Senior Bilingual Customer Care Specialist (French & English) – Global Digital Services & Cloud Solutions Champion – Driving Customer Success at brighthush

Welcome to brighthush – Where Digital Innovation Meets Customer Delight

At brighthush, we don’t just build technology – we shape the future of digital experience. Our portfolio spans cloud infrastructure, advanced data analytics, and next‑generation customer engagement platforms that empower enterprises across North America, Europe, and Asia. We are on a relentless mission to deliver exceptional value through innovation, partnership, and an unwavering focus on customer success. As we expand our Customer Care Centre, we 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.

About brighthush

brighthush is a global leader in digital transformation, delivering cloud‑native solutions that help businesses accelerate growth, streamline operations, and unlock new revenue streams. With a culture rooted in Innovation, Integrity, Impact, and Inclusion, we empower our teams to think boldly, act decisively, and collaborate across borders. Our remote‑first philosophy means you can work from anywhere while staying connected to a vibrant, diverse community of professionals who share a passion for excellence.

Why Join brighthush?

When you become part of the brighthush family, you’ll experience:

• A mission‑driven environment where every interaction directly influences the success of our clients and the evolution of our products.
• A remote‑first culture that values flexibility, trust, and results over rigid schedules.
• A global network of colleagues from over 30 countries, offering endless opportunities for cross‑cultural collaboration.
• A commitment to continuous learning through structured training, mentorship, and access to industry conferences.

Key Responsibilities – Your Impact in Every Interaction

Multi‑Channel Support Excellence

• Handle inbound and outbound customer interactions via phone, email, live chat, and social media, ensuring a consistent, high‑quality experience across all touchpoints.
• Maintain a professional and empathetic tone in every interaction, adapting communication style to the customer’s preferences and cultural context.
• Escalate complex issues to specialized teams while keeping the customer informed of progress and expected resolution timelines.

Issue Diagnosis & Resolution

• Quickly identify root causes of technical and service‑related issues, providing clear, step‑by‑step solutions that empower customers to resolve problems independently.
• When necessary, coordinate with engineering, product, and sales teams to resolve complex cases, ensuring a seamless hand‑off and follow‑up.
• Document troubleshooting steps and solutions in the CRM to build a knowledge base that benefits the entire support organization.

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.
• Act as a product ambassador, sharing insights and feedback from customers with the product roadmap team.
• Deliver product demos and training sessions to new and existing clients, ensuring they derive maximum value from our solutions.

Documentation & Reporting

• Log all customer interactions in our CRM system (brighthush), ensuring data integrity, compliance with internal quality standards, and accurate reporting for analytics and continuous improvement.
• Generate weekly and monthly reports on key metrics such as first‑contact resolution, average handling time, customer satisfaction scores, and net promoter score (NPS).
• Identify trends and patterns in support tickets to proactively address recurring issues.

Customer Advocacy

• Act as the voice of the customer within brighthush, providing actionable feedback on product improvements, service enhancements, and emerging market trends.
• Participate in cross‑functional meetings to share customer insights and help shape future initiatives.

Continuous Improvement & Knowledge Sharing

• Participate in regular training sessions, knowledge‑sharing workshops, and process‑improvement initiatives to elevate the overall support experience.
• Contribute to the creation and maintenance of knowledge‑base articles, ensuring they remain accurate, up‑to‑date, and easily searchable.
• Mentor new hires and share best practices to foster a culture of excellence.

Performance & Accountability

• Meet or exceed key performance indicators such as first‑contact resolution, average handling time, customer satisfaction scores, and net promoter score (NPS).
• Own your personal development plan, setting measurable goals and tracking progress with your manager.
• Participate in quarterly performance reviews focused on growth, skill development, and alignment with brighthush’s strategic objectives.

Essential Qualifications – What We Expect

• 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., brighthush) and collaboration tools (e.g., brighthush, brighthush).
• 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 – Bonus Points

• 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 – The DNA of Success

• 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 – Your Path to Excellence

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 – A Remote Community That Thrives

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

brighthush offers a competitive salary package that reflects your experience and the value you bring to our team. In addition to base pay, you will receive:

• Performance‑based bonuses tied to key metrics such as customer satisfaction and first‑contact resolution.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match to help secure your future.
• Unlimited paid time off (PTO) to support work‑life balance and personal well‑being.
• Flexible work hours and a fully remote setup, allowing you to work from any location.
• Home‑office stipend and equipment reimbursement to ensure you have a productive workspace.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs, including virtual fitness classes and mental health resources.

We believe that a supportive and rewarding environment fuels innovation and drives success. Join brighthush and become part of a team that values your growth, celebrates your achievements, and empowers you to make a lasting impact on our customers and the industry.

Ready to Join brighthush?

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑moving digital landscape, and want to grow your career in a supportive, remote‑first environment, we encourage you to apply today. Bring your bilingual skills, your curiosity, and your drive for excellence to brighthush – where your contributions shape the future of digital services and cloud solutions.