Remote Bilingual Customer Care Specialist – Italian & English – Elevate CX Excellence at brighthush

About brighthush and the Customer Experience Revolution

brighthush is a global pioneer in customer experience (CX) solutions, empowering more than 170,000 associates worldwide to deliver unforgettable interactions for over 750 leading digital‑first brands. Our mission is simple yet powerful: to transform every customer touchpoint into a moment of delight, trust, and loyalty. With a presence in 32 languages and a culture that thrives on innovation, collaboration, and continuous learning, brighthush is redefining what it means to put the customer at the heart of business.

As a Remote Bilingual Customer Care Specialist, you will be the frontline ambassador of brighthush’s CX philosophy. You will help shape the narrative of our clients’ brands by providing exceptional support in both Italian and English, ensuring that every customer feels heard, understood, and valued. If you are passionate about problem‑solving, thrive in a fast‑paced environment, and want to grow your career in a company that rewards excellence, we invite you to join our global team.

Key Responsibilities – What You’ll Do Every Day

• Handle Diverse Customer Inquiries: Respond to phone calls, emails, and live chat messages from customers in Italian and English, providing accurate, timely, and empathetic solutions.
• Drive Resolution with Autonomy: Take ownership of complex situations, think on your feet, and make smart decisions that resolve up to 90% of customer contacts without escalation.
• Deliver Product & Service Expertise: Offer clear, concise advice about our clients’ products and services, consistently exceeding department productivity and quality standards.
• Follow Structured Escalation Protocols: Identify when a case requires escalation, follow predefined rules, and ensure a seamless handover to the appropriate team.
• Understand Customer Needs: Listen actively, ask probing questions, and tailor solutions that align with each customer’s unique situation and our key performance indicators.
• Multi‑System Navigation: Simultaneously manage multiple digital tools—CRM, knowledge base, ticketing systems—to update e‑records promptly and accurately.
• Team Collaboration & Support: Proactively assist colleagues, share best practices, and contribute to a culture of continuous improvement.

Essential Qualifications – What We Expect

• Language Proficiency: Native‑level fluency in Italian (C1) and advanced proficiency in English (B2 or higher).
• Customer‑Facing Experience: Prior experience in a contact center, call center, or any role that requires direct interaction with customers.
• Adaptability: Ability to quickly learn new products, processes, and technologies, and to adjust to evolving business needs.
• Attendance & Reliability: Demonstrated record of excellent attendance and punctuality.
• Computer Literacy: Comfortable navigating multiple software platforms, with strong typing and data entry skills.

Preferred Qualifications – Bonus Points

• Experience with CRM systems such as Salesforce or Zendesk.
• Knowledge of customer service metrics (CSAT, NPS, FCR) and how to influence them.
• Previous exposure to the financial services or e‑commerce sectors.
• Additional language skills (e.g., Spanish, French) are a plus.

Core Skills & Competencies – What Makes You Successful

• Communication Excellence: Clear, concise, and empathetic verbal and written communication in both Italian and English.
• Problem‑Solving: Analytical mindset to diagnose issues quickly and propose effective solutions.
• Time Management – Ability to juggle multiple tasks while maintaining high quality.
• Resilience – Stay calm under pressure and maintain a positive attitude.
• Team Player – Collaborate across departments and share knowledge to elevate overall performance.
• Continuous Learner – Proactively seek feedback and pursue professional development opportunities.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe that every employee’s growth fuels our collective success. As a Remote Bilingual Customer Care Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your integration.
• Regular performance reviews with clear, actionable feedback.
• Internal training modules covering advanced CX techniques, product knowledge, and leadership skills.
• Opportunities to transition into specialized roles such as Quality Assurance Analyst, Customer Success Manager, or CX Strategist.
• Global mobility options for those interested in working from one of our international hubs.

Work Environment & Culture – Why brighthush is a Great Place to Work

Our culture is built on the pillars of innovation, collaboration, and respect. Even though you will be working remotely, you will feel part of a vibrant community through:

• Weekly virtual coffee chats and team stand‑ups.
• Monthly town‑hall meetings where leadership shares company updates and celebrates wins.
• Cross‑functional projects that let you collaborate with colleagues from sales, marketing, and product teams.
• Inclusive initiatives that promote diversity, equity, and belonging.

Compensation, Perks, and Benefits – We Value Your Well‑Being

While specific figures vary by location and role, brighthush offers a competitive remuneration package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to individual and team KPIs.
• Comprehensive health and dental insurance plans.
• Flexible work hours with day shift options.
• Work‑from‑home stipend to support a productive home office.
• Annual gift vouchers, sports club discounts, and wellness programs.
• Paid time off, including holidays, sick leave, and personal days.
• Participation in charity drives, team‑building retreats, and internal competitions.

How to Apply – Join the brighthush Family

If you are ready to bring your bilingual customer care expertise to a global leader in CX, we would love to hear from you. Submit your application through our career portal, and let’s explore how you can make a lasting impact at brighthush.

Apply Now –