Remote Polish‑Speaking Customer Service Representative – eCommerce Support Specialist at brighthush

Welcome to brighthush – Where Passion Meets Precision

At brighthush, we’re redefining the online retail experience by blending timeless craftsmanship with cutting‑edge technology. Our handcrafted jewellery collection has captured hearts worldwide, and our commitment to exceptional service is what sets us apart. As a global brand, we understand that every customer interaction is an opportunity to build lasting relationships and to showcase the artistry and integrity that define brighthush.

We’re currently looking for a dedicated, customer‑centric professional who speaks fluent Polish and English to join our remote Customer Service team. If you thrive in a fast‑paced, dynamic environment, love solving problems, and want to be part of a brand that values creativity, quality, and community, we want to hear from you.

Key Responsibilities

As a Remote Polish‑Speaking Customer Service Representative, you will be the frontline ambassador for brighthush’s eCommerce platform. Your role will involve:

• Multi‑Channel Support: Respond to customer inquiries via phone, email, live chat, and social media, ensuring a consistent, high‑quality experience across all touchpoints.
• Order Management: Assist with order placement, upselling, tracking, and status updates. Resolve issues related to shipping delays, product availability, and payment discrepancies.
• Returns & Refunds: Process returns, exchanges, and refunds in accordance with brighthush policies, ensuring compliance with EU consumer protection regulations.
• Fraud Prevention: Identify and flag suspicious orders, collaborate with the fraud prevention team, and implement best practices to protect both the customer and the brand.
• Promotions & Product Knowledge: Stay up‑to‑date on current promotions, new product launches, and brand stories to provide accurate, engaging information to customers.
• Customer Relationship Management: Build rapport with repeat customers, gather feedback, and contribute to continuous improvement initiatives.
• Data Entry & Reporting: Log all interactions accurately in our CRM system, generate weekly reports, and highlight trends or recurring issues for the support team.

Essential Skills & Qualifications

• Language Proficiency: Native‑level Polish (C2) and advanced English (C1) – both written and spoken.
• Technical Savvy: Comfortable navigating multiple software platforms (CRM, email, chat, and basic spreadsheet tools). No specialized technical certifications required.
• Communication Excellence: Clear, concise, and empathetic communication style. Ability to tailor tone to diverse customer personalities.
• Problem‑Solving Mindset: Strong analytical skills, with a proactive approach to identifying root causes and proposing effective solutions.
• Adaptability: Ability to thrive in a remote setting, manage time effectively, and maintain high productivity across varying shift schedules.
• Legal Eligibility: EU member state passport or a valid residence card for Greece (or other EU member states).

Preferred Qualifications

• Prior experience in customer support, preferably in eCommerce or luxury retail.
• Familiarity with order‑management systems such as Shopify, Magento, or similar platforms.
• Experience handling returns, refunds, and fraud prevention protocols.
• Knowledge of EU consumer rights and data protection regulations (GDPR).
• Experience working in a remote, distributed team environment.

Core Competencies for Success

• Customer‑First Attitude: Always put the customer’s needs at the forefront, turning challenges into opportunities for delight.
• Attention to Detail: Accuracy in data entry, order processing, and policy adherence.
• Team Collaboration: Work closely with cross‑functional teams—marketing, logistics, and product—to resolve complex issues.
• Continuous Learning: Stay curious about new product lines, industry trends, and emerging customer service technologies.
• Resilience: Maintain composure under pressure, especially during peak sales periods or high‑volume support windows.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you’ll have the chance to:

• Progress to Senior Support Roles: Demonstrate leadership and subject‑matter expertise to move into Senior Agent, Team Lead, or Manager positions.
• Cross‑Functional Exposure: Participate in projects with marketing, product development, and logistics teams, gaining a holistic view of the business.
• Professional Development: Access to online courses, webinars, and workshops covering customer experience, conflict resolution, and eCommerce best practices.
• Mentorship Programs: Pairing with seasoned professionals to accelerate skill acquisition and career planning.
• Global Mobility: Opportunities to work in different regions or support new market launches, enhancing your international experience.

Work Environment & Company Culture

Remote work is at the core of our operational model, allowing you to balance professional responsibilities with personal life. Our culture is built on:

• Flexibility: While we have core support hours (08:00‑21:00, Monday‑Sunday), we trust you to manage your schedule within those windows.
• Diversity & Inclusion: A vibrant, multicultural team that celebrates different perspectives and backgrounds.
• Transparency: Open communication channels, regular town‑hall meetings, and a flat hierarchy that encourages idea sharing.
• Well‑Being: Access to mental health resources, virtual fitness classes, and a stipend for home office ergonomics.
• Community Impact: Participation in charitable initiatives, such as supporting local artisans and sustainable sourcing projects.

Compensation, Perks, and Benefits

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

• Base Salary: Market‑competitive pay aligned with industry standards for remote customer support roles.
• Performance Bonuses: Incentives tied to customer satisfaction scores, resolution times, and upsell metrics.
• Paid Training: A comprehensive 2‑week onboarding program fully covered by brighthush, ensuring you’re equipped to succeed.
• Health & Wellness: Access to virtual health consultations, mental health support, and a wellness stipend.
• Technology Allowance: Provision of a high‑quality headset, webcam, and a monthly stipend for internet and electricity costs.
• Product Discounts: Exclusive discounts on brighthush jewellery and early access to new collections.
• Flexible Working Hours: Ability to choose shifts that fit your lifestyle within the defined support window.

How to Apply

Ready to bring your passion for customer service and love for Polish language to brighthush? Submit your application through our careers portal or send your resume and a brief cover letter to [email protected]. In your cover letter, highlight:

• Why you’re excited about working with a global, luxury eCommerce brand.
• Examples of how you’ve handled challenging customer interactions in the past.
• Any experience you have with fraud prevention or order management systems.

We look forward to discovering how your skills and enthusiasm can help us continue to delight customers worldwide.

Join brighthush – Where Every Customer Interaction is a Chance to Shine

At brighthush, we’re more than a brand; we’re a community of artisans, designers, and customer‑first professionals dedicated to creating unforgettable experiences. If you’re ready to grow, learn, and make a real impact from the comfort of your own home, we invite you to apply today and become part of our shining family.