Remote brighthush Customer Service Representative – Calls & Chat, Bilingual French/English, Full‑Time, Quebec

About brighthush

brighthush is a leading customer‑experience partner that empowers businesses across Canada to deliver seamless, personalized service. With a portfolio that spans retail, finance, telecommunications, and logistics, we combine cutting‑edge technology with a human touch to build lasting relationships between brands and their customers. Our mission is simple: to transform every interaction into an opportunity for delight. Whether you’re answering a quick query or resolving a complex issue, you’ll be part of a team that values empathy, innovation, and continuous improvement.

Why Join brighthush?

At brighthush, we believe that great work starts with great people. That’s why we invest in our team’s growth, well‑being, and professional development. As a Remote Customer Service Representative, you’ll enjoy:

• Competitive base salary and performance‑based incentives
• Comprehensive health, dental, and vision plans
• Flexible work schedule with evening and weekend coverage options
• Generous paid time off and a supportive holiday calendar
• 401(k) matching and retirement savings plan
• Access to a robust learning platform with courses on communication, conflict resolution, and industry trends
• Regular team‑building events, virtual coffee chats, and a culture that celebrates diversity and inclusion

Position Overview

We’re looking for a highly motivated, bilingual (French/English) Customer Service Representative to join our remote team based in Quebec, near the Laval office. In this role, you’ll be the first point of contact for our clients’ customers, handling inbound calls, live chat, and email inquiries with professionalism and efficiency. Your ability to navigate multiple systems, document interactions accurately, and maintain a calm, courteous demeanor will be key to your success.

Key Responsibilities

• Customer Interaction: Provide exceptional service via phone, chat, and email, ensuring every customer feels heard and supported.
• Issue Resolution: Diagnose and resolve a wide range of customer concerns, from order status to technical troubleshooting, escalating when necessary.
• Documentation: Log all interactions in our CRM with precise, concise notes, ensuring data integrity and compliance with privacy regulations.
• Process Adherence: Follow established scripts, guidelines, and quality standards to maintain consistency across all channels.
• Team Collaboration: Participate in daily huddles, share best practices, and contribute to continuous improvement initiatives.
• Performance Metrics: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Flexibility: Adapt to varying shift schedules, including evenings and weekends, to support a 24/7 customer service model.

Essential Qualifications

• Bilingual proficiency in French and English (written and spoken) with a strong command of Canadian English idioms.
• Typing speed of 40+ words per minute with high accuracy.
• Full‑time availability (up to 40 hours per week) with flexibility for evening and weekend shifts.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.
• Prior experience in customer service or call center environments is a plus but not required.
• Strong problem‑solving skills and the ability to remain calm under pressure.
• Excellent communication skills, both verbal and written.
• Basic computer literacy and comfort navigating multiple software platforms.

Preferred Qualifications

• Experience with CRM systems such as Salesforce, Zendesk, or similar.
• Knowledge of the Canadian postal system or logistics industry.
• Previous remote work experience with a proven track record of meeting performance targets.
• Certification in customer service or related fields.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across all channels.
• Adaptability: Ability to pivot quickly between tasks and handle unexpected challenges.
• Attention to Detail: Accurate data entry and meticulous documentation.
• Time Management: Efficiently prioritize tasks to meet deadlines and KPIs.
• Team Player: Collaborative mindset with a willingness to support colleagues.
• Tech Savvy: Comfortable learning new tools and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. Starting as a Customer Service Representative, you can progress to:

• Senior Customer Support Specialist – leading complex cases and mentoring new hires.
• Team Lead – overseeing a group of representatives, driving performance, and shaping service strategies.
• Customer Experience Manager – shaping the overall customer journey and collaborating with cross‑functional teams.
• Operations Analyst – analyzing data to improve processes, reduce costs, and enhance customer satisfaction.

We provide continuous learning through:

• Monthly skill‑building workshops (e.g., conflict resolution, advanced CRM usage).
• Annual certification sponsorships (e.g., Certified Customer Service Professional).
• Mentorship programs pairing junior staff with seasoned leaders.
• Access to an online learning portal with courses on communication, leadership, and industry trends.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Even though you’ll be working remotely, you’ll feel part of a vibrant community thanks to:

• Weekly virtual town halls with senior leadership.
• Monthly virtual happy hours and themed team events.
• Open‑door policy for feedback and ideas.
• Commitment to diversity, equity, and inclusion – we celebrate the unique perspectives each team member brings.
• Employee wellness initiatives, including virtual fitness classes and mental health resources.

Compensation & Benefits

We offer a competitive base salary of CAD 41,433 per year, with the potential for performance bonuses based on individual and team metrics. In addition to the base pay, you’ll receive:

• 401(k) matching up to 4% of your salary.
• Health, dental, and vision coverage for you and eligible dependents.
• Paid time off (PTO) that accrues monthly, plus paid holidays.
• Flexible work schedule with the ability to choose shifts that fit your lifestyle.
• Professional development stipend to support courses, certifications, and conferences.
• Employee assistance program (EAP) for confidential counseling and support.

How to Apply

Ready to bring your passion for customer service to a dynamic, remote team? Click the link below to submit your application and join brighthush in redefining the customer experience across Canada.

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Join brighthush Today

At brighthush, we’re not just a company – we’re a community of problem‑solvers, innovators, and customer‑centric thinkers. If you’re bilingual, tech‑savvy, and eager to make a real impact from the comfort of your home, we want to hear from you. Apply now and become part of a team that values your voice, supports your growth, and celebrates every success together.