Seasoned Bilingual Customer Service Representative – English & Spanish – Call Center – Customer Experience Champion – Remote & Onsite Opportunities – Join brighthush’s Global Customer Success Team

About brighthush

brighthush is not just a technology company; we are a movement that redefines how businesses connect with their customers. With a portfolio that spans cloud‑based platforms, AI‑driven support tools, and omnichannel communication services, we empower brands worldwide to deliver seamless, personalized interactions across every touchpoint. Our mission is simple yet powerful: transform ordinary customer interactions into extraordinary moments that build loyalty, trust, and lasting relationships.

Founded on the principles of innovation, inclusivity, and employee growth, brighthush has grown from a small startup into a global leader in customer experience solutions. We serve Fortune 500 enterprises, fast‑growing SaaS startups, and everything in between. Our culture is built on curiosity, collaboration, and a relentless focus on the customer. Whether you’re working from a state‑of‑the‑art call center, a home office, or a hybrid environment, you’ll find a community that celebrates diversity, encourages learning, and rewards performance.

Why Join brighthush?

• Impactful Work: Your voice will be the first line of support for thousands of customers, shaping their perception of our brand and the brands we serve.
• Career Growth: We invest heavily in professional development—through mentorship, certifications, cross‑functional projects, and a clear internal mobility framework.
• Inclusive Culture: Diversity is at the core of our values. Every team member’s perspective is valued, celebrated, and leveraged to drive innovation.
• Competitive Compensation: We offer a comprehensive package that rewards performance, dedication, and expertise, with transparent salary bands and regular reviews.
• Flexibility: Choose between remote, hybrid, or on‑site work arrangements to balance your personal and professional life.
• Cutting‑Edge Technology: Work with the latest AI‑powered tools, real‑time analytics dashboards, and a robust CRM ecosystem that keeps you ahead of the curve.
• Global Community: Join a worldwide network of professionals who share best practices, celebrate milestones, and collaborate across time zones.

Key Responsibilities

As a Bilingual Customer Service Representative at brighthush, you will be the frontline ambassador for our clients’ customers. Your day‑to‑day duties will include:

• Inbound Call Management: Handle a high volume of calls in both English and Spanish, addressing inquiries related to orders, billing, product features, and technical support.
• Problem Resolution: Diagnose issues, identify root causes, and implement solutions using our knowledge base, CRM, and collaboration tools.
• Customer Relationship Building: Establish rapport, demonstrate empathy, and maintain professionalism to ensure customer satisfaction and loyalty.
• Product Knowledge Mastery: Stay current on all brighthush offerings, pricing structures, promotions, and industry trends through ongoing training.
• Order & Account Management: Process orders, returns, exchanges, and account updates accurately, following established procedures.
• Data Accuracy & Reporting: Log all interactions in our CRM, generate performance reports, and track key metrics such as first‑contact resolution and customer satisfaction scores.
• Cross‑Functional Collaboration: Work closely with Sales, Marketing, Technical Support, and Product teams to resolve complex issues and share customer insights.
• Process Improvement: Identify bottlenecks, propose enhancements, and contribute to continuous improvement initiatives that elevate service quality.
• Shift Flexibility: Adapt to scheduled shifts, including evenings, weekends, and occasional overtime, to meet business demands.
• Compliance & Security: Adhere to data protection regulations, confidentiality policies, and security protocols to safeguard customer information.

Essential Qualifications

• High School Diploma or equivalent; additional education or certifications in customer service, business, or related fields is a plus.
• Minimum of 1 year of customer service experience, preferably in a call center or technical support environment.
• Fluency in English and Spanish (both written and spoken) with excellent communication skills.
• Proficiency with computer applications, data entry, and CRM systems.
• Strong problem‑solving abilities and a proactive, ownership mindset.
• Ability to remain calm, composed, and professional under pressure.
• Commitment to confidentiality, integrity, and ethical handling of sensitive information.

