Seasoned Bilingual Customer Care Specialist – Remote, Full‑Time, 2+ Years Experience – Lead Compassionate Support at brighthush

About brighthush

brighthush is a pioneering non‑profit organization that transforms the lives of people living with vision loss. By blending cutting‑edge technology, community outreach, and personalized support, we empower individuals to navigate the world with confidence and independence. Our mission is rooted in inclusivity, accessibility, and the belief that everyone deserves a brighter future. With a dedicated team of volunteers, donors, and partners across Canada, we create a network of hope, resources, and empowerment for those who need it most.

Why Your Career Matters at brighthush

At brighthush, we don’t just offer a job – we offer a purpose. As a Bilingual Customer Care Specialist, you will be the frontline of our client support network, ensuring that every interaction is handled with empathy, professionalism, and a genuine desire to help. Whether you are a seasoned customer service professional or a recent graduate eager to launch your career, brighthush provides a supportive, flexible environment where your skills can flourish and your impact can be felt.

Key Responsibilities

• Deliver Exceptional Customer Service: Respond to inquiries from clients, donors, and partners in both English and French. Provide timely, accurate, and courteous communication that reflects brighthush’s values.
• Document Interactions: Maintain detailed, accurate records of all customer interactions in Salesforce. Ensure data integrity, confidentiality, and compliance with privacy regulations.
• Process Donations and Contributions: Accurately record and acknowledge donations, manage donor relationships, and provide follow‑up communications that nurture long‑term engagement.
• Collaborate Across Teams: Work closely with fundraising, marketing, program, and technology teams to resolve client issues, share feedback, and improve service delivery.
• Adhere to Shift Schedules: Operate within the 8 AM–7:30 PM Eastern Time window, covering assigned shifts and ensuring coverage during peak periods.
• Utilize Technology: Leverage Microsoft 365, Salesforce, and Shopify to manage customer data, generate reports, and support e‑commerce transactions.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to process enhancements that elevate the customer experience.

Essential Qualifications

• Fluency in both English and French (written and spoken) – a must for effective bilingual support.
• Minimum of 2 years of customer service experience, preferably in a non‑profit or charitable organization.
• College diploma or equivalent – a strong foundation in communication, business, or a related field.
• Proficiency with Microsoft 365 (Word, Excel, Outlook, Teams) and experience using Salesforce for customer relationship management.
• Experience with Shopify or similar e‑commerce platforms is highly desirable.
• Strong organizational skills, attention to detail, and the ability to manage multiple tasks simultaneously.
• Excellent interpersonal skills, with a proven track record of building rapport and resolving conflicts.
• Self‑motivated, adaptable, and comfortable working remotely from a home‑based environment.

Preferred Qualifications

• Prior experience in a fundraising or donation processing role.
• Knowledge of accessibility standards and best practices for individuals with visual impairments.
• Experience working with bilingual customer bases in a multicultural setting.
• Familiarity with data privacy regulations (e.g., PIPEDA) and secure handling of sensitive information.
• Additional language skills beyond English and French (e.g., Spanish, Mandarin) are a plus.

Key Skills & Competencies

• Communication: Clear, concise, and empathetic communication in both languages.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Technology Savvy: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Time Management: Efficiently prioritize tasks and meet deadlines within a dynamic shift schedule.
• Team Collaboration: Works well with cross‑functional teams, sharing insights and supporting collective goals.
• Customer‑Centric Mindset: Places the client’s needs at the forefront of every interaction.
• Adaptability: Thrives in a fast‑changing environment, embracing new tools and processes.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Bilingual Customer Care Specialist, you will have the chance to:

• Progress into senior support roles or team lead positions within the Customer Service department.
• Transition into program management, fundraising, or communications roles, leveraging your customer insights.
• Participate in ongoing professional development, including workshops on accessibility, data privacy, and advanced Salesforce techniques.
• Attend industry conferences and webinars to stay abreast of best practices in non‑profit customer engagement.
• Receive mentorship from experienced leaders who are passionate about social impact and career growth.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from the comfort of your home while staying connected to a vibrant, mission‑driven team. You’ll enjoy:

• Flexible scheduling within the required shift window, allowing you to balance personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events to foster camaraderie.
• A supportive manager who values your input and encourages professional autonomy.
• Access to a digital resource library, including training modules, best‑practice guides, and industry research.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.

Compensation, Perks & Benefits

While the base salary ranges from CAD 37,939 to 47,424 per year, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Competitive salary commensurate with experience and skill set.
• Health, dental, and vision coverage options.
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development stipend for courses, certifications, and conferences.
• Employee recognition programs and performance bonuses.
• Access to a virtual wellness platform (yoga, meditation, mental health resources).
• Opportunity to contribute to meaningful projects that directly impact the lives of individuals with vision loss.

How to Apply

Ready to make a difference while advancing your career? Click the link below to submit your application and join the brighthush family. We look forward to learning how your passion and expertise can help us continue to provide exceptional support to our community.