Remote Bilingual Customer Service Representative – Spanish & English – Join brighthush’s Global Customer Experience Team

About brighthush

brighthush is a leading global consulting, technology, and managed services firm that empowers brands to deliver smarter, more human customer experiences. Leveraging data, AI, and cutting‑edge technology, we help our partners transform every customer interaction into a memorable journey. With a presence in over 30 countries and a workforce of more than 10,000 dedicated professionals, brighthush is at the forefront of digital CX innovation.

Why This Role is a Game‑Changer

As a Remote Bilingual Customer Service Representative, you will be the frontline hero for Spanish‑speaking customers across the United States. Your voice, empathy, and problem‑solving skills will directly influence customer satisfaction, loyalty, and brand perception. This position offers the flexibility of full remote work, the excitement of handling complex escalations, and the chance to grow within a company that values continuous learning and community impact.

Key Responsibilities

• Handle Incoming Communications: Respond to live chat, email, and voice calls from customers in both Spanish and English, ensuring a seamless, bilingual experience.
• Resolve Escalated Issues: Tackle complex, high‑impact customer problems that require deeper investigation and cross‑functional collaboration.
• Research & Provide Solutions: Utilize internal knowledge bases, CRM tools, and real‑time data to diagnose issues and recommend effective resolutions.
• Document Interactions: Accurately log all customer interactions, solutions, and follow‑up actions in the company’s CRM system.
• Collaborate with Teams: Work closely with technical support, product, and quality assurance teams to ensure consistent, high‑quality service.
• Maintain Service Standards: Adhere to brighthush’s service level agreements (SLAs), quality metrics, and customer experience best practices.
• Continuous Improvement: Provide feedback on process gaps, propose enhancements, and participate in regular training sessions.

Essential Qualifications

• Experience: Minimum of 6 months in a customer service or call center environment, preferably handling bilingual interactions.
• Education: High school diploma or equivalent; additional certifications in customer service or related fields are a plus.
• Language Proficiency: Native or near‑native fluency in both Spanish and English, with excellent written and verbal communication skills.
• Technical Aptitude: Comfortable navigating multiple software platforms (CRM, knowledge base, ticketing systems) and troubleshooting basic technical issues.
• Internet & Equipment: Reliable high‑speed internet connection (minimum 15 Mbps) and a quiet, dedicated workspace.
• Soft Skills: Strong empathy, active listening, problem‑solving mindset, and the ability to remain calm under pressure.

Preferred Qualifications

• Experience with AI‑driven support tools or chatbots.
• Knowledge of customer experience metrics such as CSAT, NPS, and CES.
• Previous exposure to the telecommunications or technology sectors.
• Familiarity with remote collaboration tools (Zoom, Teams, Slack).
• Additional language skills beyond Spanish and English.

Skills & Competencies

• Communication: Clear, concise, and culturally sensitive communication in both languages.
• Analytical Thinking: Ability to dissect complex problems and identify root causes quickly.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Team Collaboration: Work effectively with cross‑functional teams, even when operating remotely.
• Customer‑Centric Mindset: Prioritize the customer’s needs and advocate for them within the organization.
• Time Management: Balance multiple cases simultaneously while meeting SLA targets.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. As a Bilingual Customer Service Representative, you will have access to:

• Structured onboarding and continuous learning modules tailored to your role.
• Mentorship programs pairing you with senior customer experience leaders.
• Career pathways into technical support, product management, or CX strategy.
• Annual performance reviews with clear metrics for advancement.
• Access to thousands of free courses across technology, leadership, and soft skills.

Work Environment & Company Culture

brighthush champions a culture of inclusion, innovation, and impact. Our remote teams enjoy:

• Flexible scheduling to accommodate diverse time zones and personal commitments.
• Regular virtual team building events and community service initiatives.
• A transparent communication style that encourages feedback and idea sharing.
• Recognition programs that celebrate individual and team achievements.
• Commitment to mental and physical well‑being through wellness incentives and resources.

Compensation, Perks & Benefits

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

• Competitive base salary with performance‑based bonuses.
• Paid Time Off (PTO) and flexible holiday scheduling.
• Health, dental, and vision insurance options.
• Tuition reimbursement for approved courses and certifications.
• Health and wellness incentives such as gym memberships or wellness stipends.
• Comprehensive remote work stipend covering home office setup.
• Access to a robust learning platform with thousands of courses.
• Individualized coaching and career development plans.

Ready to Make an Impact?

If you are passionate about delivering exceptional customer experiences, thrive in a bilingual environment, and want to grow with a forward‑thinking organization, brighthush invites you to apply. Join us in shaping the future of customer service and making a difference for millions of customers worldwide.