Seasoned Bilingual Customer Success Specialist – English & Spanish – Remote SaaS & CRM Support Lead – Driving Customer Delight, Innovation, and Growth at brighthush

About brighthush

brighthush is at the forefront of transforming the roofing and construction industry through a cloud‑based, all‑in‑one platform that turns complex workflows into simple, data‑driven decisions. From aerial roof measurements to digital sales proposals, our suite of tools empowers contractors to capture leads, order materials, process payments, and manage projects—all from a single, intuitive dashboard. With a clear product roadmap, a relentless focus on customer success, and a culture that values transparency, collaboration, and innovation, brighthush is poised to become the industry’s go‑to solution.

We’re not just building software; we’re building a community of innovators who are passionate about solving real‑world problems. Our culture is built on transparency, collaboration, and a shared commitment to delivering world‑class experiences for our users. With strong financials, best‑in‑class metrics, and a startup mentality that still allows for significant equity and rapid career advancement, brighthush is the perfect place for ambitious professionals who want to make a tangible impact.

Why Join brighthush?

• Impactful Work: Your voice will shape the customer experience and influence product development.
• Growth & Equity: Early‑stage equity, clear career ladders, and a culture that rewards initiative.
• Remote‑First Flexibility: Work from anywhere with a fully supported home‑office setup.
• Learning & Development: Continuous training, mentorship, and access to industry conferences.
• Inclusive & Supportive Environment: Diversity, equity, and inclusion are core values that guide every decision.

Key Responsibilities

As a Bilingual Customer Success Specialist, you will be the frontline advocate for our customers, ensuring they receive timely, empathetic, and effective assistance across multiple channels. Your role will be pivotal in maintaining the high standards of service that brighthush is known for.

• Provide high‑quality support via phone, live chat, and email in both English and Spanish.
• Diagnose and resolve complex technical and product issues, escalating when necessary.
• Maintain accurate, real‑time records in our CRM, documenting every interaction and follow‑up.
• Collaborate closely with Sales, Customer Success, Onboarding, and Product teams to create seamless customer journeys.
• Identify recurring pain points and propose actionable improvements to product and process.
• Champion a culture of continuous learning by staying up‑to‑date on new features, updates, and industry trends.
• Contribute to knowledge base articles, FAQs, and internal documentation in both languages.
• Participate in on‑call rotation and holiday coverage to ensure 24/7 support availability.

Success Metrics

We measure success by the impact you have on our customers and the product. Key performance indicators include:

• First‑response time and resolution time for support tickets.
• Customer satisfaction scores (CSAT) and Net Promoter Score (NPS) improvements.
• Reduction in recurring support tickets through proactive knowledge base updates.
• Contribution to product roadmap through actionable feedback.
• Team collaboration metrics, such as cross‑functional project participation.

Essential Qualifications

• 1–3 years of bilingual (English & Spanish) customer support experience in a SaaS or tech environment.
• Strong verbal and written communication skills in both languages.
• Proficiency with support platforms such as Zendesk, Freshdesk, or similar.
• Experience handling high‑volume, fast‑paced support tickets.
• Demonstrated ability to troubleshoot technical issues and guide users through solutions.
• Comfortable with data entry, ticketing systems, and CRM workflows.

Preferred Qualifications

• Background in the construction or roofing industry.
• Experience with CRM or project‑management tools.
• Knowledge of payment processing and e‑commerce integrations.
• Familiarity with agile product development cycles.
• Previous exposure to remote work environments and distributed teams.

Skills & Competencies

• Customer‑Centric Mindset: Passion for solving problems and delighting users.
• Problem‑Solving: Analytical thinking and a methodical approach to troubleshooting.
• Communication: Clear, concise, and empathetic communication in both English and Spanish.
• Collaboration: Ability to work cross‑functionally with engineering, product, and sales.
• Adaptability: Thrive in a fast‑moving startup environment with evolving priorities.
• Attention to Detail: Precision in documentation and data entry.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. As you master customer support, you’ll have the opportunity to:

• Move into a Customer Success Manager role, overseeing long‑term client relationships.
• Transition into a Product Support Engineer, working closely with development teams.
• Lead a support team as a Supervisor or Manager, shaping processes and mentoring new hires.
• Participate in cross‑functional projects that influence product roadmap and go‑to‑market strategies.
• Attend industry conferences, workshops, and training programs funded by the company.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected through daily stand‑ups, weekly team syncs, and open‑channel communication on Slack. We celebrate wins with virtual happy hours, quarterly retreats, and spontaneous “laundry day” Fridays where you can take a break and recharge.

We value transparency, so you’ll receive clear expectations, regular feedback, and a culture that encourages experimentation and learning from failure.

Compensation & Benefits (US & Canada)

Our compensation packages are benchmarked against industry standards and reflect the scope of the role, your experience, and the impact you bring. While many hires start at the beginning to midpoint of the band, we tailor offers to each candidate’s unique profile.

Base Salary: Competitive, commensurate with experience.

Equity: Early‑stage equity grant to share in brighthush’s growth.

Paid Time Off

• Mandatory PTO during the first week of employment.
• One Friday off per month (“laundry day”).
• Company‑wide paid shutdown for the week between Christmas and New Year’s.
• Flexible time off for personal or family needs.

Benefits

• 80% employer‑paid benefits in the U.S. and 100% employer‑paid premiums for Extended Healthcare and Dental in Canada.
• RRSP/401k match.
• Generous parental leave policy.
• Home‑office stipend and internet/phone allowance.
• Weekly Friday paydays.

Perks

• Annual company retreat with team‑building activities.
• Learning and development budget for courses, certifications, and conferences.
• Access to cutting‑edge tools and technologies.
• Inclusive and supportive community with regular virtual social events.

Work Hours & Schedule

We value transparency about work expectations:

• Shift starts around 12 PM EST / 9 AM PST, with flexibility based on team needs.
• Holiday coverage is required as part of a rotating schedule; partial weekend coverage may be requested.
• Schedules are provided in advance, and flexibility is key to supporting our customers effectively.

How to Apply

If you’re a bilingual (English & Spanish) professional who thrives in a fast‑paced, customer‑centric environment, we’d love to hear from you. Join brighthush and help us create a world‑class support experience that delights our users every time they interact with us.

To apply, please submit your resume and a brief cover letter outlining your relevant experience and why you’re excited about this role. Applications will be reviewed by a real person, and you’ll have the opportunity to speak with our hiring team throughout the interview process.

Ready to make an impact? Apply now at brighthush.com/careers.

Important Security Notice

We’ve been made aware of an individual impersonating brighthush using a fraudulent domain: brighthush.com (note the extra “h”). Our company takes the security and privacy of job applicants very seriously. We will never ask for payment, bank details, or personal financial information as part of the application process. All legitimate job postings can be found on our official career site. Please be cautious of job offers that come from non‑company email addresses, instant messaging platforms, or unsolicited calls.

To ensure your application is legitimate, please apply directly through our official careers page: https://brighthush.com/careers.

If you receive any suspicious messages or have questions, reach out to us at [email protected].

Your safety and security are important to us — thank you for your vigilance!

brighthush is proud to be an equal opportunity employer. We are committed to equal employment opportunity in the workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status.