Seasoned Bilingual Customer Experience Champion – High‑Volume Support & Product Insight Lead for Innovative EdTech Solutions at brighthush – Driving User Satisfaction, Data‑Driven Improvements, and Global Learning Impact

About brighthush

brighthush is a global trailblazer in the EdTech arena, redefining how learners and educators interact with digital content. With a portfolio of award‑winning mobile applications that empower millions of students worldwide, we fuse cutting‑edge AI, data analytics, and user‑centric design to deliver personalized learning experiences. Our mission is simple yet powerful: to make high‑quality education accessible, engaging, and effective for everyone, everywhere.

Founded on a culture of curiosity, collaboration, and continuous improvement, brighthush has evolved from a small startup into a leading player in the EdTech space. We celebrate a diverse, inclusive workforce and are committed to creating an environment where every voice is heard and every idea has the chance to flourish.

Why This Role Matters

As the frontline ambassador of brighthush, you will shape the first impression that millions of learners and educators have of our brand. Your work will directly influence product development, user satisfaction, and the overall success of our mission to democratize education. In a high‑volume, fast‑paced environment, you will be the bridge between our users and the teams that build the future of learning.

Role Overview

We are seeking a seasoned Bilingual Customer Care Specialist who thrives on solving complex problems, excels in communication, and is passionate about education technology. You will manage a high volume of support tickets, provide timely and accurate solutions, and collaborate with cross‑functional teams to drive continuous improvement.

Key Responsibilities

• Handle User Requests: Respond to a wide range of customer inquiries via email, chat, and ticketing systems, ensuring timely and accurate solutions.
• Root Cause Analysis: Investigate recurring issues, identify underlying problems, and document findings to prevent future incidents.
• Escalation Management: Recognize when a problem requires higher‑level intervention, route tickets to the appropriate teams, and follow up to ensure resolution.
• Knowledge Base Maintenance: Contribute to and refine our internal knowledge base, creating clear, concise documentation that empowers both customers and teammates.
• Data Collection & Reporting: Track key metrics such as response time, resolution rate, and customer satisfaction scores; provide insights to improve service quality.
• Cross‑Functional Collaboration: Work closely with Product, Engineering, and Marketing to relay user feedback and help shape future product enhancements.
• Shift Flexibility: Operate across multiple time zones, covering scheduled shifts that may include evenings, weekends, or holidays as required.

Essential Qualifications

• English language proficiency at B2 level or higher, with excellent written communication skills.
• Strong interpersonal skills: polite, empathetic, and patient when dealing with diverse user personas.
• Experience handling high‑volume support tickets or customer service roles (prior experience is not mandatory, but a proven track record of managing multiple concurrent inquiries is a plus).
• Analytical mindset: ability to dissect problems, identify patterns, and propose logical solutions.
• Self‑motivated and highly organized, capable of prioritizing tasks in a dynamic environment.
• Availability to work flexible shifts, including evenings, weekends, and holidays as needed.

Preferred Qualifications

• Previous experience in a tech‑focused customer support role, especially within SaaS or mobile app ecosystems.
• Familiarity with ticketing platforms such as brighthush, brighthush, or similar systems.
• Basic understanding of AI and chatbot technologies, with the ability to troubleshoot issues related to brighthush or similar LLMs.
• Experience using analytics tools (e.g., brighthush, brighthush) to track user behavior and support metrics.
• Knowledge of the EdTech industry and the unique challenges faced by learners and educators.

Skills & Competencies

• Communication: Clear, concise, and courteous written communication in English.
• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Technical Aptitude: Comfortable navigating multiple software tools and troubleshooting basic technical problems.
• Time Management: Efficiently juggle multiple tickets while maintaining high quality.
• Team Player: Collaborative mindset, eager to share knowledge and support teammates.
• Adaptability: Thrive in a fast‑changing environment and embrace new tools and processes.

Tools & Technologies

In this role, you will primarily work with:

• brighthush: Our core ticketing system for managing customer inquiries.
• brighthush / LLMs: AI‑powered chat solutions that assist in providing instant responses and gathering user insights.
• CRM & Analytics: Tools such as brighthush, brighthush, or similar platforms to track customer interactions and performance metrics.
• Collaboration Suites: brighthush, brighthush, and brighthush for internal communication and knowledge sharing.

Career Growth & Learning Opportunities

At brighthush, we believe that growth begins with learning. As a Customer Care Specialist, you will:

• Gain in‑depth knowledge of our product suite and the broader EdTech landscape.
• Participate in regular training sessions covering product updates, customer service best practices, and emerging technologies.
• Have the opportunity to transition into specialized roles such as Product Support Engineer, Customer Success Manager, or Technical Writer.
• Contribute to cross‑functional projects that influence product roadmap decisions.
• Access mentorship programs pairing you with senior leaders across the organization.

Work Environment & Company Culture

brighthush is proud of its inclusive, collaborative, and innovative culture. Key highlights include:

• Remote‑First Flexibility: Work from anywhere in Europe with a fully supported home‑office setup.
• Diversity & Inclusion: A workforce that reflects a wide range of backgrounds, perspectives, and experiences.
• Continuous Feedback: Regular one‑on‑ones and performance reviews that focus on growth and development.
• Community Impact: Participation in global initiatives that promote digital literacy and equitable access to education.
• Social Events: Virtual team building, hackathons, and quarterly retreats that foster camaraderie.

Compensation & Benefits

While specific salary figures are not disclosed in this posting, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with experience and market standards.
• Performance‑based bonuses tied to key metrics such as customer satisfaction and resolution time.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible paid time off and a generous holiday schedule.
• Professional development budget for courses, certifications, and conferences.
• Employee stock purchase plan, allowing you to share in the company’s growth.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to be part of a mission‑driven company that is shaping the future of education, we would love to hear from you.

To apply, please submit your resume and a brief cover letter outlining why you would be a great fit for the Customer Care Specialist role at brighthush. You can apply directly through the link below:

Apply to this job

Join brighthush Today

At brighthush, you will not only support our users but also help shape the future of learning. Your work will have a direct impact on millions of learners worldwide, and you will grow alongside a team that values innovation, empathy, and excellence. If you are ready to take the next step in your career and make a real difference, we encourage you to apply now and become part of our vibrant, global community.