Seasoned Bilingual Customer Experience Specialist – French & English – Driving Brand Loyalty, Elevating Customer Success, and Innovating Retail Experience at brighthush – Hybrid/Remote Leadership Opportunity

About brighthush

brighthush is more than an online retailer; it is a movement that reimagines how everyday essentials are discovered, experienced, and cherished. By eliminating the traditional retail middleman, we connect manufacturers directly to customers, delivering high‑quality, thoughtfully curated products at prices that make sense. From apparel and accessories to home goods and wellness items, every item in our catalog is chosen with the customer’s lifestyle in mind.

Founded on the belief that great products should be accessible to everyone, brighthush has evolved from a niche basics shop into a cross‑category powerhouse. Our growth is powered by data, curiosity, and an unwavering commitment to sustainability and fairness throughout our supply chain. We treat our customers not as buyers, but as partners in a shared journey toward better living.

In a world where consumers crave authenticity, transparency, and convenience, brighthush stands at the intersection of technology and human connection. We harness advanced analytics to anticipate needs, employ AI‑driven personalization to tailor experiences, and maintain a lean, agile supply chain that respects both people and the planet.

Why Join brighthush

At brighthush, we cultivate a culture engineered for builders by builders. Every team member is empowered to challenge the status quo, experiment boldly, and own their impact. We blend cutting‑edge technology with human empathy, creating a fast‑paced environment where high standards and continuous improvement are the norm.

We celebrate diversity, champion inclusion, and foster a collaborative atmosphere where ideas flow freely across disciplines. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find mentorship, learning resources, and clear pathways to advance your career.

Our hybrid model blends the flexibility of remote work with the camaraderie of in‑office collaboration, ensuring you can thrive in a setting that respects both your personal and professional life.

The Role

Multilingual Customer Experience Specialist – French & English

As the heartbeat of brighthush’s customer journey, you will be the first point of contact for our French‑speaking and English‑speaking customers across chat, email, phone, and social media. Your mission is to transform every interaction into a memorable experience, resolve issues with empathy, and surface actionable insights that help us continuously elevate our service. You’ll grow your career through clear pathways in specialization, leadership, and training, all while building trust and loyalty for our brand.

Key Responsibilities

• Own the Customer Journey: From the first greeting to the final resolution, ensure every interaction is clear, caring, and confident.
• Resolve with Empathy: Turn challenges into positive outcomes by listening actively and responding with genuine care.
• Leverage Tools Efficiently: Navigate our CRM, knowledge base, and analytics tools with speed while maintaining a human touch.
• Share Insights: Identify recurring patterns and provide actionable feedback to product, engineering, and marketing teams.
• Become a Product Expert: Deeply understand our product catalog and guide customers authentically, positioning brighthush as a trusted advisor.
• Collaborate Cross‑Functionally: Work closely with fulfillment, returns, and quality assurance teams to resolve complex cases and improve processes.
• Champion Continuous Improvement: Participate in regular retrospectives, propose enhancements, and help implement best practices across the customer support organization.
• Maintain Brand Voice: Consistently reflect brighthush’s tone, values, and style guidelines in every written and spoken interaction.
• Drive Customer Advocacy: Encourage satisfied customers to share their positive experiences through reviews, referrals, and social media.
• Monitor Metrics: Track key performance indicators such as CSAT, NPS, first‑contact resolution, and average handling time, and use data to inform decisions.

Essential Qualifications

• High School diploma or GED.
• Bilingual in French and English – both written and spoken.
• Minimum 2 years of customer service experience, preferably in a remote environment.
• Proven ability to build relationships and resolve issues effectively while communicating clearly and professionally.
• Dedicated, quiet workspace with reliable high‑speed internet (75+ Mbps download / 10+ Mbps upload).
• Availability to work one of the following schedules: 9 am–6 pm EST on Sun, Mon, Thurs, Fri, Sat; 9 am–6 pm EST on Sun, Mon, Tues, Fri, Sat; 9 am–6 pm EST on Sun, Mon, Tues, Wed, Thurs; 9 am–6 pm EST on Tues, Wed, Thurs, Fri, Sat.
• Within 50 km of Toronto: on‑site five days per week. Beyond 50 km: eligible for remote work.
• Successful completion of a 90‑day introductory period.

Preferred Qualifications

• Experience in a fast‑moving, luxury‑brand environment.
• Knowledge of e‑commerce platforms and order‑fulfillment processes.
• Experience with data analytics or customer‑feedback tools.
• Previous exposure to a manufacturer‑to‑consumer (M2C) business model.
• Experience with CRM systems such as our proprietary platform, or similar.

Skills & Competencies

• Exceptional written and verbal communication in both French and English.
• Strong problem‑solving skills and a data‑driven mindset.
• Ability to multitask and prioritize in a dynamic environment.
• High emotional intelligence and a customer‑centric attitude.
• Proficiency with CRM systems, knowledge bases, and collaboration tools.
• Self‑motivation and a proactive approach to continuous improvement.
• Team player who thrives in a collaborative, cross‑functional setting.

Career Growth & Development

At brighthush, we believe in nurturing talent from the ground up. Your career path can evolve through:

• Specialist Tracks: Become a Category Expert in Home, Jewelry, or Health/Wellness, deepening your product knowledge and industry expertise.
• Leadership Tracks: Progress from Senior Associate to Team Lead, then to CX Manager, overseeing a team of specialists and shaping strategy.
• Enablement Tracks: Transition into Quality & Training or Workforce Management, driving process excellence and operational efficiency.

We invest in your growth through continuous learning, mentorship, and access to industry‑leading resources. Regular training sessions, conference sponsorships, and a culture of knowledge sharing ensure you stay ahead of industry trends and sharpen your skill set.

Work Environment & Culture

brighthush is a culture of ownership, autonomy, and relentless curiosity. Every team member, regardless of tenure, has the opportunity to shape our trajectory. We celebrate bold ideas, encourage experimentation, and reward results that elevate our customers’ experience. Our hybrid model blends the flexibility of remote work with the camaraderie of in‑office collaboration, fostering a balanced and inclusive environment.

We prioritize mental and physical well‑being, offering flexible schedules, wellness programs, and a supportive community. Our values—innovation, integrity, and impact—guide every decision and interaction.

Compensation & Benefits

• Competitive hourly rate of $26 CAD, with tenure‑based increases.
• Performance bonus potential of up to $1,300 CAD per month.
• Three‑week paid training and onboarding.
• Set schedule with guaranteed hours.
• Comprehensive benefits package: health, dental, vision, virtual healthcare, life & disability, 401(k) matching, and more.
• Referral bonuses up to $1,000 for successful hires.
• Generous paid time off, including vacation, sick leave, and personal days.
• Employee discount on all brighthush products.
• Access to continuous learning platforms and industry conferences.

How to Apply

Ready to make a difference? Click the link below to submit your application and join the brighthush team. We look forward to discovering how your passion and expertise can help us shape the future of retail.

Apply to this role at brighthush

Equal Opportunity & Hiring Integrity

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide reasonable accommodations for qualified individuals with disabilities. All hiring decisions are made based on merit, skills, and cultural fit.

Security Advisory

We are committed to protecting our candidates. All official communications will come from brighthush email addresses or brighthush. Personal data will never be requested during the application phase. Interviews will be conducted via phone, in person, or through approved platforms such as brighthush. If you receive any suspicious requests, please report them immediately.