Remote Customer Service Representative – Italian & English – Global Brand Support Specialist

About brighthush

brighthush is a leading global brand that thrives on delivering exceptional customer experiences across multiple digital touchpoints. With a presence in more than 50 countries, we are committed to creating meaningful connections between our products and the people who love them. Our mission is to empower every customer with reliable, friendly, and personalized support, no matter where they are in the world.

Why Join brighthush?

At brighthush, we believe that great customer service is the cornerstone of lasting brand loyalty. As a Remote Customer Service Representative fluent in Italian and English, you will become an integral part of a dynamic, multicultural team that values innovation, empathy, and continuous improvement. Working from the comfort of your home in Portugal, you will enjoy flexible scheduling, a supportive virtual environment, and the opportunity to grow your career while making a real impact on our global community.

Key Responsibilities

• Multichannel Support Excellence: Provide timely, accurate assistance to customers via phone, email, live chat, and social media, covering pre‑sales inquiries, general questions, and technical issues.
• Brand Voice Stewardship: Adapt brighthush’s tone and messaging to suit private channels (phone, email, chat) and public platforms (social media, forums, e‑commerce reviews), ensuring consistency and professionalism.
• Escalation Management: Identify, document, and resolve customer escalations according to established protocols, escalating to higher tiers when necessary and maintaining clear communication throughout the process.
• Case Documentation: Accurately record all customer interactions, solutions, and follow‑up actions in our CRM system, ensuring data integrity and knowledge sharing.
• Continuous Improvement: Participate in regular training sessions, share insights with the team, and contribute to the development of best practices and knowledge base articles.
• Performance Metrics: Meet or exceed key performance indicators such as response time, resolution rate, customer satisfaction scores, and quality assurance benchmarks.

Essential Qualifications

• Native Italian speaker with advanced proficiency in English (written and spoken).
• High school diploma or equivalent; higher education is a plus.
• Legal residency in Continental Portugal.
• Strong communication skills, both verbal and written, with the ability to convey complex information clearly and empathetically.
• Proficiency with customer support tools (CRM, ticketing systems, live chat platforms) and a willingness to learn new technologies.
• Self‑motivated, organized, and capable of managing multiple tasks in a fast‑paced remote environment.

Preferred Qualifications

• Prior experience in a customer service or technical support role, preferably in a multinational or e‑commerce setting.
• Familiarity with social media management tools (e.g., Hootsuite, Sprout Social) and community engagement best practices.
• Knowledge of basic troubleshooting for web, mobile, or e‑commerce platforms.
• Experience working with remote teams and using collaboration tools such as Slack, Microsoft Teams, or Zoom.
• Additional language skills (e.g., Portuguese, Spanish, French) are a distinct advantage.

Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to solve problems.
• Adaptability: Ability to switch between different communication channels and adjust tone based on context.
• Problem‑Solving: Analytical thinking to diagnose issues quickly and propose effective solutions.
• Time Management: Efficiently prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.
• Team Collaboration: Strong interpersonal skills to work seamlessly with cross‑functional teams across time zones.
• Data‑Driven Decision Making: Comfortable interpreting metrics and using data to improve service quality.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Remote Customer Service Representative, you will have access to:

• Comprehensive onboarding and continuous training modules covering product knowledge, customer psychology, and advanced support techniques.
• Mentorship programs pairing you with senior support specialists and product managers.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Product Feedback Analyst.
• Annual skill‑building workshops, webinars, and certifications in areas like UX, data analytics, and multilingual support.
• Clear career pathways with defined milestones and performance‑based promotions.

Work Environment & Company Culture

brighthush fosters a culture of inclusivity, transparency, and continuous learning. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual coffee chats and team‑building activities.
• Monthly town‑hall meetings where leadership shares updates and celebrates achievements.
• Open‑door policy for feedback and ideas, ensuring every voice is heard.
• Commitment to work‑life balance, with flexible hours and generous paid time off.
• Global diversity initiatives that celebrate cultural differences and promote cross‑cultural collaboration.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for remote multilingual support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health and wellness benefits, including virtual fitness classes and mental health resources.
• Technology stipend to equip you with the necessary hardware and software for remote work.
• Professional development budget for courses, certifications, and conferences.
• Annual company‑wide retreat (virtual or in‑person) to strengthen team bonds.

How to Apply

Ready to elevate your customer service career with brighthush? Submit your resume and a brief cover letter highlighting your experience with Italian and English support, your passion for customer success, and why you’re excited about this role.

Send your application to [email protected] and include the subject line “Remote Customer Service Representative – Italian & English.” We look forward to learning how you can contribute to our mission of delivering world‑class support.

Closing Statement

At brighthush, we believe that every customer interaction is an opportunity to build trust, showcase our brand’s values, and create lasting relationships. If you are a dedicated, bilingual professional who thrives in a fast‑paced, remote environment, we invite you to join our team and help shape the future of customer experience worldwide.

Apply today and become a vital part of a brand that is redefining what it means to serve customers with excellence.