Seasoned Multilingual Customer Support Specialist – German & English – Global Customer Success Champion & Innovation Leader at brighthush

About brighthush

brighthush is more than a customer‑support provider; we are a global catalyst for transformative customer experiences. With a footprint spanning over 30 countries and a vibrant community of more than 15,000 professionals, we empower Fortune 500 brands to connect with their audiences in ways that feel personal, timely, and deeply human. Our foundation is built on cutting‑edge technology, data‑driven insights, and a relentless focus on the human touch that turns routine interactions into lasting relationships.

In an era where customer expectations evolve at the speed of a click, brighthush stands at the intersection of innovation and empathy. We blend AI‑powered tools with seasoned human expertise, ensuring that every conversation reflects our core values: authenticity, agility, and a commitment to delight every voice—both ours and our clients’. Our culture thrives on collaboration, continuous learning, and an unwavering belief that every team member can shape the future of customer experience.

Why Join brighthush?

When you become part of brighthush, you step into a mission‑driven organization that values every conversation. Here’s what makes us stand out:

• Global Impact: Work with leading brands across industries and help shape the future of customer experience.
• Clear Career Pathways: From entry‑level roles to senior leadership, we provide structured progression and mentorship.
• Continuous Learning: Access to a comprehensive learning portal, workshops, and knowledge‑sharing sessions.
• Competitive Compensation: Transparent salary bands, performance bonuses, and a full suite of benefits.
• Vibrant Work Environment: Hybrid and remote options, wellness programs, hackathons, and a culture of recognition.

Role Overview

We are seeking a Seasoned Multilingual Customer Support Specialist fluent in German and English to become the first point of contact for our global clientele. In this role, you will provide timely, accurate, and friendly assistance across email, phone, and live chat channels. Your ability to communicate clearly, resolve issues efficiently, and collaborate with cross‑functional teams will be essential to maintaining our high service standards and driving customer satisfaction.

Key Responsibilities

• Respond to incoming customer inquiries via email, phone, and live chat with professionalism and empathy.
• Deliver fast, complete, and friendly responses that reflect brighthush’s brand voice and quality guidelines.
• Document all interactions accurately in the ticketing system, ensuring that call scripts and follow‑up actions are recorded.
• Escalate complex tickets to the appropriate internal teams (technical, billing, product, etc.) and track resolution status.
• Send follow‑up emails to customers when necessary, ensuring a seamless handoff and closure of the support cycle.
• Collaborate with the Quality Assurance team to continuously improve response times, resolution rates, and customer satisfaction scores.
• Participate in regular training sessions and knowledge‑sharing workshops to stay current on product updates and industry best practices.
• Contribute to the development of support documentation, FAQs, and knowledge base articles in both German and English.
• Analyze customer feedback and identify trends to inform product improvements and process enhancements.
• Act as a brand ambassador, embodying brighthush’s values in every interaction.

Essential Qualifications

• Fluency in German and English (minimum B2/C1 level) with excellent written and verbal communication skills.
• Previous experience in a customer support or call center environment, preferably in a B2B or SaaS context.
• Strong problem‑solving abilities and a customer‑centric mindset.
• Proficiency with CRM and ticketing systems (e.g., brighthush, brighthush, brighthush) and a willingness to learn new tools.
• Ability to work independently and as part of a cross‑functional team in a fast‑paced environment.
• Excellent time‑management skills and the ability to handle multiple priorities simultaneously.
• High level of digital literacy and comfort navigating multiple software platforms.

Preferred Qualifications

• Experience working in a global, multicultural team.
• Knowledge of customer experience metrics (CSAT, NPS, First‑Contact Resolution).
• Familiarity with agile methodologies and continuous improvement frameworks.
• Additional language skills (e.g., French, Spanish, Italian) are a plus.
• Background in technical support or troubleshooting for software products.
• Experience with data analysis tools (Excel, brighthush, brighthush) to extract insights from support data.

Core Skills & Competencies

• Communication Excellence: Clear, concise, and empathetic communication in both German and English.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Analytical Thinking: Ability to diagnose problems quickly and propose effective solutions.
• Adaptability: Thrive in a dynamic environment with changing priorities and evolving processes.
• Team Collaboration: Work closely with product, engineering, and sales teams to resolve customer issues.
• Customer‑First Attitude: Passion for delivering exceptional service and turning challenges into opportunities.
• Proactive Learning: Eagerness to stay updated on product features, industry trends, and best practices.
• Resilience: Maintain composure under pressure and handle high‑volume periods with grace.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Support Specialist, you will:

• Progress through a structured career ladder that includes roles such as Senior Support Specialist, Team Lead, and Customer Success Manager.
• Access a comprehensive learning portal featuring courses on product knowledge, soft skills, and leadership development.
• Receive mentorship from experienced leaders who will guide your professional journey.
• Explore cross‑training opportunities in related areas such as product management, quality assurance, and process improvement.
• Participate in annual performance reviews that align your goals with the company’s strategic objectives.
• Earn certifications in customer support, CRM platforms, and industry‑specific technologies.
• Attend global conferences, webinars, and workshops to broaden your network and expertise.

Work Environment & Company Culture

brighthush fosters a culture of inclusion, transparency, and continuous improvement. Our workplace is characterized by:

• Open communication channels where every voice is heard.
• Flexible work arrangements, including hybrid and remote options.
• Regular team‑building events, hackathons, and wellness programs.
• Commitment to sustainability and social responsibility initiatives.
• Recognition programs that celebrate achievements and milestones.
• Inclusive hiring practices that value diverse perspectives.
• Supportive leadership that encourages innovation and experimentation.

Compensation & Benefits

We offer a competitive and transparent compensation package that reflects your skills and experience:

• Base salary: €1,485 gross per month (subject to market adjustments).
• Performance‑based monthly bonus up to €128 gross.
• Health insurance and dental coverage for you and your dependents.
• Monthly food vouchers (€30.68) and transport allowance (€30.68).
• Co‑financed sports card (€12.27/month) to support your fitness goals.
• Taxi vouchers for night and late‑shift coverage.
• Night‑shift food allowance bonuses paid at month‑end.
• Additional perks such as employee referral bonuses, professional development allowances, and flexible spending accounts.
• Generous paid time off, including vacation, sick leave, and personal days.
• Wellness stipend for gym memberships, meditation apps, or other health‑related expenses.
• Annual company retreat and local team events.

How to Apply

If you are ready to bring your German and English language skills to a global, customer‑centric organization, we want to hear from you! Please submit your CV in English, highlighting your relevant experience and achievements. Only shortlisted candidates will be contacted.

Join brighthush and become part of a team that is shaping the future of customer experience. Your expertise, passion, and dedication will help us deliver unparalleled support to our clients worldwide.

We look forward to discovering how you can contribute to our success. Apply today and start your journey with brighthush!