Senior Bilingual Customer Experience Champion – Remote Spanish & English Support Specialist Driving First‑Contact Resolution, Client Satisfaction, and Continuous Improvement at brighthush

About brighthush

brighthush is more than a tech company; it’s a global movement that reimagines how customer support fuels digital commerce. With a presence that spans North America, Latin America, and beyond, we empower millions of users to navigate our platform with confidence, clarity, and care. Our culture is built on three core pillars: innovation, inclusion, and impact. Whether you’re working from a bustling city office or a quiet home office, you’re encouraged to bring fresh ideas, challenge the status quo, and drive measurable change.

We believe that exceptional customer support is the heartbeat of any successful product. That’s why we invest heavily in our people—providing continuous learning, mentorship, and a remote‑first environment that respects work‑life balance while delivering world‑class service. If you thrive in a fast‑paced, data‑driven setting and want to see your contributions reflected in real‑world outcomes, brighthush is the place to grow.

Role Overview

As a Senior Bilingual Customer Experience Champion, you will be the frontline ambassador for our Spanish‑ and English‑speaking clientele. Your mission is to resolve inquiries with empathy, efficiency, and a relentless focus on first‑contact resolution. You’ll collaborate with cross‑functional teams—product, engineering, billing—to ensure seamless customer journeys and contribute to continuous improvement initiatives that elevate service quality and operational efficiency.

Why brighthush?

• Fully remote work with flexible scheduling—no weekend shifts required.
• Competitive base salary plus performance‑based bonuses that reward experience and results.
• Comprehensive health, dental, vision, and life insurance for you and your family.
• 401(k) with company match, robust retirement plans, and a pension option.
• Paid holidays, generous time‑off, and generous parental leave policies.
• Well‑being perks: subsidized fitness memberships, mindfulness apps, nutrition coaching, and sleep programs.
• Professional development: tuition reimbursement, industry certifications, and internal training.
• Inclusive, supportive culture that celebrates diversity and fosters innovation.

Key Responsibilities

In this role, you will:

• Handle a high volume of inbound calls, emails, and chat inquiries in both Spanish and English, ensuring a consistent, high‑quality experience.
• Provide accurate, timely resolutions while maintaining a professional and courteous tone.
• Adhere to service level agreements (SLAs) and quality assurance metrics, consistently exceeding performance targets.
• Escalate complex issues to the appropriate teams, following established protocols and maintaining clear communication.
• Document all interactions in our CRM system, ensuring data integrity, compliance, and actionable insights.
• Participate in continuous improvement projects, sharing insights and best practices to refine processes.
• Collaborate with product, technical, and billing teams to resolve customer issues and provide feedback on product enhancements.
• Maintain a deep understanding of our products, services, and policies, staying up‑to‑date with new releases and updates.
• Support special initiatives such as customer surveys, feedback loops, and training sessions for new hires.
• Work a Monday‑through‑Friday schedule with flexible hours to accommodate peak call times and global time zones.

Essential Qualifications

• High school diploma or equivalent; associate’s degree preferred.
• Minimum of 1 year of customer service experience in a bilingual environment.
• Fluency in Spanish and English—speaking, reading, and writing—at a professional level.
• Proficiency with Microsoft Office Suite (Word, Excel, Outlook) and a proven ability to learn new software quickly.
• Strong verbal, written, and listening communication skills, with the ability to tailor messaging to diverse audiences.
• Demonstrated ability to ask probing questions, identify root causes, and provide effective solutions.
• Excellent time‑management skills and the ability to multitask in a fast‑paced environment.
• High level of professionalism, empathy, and a customer‑centric mindset.
• Reliable internet connection, a quiet workspace, and a computer capable of handling 90% of the workday.

Preferred Qualifications

• Experience with CRM systems (e.g., Salesforce, Zendesk) and call‑center metrics.
• Knowledge of customer service best practices and industry standards.
• Previous remote work experience with a proven track record of self‑discipline.
• Additional language skills or certifications in customer support.
• Background in the financial services or insurance sector.

Skills & Competencies

• First‑contact resolution mindset – aim to solve issues on the first interaction.
• Adaptability – thrive in a dynamic environment with evolving processes.
• Problem‑solving – analyze situations quickly and propose actionable solutions.
• Team collaboration – work effectively with colleagues across departments.
• Attention to detail – ensure accurate data entry and compliance with policies.
• Resilience – handle high‑volume call traffic and challenging customer scenarios with composure.
• Continuous learning – stay updated on product changes, industry trends, and new technologies.

Career Growth & Learning Opportunities

At brighthush, your career path is as unique as you are. We provide:

• Structured mentorship programs that guide you from entry‑level to senior roles.
• Access to industry‑leading certifications (e.g., FLMI, ICA) at no cost.
• Cross‑functional training that opens doors to roles in product, operations, and analytics.
• Annual performance reviews with clear metrics for advancement.
• Leadership development workshops and coaching sessions.
• Opportunities to lead projects, present findings, and influence company strategy.

Work Environment & Culture

brighthush is built on the principles of trust, transparency, and empowerment. Our remote culture is supported by:

• Weekly virtual town halls to keep everyone aligned and informed.
• Monthly “Innovation Fridays” where teams pitch new ideas and experiment with emerging technologies.
• Inclusive employee resource groups that celebrate diverse perspectives and foster belonging.
• Regular wellness check‑ins and mental health resources, including counseling and mindfulness sessions.
• Community outreach programs that allow you to give back and make a positive impact.

Compensation & Benefits

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

• Competitive base salary with performance‑based bonuses.
• Health, dental, and vision insurance plans for you and your family.
• Life insurance and disability coverage.
• 401(k) with company match and a pension plan.
• Paid holidays, sick leave, and flexible vacation policies.
• Parental leave and adoption assistance.
• Well‑being stipend for fitness, nutrition, and mental health apps.
• Professional development budget for courses, conferences, and certifications.
• Employee referral bonuses and recognition programs.

How to Apply

Ready to make a difference from the comfort of your home? Submit your application through our careers portal and join a team that values your expertise, supports your growth, and celebrates your unique contributions. We can’t wait to hear how you’ll help shape the future of customer experience at brighthush.