Seasoned Multilingual Customer Support Specialist – Arabic, French & English – Remote FinTech SaaS Platform – Full‑Time – Join brighthush

About brighthush – Pioneering the Future of Global Trading

brighthush is not just a FinTech company; it is a global movement that is reshaping how traders, investors, and financial institutions interact with markets worldwide. By delivering a cloud‑native, SaaS trading platform that offers real‑time execution, advanced analytics, and uncompromising security, brighthush empowers brokers to provide their clients with a frictionless, intuitive trading experience. Our mission is simple yet ambitious: democratize access to sophisticated financial tools while upholding the highest standards of security, reliability, and customer satisfaction.

Founded on a foundation of relentless innovation, brighthush has grown into a worldwide team of over 500 tech‑savvy, creative professionals who collaborate across continents. Whether you are a seasoned developer, a data scientist, or a customer‑service champion, you will find a place at brighthush where your contributions directly influence the next generation of financial technology. We thrive on curiosity, continuous improvement, and a relentless focus on the end‑user.

Why This Role Matters

As a Multilingual Customer Support Specialist at brighthush, you become the frontline ambassador for our platform. Your fluency in Arabic, French, and English allows you to bridge language barriers and ensure that users from diverse regions receive timely, accurate, and empathetic support. In a fast‑moving industry where trust is paramount, your role is pivotal in turning potential friction points into opportunities for delight and loyalty.

Key Responsibilities

• Respond to Live Chat & Email Inquiries: Handle a high volume of customer messages with professionalism and efficiency, ensuring each query is resolved or escalated appropriately.
• Product Knowledge Evangelist: Master the intricacies of our trading platform and related financial products, enabling you to provide clear, concise explanations and troubleshooting guidance.
• Case Resolution & Escalation: Resolve support tickets within agreed service‑level agreements (SLAs), collaborating with cross‑functional teams when deeper technical insight is required.
• Quality & Productivity Champion: Meet or exceed the quality metrics and productivity targets set by your manager, contributing to continuous improvement initiatives.
• Ad‑Hoc Projects: Participate in special projects, process enhancements, or knowledge‑base updates as directed by leadership.
• Customer Feedback Loop: Capture and analyze user feedback to identify trends, pain points, and opportunities for product improvement.
• Compliance & Documentation: Ensure all support interactions adhere to regulatory standards such as MiFID II and GDPR, and maintain accurate, user‑friendly documentation.
• Team Collaboration: Work seamlessly with product, engineering, and compliance teams to resolve complex issues and improve the overall customer experience.
• Knowledge Base Stewardship: Author, review, and update help articles, FAQs, and troubleshooting guides to keep the knowledge base current and accessible.
• Metrics & Reporting: Track key performance indicators (KPIs) such as first‑contact resolution, average handle time, and customer satisfaction scores, and provide actionable insights to leadership.
• Process Improvement: Identify bottlenecks in support workflows and propose solutions that enhance efficiency and quality.
• Mentorship & Peer Support: Share best practices with new hires and peers, fostering a culture of continuous learning and collaboration.

Essential Qualifications

• Fluency in Arabic, French, and English: Excellent written and verbal communication skills in all three languages.
• Strong customer‑focus mindset with a genuine desire to help users succeed.
• Excellent analytical and problem‑solving abilities.
• Experience with live chat and email support platforms (e.g., Zendesk, Intercom).
• Basic understanding of financial markets and trading terminology is a plus.
• Proficiency in using CRM and ticketing systems.
• Ability to work independently in a remote environment while staying connected to a global team.
• Strong time‑management skills and the ability to prioritize tasks in a fast‑paced environment.
• Experience with data‑driven decision making and reporting.

Preferred Qualifications

• Prior experience in a customer‑support role within the FinTech or SaaS industry.
• Knowledge of regulatory frameworks such as MiFID II, GDPR, or equivalent.
• Experience with multi‑channel support environments (chat, email, social media).
• Exposure to creating clear, user‑friendly documentation and knowledge‑base articles.
• Familiarity with financial instruments, market data feeds, and trading workflows.
• Experience with performance‑based incentive programs.
• Proficiency in additional languages (e.g., Spanish, German) is a bonus.

Skills & Competencies

• Communication Excellence: Ability to translate complex technical concepts into simple, actionable advice.
• Empathy & Patience: Understanding the emotional journey of users during high‑stakes trading scenarios.
• Time Management: Prioritizing tasks in a fast‑paced environment while maintaining accuracy.
• Collaboration: Working seamlessly with product, engineering, and compliance teams to resolve issues.
• Continuous Learning: Proactive pursuit of new knowledge, whether through internal training or external courses.
• Adaptability: Thriving in a dynamic, evolving product landscape and adjusting to new processes quickly.
• Attention to Detail: Ensuring high quality in every support interaction and documentation piece.
• Problem‑Solving: Applying analytical thinking to diagnose and resolve complex issues.
• Customer‑Centric Mindset: Placing the user experience at the heart of every decision.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. We offer:

• Access to a curated learning library, including courses from brighthush and industry leaders.
• Mentorship programs that pair you with senior experts across product, engineering, and compliance.
• Clear career pathways from Customer Support Specialist to Team Lead, Product Analyst, or Customer Success Manager.
• Annual performance reviews that focus on skill enhancement and goal alignment.
• Opportunities to lead cross‑functional initiatives, such as improving support workflows or launching new knowledge‑base features.
• Participation in hackathons, innovation challenges, and product beta testing.
• Regular knowledge‑sharing sessions where you can present insights or new tools to the broader team.
• Exposure to the entire product lifecycle, from ideation to launch, giving you a holistic view of FinTech operations.

Work Environment & Company Culture

Our remote‑first culture means you can work from anywhere in Morocco, Tunisia, or beyond, while still feeling part of a vibrant, global community. We celebrate diversity, encourage open dialogue, and foster an environment where ideas can flourish. At brighthush, you’ll find:

• Weekly virtual coffee chats and cross‑team knowledge‑sharing sessions.
• Inclusive decision‑making processes that value every voice.
• A commitment to work‑life balance, with flexible hours and generous paid time off.
• Regular team‑building events, both virtual and in‑person, to strengthen camaraderie.
• Access to wellness programs, including virtual fitness classes and mental health resources.
• Recognition programs that celebrate individual and team achievements.
• Transparent communication from leadership, ensuring you always know where the company is headed.
• Opportunities to collaborate with colleagues across time zones, enhancing cultural awareness and global perspective.

Compensation, Perks & Benefits

We believe in rewarding excellence. While specific figures are tailored to experience and location, you can expect:

• Competitive base salary aligned with industry standards for multilingual support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision coverage for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible working hours and a fully remote setup with a stipend for home‑office equipment.
• Access to a global learning budget for courses, certifications, and conferences.
• Employee stock‑option plan to share in the company’s long‑term success.
• Wellness initiatives, including mental health support, mindfulness sessions, and virtual fitness classes.
• Regular team retreats and social events to build camaraderie and celebrate milestones.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced FinTech environment, and are fluent in Arabic, French, and English, we want to hear from you. Join brighthush and help shape the future of global trading.