Senior Bilingual Customer Experience Specialist – English & Spanish – Remote, Full‑Time – Championing Global Support Excellence, Customer Loyalty, and Brand Advocacy at brighthush

About brighthush – A Global Customer Experience Powerhouse

brighthush is more than a customer support agency; we are a strategic partner that turns every interaction into a brand‑building moment. With a footprint in over 30 countries and a portfolio that spans retail, finance, technology, and healthcare, we empower brands to deliver consistent, empathetic, and data‑driven experiences across every touchpoint. Our mission is simple yet powerful: every conversation is an opportunity to create a positive experience that fuels sustainable growth and deep customer loyalty. If you thrive on turning challenges into stories of delight, you belong with us.

Why This Role Matters

In an era where customers expect instant, accurate, and empathetic assistance—regardless of language or channel—your role as a Senior Bilingual Customer Experience Specialist is pivotal. You will be the frontline ambassador for our clients’ brands, translating complex product information into clear, friendly guidance for English‑ and Spanish‑speaking customers. Your work will directly influence customer satisfaction scores, brand perception, and ultimately, revenue growth. You’ll be the voice that turns a simple inquiry into a memorable brand story.

Key Responsibilities

Core Functions

• Multichannel Support Excellence: Handle inbound calls, live chat, email, and social media inquiries from a diverse customer base, providing timely solutions for product information, order status, billing, account management, and technical support.
• Root‑Cause Analysis: Employ active listening techniques to uncover root causes, ensuring each issue is resolved to the customer’s satisfaction while adhering to brand guidelines and compliance standards.
• Relationship Building: Build rapport and trust with customers by demonstrating empathy, patience, and professionalism, turning first‑time interactions into lasting relationships.
• Product Mastery: Maintain a deep, current understanding of brighthush’s product suite, service offerings, pricing structures, and promotional campaigns through ongoing training and self‑study.
• Order Management: Assist customers with order placement, returns, exchanges, shipment tracking, and account updates, following established SOPs for order entry, verification, and fulfillment.
• Data Integrity: Accurately document every customer interaction in the CRM system, capturing key data points, resolution steps, and follow‑up actions to support analytics and continuous improvement.
• Cross‑Functional Collaboration: Collaborate seamlessly with sales, marketing, technical support, and product teams to resolve complex inquiries and ensure a unified customer experience.
• Process Improvement: Proactively identify opportunities to streamline processes, enhance tools, and improve service delivery, providing actionable feedback to the process improvement team.
• Voice of Customer: Capture and analyze customer sentiment, translating insights into actionable recommendations for product and service enhancements.
• Quality Assurance: Participate in call monitoring and review sessions, offering constructive feedback to peers and contributing to quality improvement initiatives.

Additional Responsibilities

• Language Coaching: Mentor junior agents on best practices for bilingual communication, ensuring consistency across all customer touchpoints.
• Escalation Management: Serve as a first‑line escalation point for complex issues, coordinating with specialized teams to deliver swift, satisfactory resolutions.
• Analytics & Reporting: Generate weekly and monthly reports on key performance indicators (KPIs) such as CSAT, NPS, first‑contact resolution, and average handle time, and present insights to leadership.
• Continuous Learning: Stay current with industry trends, new product releases, and emerging customer service technologies to keep the support experience cutting‑edge.
• Community Building: Foster a sense of community among remote teammates through virtual coffee chats, knowledge‑sharing sessions, and informal networking events.

Expected Hours of Work

• Adhere to a structured schedule with flexibility to accommodate peak periods, occasional overtime, or shift adjustments as business needs evolve.
• Maintain a healthy work‑life balance by leveraging flexible scheduling options and remote work tools.

Essential Qualifications

Education & Certifications

• High School Diploma or equivalent; college coursework or a bachelor’s degree is a plus.
• Relevant certifications in customer service, CRM platforms, or language proficiency are highly valued.
• Certification in brighthush CRM platform or equivalent is a strong differentiator.

