Multilingual Vision Care Customer Experience Specialist – Remote, Full‑Time – Bilingual French & English, CRM & Scheduling Expert, Join brighthush’s Innovative Vision Care Team

About brighthush

brighthush is a trailblazer in the vision‑care landscape, seamlessly blending cutting‑edge science with heartfelt service to illuminate lives across Canada and the United States. With a portfolio of more than 11 trusted brands and 60 state‑of‑the‑art clinics, we are dedicated to enhancing vision and quality of life for millions of patients. Our mission is simple yet powerful: to bring clarity, confidence, and comfort to every individual we serve. At brighthush, we fuse innovation with compassion, creating a workplace where purpose meets progress and every team member can thrive.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a culture that values innovation, collaboration, and personal growth. Our remote‑first approach empowers you to work from anywhere in Canada while staying connected to a vibrant, supportive community. We celebrate diversity, encourage curiosity, and reward excellence with competitive compensation, comprehensive benefits, and a clear path to career advancement. Whether you’re a seasoned professional or just starting your career, brighthush offers the resources, mentorship, and opportunities to help you reach your full potential.

Position Overview

We are seeking a highly motivated Multilingual Vision Care Customer Experience Specialist to join our dynamic remote team. This full‑time role is ideal for individuals who thrive in fast‑paced environments, possess exceptional communication skills in both French and English, and are passionate about delivering outstanding patient experiences. As a key member of our customer support squad, you will be the first point of contact for patients, ensuring seamless interactions from initial inquiry to appointment scheduling and follow‑up. Your role will directly influence patient satisfaction, clinic efficiency, and the overall reputation of brighthush’s Vision Care brand.

Key Responsibilities

• Patient Interaction: Handle inbound calls, emails, and chat inquiries with professionalism and empathy, providing accurate information about services, products, and clinic locations.
• Appointment Coordination: Schedule, reschedule, and confirm appointments across multiple clinics, ensuring optimal use of provider availability and patient convenience.
• Data Management: Update patient records in our CRM system, verify contact details, and maintain data integrity to support seamless cross‑departmental collaboration.
• Issue Resolution: Identify and resolve patient concerns, escalating complex issues to appropriate departments while maintaining a high satisfaction score.
• Process Improvement: Participate in continuous improvement initiatives, sharing insights on workflow efficiencies and customer experience enhancements.
• Team Collaboration: Work closely with sales, marketing, and clinical teams to align on patient needs, product offerings, and service updates.
• Quality Assurance: Monitor call recordings and chat transcripts to ensure compliance with brand guidelines and regulatory standards.
• Reporting: Compile daily, weekly, and monthly metrics on call volume, resolution times, and customer feedback for leadership review.

Essential Qualifications

• High school diploma or equivalent; additional education in communications, healthcare, or business is a plus.
• Minimum of 6 months of customer service or call centre experience, preferably in a healthcare or technical environment.
• Fluent in both French and English (written and spoken) with a strong command of medical terminology.
• Proficiency with CRM platforms and scheduling systems.
• Strong technical aptitude: comfortable navigating multiple applications, troubleshooting basic tech issues, and learning new software quickly.
• Excellent organizational skills, with the ability to manage multiple tasks simultaneously while maintaining attention to detail.
• Commitment to a 5‑week paid remote training program, followed by ongoing professional development.
• Availability to work Monday‑Friday, 8 a.m.–8 p.m. Eastern Time, with flexibility for occasional weekend or holiday coverage as needed.

Preferred Qualifications

• Experience in the vision‑care or broader healthcare sector.
• Knowledge of eye‑health products, procedures, and industry regulations.
• Prior exposure to bilingual customer support in a high‑volume setting.
• Certification in customer service or related fields.
• Demonstrated ability to work independently in a remote environment, maintaining productivity and communication.

Core Competencies & Skills

• Communication: Clear, concise, and empathetic communication across multiple channels.
• Problem‑Solving: Analytical mindset to diagnose issues and propose effective solutions.
• Adaptability: Ability to thrive in a rapidly evolving industry and adapt to new technologies.
• Team Player: Collaborative spirit, ready to support colleagues and share best practices.
• Customer‑Centric Mindset: Passion for exceeding patient expectations and fostering loyalty.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.
• Attention to Detail: Accuracy in data entry, documentation, and compliance with regulatory standards.
• Resilience: Ability to handle high‑volume interactions while maintaining composure and positivity.

Career Growth & Learning Opportunities

At brighthush, we believe that your career should evolve alongside your aspirations. As a Multilingual Vision Care Customer Experience Specialist, you will have access to a wealth of resources designed to accelerate your professional journey:

• Structured Onboarding: A comprehensive 5‑week paid training program that covers our products, systems, and customer‑service philosophy.
• Mentorship: Pairing with experienced team members to guide your professional development and provide real‑world insights.
• Skill‑Building Workshops: Regular sessions on advanced CRM usage, sales techniques, and industry trends.
• Career Pathways: Clear progression routes to roles such as Senior Customer Support Specialist, Team Lead, or cross‑functional positions in Sales, Marketing, or Clinical Operations.
• Global Exposure: Opportunities to collaborate with international teams and contribute to global initiatives that shape the future of vision care.
• Leadership Development: Access to leadership training programs that prepare you for managerial roles within brighthush.
• Innovation Labs: Participation in internal hackathons and innovation challenges to bring fresh ideas to life.

Work Environment & Culture

brighthush champions a culture of inclusion, innovation, and well‑being. Our remote model offers flexibility, but we also foster connection through:

• Weekly virtual team huddles and monthly town‑hall meetings.
• Digital collaboration tools that keep everyone in sync.
• Annual virtual retreats and quarterly virtual social events.
• Open‑door policies that encourage feedback and continuous improvement.
• Employee resource groups that celebrate diversity and foster belonging.
• Wellness programs, including mindfulness sessions and virtual fitness challenges.

Compensation & Benefits

While the base salary for this role is competitive, we also offer a comprehensive benefits package designed to support your health, finances, and personal growth:

• Competitive Salary: CAD 41,600 per year, commensurate with experience and performance.
• Paid Time Off: Generous vacation, sick leave, and personal days to recharge.
• Flexible Work Schedule: 4‑day work week options and flexible hours within core time blocks.
• Retirement Plan: Employer‑matched pension contributions to secure your future.
• Health & Wellness: Comprehensive medical, dental, and vision coverage, plus wellness stipends.
• Professional Development: Reimbursement for certifications, courses, and conferences.
• Technology Stipend: Home‑office equipment allowance to ensure a productive remote workspace.
• Employee Assistance Program: Confidential counseling and support services.
• Recognition Programs: Monthly awards for outstanding performance and innovation.

How to Apply

Ready to bring your bilingual customer‑service expertise to a forward‑thinking organization? Click the link below to submit your application and join the brighthush family. We look forward to exploring how your skills and passion can help us continue to illuminate lives across North America.