Senior Bilingual Customer Service Specialist – Spanish & English – Government Public Trust Clearance – Remote USA – Championing Community Resilience with brighthush

About brighthush

brighthush stands at the forefront of customer experience innovation, blending cutting‑edge technology with a deep commitment to human connection. For over thirty years, we have partnered with governments, enterprises, and non‑profits to craft service journeys that are not only efficient but also deeply compassionate. Our solutions empower public agencies to reach citizens across language barriers, cultures, and geographic boundaries, ensuring that every interaction feels personal, respectful, and impactful.

We are a remote‑first organization that believes the best ideas emerge when people are free to work from wherever they thrive. Whether you’re in a bustling city or a quiet suburb, you’ll find a culture that values curiosity, collaboration, and an unwavering dedication to creating positive change for the communities we serve.

Why This Role Matters

During times of crisis—whether a natural disaster, a public health emergency, or any event that disrupts daily life—Spanish‑speaking residents often reach out first for help. As a Bilingual Customer Service Specialist on brighthush’s Emergency Response Team, you will become the trusted voice that guides them through uncertainty. Your work will directly influence how quickly and effectively communities receive vital information, resources, and support. This is more than a job; it’s a chance to make a tangible difference in people’s lives.

Key Responsibilities

• Multi‑Channel Support: Deliver consistent, high‑quality assistance across voice, email, and chat, ensuring every customer feels heard and valued.
• Active Listening & Empathy: Use proven listening techniques to understand caller needs, demonstrate patience, and convey genuine care.
• Problem Resolution: Diagnose issues quickly, provide clear solutions, and, when necessary, elevate complex cases to specialized teams.
• Information Dissemination: Share accurate, up‑to‑date details about available services, eligibility criteria, and next steps, tailoring communication to each caller’s context.
• Data Accuracy: Log interactions meticulously in our CRM, maintaining data integrity and meeting strict government compliance standards.
• Team Collaboration: Partner with your Team Lead and fellow agents to share insights, best practices, and feedback, fostering continuous improvement.
• Continuous Improvement: Participate in regular training, debriefs, and quality assurance reviews to refine your skills and contribute to process enhancements.

Essential Qualifications

• Minimum 6 months of customer service experience, preferably in a call center or support environment.
• High school diploma or equivalent.
• Fluency in both Spanish and English, with strong written and verbal communication skills in both languages.
• Basic computer proficiency and comfort navigating multiple software applications.
• U.S. citizenship required for government contract work.
• Reliable high‑speed internet connection (minimum 15 Mbps).
• Smartphone or tablet capable of running iOS or Android (iPad, etc.) for daily log‑in.
• Willingness to use a wired USB headset (Bluetooth headsets are not supported).
• Availability to work flexible hours, including evenings, weekends, and on‑call shifts as needed during emergencies.

Preferred Qualifications

• Experience working with government agencies or public‑sector clients.
• Knowledge of emergency response protocols or disaster relief programs.
• Previous experience in a bilingual or multicultural customer service role.
• Familiarity with CRM systems such as Salesforce, Zendesk, or similar platforms.
• Certification or coursework in conflict resolution, crisis communication, or related fields.

Skills & Competencies

• Communication: Ability to convey complex information clearly and compassionately in both Spanish and English.
• Problem‑Solving: Quick thinking and analytical skills to troubleshoot issues on the fly.
• Adaptability: Thrive in a fast‑paced environment with changing priorities and high‑volume periods.
• Team Player: Collaborate effectively with colleagues across time zones and disciplines.
• Tech Savvy: Comfortable learning new tools and technologies rapidly.
• Resilience: Maintain composure and professionalism under stressful or emotionally charged situations.

Career Growth & Learning Opportunities

At brighthush, your professional development is as important as the service you provide. From day one, you’ll receive:

• Structured onboarding and role‑specific training modules.
• Live coaching sessions with experienced mentors.
• Access to a library of over 1,000 free courses covering customer service excellence, leadership, technology, and personal development.
• Regular performance reviews and personalized growth plans.
• Opportunities to transition into other roles within brighthush, such as technical support, project management, or program coordination.

Work Environment & Culture

brighthush is proud of its inclusive, community‑focused culture. We celebrate diversity and encourage every team member to bring their authentic self to work. Highlights include:

• Remote work flexibility that allows you to balance personal and professional commitments.
• Global, cross‑functional teams that foster collaboration and knowledge sharing.
• Regular virtual town halls, team‑building events, and community service initiatives.
• A commitment to giving back, with employees encouraged to volunteer and support local causes.
• Transparent communication and a flat hierarchy that empowers individuals to take ownership of their work.

Compensation & Benefits

While this is a temporary, contract‑based position, brighthush offers competitive pay and a comprehensive benefits package for eligible employees:

• Base hourly wage of $17.20.
• Additional $4.57 per hour for the first 40 hours, reflecting the temporary nature of the role.
• Health, dental, and vision coverage options for full‑time employees (not applicable to temporary staff).
• Paid time off and holiday pay for eligible employees.
• 401(k) retirement plan with company match for full‑time staff.
• Employee assistance programs, wellness resources, and mental health support.
• Access to a company‑wide learning platform with thousands of courses.

How to Apply

Ready to join a team that values compassion, innovation, and impact? Click the link below to submit your application and take the first step toward a rewarding career with brighthush.

Apply Now

Conclusion

As a Bilingual Customer Service Specialist at brighthush, you will be at the heart of our mission to deliver exceptional, human‑centered service during some of the most critical moments in people’s lives. Your bilingual skills, empathy, and dedication will help us build stronger, more resilient communities across the United States. If you are passionate about making a difference, thrive in a dynamic environment, and are ready to grow both personally and professionally, we encourage you to apply today. Join brighthush and help us bring humanity to every interaction.