Seasoned Bilingual Customer Experience Specialist (Italian & English) – Remote, Sofia, Bulgaria – Championing World‑Class CX Excellence

About brighthush

brighthush is a global pioneer in the customer experience (CX) arena, redefining how brands connect with their audiences in the digital age. With a network of more than 170,000 associates across 170+ countries, we partner with over 750 leading digital‑first brands to create moments that matter. Our blend of cutting‑edge technology, data‑driven insights, and human‑centric service sets the industry standard for seamless, personalized interactions.

Our Sofia hub is a vibrant, multicultural community of 800+ professionals who thrive on collaboration, innovation, and continuous learning. We support 32 languages worldwide, and our culture is built on openness, respect, and a shared commitment to delivering exceptional customer journeys. Whether you’re a seasoned CX professional or a passionate newcomer, brighthush offers a platform where your voice is heard, your skills are sharpened, and your career can flourish.

Why brighthush?

At brighthush, we believe that every interaction is an opportunity to build lasting relationships. We empower our team members with the tools, training, and autonomy to make a real impact on customer satisfaction and business outcomes. Our forward‑thinking approach means you’ll be at the forefront of industry trends, working with the latest AI‑powered chatbots, omnichannel platforms, and predictive analytics dashboards. We celebrate diversity, encourage curiosity, and reward innovation—so you can grow, learn, and shine in a supportive environment that values both personal and professional development.

Your Role: Remote Customer Care Specialist

As a Remote Customer Care Specialist, you will be the frontline ambassador for our clients’ brands, ensuring every interaction is handled with empathy, efficiency, and expertise. Your day‑to‑day tasks will include:

• Responding to a diverse range of customer inquiries via phone, email, and chat, maintaining a high level of professionalism and brand consistency.
• Diagnosing and resolving issues quickly, using your analytical mindset to make informed decisions on the spot.
• Providing clear, concise product and service information, exceeding department productivity and quality benchmarks.
• Escalating complex cases following predefined protocols, while keeping customers informed throughout the process.
• Accurately updating customer records in multiple systems, ensuring data integrity and compliance with privacy standards.
• Collaborating with cross‑functional teams—sales, technical support, and product—to deliver holistic solutions.
• Actively participating in continuous improvement initiatives, sharing insights that help refine processes and enhance the customer experience.
• Supporting colleagues by sharing best practices, troubleshooting tips, and fostering a culture of teamwork.

Key Responsibilities

• Handle inbound and outbound customer interactions in Italian and English, ensuring a consistent brand voice across all channels.
• Utilize CRM and knowledge‑base tools to track, document, and resolve customer issues within SLA timelines.
• Measure and report on key CX metrics (CSAT, NPS, FCR) to identify trends and recommend improvements.
• Participate in weekly cross‑functional huddles to align on product updates, policy changes, and customer feedback.
• Mentor new hires and share best‑practice playbooks to elevate team performance.
• Stay current on industry best practices, emerging technologies, and regulatory changes affecting customer data privacy.

The Ideal Candidate

Essential Qualifications

• Fluent in Italian (C1 level) and English (B2 or higher), with excellent written and verbal communication skills.
• Proven experience in a contact center or customer‑facing role, preferably within a global CX environment.
• Strong problem‑solving abilities, with a track record of turning challenging situations into positive outcomes.
• Excellent time‑management and attendance record—punctuality and reliability are non‑negotiable.
• Computer literacy: comfortable navigating CRM platforms, knowledge bases, and multi‑screen setups.

Preferred Qualifications

• Experience with multilingual support or working in a multicultural team.
• Familiarity with CX metrics such as CSAT, NPS, and first‑contact resolution.
• Basic understanding of data privacy regulations (GDPR, CCPA).
• Previous exposure to remote work environments and self‑management tools.

Skills & Competencies

• Customer‑centric mindset: always putting the customer first.
• Adaptability: thriving in fast‑changing product and process landscapes.
• Analytical thinking: turning data into actionable insights.
• Collaboration: working seamlessly with teammates across time zones.
• Resilience: maintaining composure under pressure and learning from setbacks.
• Tech savviness: quick to learn new software and troubleshoot basic issues.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Structured onboarding and continuous training programs that cover product knowledge, CX best practices, and advanced communication techniques.
• Access to global learning platforms, certifications, and workshops—both in‑house and third‑party.
• Clear career pathways: from Customer Care Specialist to Senior Specialist, Team Lead, and beyond.
• Mentorship programs pairing you with seasoned CX leaders for guidance and support.
• Regular performance reviews that help you set goals, track progress, and celebrate achievements.
• Opportunities to lead projects, contribute to product roadmaps, and influence the future of CX at brighthush.

Work Environment & Culture

Our Sofia office is a hub of creativity and collaboration, yet we recognize the value of flexibility. You’ll enjoy:

• Fully remote work options with the possibility of occasional in‑office collaboration.
• Flexible day shifts that accommodate your personal commitments.
• A supportive, inclusive culture that celebrates diversity and encourages open dialogue.
• Regular team‑building events, sports tournaments, and charity initiatives that foster camaraderie.
• Access to a digital workspace that promotes work‑life balance and productivity.
• Monthly virtual coffee chats with senior leaders to share vision, strategy, and personal stories.

Compensation, Perks & Benefits

While the exact remuneration will be tailored to your experience and skill set, you can expect:

• Competitive base salary aligned with industry standards.
• Performance‑based bonuses and incentives.
• Comprehensive health insurance package, including additional coverage for remote employees.
• Gift vouchers, sports card discounts, and wellness programs.
• Paid time off, public holidays, and flexible leave policies.
• Access to company‑sponsored training, conferences, and professional development resources.
• Annual remote work stipend to support home‑office setup.
• Employee referral bonus program.

How to Apply

Ready to elevate your CX career with brighthush? Submit your application through our remote recruitment portal. We’ll review your profile, and if you’re a fit, we’ll schedule a virtual interview to discuss how you can contribute to our mission of delivering unforgettable customer experiences.

We’re excited to learn how your skills and passion align with our vision. Join us and help shape the future of customer care—one conversation at a time.