Seasoned Bilingual Customer Service & Technical Support Specialist – Remote (English & Spanish) – Elevate Global Customer Experience Excellence at brighthush

Welcome to brighthush – The Future of Customer Experience

At brighthush, we’re redefining how technology and human connection intersect. With a presence in more than 70 countries, we deliver cutting‑edge smartphones, tablets, wearables, and cloud‑based services that empower millions of users worldwide. Our mission is simple: create moments of delight for every customer, every time. If you thrive on solving problems, enjoy learning new technologies, and want to make a tangible impact from anywhere in the world, brighthush is the place for you.

Why brighthush?

• Inclusive Culture: Diversity fuels our creativity. Every voice is heard, every perspective valued, and every team member empowered to contribute.
• Remote Flexibility: Work from wherever you’re most productive while staying connected to a vibrant, distributed team that spans continents.
• Career Momentum: 80 % of our leaders began as entry‑level employees. We invest in mentorship, leadership development, and continuous learning to accelerate your growth.
• Impactful Work: Deliver world‑class support for flagship products—smartphones, tablets, wearables, brighthush OS, and more—while shaping the future of customer experience.
• Veteran Friendly: Military veterans are encouraged to apply. We value the discipline, resilience, and teamwork you bring.
• Global Community: Join a network of innovators who celebrate diversity, equity, inclusion, sustainability, and community service.

Your Role: Bilingual Customer Service & Technical Support Specialist

As a remote representative at brighthush, you’ll be the friendly voice that customers trust. Your day will involve:

• Answering inbound calls and chats in both English and Spanish, providing clear, concise, and empathetic assistance.
• Diagnosing and resolving technical issues related to hardware, software, and client products.
• Using a structured call flow guide to ensure consistent, high‑quality service.
• Documenting interactions in our CRM, tracking tickets, and following up to guarantee resolution.
• Collaborating with cross‑functional teams—engineering, product, and quality—to share insights and improve solutions.
• Maintaining up‑to‑date knowledge of product features, updates, and best practices.
• Actively contributing to a culture of continuous improvement by suggesting process enhancements.
• Participating in regular training sessions, webinars, and knowledge‑sharing workshops.

Key Responsibilities

• Handle a high volume of customer inquiries while maintaining a 95 % or higher CSAT score.
• Escalate complex issues to specialized teams with clear, actionable documentation.
• Track and analyze performance metrics such as Average Handle Time (AHT), First Contact Resolution (FCR), and Net Promoter Score (NPS).
• Contribute to the creation and refinement of troubleshooting guides and knowledge base articles.
• Support product launches by providing frontline feedback and identifying common pain points.
• Participate in on‑call rotations to ensure 24/7 coverage for global customers.

Essential Qualifications

• Fluency in both Spanish and English (reading, writing, speaking).
• Minimum 1 year of customer service or technical support experience.
• High school diploma or GED.
• Strong interpersonal skills with a focus on building lasting customer relationships.
• Comfortable explaining technical concepts to non‑technical users.
• Reliable, distraction‑free home office setup with a desktop or laptop, high‑speed internet, and a smartphone (10 Mbps upload/download).
• Proficiency in multitasking, problem‑solving, and using PC navigation tools.
• Availability to work flexible hours (8 a.m. – 11:30 p.m. EST, Monday–Sunday) with schedule adjustments every three months based on performance.
• Valid U.S. residence and work authorization.

Preferred Qualifications & Skills

• Experience with brighthush OS or comparable technology ecosystems.
• Knowledge of troubleshooting tools and diagnostic software.
• Prior exposure to call center metrics (e.g., AHT, CSAT, NPS).
• Strong analytical mindset and the ability to ask probing questions.
• Demonstrated commitment to continuous learning and professional growth.
• Experience with brighthush CRM systems such as brighthush CRM.
• Knowledge of accessibility standards and inclusive design principles.

What brighthush Offers You

Competitive Compensation & Benefits

brighthush values your expertise and offers a comprehensive package:

• Base salary starting at $18.31 per hour, with potential for growth based on performance and location.
• Health, dental, and vision insurance for you and your family.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and paid training days.
• Early access to earned wages through the brighthush payment program.
• Employee referral bonuses for bringing top talent into the brighthush family.
• Wellness programs, including mental health support and fitness incentives.
• Mentorship and coaching to guide your career trajectory.
• Flexible work schedule and remote work stipend for home office equipment.

Learning & Development

We believe in investing in people. brighthush offers:

• Full‑time, paid classroom and on‑the‑job training.
• Free leadership development programs.
• Access to a library of e‑learning courses covering technical skills, soft skills, and industry trends.
• Regular workshops, webinars, and knowledge‑sharing sessions.
• Certification sponsorship for relevant industry credentials.
• Cross‑functional project opportunities to broaden your skill set.

Culture & Community

At brighthush, you’ll find:

• A collaborative, supportive environment where every voice matters.
• Global events celebrating diversity, equity, inclusion, sustainability, and community service.
• Recognition programs such as brighthush Day, Team Appreciation Day, and Customer Service Week.
• Opportunities to participate in volunteer initiatives and global citizenship projects.
• A culture that encourages curiosity, experimentation, and innovation.
• Regular virtual happy hours, game nights, and cultural exchange sessions.

Career Growth Opportunities

brighthush is built on the principle that talent rises from within. As a Bilingual Customer Service & Technical Support Specialist, you can:

• Progress to senior support roles, team lead, or specialist positions.
• Transition into product management, quality assurance, or engineering teams.
• Explore cross‑functional projects that broaden your skill set.
• Leverage our internal job board and mentorship programs to accelerate your career path.
• Earn performance‑based bonuses and recognition awards.
• Take advantage of tuition reimbursement for advanced degrees or certifications.

How to Apply

Ready to join a team that values your voice, your skills, and your growth? Click the link below to submit your application and start your journey with brighthush.

Apply to brighthush Today

brighthush – Where Your Career Meets Purpose

At brighthush, we’re redefining what it means to work from home. We’re a global, award‑winning organization that places people at the heart of everything we do. If you’re passionate about delivering exceptional customer experiences, eager to learn new technologies, and ready to grow with a global technology leader, we want to hear from you. Join us and become part of a community that celebrates diversity, champions innovation, and empowers every team member to reach their full potential.