Remote Bilingual Customer Support Specialist – Spanish & English – Music Streaming Experience – Join brighthush

About brighthush

brighthush is a forward‑thinking, fully remote customer experience agency that partners with some of the world’s most beloved brands. We specialize in delivering high‑quality, multilingual support that turns everyday interactions into memorable brand moments. With a culture rooted in innovation, collaboration, and continuous learning, brighthush empowers its team members to grow, thrive, and make a real impact on the global stage.

Why This Role Matters

Our newest partnership brings us into the heart of the music streaming industry, where millions of listeners rely on seamless service to enjoy their favorite tracks, playlists, and podcasts. As the first point of contact for our Spanish‑ and English‑speaking users, you will play a pivotal role in shaping the customer journey, ensuring that every query is resolved with speed, accuracy, and a personal touch.

Key Responsibilities

• Handle high‑volume inbound messaging: Respond to customer inquiries via chat, email, and social media in both Spanish and English.
• Resolve a wide range of issues: From account setup and billing questions to technical troubleshooting and policy clarifications.
• Maintain multiple conversations simultaneously: Manage 5–6 active chats while staying organized and attentive.
• Navigate complex workflows: Apply detailed procedures and knowledge‑base resources to deliver consistent, accurate solutions.
• Adapt to evolving policies: Stay up‑to‑date with new platform features, policy changes, and best practices.
• Collaborate cross‑functionally: Work closely with product, engineering, and community teams to provide feedback and improve the customer experience.
• Measure and report performance: Track key metrics such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• Fluency in Spanish and English, both written and spoken.
• Minimum of 1 year of experience in a high‑volume, inbound customer support role.
• Proven ability to manage 4–6 simultaneous chat conversations.
• Strong attention to detail and a commitment to quality.
• Excellent written communication skills in both languages.
• Comfortable using multiple systems and tools simultaneously.
• Self‑motivated, organized, and able to thrive in a fast‑paced environment.

Preferred Qualifications

• Experience in the tech or entertainment sector, especially with music or streaming services.
• Prior exposure to customer support platforms such as Zendesk, Freshdesk, or Intercom.
• Knowledge of basic troubleshooting for mobile and web applications.
• Experience with two‑factor authentication and security software.
• Familiarity with data privacy regulations (GDPR, CCPA).

Core Skills & Competencies

• Multilingual Communication: Ability to convey empathy, clarity, and professionalism in both Spanish and English.
• Technical Aptitude: Quick learning of new software, APIs, and troubleshooting procedures.
• Time Management: Efficiently juggling multiple tasks while maintaining high accuracy.
• Problem‑Solving: Analytical mindset to diagnose issues and recommend effective solutions.
• Customer‑Centric Mindset: Passion for delivering thoughtful, personalized experiences.
• Team Collaboration: Willingness to share insights and support colleagues across time zones.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as the industry we serve. We offer:

• Structured mentorship programs with senior support leaders.
• Access to industry‑leading training courses in customer experience, product knowledge, and language proficiency.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Product Advocate, or Customer Success Manager.
• Regular performance reviews that align your goals with the company’s strategic vision.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.

Work Environment & Culture

brighthush is a fully remote organization that values flexibility, autonomy, and a healthy work‑life balance. Our culture is built on:

• Inclusivity: A diverse team that celebrates different perspectives and backgrounds.
• Transparency: Open communication channels and regular town‑hall meetings.
• Innovation: Encouragement to experiment, propose new ideas, and iterate on processes.
• Well‑being: Access to mental health resources, virtual fitness classes, and flexible scheduling.
• Community: Regular virtual coffee chats, language exchange sessions, and team‑building activities.

Compensation & Benefits

While specific base pay varies based on experience, location, and role complexity, brighthush offers a competitive compensation package that includes:

• Competitive hourly rate or salary, commensurate with experience.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance options for eligible employees.
• Paid time off, sick leave, and flexible holiday scheduling.
• 401(k) matching for U.S. employees.
• Professional development stipend and access to online learning platforms.
• Technology stipend to support home‑office setup.

Technical & Workspace Requirements

• Reliable Windows 11 or macOS (Sequoia/Tahoe) laptop or desktop.
• Minimum 8 GB RAM (16 GB recommended).
• Dual monitors strongly recommended for efficient multitasking.
• Stable broadband connection (minimum 25 Mbps).
• Webcam or smartphone capable of clear photo capture.
• Willingness to install brighthush security software and a two‑factor authentication app on your mobile device.
• Chromebook users are not eligible for this role.

Orientation & Scheduling

Our orientation is designed to immerse you in brighthush’s culture and workflows while ensuring you’re fully equipped to serve our customers.

• Phase 1 (4 weeks): 4:00 AM – 1:00 PM PT (40 hours per week).
• Phase 2 (4 weeks): Self‑scheduled during available production hours.

After orientation, you will be expected to self‑schedule a minimum of 25 hours per week, with at least 12 hours on weekends (Saturday and/or Sunday). Production hours are available 24 hours a day, 7 days a week, to accommodate global customers.

Equal Opportunity Statement

brighthush is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender identity or expression, sexual orientation, national origin, ancestry, age, physical or mental disability, military status, veteran status, marital or family status, genetic information, medical condition, or any other basis protected by applicable law.

How to Apply

Ready to bring your bilingual support expertise to a vibrant, global team? Click the link below to submit your application and join brighthush in redefining the customer experience for the music streaming industry.