Senior Bilingual Customer Experience Specialist – Spanish & English – Driving First‑Contact Resolution, CSAT Leadership, and Service Innovation at brighthush

Welcome to brighthush – The Future of Customer Experience

At brighthush, we don’t just provide support; we create moments that turn customers into lifelong advocates. Operating across technology, finance, healthcare, and retail, we partner with world‑class brands to transform every touchpoint into a strategic advantage. Our mission is simple yet powerful: elevate the human connection in an increasingly automated landscape. By blending data‑driven insights, cutting‑edge tools, and a culture rooted in curiosity, collaboration, and relentless pursuit of excellence, we empower our teams to deliver service that feels personal, proactive, and profoundly impactful.

Why This Role Is a Game‑Changer

Imagine being the first—and often only—voice a customer hears when they need help. As a Senior Bilingual Customer Experience Specialist, you will be that voice for Spanish‑ and English‑speaking clients. Your ability to resolve issues swiftly, communicate with empathy, and maintain professionalism will directly influence key metrics such as CSAT, NPS, and brand loyalty. In a world where customers expect instant, seamless support, your role is pivotal in turning every interaction into a lasting positive impression.

Key Responsibilities – Your Impact in Action

• Customer Interaction: Serve as the primary point of contact for Spanish‑ and English‑speaking clients across phone, chat, and email channels, ensuring every conversation reflects brighthush’s commitment to excellence.
• First‑Contact Resolution: Strive to resolve customer issues on the first interaction whenever possible, driving higher satisfaction scores and reducing repeat contacts.
• Data Protection & Compliance: Safeguard sensitive customer information in strict adherence to GDPR, CCPA, and internal security protocols, maintaining the highest standards of privacy.
• CRM & Ticketing Mastery: Leverage web‑based CRM platforms—brighthush’s proprietary system—to log interactions, track progress, and update records with precision.
• Escalation Management: Identify complex issues that require escalation, coordinate with specialized teams, and follow up to ensure timely resolution.
• Continuous Improvement: Participate in quality assurance reviews, provide actionable feedback on process enhancements, and contribute to the evolving knowledge base.
• Performance Metrics: Meet or exceed KPIs such as average handle time, CSAT, and first‑contact resolution rates, driving personal and team success.
• Team Collaboration: Work closely with peers, supervisors, and cross‑functional teams to share best practices, support collective goals, and foster a culture of continuous learning.

Essential Qualifications – What You Bring to the Table

• Fluency in Spanish and English (written and spoken) with a strong grasp of business terminology.
• Minimum of 2 years of experience in a customer support or call center environment, preferably in a bilingual capacity.
• Proficiency with CRM platforms—brighthush’s own system—and web‑based ticketing tools.
• Excellent communication skills, including active listening, empathy, and clear articulation.
• Strong problem‑solving abilities and the capacity to think on your feet under pressure.
• High attention to detail and accuracy in data entry.
• Ability to work independently while maintaining a strong team orientation.
• Reliable high‑speed internet connection and a quiet, dedicated workspace.
• Valid U.S. residency status and eligibility to work in the United States.

Preferred Qualifications – Bonus Points for Your Profile

• Experience in a BPO or outsourcing environment with a global client base.
• Knowledge of data privacy regulations such as GDPR, CCPA, or HIPAA.
• Previous exposure to quality assurance or coaching roles.
• Familiarity with call center metrics and performance dashboards.
• Additional language skills beyond Spanish and English.

Skills & Competencies for Success

• Customer‑Centric Mindset: A genuine desire to help customers and a commitment to exceeding expectations.
• Adaptability: Ability to adjust quickly to new tools, processes, and changing priorities.
• Time Management: Efficiently juggle multiple tasks while maintaining quality and compliance.
• Team Spirit: Willingness to collaborate, share insights, and support colleagues.
• Technical Aptitude: Comfortable learning new software and troubleshooting basic technical issues.
• Resilience: Maintain composure and professionalism during high‑volume periods or challenging customer interactions.

Career Growth & Learning Opportunities

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

• Structured onboarding and continuous training programs covering product knowledge, soft skills, and industry trends.
• Mentorship from seasoned professionals who guide your career trajectory.
• Internal mobility into roles such as Team Lead, Quality Analyst, Process Improvement Specialist, or Technical Support Engineer.
• Regular performance reviews that align your goals with organizational objectives.
• Opportunities to participate in cross‑functional projects, enhancing your skill set and visibility.

Work Environment & Culture at brighthush

Our remote work model empowers you to balance professional growth with personal well‑being. You’ll enjoy:

• Flexible scheduling that accommodates different time zones and personal commitments.
• A collaborative virtual community with daily stand‑ups, team huddles, and social events.
• Access to cutting‑edge technology and tools that streamline your workflow.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Recognition programs that reward outstanding performance and innovation.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards for bilingual support roles.
• Performance‑based bonuses tied to key metrics such as CSAT and FCR.
• Health, dental, and vision insurance plans for you and your dependents.
• 401(k) retirement plan with company matching.
• Paid time off (PTO), holidays, and sick leave.
• Professional development budget for courses, certifications, and conferences.
• Employee assistance programs and wellness resources.

Why Join brighthush?

Choosing brighthush means becoming part of a global community that values innovation, integrity, and impact. You’ll:

• Work with leading brands that shape the future of customer experience.
• Be part of a company that prioritizes employee growth and well‑being.
• Contribute to meaningful projects that directly influence customer satisfaction.
• Enjoy a supportive, inclusive culture that celebrates every voice.

Ready to Make an Impact?

If you are a bilingual professional eager to elevate customer interactions, thrive in a dynamic environment, and grow your career with a forward‑thinking organization, we want to hear from you. Apply today and become a vital part of the brighthush team, where every conversation counts and every team member matters.