Seasoned Bilingual Customer Support Specialist – English/Spanish – High‑Volume Call Center Operations & Member Engagement Leader – Remote Role at brighthush

About brighthush

brighthush is more than a workplace; it is a purpose‑driven movement that empowers individuals and families to achieve lasting financial confidence and independence. By blending cutting‑edge technology, evidence‑based coaching, and a compassionate support network, brighthush guides members through budgeting, debt management, and long‑term financial planning. Our fully remote, flexible work model nurtures collaboration, inclusivity, and personal growth, allowing every team member to thrive while making a tangible difference in people’s lives.

Why brighthush Is the Ideal Place for Your Next Career Chapter

At brighthush, purpose fuels every decision. We champion innovation, empathy, and continuous learning, believing that every member deserves a chance to build a brighter financial future. As a Bilingual Customer Support Specialist, you will be the first point of contact for members seeking guidance, playing a pivotal role in connecting them to the right resources and coaching services. Your work will directly impact lives, and you’ll do it from the comfort of your own home, supported by a culture that values autonomy, accountability, and celebration of success.

Core Mission & Impact

Every conversation you have contributes to a larger mission: reducing financial stress for millions of households across the United States. By delivering clear, empathetic, and solution‑focused support, you help members:

• Gain confidence in managing day‑to‑day expenses.
• Develop actionable plans to reduce debt and increase savings.
• Access personalized coaching that aligns with their unique goals.
• Feel heard, respected, and motivated to stay engaged with the program.

Key Responsibilities – What Your Day Will Look Like

• High‑Volume Call Management: Efficiently handle a large influx of inbound and outbound member calls, ensuring each interaction is timely, courteous, and solution‑focused.
• Multi‑Channel Support: Respond to member emails, instant messages, and service requests with accuracy, empathy, and a consistent brand voice.
• Onboarding Champion: Welcome new members, explain brighthush’s suite of financial coaching services, and guide them through the onboarding process with patience and clarity.
• Needs Assessment & Goal Identification: Conduct rapid yet thorough assessments of members’ financial needs, goals, and motivations, determining the most appropriate next steps.
• Resource Matching & Referral: Connect members with the right financial coaches, tools, or external resources, ensuring a seamless handoff and follow‑through.
• Appointment Coordination: Schedule, reschedule, and manage coaching appointments, maintaining an up‑to‑date calendar that aligns with both member and coach availability.
• Queue Optimization & Call‑Back Management: Support callback and call‑queue processes to minimize wait times, improve member satisfaction, and meet service level agreements.
• Follow‑Up Engagement: Conduct outbound follow‑up calls to nurture relationships, encourage continued participation, and gather feedback on the member experience.
• Knowledge Hub Support: Assist with registration, access, scheduling, and general service questions, acting as a go‑to resource for members navigating the platform.
• Data Integrity & Documentation: Maintain accurate member records, call notes, appointment information, and documentation in our CRM system, adhering to strict data‑privacy standards.
• Team Collaboration & Cross‑Functional Coordination: Work closely with financial coaches, program managers, and internal support teams to ensure effective member handoffs and collaborative problem‑solving.
• Issue Resolution & Escalation: Resolve routine member questions and service issues, escalating complex matters to the appropriate specialists while keeping the member informed.
• Privacy & Compliance Assurance: Protect member privacy and confidentiality in accordance with industry regulations and brighthush policies.
• Performance Excellence: Meet and exceed contact‑center expectations for availability, productivity, quality, accuracy, attendance, and overall service excellence.
• Continuous Improvement & Learning: Participate in ongoing training, coaching sessions, team meetings, and quality‑improvement initiatives to elevate personal and team performance.

Essential Qualifications – What You Bring to the Table

• High school diploma or equivalent; additional coursework in finance, business, or communications is a plus.
• Minimum of 2 years of experience in customer service, member services, call‑center, scheduling, or customer success roles.
• Fluent in both English and Spanish, with strong written and verbal communication skills in both languages.
• Proven ability to manage a high volume of inbound and outbound calls, emails, and messages while maintaining composure and professionalism.
• Exceptional verbal communication and active‑listening skills, with the ability to adapt tone and style to diverse audiences.
• Excellent organizational, time‑management, and follow‑through skills, ensuring tasks are completed accurately and on schedule.
• High attention to detail and accurate data‑entry capabilities.
• Comfortable navigating multiple systems and applications, including CRM, scheduling tools, and contact‑center technology.
• Quick learner who can adapt to new systems, processes, and procedures with minimal supervision.
• Ability to work independently in a fully remote environment, demonstrating self‑discipline and strong communication with teammates.
• Experience handling confidential and sensitive member information with discretion and integrity.

Preferred Qualifications – What Sets You Apart

• Experience in the financial services or nonprofit sector, particularly with coaching or educational programs.
• Knowledge of financial planning concepts, budgeting tools, and debt‑management strategies.
• Familiarity with telephony platforms, ticketing systems, and data‑analysis tools.
• Previous remote work experience in a high‑volume contact‑center setting.
• Certification or training in customer service excellence, such as the Customer Service Excellence (CSE) credential.

Key Skills & Competencies – The DNA of Success at brighthush

• Customer‑Centric Mindset: Passion for helping people achieve their financial goals and a genuine desire to make a difference.
• Communication Excellence: Clear, concise, and empathetic communication across multiple channels.
• Problem‑Solving Acumen: Ability to assess member needs quickly and recommend appropriate solutions.
• Technical Proficiency: Comfortable with CRM systems, scheduling software, and contact‑center platforms.
• Adaptability & Agility: Thrives in a fast‑changing environment and can pivot between tasks seamlessly.
• Team Collaboration: Works effectively with coaches, program managers, and cross‑functional teams.
• Data Integrity & Privacy: Maintains accurate records and follows data‑privacy best practices.
• Self‑Motivation & Discipline: Demonstrates initiative and accountability while working remotely.

