Seasoned Bilingual Customer Service Representative – Remote Spanish & English Support Specialist Driving First‑Contact Resolution, Customer Satisfaction, and Operational Excellence at brighthush

Welcome to brighthush – Where Every Conversation Matters

At brighthush, we’re more than a financial services provider; we’re a movement dedicated to redefining how people experience money, trust, and empowerment. Our guiding principle, Make Tomorrow Better, is not just a slogan—it’s a promise that every interaction, every call, and every email contributes to a brighter future for our customers and our community. With a culture rooted in curiosity, collaboration, and continuous improvement, we empower our team members to grow, innovate, and make a real difference in the lives of families and individuals across the globe.

Role Overview

We’re looking for an experienced, bilingual Customer Service Representative who thrives in a fast‑paced, fully remote environment. As the first point of contact for our Spanish‑ and English‑speaking customers, you’ll be the frontline ambassador of brighthush, ensuring that every interaction is handled with professionalism, empathy, and a relentless focus on first‑contact resolution. Your work will directly influence customer satisfaction scores, operational efficiency, and the overall reputation of brighthush.

Key Responsibilities

• Handle a high volume of inbound and outbound calls, emails, and live chat inquiries in both Spanish and English, consistently meeting or exceeding service‑level agreements.
• Diagnose and resolve customer issues quickly and accurately, leveraging multiple systems, knowledge bases, and internal resources.
• Maintain first‑contact resolution rates above the company benchmark, ensuring a seamless experience for every customer.
• Document all interactions in our CRM with meticulous detail, ensuring data integrity and compliance with regulatory standards.
• Escalate complex or sensitive issues to the appropriate specialist teams, following established escalation protocols and ensuring timely follow‑up.
• Participate in continuous improvement initiatives, sharing insights and best practices to enhance service quality and operational efficiency.
• Adhere to all quality assurance (QA) standards, including call quality, adherence, and customer satisfaction metrics.
• Collaborate with cross‑functional teams on special projects such as product launches, process changes, and customer experience enhancements.
• Maintain a professional, friendly demeanor at all times, building rapport with customers and fostering trust.
• Work a consistent Monday‑through‑Friday schedule, with flexibility for occasional overtime or shift adjustments as needed.

Essential Qualifications

• High school diploma or equivalent; additional education or certifications in customer service, business, or a related field is a plus.
• Minimum of 1 year of proven customer service experience in a bilingual environment.
• Fluency in Spanish and English (speaking, reading, and writing) with strong communication skills in both languages.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and comfortable learning new software platforms.
• Strong problem‑solving skills, with the ability to ask probing questions and uncover root causes.
• Excellent verbal, written, and listening skills, with a customer‑centric mindset.
• Ability to work independently in a remote setting, managing time and priorities effectively.
• Reliable internet connection and a quiet workspace conducive to high‑quality customer interactions.
• Commitment to maintaining a 90% or higher attendance rate and meeting or exceeding performance metrics.

Preferred Qualifications

• Experience with call center software (e.g., brighthush, brighthush, or similar platforms).
• Knowledge of insurance or financial services industry terminology and processes.
• Prior experience in a role that required first‑contact resolution and quality assurance oversight.
• Demonstrated ability to handle escalated or complex customer issues with composure.
• Experience in a remote or virtual team environment, with a track record of meeting remote work expectations.
• Additional language skills beyond Spanish and English.

Skills & Competencies

• Customer‑First Mindset: A genuine desire to help customers and a commitment to exceeding their expectations.
• Communication Excellence: Clear, concise, and empathetic communication in both Spanish and English.
• Technical Aptitude: Quick learner who can navigate multiple systems and troubleshoot basic technical issues.
• Analytical Thinking: Ability to assess situations, identify patterns, and propose effective solutions.
• Team Collaboration: Willingness to share knowledge, support peers, and contribute to a positive team culture.
• Adaptability: Comfortable with change, able to adjust to new processes, tools, and priorities.
• Time Management: Efficiently balance multiple tasks while maintaining high quality and accuracy.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from within. As a Bilingual Customer Service Representative, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular performance coaching and feedback sessions to help you refine your skills.
• Cross‑training opportunities across different customer support functions.
• Eligibility for internal career pathways, including roles in quality assurance, training, product support, and operations.
• Access to industry certifications such as brighthush and brighthush courses, fully reimbursed by the company.
• Participation in leadership development workshops and webinars to build managerial competencies.

Work Environment & Culture

Working remotely from the comfort of your home, you’ll still feel the vibrant pulse of brighthush. Our culture is built on:

• Collaboration: Regular virtual team huddles, knowledge‑sharing sessions, and cross‑departmental projects.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Transparency: Open communication channels with leadership and clear visibility into company goals.
• Well‑Being: Resources for mental health, fitness, and work‑life balance, including company‑paid counseling and subsidized wellness subscriptions.
• Recognition programs that celebrate achievements, both big and small.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards and your expertise.
• Performance‑based bonuses tied to customer satisfaction and first‑contact resolution metrics.
• Comprehensive health, dental, and vision insurance plans to support you and your family.
• Life insurance and a robust retirement plan with company‑matched 401(k) contributions.
• Paid holidays, vacation days, and flexible time off to maintain a healthy work‑life balance.
• Parental leave policies that support new parents during the critical early months.
• Subsidized all‑in‑one subscriptions for fitness, mindfulness, nutrition, and sleep programs.
• Company‑paid counseling services for mental health and stress management.
• Discounts on local events and entertainment, such as tickets to the brighthush Field for a memorable experience.

Why Join brighthush?

At brighthush, you’re not just filling a role—you’re becoming part of a mission to empower people worldwide. You’ll enjoy:

• Flexibility to work from anywhere while staying connected to a high‑energy, purpose‑driven team.
• Opportunities to shape the future of customer experience in a rapidly evolving industry.
• A culture that values your voice, encourages innovation, and rewards results.
• Access to cutting‑edge technology and tools that streamline your workflow and elevate your performance.
• Continuous learning and development that keeps you ahead of industry trends.

How to Apply

If you’re ready to bring your bilingual customer service expertise to a forward‑thinking organization that values growth, collaboration, and impact, we encourage you to apply today. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush, and let’s start building a brighter tomorrow together.