and ensuring compliance with GDPR and other relevant regulations.
• Multilingual Support: Provide assistance in English and at least one additional language (German, French, Spanish, or Polish), ensuring clear communication across cultural contexts.
• Weekend & Holiday Coverage: Participate in a rotating schedule that includes weekends and public holidays to maintain 24/7 support coverage.
• Continuous Learning: Stay up‑to‑date with product updates, industry trends, and best practices in customer service.

Essential Qualifications

• Minimum of 1 year of client‑facing experience in a customer support or service role.
• Fluency in English and at least one additional European language (German, French, Spanish, or Polish).
• Strong verbal and written communication skills, with the ability to explain complex concepts in simple terms.
• Experience with CRM and ticketing platforms (e.g., Salesforce, Zendesk, Freshdesk).
• Self‑motivated, detail‑oriented, and capable of working independently in a remote environment.
• Active business registration or eligibility to operate as an independent contractor in your jurisdiction.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and basic troubleshooting of common software issues.

Preferred Qualifications

• Prior experience in the fintech or financial services industry.
• Knowledge of trading platforms, market data, and financial instruments.
• Experience with multi‑channel support (live chat, social media, SMS).
• Understanding of GDPR, KYC, and AML compliance requirements.
• Experience working in a high‑volume, fast‑paced environment.
• Certifications in customer service or related fields (e.g., CSCS).

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Problem‑Solving: Ability to analyze issues, think critically, and devise effective solutions.
• Adaptability: Comfortable with change, learning new tools, and handling evolving customer needs.
• Time Management: Efficiently prioritize tasks, meet SLAs, and manage multiple tickets simultaneously.
• Collaboration: Work seamlessly with cross‑functional teams, sharing insights and feedback.
• Data‑Driven: Use metrics and analytics to track performance and identify improvement opportunities.

Tools & Technologies

• CRM: Salesforce (Lightning), Zendesk, or equivalent.
• Ticketing & Knowledge Base: Zendesk Guide, Freshdesk, or similar.
• Communication: Slack, Microsoft Teams, and email.
• Analytics: Google Analytics, Tableau, or internal dashboards.
• Remote Collaboration: Zoom, Webex, or Teams for virtual meetings.

Career Growth & Learning

At brighthush, we believe that your professional development is as important as your day‑to‑day responsibilities. As a Customer Experience Agent, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product updates, industry trends, and advanced customer service techniques.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Product Analyst, or Customer Success Manager.
• Cross‑departmental projects that expose you to new areas of the business.
• Annual performance reviews with clear pathways for promotion and salary increases.

Work Environment & Culture

brighthush champions a flexible, inclusive, and collaborative culture. Key highlights include:

• Fully remote work model with flexible hours to accommodate different time zones.
• Monthly virtual team‑building events and quarterly in‑person retreats.
• Open‑door communication policy—your voice matters.
• Commitment to mental health and well‑being: access to counseling services, wellness stipends, and regular mindfulness sessions.
• Inclusive hiring practices that celebrate diversity across gender, ethnicity, culture, and background.

Compensation & Benefits

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

• Base salary commensurate with market rates for remote customer support roles in Europe.
• Performance‑based bonuses tied to customer satisfaction scores and ticket resolution metrics.
• Health, dental, and vision insurance for you and your dependents.
• Retirement savings plan with company match.
• Generous paid time off (PTO) and public holidays.
• Professional development stipend for courses, certifications, and conferences.
• Employee stock purchase plan (ESPP) to share in brighthush’s growth.
• Technology stipend to equip you with the best tools for remote work.

How to Apply

If you’re ready to bring your passion for customer service, language skills, and tech savvy to a fast‑moving fintech leader, we’d love to hear from you. Submit your application through our careers portal and join a team that’s shaping the future of global finance.