Technology Stack & Tools You’ll Use

• CRM Platform: Our proprietary brighthush CRM for member management, call logging, and data analytics.
• Contact‑Center Suite: Cloud‑based telephony and omnichannel routing tools that enable high‑volume call handling.
• Scheduling Software: Integrated calendar and appointment‑booking system that syncs with coach availability.
• Collaboration Hub: Slack, Microsoft Teams, and shared documentation platforms for real‑time communication with teammates.
• Learning Management System (LMS): Continuous training modules covering financial literacy, product updates, and soft‑skill development.

Career Growth & Learning Opportunities – Your Path Forward

brighthush invests heavily in the professional development of its people. As a Bilingual Customer Support Specialist, you’ll have access to:

• Structured Onboarding: A comprehensive 30‑day onboarding program that introduces you to brighthush’s mission, technology stack, and best‑practice support techniques.
• Continuous Training: Monthly webinars, certification courses, and peer‑learning sessions focused on financial coaching fundamentals, advanced communication strategies, and emerging contact‑center technologies.
• Mentorship & Coaching: One‑on‑one mentorship with senior coaches and program managers who provide guidance on career progression and skill refinement.
• Clear Advancement Pathways: Opportunities to move into Senior Support Specialist, Team Lead, Quality Assurance Analyst, or Program Coordinator roles based on performance and ambition.
• Cross‑Functional Projects: Participate in product‑feedback loops, process‑improvement initiatives, and pilot programs that broaden your expertise beyond traditional support.
• Performance Reviews: Quarterly performance reviews with actionable feedback, goal‑setting, and recognition of achievements.

Work Environment & Culture – What It’s Like to Be Part of brighthush

Our remote, fully distributed team operates across multiple time zones, fostering a culture of flexibility, trust, and collaboration. We prioritize:

• Transparent Communication: Weekly virtual stand‑ups, monthly all‑hands meetings, and open‑door virtual office hours with leadership.
• Inclusive Decision‑Making: Every team member’s voice is heard and valued through regular surveys, brainstorming sessions, and project‑lead opportunities.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and a results‑oriented performance model that respects personal boundaries.
• Virtual Community Building: Game nights, wellness challenges, cultural celebrations, and interest‑based clubs that keep the team connected.
• Diversity, Equity & Inclusion (DEI): Proactive hiring practices, employee resource groups, and ongoing DEI training that ensure a welcoming environment for all.
• Health & Well‑Being: Access to mental‑health resources, employee assistance programs, and wellness stipends.

Compensation, Perks & Benefits – Investing in You

While exact figures vary based on experience and location, brighthush offers a competitive total‑reward package that includes:

• Base salary aligned with industry standards for remote bilingual support roles.
• Performance‑based bonuses tied to quality metrics, member satisfaction scores, and productivity targets.
• Comprehensive health, dental, and vision insurance for employees and eligible dependents.
• 401(k) retirement plan with company match to help you build long‑term financial security.
• Paid parental leave, sick leave, and generous vacation time to support life’s milestones.
• Professional development stipend for courses, certifications, and conferences.
• Access to mental‑health resources and employee assistance programs.
• Monthly stipend for home‑office equipment, high‑speed internet, and ergonomic accessories.
• Employee recognition programs that celebrate outstanding service and innovative ideas.

Success Metrics – How We Measure Impact

• Member Satisfaction (CSAT) Scores: Target of 90%+ satisfaction across all interactions.
• First‑Contact Resolution (FCR): Aim to resolve at least 80% of inquiries during the initial contact.
• Average Handle Time (AHT): Maintain efficiency while preserving quality, with benchmarks aligned to industry standards.
• Appointment Conversion Rate: Drive a high percentage of scheduled coaching sessions from initial calls.
• Compliance Adherence: Zero violations of data‑privacy and regulatory standards.

Day‑In‑The‑Life Snapshot

Imagine starting your day with a brief virtual huddle, reviewing the day’s queue, and then diving into a mix of inbound calls, chat messages, and email inquiries. You’ll spend time documenting each interaction in the CRM, coordinating with a financial coach for a seamless handoff, and following up with members who need additional guidance. Mid‑day, you’ll join a live training session on new budgeting tools, then wrap up the afternoon by analyzing call metrics and sharing insights with your team lead. Throughout, you’ll enjoy the autonomy of a remote workspace, the camaraderie of a supportive team, and the satisfaction of knowing each conversation moves a member closer to financial stability.

Employee Testimonials – Voices from the Frontline

María G., Senior Support Specialist: “Working at brighthush feels like being part of a movement. Every call reminds me why I love what I do—helping real people achieve real financial peace.”

Javier L., Team Lead: “The growth opportunities are genuine. I started as a support rep, earned my certification, and now I lead a team of 12 specialists. The mentorship program truly accelerated my career.”

Ready to Make an Impact?

If you are a bilingual, customer‑focused professional with a passion for financial empowerment, we want to hear from you. Join brighthush and become part of a team that is redefining how people achieve financial confidence—one conversation at a time.

Apply today and start your journey with brighthush, where your skills meet purpose, and your career grows alongside the lives you touch.