Remote Bilingual Customer Support Specialist – Vietnamese & English – Music Streaming Platform – Global Remote Opportunity

About brighthush

brighthush is a trailblazing customer experience powerhouse that partners with the world’s most beloved music streaming platforms to deliver seamless, personalized support to millions of listeners worldwide. With a global footprint spanning over 90 countries and a commitment to empowering remote talent, brighthush blends cutting‑edge technology with a culture of creativity, collaboration, and continuous learning. Our mission is simple: to turn every customer interaction into a memorable, brand‑loving experience that fuels loyalty and drives growth.

Why This Role Is a Game‑Changer

As a Remote Bilingual Customer Support Specialist, you will be the first line of communication for our vibrant community of music lovers. You’ll handle account inquiries, billing questions, technical troubleshooting, and a wide array of platform‑related issues—all through inbound messaging in both Vietnamese and English. Your work will directly influence user satisfaction, retention, and the overall perception of brighthush’s partner platform. If you thrive in a fast‑paced, high‑volume environment and love turning challenges into opportunities, this role is designed for you.

Key Responsibilities

• Multi‑Channel Support: Manage 5–6 simultaneous chat conversations, ensuring each customer receives timely, accurate, and friendly assistance.
• Workflow Mastery: Navigate detailed, evolving workflows and knowledge‑base articles to resolve issues efficiently.
• System Proficiency: Switch seamlessly between multiple systems—CRM, ticketing, and internal tools—while maintaining data integrity.
• Quality & Speed Balance: Deliver high‑quality responses at a fast pace, meeting or exceeding response time and resolution metrics.
• Policy Adaptation: Stay current with evolving policies, procedures, and product updates, and apply them consistently.
• Customer Advocacy: Act as the voice of the customer, escalating complex issues and providing feedback to product teams.
• Continuous Learning: Engage in ongoing training to deepen product knowledge and improve support techniques.

Essential Qualifications

• Language Proficiency: Native or near‑native fluency in Vietnamese and English, with excellent written communication skills in both languages.
• High‑Volume Experience: Proven track record in customer support roles that involve managing multiple concurrent chat conversations.
• Technical Aptitude: Comfortable troubleshooting technical issues, navigating support portals, and using help‑desk software.
• Attention to Detail: Ability to maintain accuracy while juggling multiple tasks and conversations.
• Calm Under Pressure: Demonstrated composure in fast‑paced, high‑stress environments.
• Professionalism: Strong interpersonal skills, empathy, and a customer‑first mindset.
• Workspace Requirements: Windows 11 or macOS Sequoia/Tahoe laptop/desktop, 8 GB RAM (16 GB recommended), dual monitors preferred, stable broadband (≥40 Mbps), webcam or smartphone for clear photos, and willingness to install security software and a two‑factor authentication app.

Preferred Qualifications

• Experience with music streaming or media‑centric customer support.
• Familiarity with CRM platforms such as Zendesk, Freshdesk, or similar.
• Prior exposure to remote work environments and self‑management tools.
• Knowledge of industry trends in music streaming, digital rights, and user experience.

Skills & Competencies

• Communication: Clear, concise, and engaging written communication in both Vietnamese and English.
• Problem‑Solving: Analytical mindset to diagnose issues, research solutions, and implement fixes.
• Time Management: Ability to prioritize tasks, manage time effectively, and meet deadlines.
• Adaptability: Quick learner who thrives on change and can adjust to new processes or tools.
• Team Collaboration: Willingness to collaborate with cross‑functional teams—product, engineering, and quality assurance—to improve support workflows.
• Customer Empathy: Genuine care for users, turning frustration into satisfaction.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As you master the art of bilingual support, you’ll have the chance to:

• Advance to Senior Support Specialist or Team Lead roles, managing a small team of agents.
• Transition into Product Support, Quality Assurance, or Customer Success, leveraging your deep product knowledge.
• Participate in mentorship programs, where seasoned experts guide your professional development.
• Attend industry conferences, webinars, and workshops—many of which are fully reimbursed.
• Earn certifications in customer support, CRM tools, or language proficiency.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere, as long as you meet the technical requirements. We foster:

• Inclusive, diverse teams that celebrate different perspectives.
• Transparent communication channels—weekly all‑hands meetings, open Slack channels, and real‑time project boards.
• Flexibility—while we have core hours for collaboration, we trust you to schedule your work around your life.
• Wellness initiatives—virtual fitness classes, mental health resources, and a generous paid time off policy.
• Recognition programs—spot bonuses, peer shout‑outs, and quarterly awards for outstanding performance.

Compensation, Perks, and Benefits

While specific rates vary based on experience and role complexity, brighthush offers a competitive compensation package that includes:

• Base salary or hourly rate commensurate with market standards.
• Performance‑based bonuses tied to customer satisfaction and resolution metrics.
• Health, dental, and vision insurance options for eligible employees.
• 401(k) matching for U.S. employees, with a flexible contribution plan.
• Paid parental leave, sick days, and vacation time.
• Technology stipend to maintain a high‑quality home office setup.
• Access to a global learning platform with courses in customer experience, product management, and language development.

Orientation & Scheduling

We value structure and flexibility. During the 8‑week orientation period, you’ll commit to 40 hours per week, split 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 between 6:00 AM – 7:00 PM PT.

After orientation, you’ll be expected to self‑schedule a minimum of 25 hours per week, with at least 12 hours on weekends (Saturday or Sunday). Our scheduling tool, World Time Buddy, helps you align your hours with the Pacific Time zone and your local time zone.

How to Apply

If you’re ready to bring your bilingual expertise, passion for music, and customer‑centric mindset to a global, remote team, we’d love to hear from you. Click the link below to submit your application and join brighthush in redefining the future of music streaming support.

Apply to This Job

Equal Opportunity Employer

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, national origin, ancestry, age, physical or mental disability, military status, or any other protected status under applicable law.