Multilingual Customer Service Specialist – Italian, Spanish & English – Remote Brazil – 11:00 to 20:00 Shift – Zendesk & Customer Support Excellence

About brighthush

brighthush is a forward‑thinking technology company that is redefining how people discover, experience, and share culture and entertainment. With a global footprint and a mission to democratize access to the arts, music, theater, and live events, brighthush brings cutting‑edge digital solutions to audiences worldwide. Our platform blends data science, AI, and immersive storytelling to create personalized, engaging experiences that resonate across continents.

At brighthush, we believe that great customer service is the heartbeat of any successful platform. Our team is built on curiosity, collaboration, and a relentless drive to exceed expectations. Whether you’re a seasoned professional or just starting your career, you’ll find a culture that values innovation, continuous learning, and the freedom to make an impact.

Why This Role Matters

As a Multilingual Customer Service Specialist, you will be the frontline ambassador for brighthush’s global community. Your ability to communicate fluently in Italian, Spanish, and English will help us bridge cultural gaps, resolve complex issues, and ensure that every user feels heard and valued. Working remotely from Brazil, you’ll join a diverse, distributed team that thrives on flexibility, autonomy, and a shared commitment to customer delight.

Key Responsibilities

• Customer Interaction: Respond to inquiries, complaints, and feedback across multiple channels (email, chat, social media) with empathy and professionalism.
• Issue Resolution: Diagnose and resolve incidents, escalating to technical or product teams when necessary, while maintaining a high first‑contact resolution rate.
• Account Management: Assist users with account setup, subscription changes, billing questions, and renewal processes.
• Data Accuracy: Log interactions accurately in Zendesk, ensuring that all tickets are categorized, prioritized, and closed in a timely manner.
• Process Improvement: Identify recurring pain points and collaborate with cross‑functional teams to refine support workflows and knowledge base content.
• Performance Metrics: Meet or exceed key performance indicators such as response time, customer satisfaction score (CSAT), and net promoter score (NPS).
• Team Collaboration: Participate in daily stand‑ups, weekly reviews, and ad‑hoc projects to share insights and best practices.

Essential Qualifications

• Native or near‑native proficiency in Italian.
• Fluency in Spanish or English (or both) with excellent written and verbal communication skills.
• Minimum of 1 year of customer service experience in a fast‑paced, tech‑driven environment.
• Strong organizational skills and the ability to manage multiple tickets simultaneously.
• Proficiency with Zendesk (ticketing, macros, SLAs) or a comparable customer support platform.
• Reside in Brazil and be available for the 11:00 – 20:00 shift (Brazilian time).
• High level of digital literacy, comfortable navigating CRM systems, knowledge bases, and collaboration tools.

Preferred Qualifications

• Experience in the entertainment, media, or event‑ticketing industry.
• Knowledge of AI‑driven recommendation engines or data‑analytics tools.
• Previous exposure to multilingual support teams or international customer bases.
• Certifications in customer experience (CX) or related fields.
• Strong analytical mindset with the ability to interpret support metrics and suggest actionable improvements.

Skills & Competencies

• Communication: Clear, concise, and culturally sensitive communication across languages.
• Problem‑Solving: Ability to troubleshoot technical and non‑technical issues quickly and accurately.
• Empathy & Patience: Understanding user frustrations and turning them into positive experiences.
• Adaptability: Thrives in a dynamic environment with evolving processes and priorities.
• Team Player: Collaborates effectively with product, engineering, and marketing teams.
• Time Management: Prioritizes tasks to meet SLA targets while maintaining quality.
• Continuous Learning: Seeks feedback, attends training, and stays updated on industry trends.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Customer Service Specialist, you will have access to:

• Structured onboarding with mentorship from senior support leaders.
• Regular skill‑building workshops covering advanced Zendesk features, customer psychology, and data‑driven decision making.
• Cross‑functional projects that expose you to product development, marketing, and data science teams.
• Clear career pathways to roles such as Support Lead, Customer Success Manager, or Product Support Engineer.
• Annual performance reviews that align your growth goals with company objectives.

Whether you aspire to become a subject‑matter expert in multilingual support or pivot into product strategy, brighthush provides the resources and culture to make it happen.

Work Environment & Company Culture

brighthush is proud of its inclusive, remote‑first culture. Our distributed teams collaborate through asynchronous communication, weekly video calls, and shared digital workspaces. We celebrate diversity, encourage autonomy, and foster a sense of belonging regardless of location.

Key cultural pillars include:

• Innovation: Experimentation is encouraged; we reward creative solutions that improve the customer journey.
• Transparency: Open communication channels, regular town‑halls, and accessible leadership.
• Well‑being: Flexible work hours, mental health resources, and a focus on work‑life balance.
• Community: Virtual coffee breaks, language exchange sessions, and global team events.

Compensation, Perks & Benefits

While specific figures are tailored to individual experience and market conditions, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote roles in Brazil.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Health and dental insurance coverage for employees and dependents.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Equity or stock‑option program to share in the company’s long‑term success.
• Access to a digital wellness platform and mental health support.

How to Apply

Ready to bring your multilingual customer service expertise to a dynamic, global platform? Click the link below to submit your application and join the brighthush team. We look forward to discovering how your skills and passion can help us create unforgettable experiences for audiences worldwide.