Multilingual Customer Experience Specialist – French & English – Remote FinTech Support Agent at brighthush

About brighthush

brighthush is a trailblazer in the global financial technology arena, redefining how individuals and institutions trade, invest, and manage risk. Since our inception in the mid‑1990s, we have pioneered the delivery of real‑time market data, cutting‑edge trading platforms, and a suite of financial instruments that empower millions of users worldwide. Our mission is simple yet profound: to democratize access to markets and provide a frictionless, secure, and transparent trading experience for everyone.

With a presence in key financial hubs—Toronto, Krakow, Tokyo, Singapore, and beyond—brighthush blends deep market expertise with a culture of innovation, integrity, and inclusivity. We are proud of our accolades, from industry awards for customer service excellence to recognition as a top employer for diversity and sustainability. At brighthush, we believe that our people are the heart of our success, and we invest heavily in their growth, well‑being, and professional fulfillment.

Why Join brighthush?

• Shape the Future of FinTech – You’ll be at the forefront of customer experience, helping to refine and expand our global trading ecosystem.
• Remote Flexibility – Work from anywhere while collaborating with a dynamic, multicultural team across multiple time zones.
• Career Growth – Access to continuous learning, mentorship, and clear pathways to senior roles in product, operations, and leadership.
• Competitive Compensation & Perks – A comprehensive benefits package, performance bonuses, and a supportive work environment that values work‑life balance.
• Impactful Culture – Join a community that thrives on curiosity, accountability, and a shared commitment to delivering exceptional client outcomes.

Key Responsibilities

As a Customer Experience Specialist, you will be the frontline advocate for our clients, ensuring they receive timely, accurate, and empathetic support across multiple channels.

• Provide multilingual assistance (French & English) via live chat, phone, email, and digital platforms, guiding clients through product usage, account setup, and trade execution.
• Diagnose and resolve technical or procedural issues related to platform access, trading tools, and account management, escalating complex cases as needed.
• Maintain an in‑depth understanding of our full product portfolio—including Forex, CFDs, commodities, indices, and advanced order types—to deliver expert guidance.
• Document all interactions in our CRM (Salesforce) and ticketing systems, ensuring a clear audit trail and adherence to compliance standards.
• Participate in daily operational briefings, training sessions, and knowledge‑sharing workshops to stay current on product updates and regulatory changes.
• Collaborate with cross‑functional teams (Risk, Compliance, Product, Engineering) to identify and implement process improvements that enhance customer satisfaction.
• Champion a positive, can‑do attitude, fostering long‑term client relationships and contributing to our low attrition rates.

Essential Qualifications

• Proven experience in client‑facing roles, preferably within financial services or technology support.
• Hands‑on knowledge of trading instruments (Forex, CFDs, commodities, indices) and market mechanics (leverage, margin calls, order types, spreads).
• Fluency in both French (native) and English (professional proficiency).
• Active business registration or the willingness to establish one, enabling independent contractor status in your country of residence.
• Strong communication skills, with the ability to convey complex information clearly and empathetically.
• Self‑motivated, detail‑oriented, and passionate about continuous learning and product mastery.
• Comfortable using your own device to access systems via Virtual Desktop Infrastructure (VDI).
• Availability to work within North American business hours (typically 8:00 AM–5:00 PM), with flexibility for occasional weekend or holiday coverage on a rotational basis.

Preferred Qualifications

• Experience with modern customer support platforms such as Salesforce, Zendesk, or similar ticketing systems.
• Prior exposure to regulatory compliance frameworks (e.g., MiFID II, GDPR, AML/KYC) within a financial context.
• Background in data analysis or process automation, contributing to operational efficiency.
• Multilingual capabilities beyond French and English (e.g., Spanish, German, Mandarin).

Skills & Competencies

• Customer‑centric mindset with a genuine desire to solve problems.
• Analytical thinking and the ability to troubleshoot technical issues swiftly.
• Excellent written and verbal communication in both French and English.
• Adaptability to fast‑changing environments and evolving product features.
• Team collaboration, cross‑functional coordination, and proactive knowledge sharing.
• Time‑management skills to balance multiple concurrent cases while maintaining high quality.

Career Growth & Learning Opportunities

At brighthush, we view every role as a stepping stone to greater responsibilities. As a Customer Experience Specialist, you will:

• Gain exposure to product development cycles, influencing feature enhancements based on client feedback.
• Participate in leadership development programs, including mentorship, coaching, and project ownership.
• Access a robust learning portal featuring courses on market fundamentals, regulatory updates, and advanced trading strategies.
• Earn certifications (e.g., CFA Level I, FRM, or FinTech specialization) through sponsored tuition and exam reimbursements.
• Progress into senior support roles, team lead positions, or cross‑functional roles in Product Management, Risk, or Compliance.

Work Environment & Culture

Our remote‑first model empowers you to work from anywhere while staying connected through collaborative tools, weekly team huddles, and virtual social events. We celebrate diversity, equity, and inclusion, ensuring that every voice is heard and valued. Our culture is built on:

• Integrity – Transparent communication, ethical decision‑making, and accountability at every level.
• Innovation – Continuous improvement, experimentation, and a willingness to challenge the status quo.
• Collaboration – Cross‑functional teamwork, knowledge sharing, and a supportive peer network.
• Well‑being – Flexible schedules, mental health resources, and a commitment to work‑life balance.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive base rate for independent contractors, supplemented by performance‑based incentives. Additional benefits include:

• Health, dental, and vision coverage (where applicable).
• Retirement savings plan with company match (for eligible contractors).
• Generous paid time off and holiday schedule.
• Access to a global network of events, conferences, and industry meet‑ups.
• Technology stipend to support your home office setup.
• Employee assistance program (EAP) for mental and financial wellness.

How to Apply

We value diverse perspectives and encourage all qualified candidates to apply, even if you feel you only meet some of the qualifications. Your unique experience and enthusiasm are what we truly seek.

Ready to join a team that’s redefining the future of trading? Click the link below to submit your application and take the first step toward an exciting career at brighthush.

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Our Commitment to Diversity & Inclusion

brighthush is an equal‑opportunity employer. We celebrate the unique skills and experiences each individual brings and are committed to creating an inclusive environment where everyone can thrive. If you require accommodations during the recruitment process, please let us know—we are dedicated to providing a seamless experience for all candidates.

Learn More About brighthush

Discover our culture, values, and the impact we’re making in the financial world. Visit our website or connect with us on LinkedIn to stay updated on company news, product launches, and career opportunities.

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Thank You for Your Interest

We appreciate your time and interest in joining brighthush. We look forward to exploring how your skills and passion can contribute to our mission of empowering global traders.