Seasoned Remote Bilingual Customer Care Specialist – French & English Support Expert for Global Digital Services & Cloud Solutions

About brighthush and the Opportunity

At brighthush, we are more than a technology partner – we are a catalyst for digital transformation. With a portfolio that spans cloud services, data analytics, and customer engagement solutions, we empower enterprises across North America, Europe, and Asia to unlock the full potential of their digital ecosystems. Our mission is simple yet powerful: deliver exceptional value through innovation, collaboration, and a relentless focus on customer success.

We are expanding our Customer Care Centre and are looking for a highly motivated, bilingual (French & English) Customer Care Specialist to join our fully remote team. This role is ideal for someone who thrives in a fast‑paced, customer‑centric environment and is passionate about providing world‑class support across multiple channels. If you are a proactive problem‑solver with a knack for turning inquiries into opportunities, we want to hear from you.

Key Responsibilities

• Multi‑Channel Support: Handle inbound and outbound customer interactions via phone, email, live chat, and social media, ensuring a consistent, high‑quality experience across all touchpoints.
• Issue Diagnosis & Resolution: Quickly identify root causes of technical and service‑related issues, provide clear, step‑by‑step solutions, and, when necessary, coordinate with engineering, product, and sales teams to resolve complex cases.
• Product & Service Evangelism: Stay up‑to‑date on brighthush’s suite of products and services, enabling you to provide accurate information, recommend best‑practice solutions, and identify upsell or cross‑sell opportunities that align with customer goals.
• Documentation & Reporting: Log all customer interactions in our CRM system (Salesforce, Zendesk), ensuring data integrity, compliance with internal quality standards, and accurate reporting for analytics and continuous improvement.
• Customer Advocacy: Act as the voice of the customer within brighthush, providing actionable feedback on product improvements, service enhancements, and emerging market trends.
• Continuous Improvement: Participate in regular training sessions, knowledge‑sharing workshops, and process‑improvement initiatives to elevate the overall support experience.
• Performance Metrics: Meet or exceed key performance indicators such as first‑contact resolution, average handling time, customer satisfaction scores, and net promoter score (NPS).
• Onboarding & Knowledge Base Maintenance: Assist new customers during the onboarding phase, create and update knowledge‑base articles, and ensure that support documentation remains accurate and accessible.

Essential Qualifications

• Bilingual fluency in French and English (written and spoken) with a strong command of both languages.
• Minimum of 2 years of experience in a customer support or client‑care role, preferably in a tech or SaaS environment.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk) and collaboration tools (e.g., Slack, Microsoft Teams).
• Excellent communication skills, with the ability to explain complex concepts in a clear, concise manner.
• Strong problem‑solving abilities and a customer‑first mindset.
• Self‑motivated, organized, and able to manage multiple priorities in a remote setting.
• Reliable high‑speed internet connection and a dedicated, quiet workspace that meets our home‑office requirements.

Preferred Qualifications

• Experience working in a remote or distributed team environment.
• Knowledge of cloud computing, data analytics, or digital transformation concepts.
• Prior exposure to bilingual support in a multicultural context.
• Certifications in customer service or technical support (e.g., ITIL, CompTIA).
• Demonstrated ability to upsell or cross‑sell products while maintaining customer satisfaction.

Skills & Competencies

• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Empathy & Active Listening: Ability to understand customer emotions and respond with genuine care.
• Time Management: Efficiently prioritize tasks and meet deadlines in a remote work environment.
• Adaptability: Thrive in a dynamic setting where processes and priorities evolve rapidly.
• Team Collaboration: Work seamlessly with cross‑functional teams, including sales, product, and engineering.
• Data‑Driven Decision Making: Use metrics and analytics to inform improvements and drive results.
• Conflict Resolution: De-escalate tense situations and find win‑win solutions for customers and the company.
• Cultural Sensitivity: Navigate diverse cultural contexts with respect and professionalism.

Career Growth & Learning Opportunities

At brighthush, we believe that investing in our people is the key to sustained success. As a Customer Care Specialist, you will have access to a comprehensive learning platform that includes:

• Monthly skill‑building workshops covering product updates, advanced support techniques, and industry trends.
• Mentorship programs pairing you with senior support leaders and product experts.
• Clear career pathways that can lead to roles such as Senior Support Engineer, Customer Success Manager, Product Specialist, or even Leadership tracks like Support Team Lead.
• Annual performance reviews that focus on growth, skill development, and goal alignment.
• Access to industry conferences, webinars, and certification programs at no cost.

Whether you aspire to deepen your technical expertise or broaden your business acumen, brighthush provides the resources and support to help you achieve your professional goals.

Work Environment & Company Culture

Our remote work model is built on trust, flexibility, and a strong sense of community. You will:

• Collaborate with a diverse, global team that values transparency and open communication.
• Participate in virtual coffee breaks, team‑building events, and cross‑departmental hackathons.
• Enjoy a flexible schedule that respects your work‑life balance while meeting client needs.
• Receive a fully equipped home‑office stipend to ensure you have the tools for success.
• Engage in quarterly virtual town halls where leadership shares company vision and celebrates milestones.

brighthush culture is defined by our core values: Innovation, Integrity, Impact, and Inclusion. We celebrate diversity, encourage creative thinking, and reward results that make a real difference for our clients and each other. Our remote community thrives on collaboration, continuous learning, and a shared commitment to excellence.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, you can expect a competitive salary package that includes:

• Base salary commensurate with market rates for bilingual customer support roles.
• Performance‑based bonuses tied to customer satisfaction and resolution metrics.
• Health, dental, and vision insurance coverage for you and your dependents.
• 401(k) or equivalent retirement plan with company matching.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Annual wellness stipend and access to virtual fitness classes.
• Equity or stock‑option program for eligible employees, fostering a sense of ownership.

In addition, you will benefit from a supportive remote work environment that values flexibility, continuous learning, and a healthy work‑life balance.

Why Join brighthush?

brighthush is at the forefront of digital innovation, and our customers trust us to deliver reliable, cutting‑edge solutions. By joining our Customer Care team, you will:

• Be part of a mission‑driven organization that makes a tangible impact on businesses worldwide.
• Work with the latest technologies and tools, staying ahead of industry trends.
• Collaborate with passionate professionals who value curiosity, resilience, and continuous improvement.
• Enjoy the freedom of remote work while being part of a vibrant, global community.

How to Apply

Ready to bring your bilingual support expertise to a dynamic, global team? Click the link below to submit your application and join brighthush in shaping the future of digital customer experience.

Apply Now – Remote Bilingual Customer Care Specialist

We look forward to discovering how your unique skills and passion for customer success can help us continue to deliver exceptional value to our clients worldwide.