Multilingual Customer Experience Specialist – Trilingual Support, AI Adoption, Overnight Shift – brighthush

About brighthush

brighthush is a trailblazing marketing automation platform that empowers small and medium‑size businesses to compete with the marketing power of large enterprises. By turning customer data into intelligent, automated campaigns, brighthush helps companies grow faster, engage more deeply, and deliver personalized experiences at scale. Our mission is simple: make every business feel like a marketing powerhouse. We do this by combining cutting‑edge AI, a user‑friendly interface, and a relentless focus on customer success.

Why Join brighthush?

At brighthush, you’ll be part of a vibrant, multicultural team that values curiosity, innovation, and collaboration. We celebrate diversity in every form and believe that a wide range of perspectives fuels creativity and drives better outcomes for our customers. If you thrive in a fast‑paced, high‑impact environment and want to shape the future of marketing technology, brighthush is the place for you.

Key Responsibilities

• Customer Advocacy: Serve as the primary point of contact for our Spanish‑, French‑, and English‑speaking customers during the overnight shift (2:00 AM – 10:00 AM Costa Rica time). Resolve technical issues, answer product questions, and guide users toward achieving their business goals.
• Technical Expertise: Develop a deep, hands‑on understanding of the brighthush platform, including our AI capabilities such as Active Intelligence, AI Campaign Builder, AI Brand Kit, Predictive Sending, and AI‑Suggested Segments. Translate complex technical concepts into clear, actionable guidance.
• Multi‑Channel Support: Manage a high volume of support requests via screen sharing, live chat, email, and phone. Prioritize tickets, maintain response time targets, and ensure a consistent, high‑quality experience across all channels.
• Issue Ownership: Own customer issues from first contact through resolution. Escalate when necessary, collaborate with engineering, product, and marketing teams, and follow up to confirm satisfaction.
• AI‑Powered Insight: Use AI‑driven tools to review and validate automated responses, identify trends, and surface opportunities for knowledge‑base improvement. Apply human judgment to complex or sensitive cases.
• Product Feedback Loop: Identify bugs, propose feature enhancements, and collaborate with development to improve product stability. Draft clear, reproducible bug reports and contribute to the creation of knowledge‑base articles.
• Growth Enablement: Spot upsell and cross‑sell opportunities. Work with the sales and success teams to nurture customer growth conversations and drive adoption of new features.
• Continuous Learning: Stay current on email marketing best practices, deliverability trends, and small‑business sales strategies. Share insights with the team and contribute to internal training materials.

Essential Qualifications

• Fluency in spoken and written English, Spanish, and French with strong reading comprehension in all three languages.
• Experience in SaaS or technical support environments, preferably in marketing automation or related tech.
• Strong analytical, organizational, and communication skills—both written and verbal.
• Proven ability to handle a high volume of tickets while maintaining high quality and accuracy.
• Solutions‑oriented mindset with a passion for creating memorable customer experiences.
• Self‑motivated, entrepreneurial spirit, and proactive approach to problem‑solving.
• Comfortable working the overnight shift (2:00 AM – 10:00 AM Costa Rica time).
• Background check clearance.

Preferred Qualifications

• Prior exposure to AI tools in a customer‑facing role.
• Experience with screen‑sharing software and remote collaboration tools.
• Knowledge of email deliverability, marketing automation workflows, and small‑business sales strategies.
• Experience in a multicultural or global support environment.
• Technical certifications (e.g., AWS, Google Cloud, or Microsoft Azure) are a plus.

Skills & Competencies

• Technical Proficiency: Comfortable troubleshooting software, interpreting logs, and guiding users through configuration steps.
• Communication: Clear, concise, and empathetic communication across multiple channels and languages.
• Problem‑Solving: Ability to think critically under pressure, identify root causes, and propose creative solutions.
• Collaboration: Works effectively with cross‑functional teams—engineering, product, marketing, and sales—to resolve issues and drive continuous improvement.
• Adaptability: Thrives in a fast‑changing environment, quickly learning new features and processes.
• Customer‑Centric Mindset: Places the customer at the center of every decision and action.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. We offer:

• Structured career paths that allow you to move from support to product, engineering, or sales roles.
• Access to LinkedIn Learning and other professional development programs.
• Mentorship from senior leaders and peers across the organization.
• Opportunities to lead cross‑functional projects, such as knowledge‑base revamps or AI‑tool enhancements.
• Regular feedback loops and performance reviews that focus on skill development and career aspirations.

Work Environment & Culture

Our culture is built on:

• Collaboration: Open communication channels, regular team huddles, and a flat hierarchy that encourages idea sharing.
• Inclusive and diverse workplace where every voice is heard.
• Flexibility: While the overnight shift is required, we offer flexible scheduling options and remote work arrangements.
• Innovation: We invest in the latest tools and encourage experimentation to improve customer outcomes.
• Community: Employee Resource Groups (ERGs) support mentorship, networking, and professional growth.

Compensation & Benefits

While specific numbers vary by role and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market rates.
• Performance‑based bonuses and incentive plans.
• Comprehensive health & wellness benefits: medical, dental, vision, and mental‑health coverage for you and your dependents.
• Unlimited paid time off (PTO) and a four‑week paid sabbatical after five years of service.
• Home‑office stipend to cover workspace expenses.
• On‑site meal and transportation perks (where applicable).
• Free subscription to Calm and access to telehealth services.
• Professional development budget and access to industry conferences.

Join Us Today

If you are a trilingual customer‑experience champion who loves technology, thrives in a fast‑paced environment, and is eager to help businesses unlock the power of AI, we want to hear from you. Bring your passion for customer success, your curiosity about AI, and your drive to innovate. Apply now and become a key player in shaping the future of marketing automation at brighthush.