Seasoned Italian Customer Care Specialist – Streaming Service Support – Remote Portugal – 40 Hours/Week

About brighthush

brighthush is a global leader in immersive streaming experiences, delivering award‑winning content to millions of viewers worldwide. With a relentless focus on innovation, we blend cutting‑edge technology with compelling storytelling to keep audiences engaged across devices and platforms. Our mission is simple: connect people to the stories that matter most, anytime, anywhere.

Why brighthush?

At brighthush, we believe that great content deserves an equally great customer experience. That’s why we invest heavily in our people—our teams are the heart of our success. Whether you’re a seasoned professional or just starting your career, brighthush offers a culture of collaboration, continuous learning, and a commitment to work‑life balance. We’re proud of our inclusive environment, where diverse voices are heard and celebrated.

Role Overview

We’re looking for an Italian‑speaking Customer Care Specialist to join our remote support team in Portugal. In this full‑time, 40‑hour per week role, you’ll be the first line of contact for our Italian‑speaking subscribers, ensuring they receive timely, accurate, and friendly assistance. You’ll work across a 24/7 rotational schedule, providing support from 7 a.m. to 9 p.m. local time, Monday through Sunday.

Key Responsibilities

• Deliver Outstanding Support: Respond to customer inquiries via chat, email, and phone, resolving issues related to subscriptions, billing, account management, and technical troubleshooting.
• Maintain High Satisfaction Scores: Use our CRM and knowledge base to provide consistent, high‑quality responses, aiming for a customer satisfaction rating above 95%.
• Escalate Complex Issues: Identify when a problem requires escalation to technical or billing teams, ensuring a smooth handoff and follow‑up.
• Collaborate with Cross‑Functional Teams: Work closely with product, engineering, and marketing to report recurring issues and suggest improvements.
• Adhere to Policies & Standards: Follow company guidelines for data privacy, security, and brand voice, ensuring compliance with GDPR and local regulations.
• Continuous Improvement: Participate in regular training sessions, share best practices, and contribute to the evolving knowledge base.
• Support Rotational Schedule: Be available to work weekends, holidays, and rotating days off, ensuring coverage for our global audience.

Essential Qualifications

• Fluency in Italian: Native or near‑native proficiency in both spoken and written Italian.
• English Proficiency: Minimum B2 level in English, both written and spoken, to communicate with international teams.
• Strong interpersonal and communication skills, with the ability to remain calm under pressure.
• Tech‑savvy mindset: comfortable learning new tools, platforms, and troubleshooting processes quickly.
• Current residence in Portugal, with a valid EU passport, Portuguese residence permit, job seeker visa, or an expression of interest.
• Experience in a customer support role, preferably in the streaming or media industry.

Preferred Qualifications

• Previous experience supporting a streaming or subscription‑based service.
• Knowledge of video‑on‑demand (VOD) and live‑streaming technologies.
• Experience with CRM systems such as Zendesk, Freshdesk, or similar.
• Understanding of GDPR and data protection best practices.

Skills & Competencies

• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Time Management: Manage multiple tickets simultaneously while maintaining quality.
• Adaptability: Thrive in a fast‑paced, evolving environment with changing priorities.
• Team Player: Collaborate across departments and share insights to improve the customer journey.
• Attention to Detail: Ensure accuracy in ticket handling, documentation, and follow‑up.

Career Growth & Learning Opportunities

At brighthush, your career path is as dynamic as our content. As a Customer Care Specialist, you’ll have access to:

• On‑the‑job training with senior support engineers and product managers.
• Mentorship programs that pair you with experienced leaders.
• Internal mobility into technical support, product management, or marketing roles.
• Annual learning stipend for courses, certifications, or conferences.
• Regular performance reviews that align your goals with company objectives.

Work Environment & Culture

brighthush values a culture of transparency, creativity, and mutual respect. Even though you’ll be working remotely, you’ll feel part of a vibrant community through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Monthly virtual coffee breaks where you can chat with colleagues from around the world.
• Access to a digital collaboration hub (Slack, Teams, Confluence) for real‑time communication.
• Annual virtual retreats and quarterly hackathons to spark innovation.
• Inclusive policies that celebrate diversity and encourage work‑life balance.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Health, dental, and vision insurance for you and your dependents.
• Flexible working hours and a generous paid time off policy.
• Remote work stipend to support home office setup.
• Employee wellness program, including mental health resources and fitness subsidies.

How to Apply

Ready to bring your passion for customer service to brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Click the link below to apply and join a team that’s redefining entertainment worldwide.

Apply to brighthush Today

Join brighthush – Where Every Customer Experience Matters

At brighthush, we’re not just a streaming platform; we’re a community of storytellers, technologists, and customer advocates who believe that every interaction should feel personal and impactful. If you’re fluent in Italian, thrive in a dynamic environment, and want to help millions of viewers enjoy seamless entertainment, we want to hear from you. Apply now and become a vital part of our global family.