Seasoned Bilingual Omnichannel Customer Experience Specialist – Spanish & English – Remote, Full‑Time – Elevate Global Support Excellence at brighthush

About brighthush

brighthush is a trailblazing technology company that fuses cutting‑edge artificial intelligence with everyday consumer products to craft smarter, more intuitive experiences. From smart home devices and connected appliances to digital services, brighthush is redefining how people interact with technology in their homes and on the go. Our mission is to empower customers with solutions that are not only functional but also delightfully simple to use. We pride ourselves on a culture of curiosity, collaboration, and continuous learning, where every team member is encouraged to bring fresh ideas to the table.

Why This Role Matters

As a Bilingual Omnichannel Customer Experience Specialist, you will be the frontline ambassador for brighthush’s global customer base. You’ll bridge the gap between our innovative products and the people who use them, ensuring that every interaction—whether it’s a phone call, an email, a live chat, or a social media message—delivers the same high level of care and expertise. Your bilingual fluency in Spanish and English will enable you to serve a diverse audience, helping to expand our reach into Spanish‑speaking markets while maintaining the brand’s reputation for exceptional service.

Key Responsibilities

• Customer Interaction: Deliver timely, accurate, and empathetic support across multiple channels (phone, email, chat, social media) to resolve inquiries, troubleshoot issues, and guide users through product setup and usage.
• Product Knowledge & Troubleshooting: Build deep expertise in brighthush’s product line, including hardware, firmware, and associated mobile/web applications. Diagnose and resolve technical problems, escalating to engineering when necessary.
• Omnichannel Communication Management: Maintain consistent brand voice and tone across all touchpoints. Use CRM tools to log interactions, track resolution status, and identify patterns for continuous improvement.
• Process Improvement: Collaborate with cross‑functional teams (Product, Engineering, Marketing, Quality Assurance) to refine support workflows, create knowledge base articles, and implement best practices that enhance customer satisfaction.
• Data Analysis & Reporting: Monitor key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer satisfaction scores. Generate regular reports and insights to inform strategy and operational decisions.
• Multitasking & Flexibility: Manage multiple support tickets simultaneously while prioritizing urgent issues. Adapt to changing shift schedules, including evenings, weekends, and holidays, to meet global customer needs.
• Team Collaboration: Participate in daily stand‑ups, knowledge sharing sessions, and training workshops to stay aligned with team goals and company initiatives.
• Customer Advocacy: Act as a voice of the customer within brighthush, providing feedback on product usability, feature requests, and potential pain points to drive product roadmap decisions.
• Quality Assurance: Assist in testing new features and releases by providing real‑world scenarios and reporting bugs or usability issues.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Communications, Business, or a related field is a plus.
• Minimum of 3 years of professional customer service experience, preferably in a tech or e‑commerce environment.
• Fluency in both Spanish and English—written and spoken—demonstrated through prior work or certifications.
• Proficiency with brighthush, brighthush, and brighthush platforms.
• Strong computer literacy, including the ability to navigate multiple applications simultaneously and troubleshoot basic software issues.
• Excellent communication skills, with the ability to explain complex technical concepts in simple, customer‑friendly language.
• Demonstrated ability to handle high‑volume, fast‑paced environments while maintaining a calm, professional demeanor.
• Flexibility to work a rotating schedule that includes evenings, weekends, and holidays as needed.
• Must reside in one of the following states: California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Kansas, Maryland, Michigan, North Carolina, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin.

Preferred Qualifications

• Experience with omnichannel support platforms (e.g., brighthush, brighthush, brighthush).
• Knowledge of AI‑driven customer service tools and chatbot integration.
• Background in troubleshooting hardware devices or IoT products.
• Previous exposure to the manufacturing or consumer electronics industry.
• Certifications in customer service excellence or technical support.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities for delight.
• Problem‑Solving: Analytical thinking and a methodical approach to diagnosing and resolving issues.
• Adaptability: Ability to thrive in a dynamic, evolving environment and quickly learn new tools or processes.
• Collaboration: Strong teamwork skills, comfortable working with remote colleagues across time zones.
• Time Management: Efficiently juggle multiple tasks, prioritize effectively, and meet deadlines.
• Technical Aptitude: Comfortable with troubleshooting software and hardware, and a willingness to learn new technologies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Bilingual Omnichannel Customer Experience Specialist, you will have the chance to:

• Progress into senior support roles, such as Lead Customer Experience Specialist or Customer Success Manager.
• Transition into product support engineering, quality assurance, or user experience research.
• Participate in cross‑functional projects that influence product development and customer journey mapping.
• Access continuous learning resources, including online courses, certifications, and internal workshops.
• Receive mentorship from seasoned professionals in customer success, product, and engineering.

Work Environment & Company Culture

brighthush is a fully remote organization that values flexibility, transparency, and inclusivity. Our culture is built on:

• Open Communication: Regular virtual town halls, team huddles, and one‑on‑one check‑ins.
• Innovation & Experimentation: Encouragement to test new ideas, iterate quickly, and celebrate successes.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and a focus on mental well‑being.
• Diversity & Inclusion: Commitment to creating a welcoming environment for people of all backgrounds.
• Community Engagement: Opportunities to volunteer, participate in hackathons, and contribute to open‑source projects.

Compensation & Benefits

We offer a competitive salary range of USD 43,680 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• 401(k) matching program to help you build a secure financial future.
• Generous paid time off (PTO) and paid holidays.
• Tuition reimbursement for approved courses and certifications that enhance your professional growth.
• Comprehensive health, dental, and vision insurance plans.
• Parental leave policies that support new parents with paid time off and flexible return‑to‑work options.
• Employee wellness programs, including mental health resources and fitness stipends.
• Annual performance bonuses and recognition programs.

How to Apply

Ready to bring your bilingual customer service expertise to a dynamic, tech‑savvy team? Submit your application through the link below and join brighthush in shaping the future of intelligent consumer products.

Apply to this position now

Closing Statement

At brighthush, every interaction counts. If you are passionate about delivering world‑class support, thrive in a fast‑paced environment, and want to grow your career while making a tangible impact on millions of customers worldwide, we want to hear from you. Join us and help us turn everyday experiences into moments of delight.