Multilingual Customer Support Specialist – German & English – SaaS Platform & Technical Issue Resolution at brighthush

About brighthush

brighthush is a forward‑thinking SaaS company that empowers businesses worldwide to deliver seamless customer experiences and efficient document workflows. With a mission to simplify complex processes through intuitive technology, brighthush has rapidly grown into a trusted partner for enterprises ranging from fintech startups to global enterprises. Our platform is built on a foundation of transparency, speed, and reliability, and we pride ourselves on a culture that values curiosity, collaboration, and continuous learning.

Why Join brighthush?

At brighthush, we believe that great customer support is the heartbeat of any successful SaaS business. We’re looking for a passionate, empathetic, and proactive Multilingual Customer Support Specialist who can help our users navigate our platform with confidence and ease. If you thrive in a fast‑paced environment, enjoy turning complex technical concepts into simple, user‑friendly explanations, and want to grow your career while making a real impact, we want to hear from you.

Key Responsibilities

• Provide first‑line support to customers via email, live chat, and phone, ensuring timely and accurate resolution of issues.
• Guide users through the discovery and utilization of our SaaS platform’s features, helping them unlock full value.
• Document and track customer interactions in our ticketing system, maintaining high standards of data integrity and confidentiality.
• Identify recurring problems and root causes, collaborating with product, engineering, and quality assurance teams to implement permanent fixes.
• Author, edit, and maintain clear, concise knowledge‑base articles and FAQs that empower customers to self‑solve common issues.
• Participate in on‑call rotations, providing after‑hours support as needed, and ensuring smooth handovers between shifts.
• Contribute to continuous improvement initiatives, suggesting enhancements to support processes, tools, and customer communication.
• Act as a brand ambassador, representing brighthush’s values of empathy, transparency, and excellence in every customer interaction.

Essential Qualifications

• Proven experience in a customer‑facing role within SaaS or e‑commerce environments, with a track record of delivering outstanding service.
• Professional working proficiency in German (both spoken and written) and a minimum B2 level in English.
• Strong analytical and problem‑solving skills, with the confidence to handle complex customer requests and troubleshoot technical issues.
• Excellent communication abilities, able to translate technical jargon into clear, user‑friendly language.
• Empathy and active listening skills, with a genuine desire to understand and resolve customer pain points.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, or similar) and knowledge‑base management.
• Self‑motivated, detail‑oriented, and able to manage multiple priorities in a fast‑moving environment.

Preferred Qualifications

• Familiarity with API testing tools such as Postman, and a basic understanding of RESTful APIs.
• Experience with CRM or customer success platforms.
• Prior exposure to technical support for identity verification or document‑management solutions.
• Knowledge of Agile methodologies and cross‑functional collaboration.

Skills & Competencies

• Technical Acumen: Ability to diagnose and resolve software bugs, integration issues, and performance bottlenecks.
• Communication: Clear, concise, and empathetic written and verbal communication in both German and English.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Collaboration: Comfortable working with product, engineering, and sales teams to drive customer success.
• Adaptability: Thrive in a dynamic environment, quickly learning new features and processes.
• Time Management: Prioritize tasks effectively, meet SLAs, and maintain high productivity.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Customer Support Specialist, you’ll have access to:

• Comprehensive onboarding and mentorship from seasoned support leaders.
• Regular training sessions on product updates, new features, and industry best practices.
• Cross‑functional projects that expose you to product management, engineering, and marketing.
• Clear career pathways: from Support Specialist to Senior Specialist, Team Lead, or even Product Specialist roles.
• Opportunities to contribute to product roadmaps by sharing customer insights and feedback.

Work Environment & Culture

brighthush fosters a culture of openness, collaboration, and continuous improvement. Whether you’re working remotely from anywhere in Poland or joining us in Kraków or Warsaw, you’ll experience:

• A supportive, experienced team that values each member’s contributions.
• Full onboarding and a structured learning path to help you hit the ground running.
• Flexible work arrangements: fully remote or hybrid model with office access in Kraków or Warsaw.
• A collaborative environment where ideas are welcomed and innovation is encouraged.
• Regular team events, virtual coffee breaks, and cross‑departmental knowledge sharing.

Compensation & Perks

While specific salary figures are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for SaaS support roles.
• Performance‑based bonuses and incentives.
• Paid on‑call duties outside standard working hours, with a predefined schedule.
• Multisport card for health and wellness activities.
• Private medical care coverage.
• Professional development budget for courses, certifications, and conferences.
• Generous paid time off and flexible holiday policies.

How to Apply

If you’re ready to bring your German language skills, customer‑first mindset, and technical curiosity to a vibrant SaaS company, we’d love to hear from you. Submit your application through our careers portal or click the link below to start the process.

Apply to brighthush Today

Join brighthush – Where Customer Success Meets Innovation

At brighthush, we’re building more than a platform; we’re building a community of passionate professionals who believe that every customer interaction is an opportunity to create lasting value. If you’re excited to help customers thrive, grow your skills, and shape the future of SaaS support, apply now and become part of our journey.