Remote Bilingual Customer Service Specialist – English & Spanish – Texas – 100% Work From Home – Client Support & Inmate Account Management

About brighthush and the Opportunity

brighthush is a leading global customer experience partner that empowers organizations to deliver meaningful, human‑centered interactions across every touchpoint. With a mission to create lasting positive experiences, we help our clients transform the way they connect with customers, employees, and communities. Our work spans industries from telecommunications and finance to public safety and corrections, enabling us to make a real difference in people’s lives.

We are currently expanding our Texas‑based remote team and are looking for dedicated, bilingual Customer Service Specialists who are fluent in both English and Spanish. In this role, you will be the first point of contact for families and clients who need assistance with phone services and the management of inmate account funds. Your work will help keep families connected and ensure that financial transactions for inmates are handled smoothly and securely.

At brighthush, we believe that every interaction matters. Whether you’re answering a call, resolving a technical issue, or guiding a customer through a complex process, you’ll be part of a mission to create a better, more connected world.

Key Responsibilities

• Customer Interaction: Field inbound calls and chat inquiries from customers in a courteous, professional manner, ensuring a positive experience at every touchpoint.
• Issue Resolution: Identify, diagnose, and resolve a wide range of customer concerns, from account inquiries to technical support, while maintaining a calm and friendly demeanor.
• Escalation Management: Forward complex or priority issues to the appropriate internal teams for rapid resolution, following established escalation protocols.
• Documentation: Accurately record every customer interaction and resolution in our computer tracking system, ensuring data integrity and compliance with company policies.
• Multi‑Tasking: Manage multiple applications simultaneously—such as CRM, knowledge base, and communication tools—while engaging in real‑time conversations with customers.
• Performance Excellence: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Continuous Learning: Participate in virtual training sessions and ongoing professional development to stay current on product knowledge and industry best practices.
• Team Collaboration: Work closely with cross‑functional teams—including technical support, billing, and compliance—to deliver seamless customer experiences.

Essential Qualifications

• Minimum of one year of experience in a call center or customer service environment.
• Fluency in both English and Spanish, with strong verbal and written communication skills in each language.
• Proven ability to work independently, manage time effectively, and adhere to a structured schedule with minimal supervision.
• Strong technical aptitude: comfortable troubleshooting basic technical issues on desktop and mobile platforms.
• Experience with CRM or ticketing systems is highly desirable.
• High‑speed, wired internet connection (minimum 25 Mbps upload, 50 Mbps download) and a stable, low‑latency connection (≤ 100 ms).
• Access to a reliable cell phone or tablet (Android 8.0+ or iOS 14+) with the ability to install and use Microsoft Authenticator for multi‑factor authentication.
• Commitment to maintaining a professional, respectful tone in all customer interactions.

Preferred Qualifications

• Experience in the corrections or public‑safety sector, particularly with inmate account management.
• Knowledge of financial transaction processes and compliance requirements.
• Previous experience with remote work and virtual training environments.
• Additional language skills beyond English and Spanish.
• Strong analytical skills and the ability to interpret data to improve service quality.

Skills & Competencies for Success

• Communication: Clear, concise, and empathetic communication in both languages.
• Problem‑Solving: Ability to quickly assess issues and determine the best course of action.
• Adaptability: Thrive in a fast‑paced, dynamic environment with changing priorities.
• Attention to Detail: Meticulous record‑keeping and adherence to compliance standards.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Team Player: Collaborative attitude, willing to share knowledge and support colleagues.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team members. As a Remote Bilingual Customer Service Specialist, you will have access to:

• Comprehensive onboarding and ongoing virtual training modules covering product knowledge, compliance, and soft‑skills development.
• Mentorship programs pairing you with experienced leaders who can guide your career trajectory.
• Clear performance‑based advancement paths—from Senior Specialist to Team Lead, and beyond into managerial or technical roles.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the business.
• Regular feedback sessions and performance reviews to help you set and achieve career goals.

Work Environment & Company Culture

brighthush is built on a foundation of trust, respect, and innovation. Even though you’ll be working from home, you’ll feel connected to a vibrant, global community of professionals who share a common purpose: to make every customer interaction count.

• Flexible Remote Work: 100% remote from your home in Texas, with a structured schedule that balances autonomy and collaboration.
• Inclusive Culture: A diverse workforce that celebrates different perspectives and backgrounds.
• Employee Well‑Being: Access to wellness resources, mental health support, and a culture that encourages work‑life balance.
• Technology‑Enabled Collaboration: State‑of‑the‑art tools for communication, project management, and knowledge sharing.
• Recognition & Rewards: Regular recognition programs, performance bonuses, and opportunities to earn additional incentives.

Compensation, Perks, and Benefits

While the base hourly rate for this role is competitive within the industry, brighthush offers a comprehensive benefits package designed to support your professional and personal life:

• Competitive hourly wage with performance‑based bonuses.
• Health, dental, and vision insurance options (available after a short probationary period).
• Retirement savings plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement for relevant courses.
• Technology stipend to support your home office setup.
• Employee assistance program and mental health resources.
• Regular virtual team events and community outreach initiatives.

Why Join brighthush?

When you join brighthush, you’re not just taking a job—you’re stepping into a role that empowers you to make a tangible difference in people’s lives. You’ll work with a passionate team, receive continuous learning opportunities, and enjoy a flexible, supportive work environment—all while contributing to a mission that matters.

If you are a bilingual, customer‑focused professional who thrives in a fast‑paced, remote setting and is eager to grow your career with a forward‑thinking organization, we want to hear from you.

Apply Today

Ready to bring your skills and passion to brighthush? Click the link below to submit your application and start your journey with us.