Remote Technical Care Associate – Tier 2 Support Specialist for brighthush Leo Customer Experience (French‑Speaking)

About brighthush

brighthush is a global technology powerhouse that redefines how people shop, stream, and connect. With a relentless focus on innovation, we blend e‑commerce, cloud computing, digital media, and AI infrastructure to deliver seamless experiences to millions of customers worldwide. Our mission is to build the most customer‑centric ecosystem on the planet, and we do it by empowering teams that think differently, act boldly, and collaborate relentlessly.

Why Join brighthush?

As a Remote Technical Care Associate, you will be at the heart of our customer support engine, ensuring that every brighthush Leo user receives the highest level of service. You’ll work across phone, email, and chat, resolving complex technical issues, driving process improvements, and shaping the knowledge base that empowers our support community. This role offers:

• Full remote flexibility with a U.S.‑based schedule
• Competitive base salary plus performance bonuses
• Comprehensive health, dental, and vision coverage from Day 1
• 401(k) plan with company match and generous paid time off
• Unlimited learning budget and access to internal tech courses
• Employee Assistance Program (EAP) and mental health resources
• Inclusive, collaborative culture that celebrates diversity and innovation

Key Responsibilities

As a Tier 2 Technical Care Associate, you will be the second line of defense for brighthush Leo customers. Your day‑to‑day duties will include:

• Escalation Management: Receive, triage, and resolve escalated customer issues from Tier 1 support across phone, email, and chat, ensuring timely and accurate solutions.
• Technical Troubleshooting: Diagnose and resolve complex technical problems related to brighthush Leo’s web and mobile platforms, using diagnostic tools, logs, and customer data.
• Cross‑Functional Collaboration: Partner with engineering, product, and quality assurance teams to investigate root causes, implement fixes, and prevent recurrence.
• Documentation & Knowledge Base: Create clear, concise, and user‑friendly documentation, FAQs, and troubleshooting guides that help both customers and internal teams.
• Process Improvement: Analyze support trends, identify systemic issues, and propose enhancements to support workflows, scripts, and tools.
• Product Evangelism: Stay up‑to‑date on new brighthush Leo features and updates, and communicate changes to customers and internal stakeholders.
• Quality Assurance: Review and validate support tickets to ensure compliance with company standards and continuous improvement of service quality.

Essential Qualifications

• U.S. citizenship, permanent residency, or lawful admission status (refugee/asylum).
• Minimum of 2 years of customer service experience, preferably in a technical or high‑volume environment.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and collaboration tools (Teams, SharePoint).
• High school diploma or equivalent; additional technical certifications (e.g., CompTIA A+, Network+) are a plus.
• Strong analytical skills, meticulous attention to detail, and the ability to troubleshoot complex systems.
• Excellent verbal and written communication in English; French language proficiency is required.
• Experience communicating complex technical concepts to non‑technical audiences.
• Comfortable working in a fast‑paced, high‑volume environment with shifting priorities.

Preferred Qualifications

• Experience with web technologies (HTML, CSS, JavaScript) and understanding of web application architecture.
• Background in troubleshooting network connectivity, browser compatibility, and mobile app issues.
• Previous exposure to customer support platforms (Zendesk, Freshdesk, or similar).
• Knowledge of cloud services (AWS, Azure, or Google Cloud) and basic troubleshooting of cloud‑hosted applications.
• Experience in a bilingual or multilingual support role, with a strong focus on customer empathy.
• Demonstrated ability to lead or mentor junior support agents.

Skills & Competencies

• Technical Proficiency: Comfortable diagnosing and resolving issues across multiple platforms and devices.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenging situations into positive outcomes.
• Problem‑Solving: Ability to think critically, analyze data, and develop actionable solutions.
• Communication: Clear, concise, and empathetic communication in both written and spoken form.
• Collaboration: Works effectively with cross‑functional teams and adapts to evolving processes.
• Adaptability: Thrives in a dynamic environment, quickly learning new tools and procedures.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high quality under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Technical Care Associate, you will have access to:

• Structured mentorship programs with senior support engineers and product managers.
• Internal training modules covering advanced troubleshooting, cloud fundamentals, and customer experience best practices.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Product Support Lead, or Customer Experience Analyst.
• Annual performance reviews that align with personal development goals and promotion criteria.
• Cross‑departmental projects that expose you to product development, data analytics, and UX research.

Work Environment & Culture at brighthush

Our remote teams operate with a high degree of autonomy, supported by a culture of transparency, continuous feedback, and mutual respect. You’ll experience:

• Flexible work hours that accommodate different time zones while maintaining core collaboration windows.
• Regular virtual town halls, hackathons, and innovation challenges to keep the energy high.
• Inclusive hiring practices that celebrate diverse backgrounds and perspectives.
• Community outreach initiatives, such as volunteer days and tech‑for‑good projects.
• Recognition programs that celebrate both individual and team achievements.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive package that includes:

• Base salary commensurate with experience and market benchmarks.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance starting on Day 1.
• 401(k) retirement plan with company match.
• Paid time off, sick leave, and parental leave policies that support work‑life balance.
• Employee Assistance Program (EAP) and mental health resources.
• Unlimited learning budget for courses, certifications, and conferences.
• Access to cutting‑edge tools and technologies used across brighthush’s global operations.

How to Apply

Ready to bring your technical expertise and customer‑first mindset to brighthush? Submit your application through our career portal or click the link below to start the process. We’re excited to learn how you can help shape the future of customer support at brighthush.