Seasoned Bilingual Customer Care Associate – Remote Multilingual Support Specialist – Driving Revenue Growth, Championing Customer Success, and Innovating Digital Engagement at brighthush Canada – Full‑Time, Flexible Hours

About brighthush

brighthush is a global trailblazer in digital transformation, turning complex business challenges into elegant, scalable solutions that empower organizations worldwide. With a presence in 57 countries and a client roster that spans Fortune 500 giants to nimble start‑ups, we help companies streamline operations, enhance customer journeys, and unlock new growth opportunities. Our culture is rooted in curiosity, collaboration, and a relentless commitment to delivering value—both to our clients and to the people who make it happen. As a remote‑first company, we give our team the freedom to work from anywhere in Canada while staying connected through a vibrant, inclusive community of over 40,000 colleagues worldwide.

Why brighthush is the Place to Grow Your Career

At brighthush, every employee’s voice shapes the future of the organization. Whether you are a seasoned professional or just stepping into the workforce, you will find a vibrant, inclusive environment where ideas are celebrated, learning is continuous, and impact is tangible. Our remote‑first model gives you the flexibility to work from anywhere in Canada, while our global community offers unparalleled networking and mentorship opportunities. We invest heavily in your professional growth, offering a comprehensive learning ecosystem that includes online courses, certifications, mentorship programs, and clear career pathways.

Position Overview

We are seeking a Remote Bilingual Customer Care Associate to join our high‑performing Customer Care Centre (CCC). In this role, you will be the first line of support for customers engaging with our suite of products and services. Your primary mission is to resolve inbound inquiries—via phone, email, or chat—while upholding the highest standards of professionalism, empathy, and efficiency. As a bilingual associate fluent in French and English, you will bridge language gaps, ensuring that every customer feels heard, understood, and supported.

About the Industry

The digital customer experience landscape is evolving at breakneck speed. Companies are investing heavily in omnichannel support, AI‑powered self‑service, and data‑driven insights to deliver seamless interactions. In this dynamic environment, the role of a bilingual customer care professional is more critical than ever: you are the bridge between technology and people, translating complex solutions into clear, actionable guidance for a diverse global audience.

Your Impact

As a key member of the CCC, you will directly influence customer satisfaction, retention, and revenue growth. Your ability to resolve issues quickly, upsell thoughtfully, and advocate for the customer will help shape the brand’s reputation and drive measurable business outcomes. You’ll also contribute to continuous improvement initiatives that refine processes, enhance knowledge bases, and elevate the overall quality of service.

Key Responsibilities

• Customer Interaction: Handle inbound calls, emails, and chat sessions with a friendly, solution‑oriented approach, ensuring a positive first impression.
• Issue Diagnosis & Resolution: Quickly identify the root cause of customer inquiries, complaints, and technical issues using our knowledge base, CRM tools, and collaborative problem‑solving techniques.
• Documentation & Knowledge Management: Accurately record all interactions, update call logs, and forward necessary information to relevant departments, maintaining data integrity and compliance.
• Product Expertise: Stay current on product features, updates, and industry trends to provide accurate, up‑to‑date information to customers.
• Revenue Generation: Identify opportunities to promote additional services or upgrades, contributing to revenue growth while maintaining a customer‑centric focus.
• Team Collaboration: Work closely with peers and supervisors to share best practices, refine processes, and elevate overall service delivery.
• Performance Excellence: Meet or exceed key performance indicators (KPIs) such as average handle time, first‑contact resolution, and customer satisfaction scores.
• Continuous Improvement: Participate in quality assurance reviews, provide feedback on system enhancements, and champion a culture of continuous improvement.
• Compliance & Security: Adhere to data protection regulations and internal security protocols, ensuring customer information is handled with the utmost confidentiality.
• Cross‑Functional Support: Collaborate with product, engineering, and sales teams to relay customer insights that drive product enhancements and market strategy.

Essential Qualifications

• Post‑secondary degree or diploma in Communications, Business, or a related field.
• Minimum of 1 year experience in a call‑center or customer‑service environment.
• Fluent in both French and English—excellent verbal and written communication skills in both languages.
• Strong typing skills (≥25 words per minute) with 95% accuracy.
• Proficiency with brighthush PCs, CRM systems, and brighthush Office Suite.
• Ability to manage time effectively, multitask, and prioritize in a fast‑paced environment.
• Positive attitude, resilience under pressure, and a collaborative mindset.
• Flexibility to work rotational shifts, including evenings and weekends.
• Basic understanding of insurance or financial services terminology (preferred).

Preferred Qualifications

• Experience with insurance products (medical, dental, disability) or related financial services.
• Knowledge of brighthush Authenticator or similar multi‑factor authentication tools.
• Previous exposure to remote work setups and self‑management of home office environments.
• Experience in a bilingual support role within a multicultural setting.
• Certifications in customer service excellence or related fields.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication in both French and English.
• Problem‑Solving: Analytical mindset to diagnose issues and propose effective solutions.
• Technical Aptitude: Quick learner of new software, tools, and processes.
• Adaptability: Comfortable with change, continuous improvement, and evolving customer needs.
• Customer‑Centricity: Passion for delivering outstanding service and building lasting relationships.
• Team Player: Collaborative spirit, willingness to share knowledge, and support colleagues.
• Time Management: Ability to juggle multiple tasks while maintaining high quality.
• Data‑Driven Decision Making: Comfortable using metrics to guide actions and improve performance.

Career Growth & Learning Opportunities

At brighthush, your career progression is supported by a comprehensive learning ecosystem:

• Barrier‑Free Learning: Access to online courses, certifications, and skill‑building modules at no cost.
• Mentorship programs pairing you with senior leaders across the organization.
• Regular performance reviews and personalized development plans.
• Opportunities to transition into specialized roles—such as technical support, product management, or business analysis—based on your interests and strengths.
• Global mobility options for those who wish to experience different markets and cultures.
• Leadership development tracks for high‑potential employees.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, innovation, and mutual respect. Our remote‑first approach means you can work from the comfort of your home while staying connected through daily stand‑ups, virtual coffee breaks, and cross‑functional projects. We celebrate diversity and inclusion, ensuring that every team member feels valued and empowered to contribute. Our leadership team is approachable, and we maintain an open‑door policy—virtually, of course—so you can share ideas, raise concerns, and collaborate freely.

Compensation, Perks, and Benefits

While specific salary ranges are tailored to experience and market conditions, brighthush offers a competitive base salary complemented by performance‑based bonuses. In addition, we provide a comprehensive benefits package that includes:

• Health, dental, and vision coverage for you and your dependents.
• Flexible work hours and a generous paid time off (PTO) policy, including unlimited vacation days for eligible employees.
• Remote work stipend to cover home office equipment, high‑speed internet, and utilities.
• Wellness programs such as virtual fitness classes, mental health resources, and an employee assistance program.
• Annual professional development budget to fund courses, conferences, or certifications.
• Employee referral bonuses and recognition programs to celebrate outstanding contributions.
• Access to a global network of peers and experts across multiple disciplines.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced, bilingual environment, and want to grow your career with a forward‑thinking organization, we encourage you to apply today. Join brighthush and help shape the future of digital customer engagement across the globe.