Seasoned Bilingual Customer Experience Specialist – Saudi National – 7‑Month Remote Maternity Replacement – Lead Live‑Event Engagement & Customer Success at brighthush – Data‑Driven CRM & Multichannel Support Expert
About brighthush – A New Era of Live‑Streaming and Customer Delight
brighthush is more than a technology platform; it is a cultural shift that redefines how brands connect with audiences across Saudi Arabia and the broader Gulf region. By seamlessly blending real‑time broadcasting with a curated on‑demand library, we create immersive experiences that feel as tangible as a physical event. Our technology is powered by data‑driven insights, creative storytelling, and an unwavering commitment to customer delight. Every interaction on brighthush is an opportunity to craft memorable moments, accelerate growth, strengthen brand equity, and forge lasting partnerships.
Why This Role Matters
Customer experience is the heartbeat of any successful live‑event platform. As a Seasoned Bilingual Customer Experience Specialist, you will be the frontline ambassador for our clients, translating their needs into actionable insights that shape the future of our platform. Your work will directly influence customer satisfaction scores, retention rates, and the overall success of live and on‑demand events. In a fast‑paced, high‑growth environment, your ability to blend empathy, analytical rigor, and technical proficiency will set the tone for the entire customer journey.
Key Responsibilities
- Respond to customer inquiries and resolve issues across phone, email, chat, and social media with professionalism, empathy, and a solutions‑oriented mindset.
- Collaborate closely with the Event Readiness team to guarantee flawless execution of live and on‑demand events.
- Collect, analyze, and report on service metrics, identifying trends and recommending process improvements that elevate the customer experience.
- Maintain accurate, up‑to‑date records in brighthush Service Cloud, ensuring data integrity, compliance, and audit readiness.
- Participate in quality assurance initiatives, including call monitoring, ticket reviews, and customer satisfaction surveys, to uphold our high service standards.
- Act as a liaison between customers, technical teams, and stakeholders to resolve escalated issues efficiently and transparently.
- Contribute to the continuous improvement of knowledge base articles, FAQs, and support documentation, ensuring resources remain relevant and user‑friendly.
- Proactively identify opportunities for upselling or cross‑selling brighthush services based on customer needs and feedback.
- Support the onboarding of new clients by providing training and resources that help them navigate our platform.
- Stay abreast of industry trends, emerging technologies, and best practices in customer service and event management.
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