Remote Czech & Slovak Customer Support Specialist – Bilingual Client Relations Expert at brighthush

About brighthush

brighthush is a forward‑thinking, technology‑driven customer experience company that empowers businesses worldwide to deliver seamless, personalized support. With a global footprint spanning Europe, North America, and Asia, we harness the latest in AI, automation, and human‑centric design to create solutions that delight customers and drive measurable growth for our partners. Our culture is built on curiosity, collaboration, and a relentless commitment to excellence. Whether you’re a seasoned support professional or an ambitious newcomer, brighthush offers a dynamic environment where your voice matters and your career can flourish.

Why This Role Is a Game‑Changer

As a Remote Czech & Slovak Customer Support Specialist, you will be the frontline ambassador for brighthush’s clients across Central Europe. Your bilingual fluency in Czech, Slovak, and English will enable you to resolve complex inquiries, provide proactive guidance, and build lasting relationships—all from the comfort of your own home. This role is not just about answering tickets; it’s about shaping the customer journey, influencing product improvements, and contributing to a culture of continuous learning.

Key Responsibilities

• Multilingual Support Excellence: Respond to customer inquiries via chat, email, and phone in Czech, Slovak, and English, ensuring timely, accurate, and empathetic resolutions.
• Issue Escalation & Collaboration: Identify and triage high‑priority issues, collaborating with product, engineering, and quality teams to expedite fixes.
• Knowledge Base Contribution: Create, update, and maintain support articles, FAQs, and troubleshooting guides in multiple languages.
• Customer Advocacy: Act as the voice of the customer within brighthush, providing insights that inform product roadmap and service enhancements.
• Performance Metrics: Meet or exceed key performance indicators such as first‑response time, resolution time, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Continuous Improvement: Participate in regular training sessions, share best practices, and contribute to process optimization initiatives.
• Compliance & Security: Adhere to data privacy regulations (GDPR, CCPA) and internal security protocols when handling sensitive customer information.

Essential Qualifications

• Minimum of 3 years’ experience in a customer support or client‑facing role, preferably in a SaaS or tech environment.
• Native or near‑native fluency in Czech and Slovak, with a strong command of English at B2 level or higher.
• Proven track record of delivering high‑quality support in a remote or distributed team setting.
• Strong analytical skills, with the ability to diagnose issues, identify root causes, and propose actionable solutions.
• Excellent written and verbal communication skills, with a keen eye for detail and a customer‑centric mindset.
• Experience using help‑desk platforms (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
• Self‑motivated, organized, and capable of managing multiple priorities in a fast‑paced environment.

Preferred Qualifications

• Experience in the fintech, e‑commerce, or digital banking sectors.
• Knowledge of GDPR compliance and data protection best practices.
• Familiarity with AI‑driven support tools and chatbot integration.
• Previous involvement in process improvement projects or quality assurance initiatives.
• Additional language skills (Polish, German, or French) are a plus.

Skills & Competencies

• Customer‑First Attitude: Passion for helping people and turning challenges into opportunities.
• Problem‑Solving: Ability to think critically, troubleshoot effectively, and propose creative solutions.
• Adaptability: Comfortable with evolving tools, processes, and customer expectations.
• Collaboration: Strong teamwork skills, with a history of working cross‑functionally to achieve shared goals.
• Time Management: Efficiently prioritize tasks, meet deadlines, and maintain high productivity.
• Technical Proficiency: Comfortable navigating multiple software platforms, databases, and analytics dashboards.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a Remote Czech & Slovak Customer Support Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your integration into the team.
• Monthly skill‑building workshops covering advanced support techniques, product deep dives, and industry trends.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Product Analyst.
• Annual performance reviews with clear, actionable feedback and personalized development plans.
• Access to an internal learning portal featuring courses on communication, data analytics, and emerging technologies.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and inclusivity. Even though this role is fully remote, you will experience:

• Weekly virtual team stand‑ups and cross‑departmental syncs to keep everyone aligned.
• Quarterly virtual town halls where leadership shares company vision, milestones, and future plans.
• Annual “brighthush Retreat” (virtual or in‑person) that brings together employees for team‑building, learning, and celebration.
• Flexible working hours that respect your personal rhythm while ensuring coverage across time zones.
• A collaborative digital workspace powered by Slack, Microsoft Teams, and Asana, fostering real‑time communication and project tracking.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market rates for bilingual support specialists.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance plans.
• Flexible paid time off (PTO) and paid holidays aligned with local regulations.
• Monthly stipend for home‑office equipment and high‑speed internet.
• Access to mental‑health resources, counseling services, and wellness programs.
• Professional development budget for certifications, conferences, and courses.

How to Apply

Ready to bring your bilingual expertise and customer‑centric passion to brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We’re excited to learn how you can help shape the future of customer experience for our clients across Central Europe.