Senior Bilingual Customer Experience Specialist – Multilingual Support & Account Management Leader at brighthush

About brighthush

brighthush is a global pioneer in customer experience (CX) solutions, blending advanced digital technology with a human‑centric approach. With a footprint that spans Canada, the United States, and key international markets, we empower brands to transform every customer interaction into a memorable brand moment. Our portfolio covers omni‑channel CX, digital transformation consulting, and cutting‑edge technology platforms that enable seamless, data‑driven service. At brighthush, we believe that exceptional service starts with a team that is as diverse, adaptable, and passionate as the customers we serve.

Why Join brighthush?

As a rapidly expanding organization, brighthush offers a unique blend of innovation, collaboration, and career advancement. You’ll be part of an award‑winning culture that rewards curiosity, creativity, and a commitment to excellence. Whether you’re a seasoned professional or just starting your career in customer service, brighthush provides the tools, training, and mentorship you need to grow.

• Innovative Culture: Continuous learning through workshops, certifications, and cross‑functional projects.
• Dynamic Work Environment: Flexible remote work with optional on‑site training and team events.
• Competitive Compensation: Salary commensurate with experience, performance bonuses, and comprehensive benefits.
• Career Pathways: Clear progression from Specialist to Senior Specialist, Team Lead, or CX Manager.
• Inclusive Community: Commitment to diversity, equity, and inclusion with accommodations for all employees.

Key Responsibilities

As a Senior Bilingual Customer Experience Specialist at brighthush, you will be the frontline ambassador for our clients and merchant partners. Your role will involve:

• Delivering exceptional, multilingual customer service across phone, chat, email, and social media channels.
• Processing card replacement and re‑issuance requests with precision and speed, ensuring compliance with industry regulations.
• Verifying account balances, outstanding amounts, and transaction details to provide accurate information and build trust.
• Guiding customers through account registration, enrollment, and security procedures, including two‑factor authentication and password resets.
• Explaining account statements, payment methods, and due dates in a clear, empathetic manner that aligns with brand tone.
• Troubleshooting login issues, payment processing errors, and other technical concerns, escalating to specialized teams when necessary.
• Escalating complex cases to Credit, Fraud, or Technical Support teams following established protocols and maintaining documentation integrity.
• Adhering to PCI compliance standards, quality guidelines, and data privacy regulations such as GDPR and PIPEDA.
• Collecting and reporting customer feedback to improve service quality and inform product enhancements.
• Maintaining composure during high‑pressure situations while preserving customer goodwill and brand reputation.
• Participating in continuous improvement initiatives, including root‑cause analysis and process optimization projects.
• Mentoring junior team members, sharing best practices, and contributing to knowledge base updates.

Essential Qualifications

• Minimum 1–2 years of customer service experience in a call center, contact center, or support environment.
• Fluency in English and French (both written and spoken) with the ability to communicate professionally across multiple channels.
• Strong communication and active listening skills, capable of building rapport and trust quickly.
• Demonstrated commitment to high Customer Satisfaction (CSAT) scores and service excellence.
• Proven ability to resolve inquiries efficiently, de‑escalate conflicts, and maintain empathy.
• Adaptability, flexibility, and a calm, focused demeanor in fast‑paced settings.
• Excellent written communication for accurate documentation of interactions.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk), Microsoft Office (Word, Excel, Teams, Outlook), and basic troubleshooting.
• Full‑time availability according to assigned schedules, including rotational shifts, weekends, and special business needs.
• Home‑office setup: high‑speed internet (≥50 Mbps download, ≥10 Mbps upload), wired Ethernet, quiet workspace.

Preferred Qualifications

• Experience with payment processing, card management, or financial services.
• Knowledge of PCI compliance and data security best practices.
• Previous exposure to omni‑channel CX platforms or digital transformation projects.
• Multilingual capabilities beyond English and French (e.g., Spanish, Mandarin).
• Certifications in customer service, conflict resolution, or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering memorable experiences.
• Problem‑Solving: Analytical approach to diagnosing and resolving issues.
• Emotional Intelligence: Ability to read customer cues and respond appropriately.
• Technical Aptitude: Quick learning of new software and systems.
• Time Management: Prioritizing tasks in a high‑volume environment.
• Team Collaboration: Working effectively with cross‑functional partners.
• Adaptability: Thriving amid changing processes and evolving customer needs.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Structured onboarding with mentorship from senior specialists.
• Regular training modules covering product knowledge, compliance, and soft skills.
• Access to industry conferences, webinars, and certification programs.
• Clear promotion pathways: Specialist → Senior Specialist → Team Lead → CX Manager.
• Cross‑departmental projects that broaden your skill set and visibility.
• Opportunities to lead process improvement initiatives and contribute to strategic planning.

Work Environment & Culture

Our hybrid model blends the flexibility of remote work with the camaraderie of in‑person collaboration. You’ll have the freedom to work from home while attending scheduled training sessions, team meetings, and occasional client events at our contact center locations. The culture at brighthush is built on:

• Respect for work‑life balance and personal well‑being.
• Open communication and transparent feedback loops.
• Recognition of achievements through awards, shout‑outs, and performance bonuses.
• Inclusive policies that celebrate diversity and support employees with disabilities.
• Community engagement initiatives, including volunteer days and sustainability projects.

Compensation & Benefits

While specific figures vary by experience, brighthush offers a competitive salary package that includes:

• Base salary with performance‑based bonuses.
• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off, holidays, and flexible scheduling.
• Employee assistance programs and wellness resources.
• Technology stipend for home‑office equipment.
• Professional development budget for certifications and courses.
• Employee referral program with attractive incentives.

How to Apply

Ready to elevate customer experiences and grow your career with brighthush? Submit your application through our Talent Acquisition portal. We review all applications carefully and will contact shortlisted candidates directly. If you require accommodations during the selection process, please let us know.

Join brighthush Today

Become part of a team that transforms ordinary interactions into extraordinary brand stories. Your bilingual expertise, customer‑first mindset, and problem‑solving skills will help us deliver world‑class service to clients worldwide. Apply now and start your journey with brighthush – where innovation meets empathy.