Multilingual Customer Support Consultant – L1 Technical Assistance, Subscription & Transaction Management (French/English)

About brighthush – Pioneering Global Support-as-a-Service

Welcome to brighthush, the world‑leading intelligent Support‑as‑a‑Service provider that partners with top‑tier technology firms across more than 30 countries. Since 2010, brighthush has empowered industry leaders—ranging from global payment networks to wellness platforms and innovative software developers—to deliver secure, multilingual, and high‑impact customer experiences. With a footprint in over 60 languages and a commitment to a People First philosophy, brighthush offers a vibrant, inclusive, and fully remote work environment where talent thrives, ideas flourish, and careers accelerate.

Why This Role Matters

As a Customer Support Consultant at brighthush, you will be the frontline ambassador for our diverse portfolio of SaaS, software, and hardware solutions. Your expertise will directly influence customer satisfaction, retention, and the overall reputation of brighthush’s partners. If you love solving problems, enjoy multilingual communication, and thrive in a fast‑paced, technology‑driven setting, this is the opportunity to showcase your skills while growing professionally.

Key Responsibilities

• Deliver Level‑1 (L1) customer support via live chat, email, and voice calls, ensuring timely and accurate resolutions.
• Assist customers with product‑related inquiries, “how‑to” requests, and step‑by‑step guidance on using brighthush‑supported solutions.
• Handle payout, transaction status, and subscription‑related questions, providing clear explanations and next‑step recommendations.
• Identify recurring or complex technical issues and efficiently escalate them to the appropriate specialist or engineering team.
• Utilize and continuously enrich the internal knowledge base to troubleshoot common issues and improve self‑service resources.
• Maintain meticulous ticket documentation in the CRM system, ensuring all interactions are logged with precision and professionalism.
• Collaborate with cross‑functional teams—including product, engineering, and quality assurance—to relay customer feedback and contribute to product enhancements.
• Participate in regular training sessions, role‑plays, and performance reviews to sharpen technical and communication skills.

Essential Qualifications

• Language Proficiency: Native‑level fluency in both French and English (minimum C1 level for spoken and written communication).
• Experience: Minimum 6 months of hands‑on experience in a customer or technical support role, preferably within a ticket‑based, multi‑channel environment.
• CRM Expertise: Demonstrated experience using CRM platforms (e.g., Salesforce, Zendesk, HubSpot) to manage tickets, track metrics, and maintain customer histories.
• Technical Aptitude: Ability to follow precise procedures, conduct root‑cause analysis, and research solutions using internal tools and external resources.
• Equipment: Reliable personal computer with at least 16 GB RAM, a stable internet connection (minimum 45 Mbps download / 20 Mbps upload), and a quiet workspace suitable for professional calls.
• Soft Skills: Positive, proactive attitude; strong analytical thinking; excellent written and verbal communication; and a commitment to delivering outstanding customer experiences.

Preferred Qualifications & Nice‑to‑Have Skills

• Prior technical support experience with time‑and‑attendance or workforce management (WFM) software.
• Hands‑on experience with Salesforce or similar advanced CRM tools.
• Familiarity with SaaS subscription models, payment gateways, and transaction reconciliation processes.
• Experience working in fully remote, multicultural teams across different time zones.
• Certification in customer service excellence (e.g., HDI, ITIL) or related fields.

Core Skills & Competencies for Success

• Communication Mastery: Ability to convey complex technical concepts in clear, friendly language for both technical and non‑technical audiences.
• Problem‑Solving: Quick identification of issues, logical troubleshooting, and escalation when necessary.
• Empathy & Patience: Understanding customer emotions, managing expectations, and maintaining composure under pressure.
• Time Management: Efficient handling of multiple tickets simultaneously while meeting service level agreements (SLAs).
• Continuous Learning: Eagerness to stay updated on product releases, industry trends, and emerging support technologies.

Career Growth & Learning Opportunities

At brighthush, your development is a strategic priority. As you master L1 support, you can progress to:

• Senior Support Specialist: Lead complex cases, mentor junior consultants, and influence support processes.
• Technical Support Engineer: Dive deeper into product architecture, code‑level troubleshooting, and API integrations.
• Team Lead or Operations Manager: Oversee a multilingual support team, shape performance metrics, and drive continuous improvement initiatives.
• Product Advocate or Trainer: Translate customer insights into product road‑maps or develop training curricula for internal and external stakeholders.

All roles are supported by a robust learning ecosystem that includes online courses, certifications, internal workshops, and a generous budget for external training.

Work Environment & Culture at brighthush

brighthush prides itself on a culture built on trust, autonomy, and inclusivity. Key cultural pillars include:

• Remote‑First Philosophy: Work from anywhere with flexible scheduling that respects personal time zones.
• No Time‑Tracking Pressure: Focus on outcomes and quality rather than clock‑watching.
• People‑First Management: Leaders who actively mentor, provide constructive feedback, and champion career growth.
• Diverse Community: Collaborate with colleagues from over 30 countries, sharing perspectives that enrich problem‑solving.
• Open Communication: Transparent decision‑making, regular town‑halls, and channels for ideas to be heard.

Compensation, Perks & Benefits

brighthush offers a competitive compensation package paid in USD, complemented by a suite of benefits designed to support both professional and personal well‑being:

• Fixed Schedule: Monday–Friday shifts (5 PM–1 AM or 1 PM–9 PM UTC) that align with global client needs while preserving work‑life balance.
• Fully Remote Work: No commuting, no relocation costs, and the freedom to create a workspace that inspires you.
• Inclusive International Environment: Celebrate cultural diversity through virtual events, language clubs, and global holidays.
• Referral Rewards: Earn bonuses for recommending qualified friends or former colleagues.
• Health & Wellness Support: Access to mental‑health resources, ergonomic advice, and a self‑development fund.
• Performance‑Based Incentives: Quarterly bonuses tied to customer satisfaction scores and personal KPIs.
• Professional Growth Budget: Annual allowance for certifications, conferences, or online learning platforms.

Specific terms—including exact salary ranges, bonus structures, and eligibility for certain benefits—will be detailed in your employment agreement.

Application Process & Next Steps

If you are a proactive, solution‑oriented support specialist who thrives on delivering exceptional customer experiences, we want to hear from you. To apply, submit your English‑language CV through the link below. Our recruitment team will review your application, conduct a brief screening call, and schedule a virtual interview with the hiring manager.

Apply To This Job

Join the brighthush Family

Over 1,500 specialists already contribute to brighthush’s reputation for excellence. By joining us, you become part of a forward‑thinking community that values your voice, invests in your growth, and celebrates your successes. Take the next step in your career—apply today and help shape the future of global customer support.

Equal Opportunity Statement

brighthush is committed to equal treatment of all candidates. We prohibit discrimination on any grounds protected by law and strive to create a workplace where every individual feels respected and valued.