Seasoned Spanish‑Fluent Remote Customer Experience Specialist – Bilingual Support Lead & Customer Success Champion – Flexible Hours, Full‑Time Home‑Based, Driving Global Delight & Innovative Engagement at brighthush

About brighthush

brighthush is a trailblazer in the customer experience arena, redefining how brands connect with audiences across more than 30 countries. Our mission is simple yet ambitious: to make every customer feel heard, valued, and empowered. By delivering seamless, multilingual support solutions, we transform every interaction into a memorable journey. Our culture is rooted in innovation, collaboration, and an unwavering commitment to service excellence. As we expand our remote workforce, we invite seasoned bilingual professionals to join our mission‑driven team and help us set new industry standards.

Why brighthush?

At brighthush, we believe that great work begins with a great environment. Here’s why our remote teams thrive:

• Work from Anywhere: Fully remote roles let you support customers worldwide while staying in the comfort of your home.
• Flexible Scheduling: Our shift structure accommodates evenings, weekends, and holidays, giving you the freedom to balance work with personal commitments.
• Diverse & Inclusive Culture: We celebrate every voice, promote equity, and value collaboration across all levels.
• Continuous Learning: Access a wealth of online courses, certifications, and mentorship programs designed to accelerate your career.
• Competitive Compensation: Receive a market‑competitive salary, performance bonuses, and a comprehensive benefits package.
• Global Impact: Your work will touch customers in multiple time zones, cultures, and languages, giving you a truly international perspective.
• Recognition & Growth: We celebrate achievements through employee of the month, innovation champions, and career milestone awards.

Role Overview

As a Senior Spanish‑Fluent Remote Customer Experience Specialist, you will be the frontline champion for our Spanish‑speaking customers. You’ll not only resolve inquiries but also shape the future of our support processes, ensuring that every conversation reflects the brighthush commitment to delight. Your expertise will help us maintain high service levels, drive customer loyalty, and uncover insights that inform product and service improvements.

Key Responsibilities

• Inbound Call & Channel Management: Handle customer inquiries via phone, chat, and email with professionalism, empathy, and a solution‑oriented mindset.
• Information Capture & Verification: Accurately record customer details, product usage, and issue context to ensure efficient resolution and data integrity.
• Issue Diagnosis & Resolution: Diagnose problems, provide clear solutions, and follow up to guarantee customer satisfaction and loyalty.
• CRM Data Management: Log interactions in our CRM system, ensuring compliance with privacy standards and maintaining high data quality.
• Process Improvement: Identify recurring issues, collaborate with cross‑functional teams, and contribute to the continuous refinement of support workflows.
• Team Collaboration & Mentorship: Participate in daily huddles, share best practices, and support peers during peak periods to maintain high service levels.
• Quality Assurance & Coaching: Review call recordings and chat transcripts to ensure adherence to quality standards and identify opportunities for improvement.
• Product Knowledge Mastery: Stay up‑to‑date on our product suite, new releases, and common troubleshooting scenarios to provide accurate support.
• Customer Advocacy: Represent the voice of the customer in internal meetings, providing insights that shape product development and service enhancements.
• Metrics & Reporting: Track key performance indicators such as first‑contact resolution, average handling time, and customer satisfaction scores, and report trends to leadership.
• Escalation Management: Identify when issues require higher‑level intervention and coordinate with technical teams to ensure timely resolution.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree is a plus.
• Native or near‑native fluency in Spanish and strong command of English, both written and spoken.
• Excellent verbal and written communication skills in both languages.
• Reliable home workspace with a quiet, dedicated area for calls.
• Stable wired internet connection (minimum 25 Mbps download / 10 Mbps upload).
• Ability to pass a standard drug screen and background check.
• Strong problem‑solving skills and a customer‑centric mindset.
• Comfortable using computers, CRM platforms, and virtual collaboration tools.
• Proficiency with brighthush Office Suite (Word, Excel, Outlook) and basic troubleshooting of common software issues.
• Experience with call‑center metrics and reporting tools is a plus.

Preferred Qualifications

• Previous experience in a senior or lead role within a multilingual customer support environment.
• Knowledge of Spanish‑speaking markets in Latin America and Spain.
• Familiarity with advanced CRM features such as automation, tagging, and analytics.
• Experience coaching or mentoring junior support agents.
• Certifications in customer service, quality assurance, or related fields.

Skills & Competencies

• Communication Excellence: Ability to convey complex information clearly and empathetically in both Spanish and English.
• Analytical Thinking: Strong data interpretation skills to identify trends and propose actionable improvements.
• Adaptability: Comfortable navigating shifting priorities and evolving product features.
• Collaboration: Proven track record of working effectively across remote teams and departments.
• Technical Proficiency: Comfortable troubleshooting software issues and guiding customers through step‑by‑step solutions.
• Time Management: Ability to manage multiple concurrent tickets while maintaining high quality and speed.

Career Growth & Learning Opportunities

At brighthush, we view every challenge as a stepping stone to greater responsibility. As a Senior Specialist, you will:

• Progress into a Team Lead or Customer Experience Manager role, overseeing a squad of bilingual agents.
• Lead cross‑functional initiatives that shape product roadmaps and support strategies.
• Access a curated learning path that includes advanced courses in customer psychology, data analytics, and leadership.
• Participate in quarterly innovation labs where you can propose and prototype new support tools.
• Earn performance‑based bonuses and recognition awards that accelerate your career trajectory.

Work Environment & Culture

Our remote‑first culture means you’ll collaborate with colleagues from diverse backgrounds, time zones, and industries. We foster:

• Transparent Communication: Weekly all‑hands meetings, real‑time chat channels, and open feedback loops.
• Inclusive Decision‑Making: Your voice matters in shaping policies, tools, and customer journeys.
• Well‑Being Initiatives: Virtual wellness sessions, ergonomic support, and flexible time off policies.
• Community Engagement: Volunteer days, charity partnerships, and global team events.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers:

• Competitive base salary aligned with industry benchmarks.
• Performance‑based bonuses tied to key metrics such as customer satisfaction and first‑contact resolution.
• Comprehensive health, dental, and vision coverage.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and personal days.
• Home‑office stipend to ensure you have the best tools for success.
• Unlimited learning budget for courses, certifications, and conferences.

How to Apply

If you’re ready to elevate Spanish‑speaking customer experiences, lead with empathy, and shape the future of global support, we’d love to hear from you. Click the link below to submit your application and join the brighthush family.