Preferred Qualifications

• Experience with call center software such as Genesys, Five9, or similar platforms.
• Knowledge of billing processes, order management, and basic technical troubleshooting.
• Previous exposure to the SaaS or technology services industry.
• Certifications in Customer Experience Management or related fields.
• Demonstrated ability to work collaboratively in cross‑functional teams.

Core Skills & Competencies

• Communication: Clear, concise, and persuasive verbal and written communication in both languages.
• Active Listening: Ability to capture customer intent and emotions to tailor responses.
• Critical Thinking: Analyze complex scenarios and devise effective solutions.
• Time Management: Prioritize tasks and manage multiple calls efficiently.
• Adaptability: Thrive in a dynamic environment with evolving priorities.
• Team Player: Collaborate with colleagues across departments to achieve shared goals.
• Customer‑Centric Mindset: Place the customer at the center of every decision.

Career Growth & Learning Opportunities

At brighthush, we believe that your professional journey is a partnership. As a Bilingual Customer Service Representative, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, soft skills, and advanced troubleshooting.
• Mentorship from senior customer experience leaders who will guide your development.
• Internal mobility pathways into roles such as Technical Support Specialist, Customer Success Manager, Sales Enablement, or Product Management.
• Opportunities to lead process improvement projects, gaining experience in project management and change leadership.
• Access to industry conferences, webinars, and certifications at no cost to you.
• Regular performance reviews with clear metrics and career progression plans.

Work Environment & Culture

brighthush fosters a culture that values innovation, collaboration, and well‑being. Our call center teams operate in state‑of‑the‑art facilities equipped with ergonomic workstations, real‑time analytics dashboards, and a supportive peer network. Whether you choose to work remotely, in a hybrid setting, or on‑site, you’ll find:

• Flexible scheduling options to accommodate personal commitments.
• Regular team huddles, knowledge sharing sessions, and social events.
• A transparent feedback loop where your voice is heard and acted upon.
• Commitment to diversity, equity, and inclusion, with employee resource groups and inclusive hiring practices.
• Wellness programs, mental health resources, and a culture that encourages work‑life balance.

Compensation & Benefits

While specific salary ranges may vary based on experience and location, brighthush offers a competitive base pay that reflects your expertise and contributions. In addition to base salary, you’ll enjoy:

• Comprehensive medical, dental, and vision insurance plans.
• Flexible Spending Accounts (Medical and Dependent Care).
• 401(k) retirement plan with company match.
• Generous paid time off (PTO) and 10.5 paid holidays.
• Employee assistance programs, wellness initiatives, and mental health resources.
• Performance bonuses and recognition programs.
• Professional development budget for courses, certifications, and conferences.
• Technology stipend for home‑office equipment and high‑speed internet.

Diversity, Equity & Inclusion

brighthush is committed to building a workforce that reflects the communities we serve. We actively promote inclusive hiring practices, provide unconscious bias training, and support employee resource groups that celebrate cultural, linguistic, and identity diversity. Your unique perspective will help shape the future of customer experience for a global audience.

Technology & Tools

As a member of our customer success team, you will work with a suite of cutting‑edge tools designed to streamline support and enhance customer satisfaction:

• CRM platform (Salesforce) for customer data management.
• Call routing and workforce management system (Genesys).
• Knowledge base and AI chat assistant for self‑service support.
• Real‑time analytics dashboards for performance monitoring.
• Collaboration tools (Slack, Teams) for cross‑functional communication.

Performance Metrics & Success Stories

Success at brighthush is measured by a combination of quantitative and qualitative metrics:

• First‑Contact Resolution (FCR) rates.
• Customer Satisfaction (CSAT) scores.
• Net Promoter Score (NPS) impact.
• Average Handle Time (AHT) optimization.
• Employee Engagement scores.

Our team has consistently exceeded industry benchmarks, achieving a 90%+ FCR rate and a CSAT score above 4.5/5. By joining brighthush, you’ll be part of a high‑performing culture that celebrates every win, big or small.

How to Apply

If you are ready to bring your bilingual customer service expertise to a forward‑thinking organization that values your growth, we encourage you to apply today. Join brighthush and help shape the future of customer experience.