Seasoned Bilingual Customer Experience Champion – English & Spanish – Remote Costa Rica – Drive Exceptional Global Support & Customer Success at brighthush

About brighthush

brighthush is a pioneering, customer‑centric organization that has been redefining everyday experiences for more than four decades. With a presence that spans North America, Latin America, and Europe, we fuse cutting‑edge technology, an unwavering commitment to quality, and a deep sense of community impact. Our mission is simple yet powerful: empower every customer to thrive by delivering exceptional service, innovative solutions, and a culture of continuous improvement.

As we expand our Shared Services Center in Costa Rica, we are on the lookout for talented individuals who embody our core values of collaboration, integrity, and excellence. Our Costa Rica hub is located in the vibrant province of Heredia, housed in a modern brighthush workspace that sparks creativity and teamwork. Yet, the majority of our Costa Rican team members enjoy the flexibility of working exclusively from home, allowing them to balance professional growth with personal well‑being.

Why brighthush?

• Global Impact – Your work will directly influence the experience of thousands of customers across the United States, ensuring they receive timely, accurate, and compassionate support.
• Career Growth – We invest heavily in employee development, offering structured learning paths, mentorship programs, and clear promotion criteria.
• Inclusive Culture – At brighthush, we celebrate diversity, foster belonging, and encourage every voice to be heard.
• Work‑Life Balance – Our remote model eliminates commuting, gives you control over your schedule, and supports a healthy work‑life integration.
• Competitive Compensation & Perks – We recognize and reward performance through a comprehensive benefits package, performance bonuses, and employee recognition programs.

Position Overview

As a Bilingual Customer Care Specialist at brighthush, you will be the frontline advocate for our U.S. customers, delivering outstanding service across phone, email, and live chat in both English and Spanish. You will handle a wide range of inquiries—from order placement and shipping updates to billing disputes and product information—while maintaining the highest standards of accuracy, empathy, and professionalism.

Key Responsibilities

• Provide personalized, empathetic support to customers via inbound phone calls, emails, and live chat in English and Spanish.
• Listen actively, identify customer needs, and deliver timely, accurate solutions that exceed expectations.
• Take end‑to‑end ownership of customer inquiries, ensuring proper resolution and follow‑up.
• Research and resolve complex issues involving order placement, modifications, shipping, billing, refunds, returns, and product details.
• Exercise sound judgment when balancing customer satisfaction with company policies and business objectives.
• Identify opportunities to prevent repeat contacts and improve the overall customer experience.
• Maintain accurate, complete documentation of all customer interactions in our CRM system.
• Handle sensitive customer and payment information responsibly, following security and confidentiality standards.
• Consistently meet or exceed quality, productivity, accuracy, and customer service metrics.
• Collaborate with team members, supervisors, and cross‑functional departments to resolve complex issues.
• Demonstrate openness to feedback, coaching, and continuous professional development.
• Adapt quickly to new processes, technologies, and business priorities.
• Support special projects and cross‑functional initiatives as business needs arise.

Essential Qualifications

• Bilingual proficiency in English (C1/C2) and Spanish (C2 or equivalent) with excellent verbal and written communication skills.
• Minimum of 2 years of customer service experience in a contact center environment, preferably supporting U.S. customers.
• Experience handling customer interactions through phone, email, and live chat.
• Typing speed of at least 40 words per minute with high accuracy.
• Strong computer proficiency and the ability to navigate multiple applications simultaneously.
• Prior remote work experience and a disciplined, self‑managed approach to work.
• Availability to support U.S. business hours, including weekends, holidays, and occasional overtime.
• Quiet, private, distraction‑free home workspace with a minimum of 100 Mbps upload/download internet speed.
• Reliable electrical service and a stable internet connection.

Preferred Qualifications

• Experience supporting U.S. retail, e‑commerce, or consumer‑facing businesses.
• Knowledge of CRM systems and ticketing platforms.
• Experience in quality assurance or training roles.
• Additional language skills beyond English and Spanish.
• Previous exposure to the healthcare or culinary apparel industry.

Skills & Competencies

• Customer‑First Mindset – A genuine desire to understand and meet customer needs.
• Problem‑Solving – Ability to research, analyze, and resolve complex situations with minimal supervision.
• Emotional Intelligence – Maintain composure, empathy, and professionalism during challenging conversations.
• Attention to Detail – Accurate order processing, documentation, and data entry.
• Adaptability – Navigate changing priorities, new technologies, and evolving processes.
• Teamwork – Collaborate effectively with colleagues and cross‑functional teams.
• Self‑Management – Discipline, organization, and reliability required for a fully remote role.
• Results‑Oriented – Drive performance goals while maintaining exceptional service quality.

Career Growth & Development

At brighthush, we believe that every team member has the potential to grow. As a Bilingual Customer Care Specialist, you will have access to:

• Structured career paths that include opportunities in Customer Experience Management, Quality Assurance, Training, and Leadership.
• Ongoing coaching, mentorship, and professional development programs.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Internal promotion opportunities based on performance, skill development, and business needs.
• Access to industry conferences, webinars, and learning resources.

Work Environment & Culture

brighthush fosters a culture of collaboration, transparency, and continuous improvement. Our remote model empowers you to work from anywhere in Costa Rica while staying connected through:

• Daily stand‑ups and weekly team meetings via video conferencing.
• Real‑time collaboration tools.
• Regular virtual social events and team‑building activities.
• Inclusive policies that celebrate diversity and promote belonging.

Compensation & Benefits

We offer a competitive salary package that reflects your experience and the value you bring to brighthush. In addition, you will enjoy:

• Performance‑based incentives and quality assurance bonuses.
• Perfect attendance rewards and employee recognition programs.
• Comprehensive statutory benefits in accordance with Costa Rican labor law.
• Private medical insurance and employee assistance programs.
• Employee discounts on brighthush merchandise.
• Referral bonuses for bringing talented friends and colleagues into the team.
• Opportunities for overtime based on operational needs.
• Company‑provided computer equipment and ergonomic accessories.
• Flexible work schedules aligned with business requirements.

Remote Work Requirements

• Quiet, private workspace free from distractions.
• Minimum 100 Mbps internet speed (upload and download).
• Reliable electrical supply.
• Secure handling of confidential customer information.
• Full availability during scheduled shifts, including weekends and holidays.
• Company‑provided hardware and software tools.

How to Apply

If you are passionate about delivering world‑class customer experiences, thrive in a dynamic remote environment, and are ready to contribute to brighthush’s global success, we encourage you to apply today. Submit your resume and a brief cover letter highlighting your bilingual experience and customer service achievements.

brighthush is an Equal Opportunity Employer

We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions at brighthush are made based on merit, qualifications, and business needs, and we provide reasonable accommodations for qualified individuals with disabilities.