Seasoned Portuguese Customer Support Specialist – Remote, Bulgaria – Champion Exceptional Customer Experience at brighthush

About brighthush

brighthush is a forward‑thinking, customer‑centric organization that thrives on delivering exceptional digital experiences across the globe. With a portfolio that spans e‑commerce, fintech, and SaaS solutions, we empower businesses to connect with their audiences in meaningful ways. Our mission is simple: to transform ordinary interactions into memorable moments that drive loyalty and growth.

Founded on the principles of innovation, inclusivity, and continuous learning, brighthush has rapidly expanded its footprint across Europe, North America, and beyond. We pride ourselves on fostering a culture where every team member is encouraged to bring fresh ideas to the table, collaborate across disciplines, and take ownership of their professional journey.

Why Join brighthush?

• Global Impact: Your work will directly influence the satisfaction of customers worldwide, helping to shape the brand’s reputation and market position.
• Remote Flexibility: Operate from the comfort of your home in Bulgaria while staying connected to a vibrant, international team.
• Career Growth: We invest in your development through paid training, mentorship programs, and clear pathways to senior roles.
• Diverse Team: Collaborate with colleagues from different cultures, languages, and backgrounds, enriching your professional experience.
• Competitive Compensation: Earn a base salary of 2,900 BGN plus performance‑based bonuses that reward your contributions.

Role Overview

As a Portuguese Customer Support Specialist at brighthush, you will be the frontline voice for our Portuguese‑speaking customers. Your primary responsibility will be to resolve inquiries, troubleshoot issues, and provide proactive support that aligns with our high service standards. You will work closely with cross‑functional teams—including product, engineering, and quality assurance—to ensure a seamless customer journey.

Key Responsibilities

• Respond to customer inquiries via chat, email, and phone in Portuguese (B2 level) and English (B1‑B2 level) with a focus on clarity, empathy, and efficiency.
• Diagnose and resolve technical and non‑technical issues, escalating complex cases to specialized teams when necessary.
• Maintain accurate, up‑to‑date records of customer interactions in our CRM system, ensuring data integrity and compliance with privacy regulations.
• Collaborate with product and engineering teams to provide feedback on recurring issues and suggest improvements to product usability.
• Track and report on key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Participate in continuous improvement initiatives, including process reviews, knowledge‑base updates, and training sessions.
• Adhere to company policies, quality standards, and service level agreements (SLAs) to deliver consistent, high‑quality support.

Essential Qualifications

• Fluency in Portuguese (minimum B2) and proficiency in English (B1‑B2).
• At least 1‑2 years of experience in a customer support or help‑desk role, preferably within a tech or SaaS environment.
• Strong written and verbal communication skills, with the ability to explain complex concepts in simple terms.
• Proficiency with customer support tools (e.g., Zendesk, Freshdesk, Intercom) and CRM systems.
• Demonstrated problem‑solving abilities and a customer‑first mindset.
• Valid European passport or legal residency status in Bulgaria.
• Availability to work full‑time (40 hours per week) with a flexible schedule that includes two consecutive days off.

Preferred Qualifications

• Experience with multilingual support teams or in a multicultural environment.
• Knowledge of the fintech or e‑commerce sectors.
• Familiarity with agile methodologies and cross‑functional collaboration.
• Additional language skills (e.g., Spanish, French, German) are a plus.
• Prior exposure to remote work setups and self‑management tools.

Skills & Competencies

• Customer‑Centricity: A genuine passion for helping customers and a commitment to exceeding their expectations.
• Technical Aptitude: Ability to quickly learn new software, troubleshoot issues, and adapt to evolving technologies.
• Time Management: Efficiently prioritize tasks, manage multiple tickets simultaneously, and meet SLA targets.
• Collaboration: Strong teamwork skills, with the ability to communicate effectively across departments and time zones.
• Analytical Thinking: Identify patterns in customer issues, propose actionable solutions, and contribute to process improvements.
• Resilience: Maintain composure under pressure, handle challenging customers with professionalism, and stay motivated during high‑volume periods.

Career Growth & Learning Opportunities

At brighthush, we believe that learning is a lifelong journey. As a Customer Support Specialist, you will have access to:

• Structured onboarding and paid training programs that cover product knowledge, customer service best practices, and soft‑skill development.
• Mentorship from senior support leaders and product managers, providing guidance on career progression and skill enhancement.
• Regular performance reviews that highlight strengths, identify growth areas, and set clear objectives for advancement.
• Opportunities to transition into specialized roles such as Technical Support Engineer, Customer Success Manager, or Product Analyst, depending on your interests and performance.
• Participation in cross‑departmental projects, hackathons, and innovation challenges that broaden your skill set and visibility within the organization.

Work Environment & Company Culture

brighthush champions a culture of openness, respect, and collaboration. Even though you’ll be working remotely, you’ll feel part of a close‑knit community through:

• Weekly virtual team stand‑ups and monthly all‑hands meetings.
• Quarterly virtual retreats that combine learning sessions with social activities.
• Open communication channels via Slack, Teams, and our internal knowledge‑base.
• A commitment to work‑life balance, with flexible scheduling and generous paid time off.
• Recognition programs that celebrate achievements, milestones, and innovative ideas.

Compensation, Perks, and Benefits

• Base Salary: 2,900 BGN per month, paid on a monthly basis.
• Performance Bonus: Earn additional compensation based on individual and team KPIs.
• Equipment: We provide a fully equipped home office setup, including a high‑quality headset, monitor, and ergonomic accessories.
• Paid Training: All training costs are covered by brighthush to ensure you have the tools and knowledge to succeed.
• Health & Wellness: Access to a corporate wellness program, including mental health resources and fitness subsidies.
• Professional Development: Reimbursement for relevant certifications, courses, and conferences.
• Remote Work Flexibility: Work from anywhere in Bulgaria with a stable internet connection.
• Team Events: Annual virtual and in‑person gatherings to foster camaraderie and celebrate successes.

How to Apply

If you’re ready to bring your passion for customer service, your bilingual fluency, and your problem‑solving skills to a dynamic, growth‑oriented company, we’d love to hear from you. Please submit your resume and a brief cover letter outlining why you’re the ideal fit for this role.

For more information or to refer a friend, feel free to reach out via email at [email protected] or leave a comment on the job posting. Your next career adventure awaits at brighthush.

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