Experience

• Minimum of 1–2 years in a customer service or call center environment, preferably handling multilingual support.
• Experience with CRM systems (e.g., brighthush CRM platform, Salesforce, Zendesk) and ticketing platforms is advantageous.
• Background in e‑commerce, retail, or technology support demonstrates adaptability to diverse product lines.
• Experience in a high‑volume, fast‑paced environment with a focus on quality and efficiency.

Preferred Qualifications

• Advanced proficiency in Spanish (C1/C2 level) and a strong command of regional dialects.
• Experience with data analytics tools such as Tableau, Power BI, or Google Data Studio.
• Knowledge of industry‑specific compliance regulations (e.g., PCI, HIPAA, GDPR).
• Previous leadership or mentorship experience within a customer support team.

Skills & Competencies

• Fluent in both English and Spanish: Exceptional verbal and written communication skills in each language.
• Active Listening & Empathy: Ability to remain calm and composed under pressure while truly understanding customer needs.
• Problem‑Solving Aptitude: Take ownership of issues until resolution and follow up as needed.
• Technical Proficiency: Comfortable with basic computer applications (office productivity suite, web browsers) and data entry.
• Adaptability: Thrive in a dynamic environment with shifting priorities and a diverse customer base.
• Integrity & Confidentiality: Commitment to handling sensitive customer information with the utmost professionalism.
• Team Player Mindset: Eager to collaborate, share insights, and contribute to a culture of continuous improvement.
• Time Management: Efficiently juggle multiple tasks while maintaining high quality of service.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear, structured career pathways. As a Senior Bilingual Customer Experience Specialist, you will have the chance to:

• Progress to a Senior Support Specialist or Team Lead role, overseeing a group of agents and driving process enhancements.
• Transition into specialized tracks such as Technical Support, Billing, or Account Management, leveraging your growing expertise.
• Participate in our Leadership Development Program, featuring mentorship, workshops, and cross‑functional projects designed to accelerate leadership skills.
• Earn certifications in customer service excellence, brighthush CRM platforms, and advanced language proficiency, all supported by brighthush’s learning budget.
• Attend industry conferences, webinars, and training sessions to stay ahead of emerging trends in customer experience.
• Take advantage of a mentorship program that pairs you with senior leaders across the organization.
• Contribute to strategic initiatives such as the Voice of Customer program, influencing product roadmaps and service design.

Work Environment & Company Culture

brighthush fosters a culture of collaboration, innovation, and inclusivity. Even though you will be working remotely, you will be part of a vibrant community that values:

• Open Communication: Regular virtual town halls, team stand‑ups, and feedback loops keep everyone aligned and informed.
• Continuous Improvement: We encourage experimentation and celebrate data‑driven insights that enhance customer experience.
• Diversity & Inclusion: Our workforce spans multiple cultures and backgrounds, enriching our problem‑solving and creativity.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and wellness programs help you recharge and stay productive.
• Remote Work Culture: We provide the tools, resources, and support you need to thrive from anywhere.
• Recognition & Rewards: Regular recognition programs celebrate outstanding contributions and milestones.
• Innovation Hub: Access to cutting‑edge customer support tools and technologies, including AI‑powered chatbots and predictive analytics.

Compensation & Benefits

While the base salary for this role is competitive within the industry, brighthush offers a comprehensive benefits package designed to support your well‑being and future:

• Medical, Dental, Vision, and Life Insurance plans.
• Flexible Spending Accounts for Medical and Dependent Care.
• 401(k) plan with company match to help you build long‑term wealth.
• Generous Paid Time Off (PTO) and 10.5 paid holidays each year.
• Professional development stipend for courses, certifications, and conferences.
• Employee Assistance Program (EAP) for mental health and wellness support.
• Remote work stipend to set up a comfortable home office.
• Access to cutting‑edge customer support tools and technologies.
• Performance‑based bonuses and incentive programs aligned with company goals.

Ready to Join the brighthush Team?

If you are passionate about delivering world‑class customer experiences, thrive in a fast‑paced, multilingual environment, and want to grow your career with a global leader in customer support, we want to hear from you. Apply today and become a pivotal part of brighthush’s mission to transform every customer interaction into a lasting brand story.