Senior Bilingual Customer Experience Specialist – Remote Arlington, Texas – Spanish & English – Multichannel Support, Quality Assurance, Client Success Leadership at brighthush

Why brighthush? A Mission‑Driven Leader in Customer Experience

brighthush is not just a technology company; it is a catalyst for change in the way organizations connect with people. With a focus on healthcare, public service, and technology, we empower our partners to break down language barriers and deliver service that feels personal, efficient, and empathetic. Our platform blends AI, data analytics, and human touch to create seamless, compassionate experiences for millions of customers worldwide.

As we expand our remote workforce in Arlington, Texas, we are looking for a seasoned Bilingual Customer Experience Specialist who thrives in a fast‑paced, high‑volume environment and is passionate about guiding people through complex programs and services. If you are a proactive communicator, comfortable with technology, and eager to grow within a dynamic, inclusive culture, we want to hear from you.

What You’ll Do: Your Day‑to‑Day Impact

In this role, you will be the first point of contact for Spanish‑ and English‑speaking customers. Your interactions will shape how our partners are perceived by the communities they serve. You will:

• Handle incoming customer inquiries across telephone, Interactive Voice Response (IVR), web chat, and other approved channels, maintaining high performance standards and adhering to confidentiality and privacy policies.
• Provide accurate, up‑to‑date information about programs, services, and enrollment processes to consumers, prospective enrollees, and stakeholders.
• Track, document, and record all customer interactions, complaints, and actions taken in the designated systems, ensuring data integrity and compliance.
• Navigate multiple computer systems simultaneously while engaging with customers, performing data entry with precision.
• Facilitate the fulfillment of customer requests for materials via mail, email, or electronic delivery, coordinating with internal teams as needed.
• Transfer or refer customers to appropriate internal or external entities following established guidelines.
• Resolve routine issues and provide updates, escalating complex or sensitive matters to supervisors or specialized departments.
• Offer translation or interpretation services for non‑English speaking customers, following procedural protocols.
• Communicate proactively with supervisors regarding potential service delivery challenges or improvement opportunities.
• Meet or exceed Quality Assurance (QA), productivity, and other key performance metrics.
• Attend required meetings, trainings, and maintain up‑to‑date knowledge of all programs, systems, policies, and procedures.
• Perform additional duties as assigned by management to support team objectives.

Essential Qualifications – What We Expect

• High school diploma or GED (or equivalent combination of education and experience).
• Fluency in both Spanish and English, with excellent written and verbal communication skills.
• Availability to work shifts between 8:00 am and 6:30 pm CST (7:00 am and 5:30 pm MST).
• Proficient typing skills and ability to type efficiently.
• Strong sense of urgency and ability to perform under pressure.
• Excellent attendance record, especially during training periods.
• Organizational and prioritization skills to manage multiple tasks simultaneously.
• Basic computer aptitude in Windows and/or Mac environments.
• Experience handling 100+ calls per day and managing repetitive call patterns.
• Successful completion of a bilingual assessment.

Preferred Qualifications – The Ideal Candidate

• Prior experience in a customer service or call center environment, preferably within healthcare or public service sectors.
• Knowledge of customer relationship management (CRM) platforms and call routing systems.
• Experience with translation or interpretation services for Spanish‑speaking clients.
• Familiarity with data privacy regulations such as HIPAA or GDPR.
• Demonstrated ability to work independently while collaborating with a remote team.

Skills & Competencies – What Makes You Successful

• Exceptional interpersonal skills and a customer‑centric mindset.
• Strong problem‑solving abilities and analytical thinking.
• Adaptability to evolving processes, technologies, and customer needs.
• High level of professionalism, integrity, and confidentiality.
• Effective time‑management and multitasking capabilities.
• Proficiency in using multiple computer systems and software simultaneously.
• Ability to maintain composure during high‑volume periods.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Bilingual Customer Experience Specialist, you will have the opportunity to:

• Progress into senior support roles, such as Team Lead or Quality Assurance Analyst.
• Transition into specialized areas like Claims Processing, Enrollment Support, or Technical Support.
• Participate in ongoing training programs, including advanced language courses, customer experience workshops, and leadership development.
• Earn certifications in customer service excellence, data privacy, or industry‑specific knowledge.
• Benefit from mentorship programs that pair you with experienced professionals across the organization.

Work Environment & Company Culture – What It’s Like to Work at brighthush

brighthush values a collaborative, inclusive, and flexible work environment. Key highlights include:

• Fully remote work model with the flexibility to balance personal and professional commitments.
• Regular virtual team meetings, knowledge‑sharing sessions, and social events to foster community.
• A culture that celebrates diversity, equity, and inclusion, ensuring every voice is heard.
• Commitment to employee well‑being through wellness programs, mental health resources, and work‑life balance initiatives.
• Transparent communication from leadership, keeping teams informed about company goals and achievements.

Compensation, Perks, and Benefits – We Value Your Contribution

While the base hourly rate for this position is $15.00, brighthush offers a comprehensive benefits package that enhances your overall compensation:

• Health, dental, and vision insurance plans for employees and eligible dependents.
• Life and disability insurance coverage.
• Retirement savings plan with company matching contributions.
• Paid holidays, vacation days, and sick leave.
• Flexible work schedule and remote work setup.
• Access to professional development resources and tuition reimbursement.
• Employee assistance programs and wellness incentives.

brighthush is committed to pay transparency and fairness. Compensation is determined by a combination of factors, including job location, education, training, experience, performance, and market benchmarks. We do not consider salary history in determining pay.

Home Office Requirements – Your Remote Workspace

To ensure a productive remote experience, your home workspace must meet the following criteria:

• Quiet, professional environment free from distractions and background noise.
• Space to accommodate two large monitors, laptop, keyboard, mouse, and docking station.
• Reliable, high‑speed wired internet connection (minimum 20 Mbps download & 5 Mbps upload).
• Equipment will be provided by brighthush, including a webcam for training and meetings.
• Compliance with all security and data protection protocols.

Training & Onboarding – Your First 90 Days

Day 1 requirements include:

• On‑site presence for equipment training and orientation.
• Completion of classroom and on‑the‑job training with no missed sessions.
• Willingness to use a webcam during training and other management‑led meetings.

Throughout the onboarding process, you will receive comprehensive training on brighthush’s systems, policies, and customer service standards. Our goal is to equip you with the knowledge and confidence to excel from day one.

How to Apply – Join a Forward‑Thinking Team

Ready to join a forward‑thinking organization that values bilingual talent and customer excellence? Click the link below to submit your application and take the first step toward a rewarding career with brighthush.

Apply to brighthush Today

We look forward to welcoming you to the brighthush family, where your skills will help us create seamless, compassionate experiences for customers worldwide.