Remote Bilingual Spanish Customer Support Specialist – Elevate Customer Experience with brighthush

About brighthush and the Future of Connected Entertainment

brighthush is a leading innovator in the connected entertainment space, delivering cutting‑edge television, streaming, and digital services to millions of households across the United States. With a relentless focus on customer delight, brighthush blends technology, creativity, and data‑driven insights to create unforgettable viewing experiences. Our mission is simple: make every viewer feel seen, heard, and empowered to enjoy the content they love.

As the world shifts toward hybrid media consumption, brighthush is at the forefront of redefining how people discover, access, and interact with entertainment. We’re proud of our culture of collaboration, continuous learning, and a commitment to diversity and inclusion. Whether you’re a seasoned professional or just starting your career, brighthush offers a dynamic environment where your voice matters and your growth is a priority.

Why This Role Matters

Our Remote Bilingual Spanish Customer Support Specialist will be the first line of support for our Spanish‑speaking customers. You’ll help them navigate billing, troubleshoot technical issues, and discover new features that enhance their viewing experience. By providing clear, compassionate, and timely assistance, you’ll directly influence customer satisfaction scores, reduce churn, and drive upsell opportunities. This role is a critical piece of our customer experience strategy, ensuring that every interaction reflects the high standards and inclusive values of brighthush.

Key Responsibilities

• Customer Interaction: Handle inbound and outbound calls, chats, and emails from Spanish‑speaking customers, ensuring a friendly, professional tone throughout.
• Billing & Account Management: Resolve billing inquiries, process payments, update account information, and guide customers through subscription changes.
• Technical Troubleshooting: Diagnose and resolve common hardware and software issues related to our set‑top boxes, mobile apps, and streaming services.
• Product Promotion: Identify opportunities to upsell or cross‑sell premium services, such as on‑demand packages, cloud DVR, or partner offers, while maintaining a customer‑first mindset.
• Knowledge Base Contribution: Document new issues and solutions in our internal knowledge base to improve team efficiency and customer self‑service.
• Quality Assurance: Adhere to call scripts, quality metrics, and compliance standards, ensuring every interaction meets brighthush’s high service quality.
• Team Collaboration: Work closely with the Technical Support, Billing, and Product teams to resolve complex issues and share customer insights.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to process enhancements that elevate the overall customer experience.

Essential Qualifications

• Fluency in both English and Spanish (written and spoken) with excellent communication skills.
• Minimum of 2 years of customer support experience, preferably in a technical or telecommunications environment.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and Microsoft Office Suite.
• Experience handling billing inquiries and processing payments.
• Self‑motivated, detail‑oriented, and capable of working independently from a home office.
• Valid driver’s license and reliable internet connection (minimum 25 Mbps download).
• Eligibility to work in the United States; Kansas residents are specifically eligible for this role.

Preferred Qualifications

• Experience in the satellite or cable television industry, or with streaming platforms.
• Knowledge of set‑top box hardware, firmware updates, and network troubleshooting.
• Previous experience with upselling or cross‑selling subscription services.
• Familiarity with data privacy regulations (e.g., GDPR, CCPA) and secure handling of customer information.
• Experience working in a remote, distributed team environment.
• Additional language skills (e.g., Portuguese, French) are a plus.

Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Technical Aptitude: Ability to quickly learn new technologies and troubleshoot complex issues.
• Communication Excellence: Clear, concise, and empathetic communication in both Spanish and English.
• Adaptability: Comfortable with evolving processes, new tools, and shifting priorities.
• Collaboration: Strong teamwork skills, with a willingness to share knowledge and support colleagues.
• Time Management: Efficiently handle multiple tasks while meeting performance metrics.
• Data‑Driven Decision Making: Use metrics and customer feedback to drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Remote Bilingual Spanish Customer Support Specialist, you’ll have access to:

• Comprehensive onboarding and paid training programs covering product knowledge, technical troubleshooting, and customer service best practices.
• Ongoing professional development through e‑learning modules, certifications, and workshops.
• Clear career pathways, including opportunities to advance to Senior Support Specialist, Team Lead, or Technical Support Engineer roles.
• Mentorship programs pairing you with experienced leaders in the organization.
• Cross‑functional projects that expose you to product development, marketing, and data analytics teams.
• Annual performance reviews with actionable feedback and personalized growth plans.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. As a remote employee, you’ll enjoy:

• Flexible work hours that accommodate your personal commitments while aligning with customer support shifts.
• A fully equipped home office stipend, including a high‑quality headset, monitor, and ergonomic chair.
• Regular virtual team gatherings, town‑hall meetings, and informal coffee chats to foster connection.
• A commitment to mental health and well‑being, with access to counseling services and wellness programs.
• Recognition programs celebrating outstanding customer service, innovation, and teamwork.
• Inclusive hiring practices that value diverse perspectives and backgrounds.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market standards for remote bilingual support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and upsell targets.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off (vacation, sick leave, and personal days) that grows with tenure.
• Employee assistance program (EAP) for personal and professional support.
• Annual stipend for continuing education and skill development.
• Access to brighthush’s digital library, including streaming services and exclusive content.

How to Apply

Ready to bring your bilingual expertise and passion for customer service to brighthush? Submit your application through our careers portal and join a team that values innovation, collaboration, and the joy of connecting people to the entertainment they love.

and start shaping the future of entertainment support.