Multilingual Customer Support Specialist – German & English – Elevate Your Career with brighthush

About brighthush

brighthush is a global, digital‑first customer experience and business process outsourcing powerhouse that partners with Fortune 500 brands to deliver world‑class support across the globe. With a presence in over 30 countries and a workforce of more than 15,000 dedicated professionals, we are redefining how businesses connect with their customers. Our culture is built on innovation, collaboration, and a relentless focus on customer delight. We empower our teams to grow, learn, and thrive in a fast‑paced, technology‑driven environment.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that values every voice—both yours and your customers’. We offer:

• Opportunity to work with leading global brands and cutting‑edge technologies.
• Clear career pathways from entry‑level to senior leadership.
• A culture of continuous learning, mentorship, and knowledge sharing.
• Competitive compensation, comprehensive benefits, and a vibrant work environment.

Role Overview

We are looking for a Multilingual Customer Support Specialist who is fluent in German and English to join our dynamic support team. In this role, you will be the first point of contact for our customers, ensuring they receive timely, accurate, and friendly assistance across email, phone, and live chat channels. Your ability to communicate clearly, resolve issues efficiently, and collaborate with cross‑functional teams will be critical to maintaining our high service standards.

Key Responsibilities

• Handle incoming customer inquiries via email, phone, and live chat with professionalism and empathy.
• Provide fast, complete, and friendly responses that align with brighthush’s brand voice and quality guidelines.
• Document all interactions accurately in the ticketing system, ensuring that call scripts and follow‑up actions are recorded.
• Escalate complex tickets to the appropriate internal teams (technical, billing, product, etc.) and track resolution status.
• Send follow‑up emails to customers when necessary, ensuring a seamless handoff and closure of the support cycle.
• Collaborate with the Quality Assurance team to continuously improve response times, resolution rates, and customer satisfaction scores.
• Participate in regular training sessions and knowledge‑sharing workshops to stay current on product updates and industry best practices.
• Contribute to the development of support documentation, FAQs, and knowledge base articles in both German and English.

Essential Qualifications

• Fluency in German and English (minimum B2/C1 level) with excellent written and verbal communication skills.
• Previous experience in a customer support or call center environment, preferably in a B2B or SaaS context.
• Strong problem‑solving abilities and a customer‑centric mindset.
• Proficiency with CRM and ticketing systems (e.g., Zendesk, Freshdesk, Salesforce) and a willingness to learn new tools.
• Ability to work independently and as part of a cross‑functional team in a fast‑paced environment.
• Excellent time‑management skills and the ability to handle multiple priorities simultaneously.

Preferred Qualifications

• Experience working in a global, multicultural team.
• Knowledge of customer experience metrics (CSAT, NPS, First‑Contact Resolution).
• Familiarity with agile methodologies and continuous improvement frameworks.
• Additional language skills (e.g., French, Spanish, Italian) are a plus.
• Background in technical support or troubleshooting for software products.

Core Skills & Competencies

• Communication Excellence: Clear, concise, and empathetic communication in both German and English.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Analytical Thinking: Ability to diagnose problems quickly and propose effective solutions.
• Adaptability: Thrive in a dynamic environment with changing priorities and evolving processes.
• Team Collaboration: Work closely with product, engineering, and sales teams to resolve customer issues.
• Customer‑First Attitude: Passion for delivering exceptional service and turning challenges into opportunities.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Specialist, you will:

• Progress through a structured career ladder that includes roles such as Senior Support Specialist, Team Lead, and Customer Success Manager.
• Access to a comprehensive learning portal featuring courses on product knowledge, soft skills, and leadership development.
• Mentorship from experienced leaders who will guide your professional journey.
• Opportunities to cross‑train in related areas such as product management, quality assurance, and process improvement.
• Annual performance reviews that align your goals with the company’s strategic objectives.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, transparency, and continuous improvement. Our workplace is characterized by:

• Open communication channels where every voice is heard.
• Flexible work arrangements, including hybrid and remote options.
• Regular team‑building events, hackathons, and wellness programs.
• Commitment to sustainability and social responsibility initiatives.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

We offer a competitive and transparent compensation package that reflects your skills and experience:

• Base salary: €1,485 gross per month.
• Performance‑based monthly bonus up to €128 gross.
• Health insurance and dental coverage for you and your dependents.
• Monthly food vouchers (€30.68) and transport allowance (€30.68).
• Co‑financed sports card (€12.27/month) to support your fitness goals.
• Taxi vouchers for night and late‑shift coverage.
• Night‑shift food allowance bonuses paid at month‑end.
• Additional perks such as employee referral bonuses, professional development allowances, and flexible spending accounts.

How to Apply

If you are ready to bring your German and English language skills to a global, customer‑centric organization, we want to hear from you! Please submit your CV in English, highlighting your relevant experience and achievements. Only shortlisted candidates will be contacted.

Join brighthush and become part of a team that is shaping the future of customer experience. Your expertise, passion, and dedication will help us deliver unparalleled support to our clients worldwide.

We look forward to discovering how you can contribute to our success. Apply today and start your journey with brighthush!