Multilingual Customer Experience Specialist – English & Spanish – Remote, Full‑Time, India – Elevate Global Retail Support at brighthush

About brighthush

brighthush is a forward‑thinking, purpose‑driven organization that blends cutting‑edge retail technology with a deep commitment to community and collaboration. With a global footprint that spans e‑commerce, fashion, and lifestyle, we empower professionals to deliver exceptional customer experiences while fostering an inclusive, growth‑oriented culture. Our mission is simple: to create seamless, personalized interactions that turn everyday shoppers into lifelong advocates.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic team that values innovation, empathy, and continuous learning. We offer a fully remote, flexible work model that lets you thrive from the comfort of your own home while staying connected to a vibrant global community. Whether you’re a seasoned customer support veteran or just starting your career, brighthush provides the tools, mentorship, and career pathways to help you grow into a leader in the customer experience domain.

Role Overview

As a Multilingual Customer Experience Specialist, you will serve as the frontline ambassador for our U.S. retail and e‑commerce customers. Your bilingual fluency in English and Spanish will enable you to resolve inquiries, troubleshoot issues, and guide shoppers through a variety of digital and phone‑based channels. You’ll work closely with cross‑functional teams—including product, logistics, and marketing—to ensure every customer interaction reflects brighthush’s high standards of service excellence.

Key Responsibilities

• Handle inbound and outbound customer inquiries via phone, chat, and email, ensuring a consistent, high‑quality experience across all touchpoints.
• Diagnose and resolve service issues, product questions, and order discrepancies with a focus on first‑contact resolution.
• Navigate multiple internal systems (CRM, order management, knowledge base) to retrieve information, update records, and document interactions accurately.
• Escalate complex or high‑priority cases to specialized teams while maintaining clear communication and follow‑up.
• Maintain a 40 WPM typing speed and a 95% accuracy rate to support efficient ticket handling.
• Adhere to company policies, compliance standards, and data privacy regulations in all customer interactions.
• Participate in continuous improvement initiatives, sharing insights and best practices to enhance the customer journey.
• Contribute to the development and refinement of multilingual support content, ensuring clarity and cultural relevance.

Essential Qualifications

• Minimum of 2 years of phone‑based call center experience supporting U.S. retail or e‑commerce customers.
• Fluency in both English and Spanish at a C2 level, with strong written and verbal communication skills in both languages.
• Proven ability to type at least 40 words per minute with high accuracy.
• Experience working remotely, including managing time zones, maintaining productivity, and using collaboration tools.
• Reliable, quiet home workspace with a minimum of 100 Mbps internet speed and a 9‑hour power backup to ensure uninterrupted service.
• Strong problem‑solving skills and a customer‑centric mindset.
• Basic proficiency with CRM platforms (e.g., Salesforce, Zendesk) and Microsoft Office Suite.

Preferred Qualifications

• Experience with bilingual customer support in a multicultural environment.
• Knowledge of U.S. retail policies, shipping logistics, and return processes.
• Familiarity with data privacy regulations such as GDPR and CCPA.
• Previous exposure to performance metrics, KPI tracking, and quality assurance programs.
• Additional language skills or certifications in customer service excellence.

Skills & Competencies

• Exceptional listening and empathy skills, enabling you to understand and address customer needs quickly.
• Strong multitasking ability, managing multiple open tickets while maintaining high quality.
• Adaptability to changing priorities and evolving product offerings.
• Team collaboration, sharing knowledge and best practices with peers and managers.
• Analytical mindset, using data to identify trends and propose improvements.
• Resilience under pressure, maintaining composure during high‑volume periods.

Career Growth & Learning Opportunities

At brighthush, we believe that learning never stops. As a Customer Experience Specialist, you will have access to:

• Structured onboarding and continuous training modules covering product knowledge, customer service techniques, and industry trends.
• Mentorship programs pairing you with senior specialists and managers for career guidance.
• Cross‑functional projects that expose you to logistics, marketing, and product development teams.
• Clear promotion pathways to roles such as Senior Specialist, Team Lead, Customer Success Manager, or Operations Analyst.
• Annual skill‑based bonuses and performance‑based incentives tied to customer satisfaction scores and efficiency metrics.

Work Environment & Company Culture

brighthush’s remote culture is built on trust, transparency, and a shared passion for customer delight. We celebrate diversity, encourage open communication, and provide the flexibility to balance work and life. Our virtual community includes:

• Weekly virtual coffee chats and team huddles to foster connection.
• Monthly learning sessions featuring industry experts and internal thought leaders.
• Annual virtual retreats that bring together employees from all regions for team building and strategy alignment.
• Inclusive policies that support work‑life balance, including flexible scheduling and mental health resources.

Compensation & Benefits

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

• Base salary commensurate with market rates for bilingual customer support roles.
• Performance‑based bonuses tied to key metrics such as first‑contact resolution and customer satisfaction.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company matching contributions.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Parental leave program supporting new parents with paid maternity and paternity leave.
• Professional development stipend for courses, certifications, and conferences.
• Access to an employee wellness portal offering mental health support, fitness resources, and mindfulness programs.

How to Apply

Ready to bring your bilingual expertise and customer‑centric mindset to brighthush? Submit your application through our career portal or click the link below to start the process. We’re excited to learn how you can help us elevate the customer experience for our global audience.