Senior Bilingual Customer Success Specialist (French & English) – Championing Family Education Savings with Innovative FinTech Solutions at brighthush

Welcome to brighthush – Where Innovation Meets Family Futures

At brighthush, we’re more than a fintech company; we’re a movement dedicated to reshaping how families plan for their children’s higher‑education journeys. By marrying cutting‑edge technology with data‑driven insights, we provide parents with a seamless, transparent, and personalized experience for managing Registered Education Savings Plans (RESPs). Our mission is simple yet profound: to make higher‑education funding accessible, understandable, and tailored to every family’s unique path.

About brighthush

Founded in 2019, brighthush grew from a small startup into a national leader in family‑centric financial planning. With a team of over 300 passionate professionals, we serve more than 50,000 families across Canada, helping them save, invest, and secure a brighter future for their children. Our platform is built on a foundation of trust, innovation, and a deep understanding of the challenges parents face when planning for education.

Our Mission & Vision

Mission: Empower families to confidently navigate the complexities of education savings through intuitive technology, expert guidance, and a customer‑first mindset.

Vision: Create a world where every child has the financial support they need to pursue higher education, regardless of their family’s background.

Why This Role Matters

As a Senior Bilingual Customer Success Specialist, you will be the frontline advocate for our clients, ensuring they receive the highest level of service and support. Your interactions will directly influence families’ financial well‑being and educational prospects, making this role pivotal to our mission. You’ll help translate complex financial concepts into clear, actionable advice, fostering trust and long‑term loyalty.

Key Responsibilities

Your day‑to‑day tasks will include, but are not limited to:

• Deliver Outstanding Customer Experience: Engage with clients via phone, email, and live chat in both French and English, providing timely, accurate, and empathetic support.
• Identify and Address Customer Needs: Conduct needs assessments, recommend tailored solutions, and guide families through the RESP lifecycle—from contributions and withdrawals to account management.
• Serve as a Subject‑Matter Expert: Maintain deep knowledge of RESP regulations, tax implications, and product features, positioning yourself as the go‑to resource for all client inquiries.
• Promote Digital Self‑Serve Tools: Educate customers on our mobile app, online dashboards, and educational resources, encouraging self‑service and reducing support tickets.
• Own Customer Challenges: Take ownership of escalated issues, collaborate with cross‑functional teams (Sales, Compliance, Product), and drive resolution while keeping the customer informed.
• Enhance the Customer Journey: Continuously analyze touchpoints, identify friction points, and propose improvements that elevate the overall experience.
• Maintain Accurate Records: Log all interactions in our CRM, ensuring data integrity and confidentiality.
• Collaborate and Lead: Work closely with teammates, cover shifts as needed, and lead small projects or initiatives that align with our strategic goals.
• Support Operating Hours: Provide coverage during Monday‑Thursday 9 a.m. – 8 p.m. (ET) and Friday 9 a.m. – 6 p.m. (ET), with a flexible schedule that may vary week to week.

Beyond the Basics: What You’ll Master

• Utilize advanced CRM features to track interactions, forecast future needs, and identify upsell opportunities.
• Analyze customer data to spot trends, churn risks, and areas for improvement.
• Co‑create educational content, FAQs, and knowledge base articles that empower families to manage their RESP accounts independently.
• Participate in quarterly product review meetings, providing frontline insights that shape future releases.
• Mentor new hires, share best practices, and contribute to a culture of continuous learning.
• Develop and refine customer success metrics, reporting on key performance indicators to senior leadership.
• Lead initiatives to improve response times, resolution rates, and overall customer satisfaction scores.

Essential Qualifications

• Minimum of one year of experience in customer service or a support role.
• Exceptional written and verbal communication skills in both French and English.
• Strong organizational and detail‑oriented mindset, with a proven record‑keeping track record.
• Excellent time‑management and multitasking skills in a fast‑paced environment.
• Analytical thinking and problem‑solving aptitude.
• Proficiency with an office productivity suite (Word, Excel, Outlook, Teams).
• Adaptability and willingness to support the Customer Success Centre’s evolving needs.
• Fluency in French and English is mandatory for this role.
• Experience with data‑driven decision making and reporting.

Preferred Qualifications

• Experience with financial products, especially education savings plans.
• Knowledge of CRM platforms (e.g., Salesforce, HubSpot).
• Previous exposure to a fintech or financial services environment.
• Experience in a bilingual support role.
• Certifications in customer success or related fields (e.g., CSF, CSM).
• Background in financial education or family‑financial planning.

Skills & Competencies

• Customer‑centric mindset with a passion for problem solving.
• Strong analytical and critical‑thinking abilities.
• Excellent verbal and written communication in both languages.
• Proficiency in an office productivity suite and CRM platforms.
• Adaptability to changing priorities and a collaborative team spirit.
• Time‑management and multitasking in a dynamic environment.
• Empathy and emotional intelligence to connect with diverse families.
• Proactive attitude toward continuous improvement and innovation.

Career Growth & Learning Opportunities

At brighthush, we’re committed to your professional development. You’ll have access to:

• Mentorship programs pairing you with senior leaders across product, sales, and compliance.
• Regular training sessions on product knowledge, industry trends, and soft‑skill development.
• Clear career pathways from Customer Success Specialist to Senior Specialist, Team Lead, or Manager roles.
• Opportunities to cross‑train in other departments such as Sales, Compliance, or Product Management.
• Annual performance reviews with actionable feedback and growth plans.
• Access to industry conferences, webinars, and a learning stipend for certifications.
• Leadership development programs for high‑potential team members.
• In‑house workshops on emerging fintech technologies and regulatory changes.

Work Environment & Culture

Our culture is defined by:

• Collaboration: Open communication channels and a supportive team environment.
• Innovation: A focus on continuous improvement and embracing new technologies.
• Diversity & Inclusion: Celebrating diverse perspectives and fostering an inclusive workplace.
• Work‑Life Balance: Flexible remote work arrangements and a healthy work‑life integration.
• Recognition: Regular acknowledgment of achievements and contributions.
• Community Engagement: Volunteer initiatives and partnerships with local schools and charities.
• Employee Well‑Being: Access to wellness programs, mental health resources, and a supportive HR team.

Compensation & Benefits

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

• Base salary commensurate with market rates for bilingual customer success roles.
• Performance‑based bonuses and incentives.
• Health, dental, and vision insurance.
• Retirement savings plan with employer matching.
• Paid time off, including vacation, sick leave, and holidays.
• Professional development stipend and training resources.
• Employee wellness programs and mental health support.
• Flexible work hours and remote work options.
• Employee referral bonuses and recognition programs.
• Access to a company‑wide learning platform and subscription to industry publications.

How to Apply

Ready to make a difference in families’ lives while advancing your career? Submit your application through our careers portal or click the link below. We look forward to exploring how your skills and passion align with brighthush’s mission.

Apply to this position

Join brighthush – Where Your Voice Shapes the Future

At brighthush, we believe that every conversation can change a life. If you’re a bilingual communicator with a knack for problem solving and a desire to help families secure their children’s educational futures, we invite you to bring your talents to our team. Together, we’ll build a brighter tomorrow, one conversation at a time.