Remote Bilingual Customer Support Specialist – Portuguese & English – Music Streaming Platform – Join brighthush
About brighthush
At brighthush, we are redefining the way people experience music worldwide. Our mission is simple yet powerful: to bring the joy of music to every corner of the globe by providing seamless, personalized, and culturally relevant customer support. As a leading music streaming platform, we empower millions of listeners to discover, share, and enjoy music on their terms. We’re a fully remote, globally distributed team that thrives on creativity, collaboration, and a relentless focus on customer delight.
Position Overview
We’re looking for a Remote Bilingual Customer Support Specialist fluent in both Portuguese and English to become the first point of contact for our diverse user base. In this role, you’ll handle account inquiries, billing questions, technical troubleshooting, and a wide array of platform-related issues through inbound messaging. Your ability to manage multiple conversations simultaneously while maintaining accuracy and empathy will be critical to delivering the exceptional experience that brighthush is known for.
Key Responsibilities
- Customer Interaction: Respond to inbound messages in Portuguese and English, providing timely, accurate, and friendly solutions.
- Issue Resolution: Diagnose and resolve account, billing, and technical issues using detailed workflows and knowledge base resources.
- Multi-Tasking Excellence: Manage 5–6 concurrent chat conversations while navigating multiple systems, ensuring each customer receives the attention they deserve.
- Process Adherence: Follow evolving policies and procedures, updating documentation as needed to reflect new platform features or policy changes.
- Quality Assurance: Maintain high-quality standards by reviewing chat transcripts, providing feedback, and participating in continuous improvement initiatives.
- Collaboration: Work closely with product, engineering, and community teams to relay user feedback and help shape future platform enhancements.
- Self-Management: Schedule and manage your own hours within the required production windows, ensuring coverage during peak times and weekend shifts.
Essential Qualifications
- Fluency in Portuguese and English, both written and spoken.
- Minimum of 1 year of experience in high-volume customer support, preferably via chat or messaging platforms.
- Proven ability to handle 4–6 simultaneous chat conversations with accuracy and professionalism.
- Strong attention to detail and the ability to follow complex, step-by-step workflows.
- Excellent written communication skills, with a knack for crafting clear, concise, and empathetic responses.
- Comfortable with fast-paced, dynamic environments and the ability to remain calm under pressure.
- Experience with customer support tools such as Zendesk, Intercom, or similar ticketing systems.
- Reliable high-speed internet connection (minimum 25 Mbps) and a stable, secure work environment.
- Windows 11 or macOS (Sequoia/Tahoe) laptop/desktop with at least 8 GB RAM (16 GB recommended).
- Dual monitors strongly recommended to efficiently manage multiple conversations and support tools.
Preferred Qualifications
- Experience in the music streaming or digital media industry.
- Knowledge of music licensing, streaming royalties, or related technical concepts.
- Previous exposure to multilingual support teams or international customer bases.
- Familiarity with CRM and knowledge base systems, including the ability to create or update help articles.
- Proficiency with video conferencing tools and the ability to conduct live troubleshooting sessions.
Skills & Competencies
- Communication: Ability to convey complex information in a clear, friendly manner.
- Problem-Solving: Analytical mindset to diagnose issues quickly and propose effective solutions.
- Adaptability: Comfortable with evolving processes and new technologies.
- Time Management: Efficiently prioritize tasks and manage time across multiple conversations.
- Team Player: Collaborative attitude, eager to share insights and support colleagues.
- Customer-Centric: Passion for delivering thoughtful, personalized experiences that exceed expectations.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you’ll have the chance to:
- Progress to a Senior Support Lead role, overseeing a team of agents and shaping support strategy.
- Transition into Product Support, working directly with engineering to resolve complex technical issues.
- Explore opportunities in Community Management, leveraging your bilingual skills to engage with global fan communities.
- Participate in ongoing training programs, including language enrichment, technical certifications, and leadership development.
- Attend virtual conferences and workshops to stay ahead of industry trends and best practices.
Work Environment & Company Culture
brighthush is a fully remote organization that values flexibility, autonomy, and work-life balance. Our culture is built on:
- Inclusivity: A diverse, global team that celebrates different perspectives and backgrounds.
- Collaboration: Regular virtual huddles, cross-functional projects, and open communication channels.
- Innovation: A culture that encourages experimentation, feedback, and continuous improvement.
- Wellness: Access to mental health resources, virtual fitness classes, and flexible scheduling to support personal well‑being.
- Recognition: Monthly shout‑outs, performance bonuses, and a transparent recognition program.
Compensation & Benefits
While specific base pay varies based on experience and location, brighthush offers a competitive compensation package that includes:
- Competitive hourly rate or salary aligned with industry standards.
- Performance-based bonuses and incentive programs.
- Health, dental, and vision insurance options for eligible employees.
- Generous paid time off (PTO) and flexible holiday scheduling.
- Professional development stipend for courses, certifications, and conferences.
- Access to a company-wide digital library of music, podcasts, and learning resources.
- Employee referral bonuses for bringing talented peers into the brighthush family.
Orientation & Scheduling
To ensure a smooth onboarding experience, we require a commitment of 40 hours per week during an 8‑week orientation period. The schedule is divided into two phases:
- Phase 1 (Weeks 1–4): 4:00 AM – 1:00 PM PT (8 hours per day).
- Phase 2 (Weeks 5–8): Self‑scheduled during available production hours, with a minimum of 25 hours per week.
Weekend coverage is essential: at least 12 hours of self‑scheduled work on Saturday and/or Sunday. Use tools like World Time Buddy to coordinate across time zones, with Sacramento, California as the reference point.
Workspace Requirements
- Windows 11 or macOS (Sequoia/Tahoe) laptop/desktop.
- Installation of brighthush security software and a two‑factor authentication app on your mobile device.
- Webcam or smartphone capable of capturing clear photos for troubleshooting.
- Stable broadband internet connection (minimum 25 Mbps).
- At least 8 GB RAM (16 GB recommended).
- Dual monitors strongly recommended for efficient multitasking.
Application Process
Ready to join the brighthush family? Submit your application through our career portal. All qualified applicants will complete language assessments in both Portuguese and English as part of the interview process. We’re committed to equal opportunity and welcome candidates from all backgrounds.
Why brighthush?
At brighthush, you’ll be part of a forward‑thinking, customer‑centric organization that values your voice and empowers you to make a real impact. You’ll work with a global team, learn from industry leaders, and help shape the future of music streaming. If you’re passionate about music, thrive in a fast‑paced environment, and love delivering exceptional customer experiences, we want to hear from you.