Remote Bilingual French & English Customer Support Consultant – Global SaaS Solutions – Remote Work Opportunity

About brighthush and the Future of Customer Experience

brighthush is a trailblazing SaaS provider that empowers businesses worldwide to streamline operations, enhance customer engagement, and unlock data-driven insights. With a portfolio of cloud-based solutions that span project management, customer relationship management, and AI-powered analytics, brighthush is at the forefront of the digital transformation wave. Our mission is simple yet ambitious: to deliver intuitive, reliable, and scalable technology that helps our clients thrive in an ever-evolving marketplace.

As part of our rapid expansion, we’re looking for a Remote Bilingual French & English Customer Support Consultant to join our dynamic support team. This role is a critical touchpoint for our global customer base, ensuring that every interaction reflects the high standards of quality, empathy, and professionalism that brighthush is known for.

Why Join brighthush?

• Fully Remote, Flexible Hours: Work from anywhere in the United States and enjoy a schedule that supports work‑life balance.
• Multicultural Environment: Collaborate with teammates from diverse backgrounds and cultures, fostering creativity and innovation.
• Career Growth & Learning: Access to continuous training, mentorship programs, and clear career pathways within the organization.
• Competitive Compensation: USD salary commensurate with experience, plus performance bonuses and equity options.
• Comprehensive Benefits: Health, dental, vision, 401(k) matching, paid time off, and wellness stipends.

Key Responsibilities

As a Customer Support Consultant, you will be the frontline advocate for our clients, ensuring their experience with brighthush products is seamless and satisfying. Your day‑to‑day tasks will include:

• Responding to customer inquiries via email, chat, and ticketing systems in both French and English with a high degree of accuracy and professionalism.
• Diagnosing and resolving technical issues, escalating complex problems to engineering or product teams when necessary.
• Documenting solutions, updating knowledge base articles, and maintaining a clear audit trail of customer interactions.
• Collaborating with cross‑functional teams—Product, Engineering, Sales, and Marketing—to provide feedback on product usability and customer pain points.
• Monitoring and reporting on key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction (CSAT), and net promoter score (NPS).
• Participating in regular training sessions to stay current on product updates, industry trends, and best practices in customer support.
• Ensuring compliance with data privacy regulations (GDPR, CCPA) and internal security protocols when handling sensitive customer data.
• Actively contributing to process improvement initiatives, suggesting SOP enhancements, and sharing insights that drive operational efficiency.

Essential Qualifications

To thrive in this role, you should possess the following:

• Proven experience (2+ years) in customer support, preferably in a SaaS or tech environment.
• Fluency in both French and English—written and spoken—at a professional level.
• Strong analytical and problem‑solving skills, with the ability to troubleshoot technical issues quickly.
• Excellent communication skills, capable of translating complex technical concepts into clear, customer‑friendly language.
• Experience with help desk software (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
• Self‑motivated, detail‑oriented, and able to manage multiple priorities in a fast‑paced environment.
• Basic understanding of cloud technologies, APIs, and integration concepts is a plus.
• Commitment to maintaining confidentiality and adhering to data protection standards.

Preferred Qualifications

We’ll be even more excited if you bring:

• Experience working in a remote-first organization, with a proven track record of self‑management and collaboration across time zones.
• Knowledge of agile methodologies and experience participating in sprint planning or retrospectives.
• Prior exposure to customer success metrics and the ability to translate data into actionable insights.
• Technical background in software development, QA, or IT support.
• Experience with multilingual support or international customer bases.
• Certifications such as ITIL, Six Sigma, or a related field.

Core Skills & Competencies

Success at brighthush requires a blend of technical acumen, interpersonal finesse, and a growth mindset:

• Technical Proficiency: Comfortable navigating web applications, interpreting logs, and using diagnostic tools.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help customers overcome challenges.
• Communication Excellence: Clear, concise, and persuasive writing; active listening; and the ability to tailor messaging to diverse audiences.
• Problem‑Solving: Analytical thinking, root cause analysis, and creative solution generation.
• Collaboration & Teamwork: Ability to work effectively with cross‑functional teams and build strong professional relationships.
• Adaptability: Thrives in a dynamic environment, embraces change, and continuously seeks improvement.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high productivity in a remote setting.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people fuels our collective success. As a Customer Support Consultant, you’ll have access to:

• Structured mentorship programs pairing you with senior leaders across departments.
• Regular skill‑building workshops covering advanced product features, customer success strategies, and emerging tech trends.
• Clear promotion pathways—from Support Specialist to Senior Support Engineer, and eventually to Customer Success Manager or Product Owner roles.
• Opportunities to contribute to product roadmap discussions, ensuring that customer insights shape future releases.
• Cross‑functional project assignments that broaden your experience and expand your professional network.

Work Environment & Company Culture

brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our remote work model is supported by:

• Robust digital collaboration tools (Slack, Microsoft Teams, Zoom, Confluence).
• Regular virtual town halls, team‑building events, and informal “coffee chat” sessions.
• A commitment to diversity, equity, and inclusion, with initiatives that celebrate cultural differences and promote belonging.
• Employee resource groups and community outreach programs that encourage social impact and personal growth.
• Flexible work hours that respect individual time zones and personal commitments.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, you can expect:

• Competitive base salary in USD, aligned with industry standards for remote bilingual support roles.
• Performance‑based bonuses tied to individual and team metrics.
• Equity options that allow you to share in brighthush’s long‑term success.
• Health, dental, and vision insurance plans with generous coverage.
• 401(k) plan with company matching to support your future financial goals.
• Paid time off, sick leave, and parental leave policies that prioritize well‑being.
• Wellness stipend for gym memberships, meditation apps, or home office upgrades.
• Professional development budget for courses, certifications, and conferences.

Ready to Make an Impact?

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced, remote environment, and are fluent in both French and English, we want to hear from you. Join brighthush and become part of a team that values innovation, collaboration, and personal growth.

Take the next step in your career—apply today and help shape the future of customer support at brighthush.