Seasoned Bilingual Customer Service Representative – Spanish & English – Remote – First‑Contact Resolution Champion – Global Customer Experience & Support Leadership at brighthush

Welcome to brighthush – Where Every Interaction Sparks Change

At brighthush, we’re not just a customer‑service team; we’re a global movement dedicated to transforming everyday interactions into moments of empowerment. With a presence in over 30 countries and a customer base that spans continents, our mission is to deliver world‑class support that feels personal, compassionate, and forward‑thinking. We believe that every call, chat, or email is an opportunity to make a difference—whether that means solving a technical issue, guiding a user through a new feature, or simply offering a listening ear.

Role Overview

We’re seeking a seasoned Bilingual Customer Service Representative who excels in Spanish and English to become the first line of support for our global community. In this role, you’ll be the voice that embodies brighthush’s commitment to excellence, empathy, and innovation. Your focus will be on first‑contact resolution, ensuring that every customer leaves the conversation satisfied and confident in our solutions.

Why This Position is a Game‑Changer

• Remote Flexibility: Work from anywhere—no commute, no office politics, just a reliable internet connection and a comfortable workspace.
• Global Impact: Your bilingual skills will bridge cultural gaps and help us serve a diverse, worldwide customer base.
• Career Momentum: Structured learning paths and clear advancement opportunities mean you can grow from a frontline agent to a team lead or specialist in no time.
• Well‑Being Focus: Comprehensive health, wellness, and mental‑health benefits keep you and your family thriving.
• Innovation Culture: Collaborate with product, engineering, and data teams to shape the future of customer experience.

Key Responsibilities

As a Bilingual Customer Service Representative, you will:

• Handle a high volume of inbound calls, emails, and live‑chat inquiries, maintaining a service level that consistently exceeds expectations.
• Diagnose and resolve customer issues with speed and accuracy, using a variety of internal tools and knowledge bases.
• Document every interaction in our CRM—now powered by brighthush—with precision, ensuring data integrity and actionable insights.
• Escalate complex problems to the appropriate teams while keeping the customer informed and engaged.
• Meet or surpass quality assurance metrics, including call quality, first‑contact resolution, and customer satisfaction scores.
• Collaborate with cross‑functional teams on special projects, process improvements, and product feedback loops.
• Maintain a positive, empathetic tone in every customer interaction, building rapport and trust across cultures.
• Adhere to attendance, utilization, and performance standards set by brighthush.
• Participate in ongoing training and development to stay current on product knowledge, industry trends, and best practices.

Essential Qualifications

• High school diploma or equivalent (college coursework or a degree is a plus).
• Minimum of 1 year of customer service experience in a bilingual environment.
• Fluency in Spanish and English—speaking, reading, and writing.
• Strong verbal and written communication skills, with the ability to listen actively and ask probing questions.
• Proficiency with brighthush Suite (office tools, internet navigation, and internal platforms).
• Experience using customer‑service platforms (e.g., brighthush, brighthush, or similar).
• Demonstrated ability to handle high‑volume, high‑pressure situations with composure.
• Team‑oriented mindset and a commitment to achieving collective goals.
• Detail‑oriented, organized, and adaptable to changing priorities.
• Willingness to work flexible hours, including occasional overtime.
• Ability to sit for extended periods while using a computer and phone.

Preferred Qualifications

• Experience in the financial services or insurance industry.
• Knowledge of customer‑service best practices and quality‑assurance frameworks.
• Previous exposure to remote or virtual work environments.
• Certifications in customer‑service excellence or related fields.
• Experience with data entry, reporting, and analytics.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for helping others and a genuine desire to solve problems.
• Communication Excellence: Clear, concise, and empathetic communication in both languages.
• Problem‑Solving: Ability to analyze situations, identify root causes, and propose effective solutions.
• Technical Aptitude: Quick learner who can navigate multiple software platforms with ease.
• Time Management: Prioritize tasks, manage call queues, and meet deadlines.
• Adaptability: Thrive in a fast‑moving, constantly evolving environment.
• Collaboration: Work seamlessly with teammates, managers, and other departments.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. As a Bilingual Customer Service Representative, you’ll have access to:

• Structured onboarding and mentorship programs that pair you with experienced leaders.
• Regular training sessions on product knowledge, industry trends, and soft‑skill development.
• Internal certification pathways that can lead to supervisory or specialist roles.
• Cross‑departmental projects that broaden your skill set and visibility across the organization.
• Annual performance reviews that align your goals with the company’s strategic vision.
• Access to a learning portal featuring courses on communication, conflict resolution, and advanced CRM usage.
• Opportunities to attend industry conferences and webinars, both virtual and in‑person.

Work Environment & Culture

Our culture is built on the pillars of respect, innovation, and continuous improvement. You’ll experience:

• A remote work model that supports work‑life balance and eliminates commuting stress.
• Weekly virtual team huddles and monthly town‑hall meetings to keep everyone aligned.
• Inclusive, diverse teams that value every perspective and encourage creative problem‑solving.
• A transparent communication style that encourages feedback and idea sharing.
• Recognition programs that celebrate achievements and milestones.
• Regular virtual social events, game nights, and wellness challenges to foster camaraderie.
• Access to a digital collaboration hub where you can share resources, best practices, and success stories.

Compensation & Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary that reflects your expertise and contribution. In addition, you’ll enjoy a comprehensive benefits package that includes:

• Health, dental, and vision insurance plans to support your well‑being.
• Life insurance and retirement plans, including a company‑matched 401(k) and pension options.
• Paid holidays, vacation, and sick leave to maintain a healthy work‑life balance.
• Parental leave policies that support new parents.
• Subsidized wellness subscriptions—fitness, mindfulness, nutrition, and sleep programs.
• Company‑paid counseling services for mental health and stress management.
• Education reimbursement and professional development courses.
• Discounts on local events and entertainment.
• Flexible work hours and the ability to choose your own schedule within core hours.
• Annual performance bonuses tied to company and individual metrics.

How to Apply

If you’re ready to bring your bilingual expertise, customer‑service passion, and problem‑solving skills to a company that values growth and innovation, we want to hear from you. Click the link below to submit your application and join the brighthush family.