Remote Bilingual Customer Experience Omnichannel Specialist – Spanish & English – Phone, Chat, Email Support – Full‑Time – brighthush

About brighthush

At brighthush, we’re on a mission to redefine the way people experience their homes and the technology that makes them smarter, safer, and more connected. Our flagship products—brighthush’s Litter‑Robot and Feeder‑Robot—are engineered to eliminate everyday hassles, giving pet owners more time to enjoy the quiet brilliance of their furry companions. We’re not just building devices; we’re creating an ecosystem that elevates the entire pet‑care experience, from the moment a new pet arrives at home to the countless moments of joy that follow.

Our culture is built on curiosity, empathy, and a relentless drive to innovate. We empower every team member to bring their unique perspective to the table, to question the status quo, and to shape the future of pet technology. If you’re passionate about delivering world‑class customer experiences and want to be part of a company that values creativity, collaboration, and continuous learning, brighthush is the place for you.

Role Overview

We’re looking for a Remote Bilingual Customer Experience Omnichannel Specialist who can provide exceptional support across phone, chat, and email. This role is integral to our CX Center of Excellence, ensuring that every brighthush customer receives timely, accurate, and friendly assistance. The ideal candidate will thrive in a fast‑paced, dynamic environment, be comfortable working evenings and weekends, and have a genuine passion for helping people solve problems.

Key Responsibilities

• Deliver Best‑in‑Class Support: Handle inbound and outbound customer interactions via phone, chat, and email, providing clear, concise, and accurate information about brighthush products and services.
• Maintain KPI Excellence: Meet or exceed key performance indicators such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Product Troubleshooting: Specialize in diagnosing and resolving issues related to the Litter‑Robot and Feeder‑Robot, including hardware, firmware, and connectivity problems.
• Mobile App Assistance: Offer onboarding guidance, troubleshoot connectivity concerns, and provide best‑practice tips for using the brighthush mobile app.
• Internal Feedback Loop: Capture customer insights, identify recurring pain points, and relay actionable feedback to product, engineering, and marketing teams.
• Beta Testing & Product Development: Participate in beta programs, test new features, and provide candid feedback to help shape future product releases.
• Team Collaboration: Contribute to weekly team meetings, share success stories, and collaborate on creative solutions that enhance the overall customer journey.
• Continuous Improvement: Stay updated on product knowledge, industry trends, and emerging customer service technologies to continually elevate the support experience.
• Additional Duties: Perform other related tasks as needed to support the team and the broader brighthush mission.

Essential Qualifications

• High School Diploma or equivalent.
• Fluent in Spanish (both spoken and written) and English, with the ability to switch seamlessly between languages.
• Minimum of 3 years of customer service experience, preferably in a technical or product‑centric environment.
• Strong verbal, written, and interpersonal communication skills.
• Proficient in data entry, order entry, and basic spreadsheet manipulation.
• Excellent multitasking and prioritization abilities, especially in a high‑volume, fast‑paced setting.
• Team player with a positive, upbeat attitude and a commitment to maintaining a professional atmosphere.
• High level of initiative, self‑motivation, and the ability to inspire others.
• Strong computer literacy, including proficiency with word processing, spreadsheets, and customer‑relationship management (CRM) tools.
• Ability to maintain confidentiality of proprietary information.
• Flexibility to work evenings, weekends, and occasional overtime as required.

Preferred Qualifications

• Experience in help‑desk or technical support roles.
• Familiarity with Google Workspace, Salesforce, and/or Magento.
• Pet ownership or a strong affinity for animals (highly recommended but not mandatory).

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help customers succeed and a knack for turning challenges into opportunities.
• Problem‑Solving: Analytical thinking, troubleshooting skills, and the ability to diagnose issues quickly.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Adaptability: Comfortable with change, new technologies, and evolving processes.
• Collaboration: Ability to work cross‑functionally with engineering, marketing, and product teams.
• Time Management: Efficiently manage multiple tasks while maintaining high quality.
• Tech Savvy: Comfortable learning new software, tools, and platforms.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As an Omnichannel Specialist, you’ll have access to:

• Structured career pathways that can lead to roles in Customer Success Management, Product Support Leadership, or Technical Training.
• Regular training sessions on product updates, customer‑service best practices, and emerging industry trends.
• Mentorship programs pairing you with senior leaders who can guide your professional development.
• Opportunities to contribute to cross‑functional projects, giving you exposure to engineering, marketing, and operations.
• Access to an internal learning portal with courses on communication, data analysis, and technical troubleshooting.

Work Environment & Culture

Although this is a fully remote role, you’ll be part of a vibrant, collaborative team that values transparency, creativity, and mutual respect. We celebrate diversity and encourage every team member to bring their authentic self to work. Our culture is built on:

• Open communication channels, including weekly all‑hands meetings and real‑time chat groups.
• Flexibility in scheduling, allowing you to balance personal commitments while meeting customer needs.
• A supportive environment where feedback is constructive, and successes are celebrated.
• Regular virtual team‑building activities, from trivia nights to wellness challenges.

Compensation & Benefits

We offer a competitive hourly rate of $21.00, with clear pathways for future advancement and performance‑based increases. In addition to base pay, you’ll enjoy:

• Premium Medical, Dental, and Vision insurance.
• Paid parental leave and a dedicated “pawternity” day for new pet adoption.
• brighthush Parents Program and pet‑insurance discounts.
• 401(k) match and flexible spending accounts.
• Company‑paid short‑term disability and life insurance.
• Employee Assistance Program (EAP) for mental health support.
• Generous paid time off and 14 paid holidays.
• Top‑of‑the‑line equipment and a fully stocked virtual office kit.
• brighthush products and swag to keep your workspace vibrant.
• Continuing education support and access to industry conferences.
• Referral program with attractive incentives.

How to Apply

If you’re ready to join a forward‑thinking company that values innovation, empathy, and customer success, we’d love to hear from you. Click the link below to submit your application and take the first step toward an exciting career with brighthush.

Closing Statement

At brighthush, we’re not just building products; we’re building a community of passionate individuals who believe that technology can make life better for people and their pets. As a Remote Bilingual Customer Experience Omnichannel Specialist, you’ll be at the forefront of that mission, ensuring every customer interaction is seamless, supportive, and memorable. If you’re ready to bring your expertise, enthusiasm, and bilingual skills to a company that rewards innovation and values your growth, we encourage you to apply today.