Senior Bilingual Customer Success Specialist (French & English) – Claims & Support Expert for brighthush Global Partner Ecosystem – Driving Innovation, Customer Delight, and Operational Excellence

About brighthush

brighthush is at the forefront of redefining the partner‑ecosystem landscape. By seamlessly integrating incentive programs, partner relationships, and customer engagement into a single, intuitive platform, we empower brands to launch, scale, and refine go‑to‑market strategies with unprecedented clarity and control. Our digital‑first mindset, data‑driven insights, and human‑centric design philosophy have earned us the trust of industry leaders and fast‑growing startups alike. We believe that every voice matters, and we celebrate diversity as the engine of creativity. As an equal‑opportunity employer, brighthush is committed to fostering an inclusive culture where people of all backgrounds can thrive. We provide accommodations throughout the hiring process upon request and champion a workplace that values respect, curiosity, and collaboration.

Why This Role Matters

In the partner‑ecosystem space, customer experience is the linchpin of brand success. As the first line of support for consumers and sales associates, you will:

• Build Trust: Establish confidence with users who rely on our platform for critical business decisions.
• Reduce Friction: Streamline incentive claim processes, leading to higher adoption rates and smoother partner journeys.
• Drive Insight: Capture actionable data that informs product enhancements and support strategies.
• Serve as an Ambassador: Embody brighthush’s values of integrity, empathy, and excellence in every interaction.

Key Responsibilities

• Deliver Exceptional Support: Respond to inbound calls, emails, live chat, and portal tickets with professionalism and a customer‑first mindset.
• Investigate & Resolve: Use internal systems to trace claim status, troubleshoot issues, and provide accurate, timely information.
• Data Capture: Log every interaction in our CRM, ensuring data integrity for reporting and analytics.
• Feedback Loop: Identify recurring themes, flag potential system bugs, and collaborate with product teams to drive improvements.
• Process Optimization: Recommend workflow enhancements that reduce repeat inquiries and improve overall efficiency.
• Continuous Learning: Stay current on platform updates, industry trends, and best practices to elevate your expertise.
• Team Collaboration: Work closely with cross‑functional partners—product, engineering, and sales—to resolve complex cases and share knowledge.
• Mentorship & Knowledge Sharing: Guide junior team members, share best practices, and contribute to the development of internal support playbooks.
• Performance Metrics: Monitor CSAT, NPS, and first‑contact resolution scores, and proactively address any dips.
• Escalation Management: Identify when a case requires higher‑level intervention and coordinate with the appropriate stakeholders.

Essential Qualifications

• Bilingual proficiency in French (preferably Quebecois) and English, with strong written and verbal communication skills.
• Minimum of 2 years of customer service or support experience, preferably in a SaaS or incentive‑program environment.
• Proficiency with Microsoft Office (Word, Excel) and familiarity with CRM or help‑desk platforms.
• Strong analytical mindset, capable of diagnosing problems and proposing effective solutions.
• Excellent organizational skills, with the ability to prioritize multiple tasks and meet deadlines.
• Self‑motivated, yet collaborative—comfortable working independently and as part of a team.
• Experience with data‑driven customer support metrics (CSAT, NPS, first‑contact resolution).
• Comfortable navigating multiple software tools and learning new systems quickly.

Preferred Qualifications

• Experience in the partner‑ecosystem or incentive‑program industry.
• Knowledge of agile development practices and sprint cycles.
• Prior exposure to bilingual support environments in a multicultural setting.
• Experience with knowledge‑base creation and content management.
• Familiarity with API integrations and basic scripting for automation.

Skills & Competencies

• Communication: Clear, concise, and empathetic in both French and English.
• Problem‑Solving: Ability to dissect complex issues and devise practical solutions.
• Technical Aptitude: Comfortable navigating multiple software tools and learning new systems quickly.
• Customer‑Centricity: Passion for delivering outstanding service and turning challenges into opportunities.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Attention to Detail: Accurate data entry and meticulous documentation.
• Collaboration: Work effectively across departments and cultures.
• Time Management: Prioritize tasks and meet deadlines consistently.

Career Growth & Learning Opportunities

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

• Structured mentorship programs pairing you with senior leaders.
• Access to industry conferences, webinars, and training courses.
• Internal career pathways that allow you to transition into product management, data analytics, or senior support leadership.
• Regular performance reviews with clear metrics and growth plans.
• Opportunities to contribute to product roadmaps and influence the future of our platform.
• Cross‑functional project assignments that broaden your skill set.
• Leadership development workshops and coaching.

Work Environment & Company Culture

brighthush is a vibrant, inclusive workplace that values creativity, collaboration, and continuous improvement. Our culture is built on:

• Transparency: Open communication channels across all levels.
• Innovation: Encouraging experimentation and rewarding bold ideas.
• Work‑Life Balance: Flexible schedules, remote options, and generous time‑off policies.
• Community: Regular team‑building events, volunteer days, and wellness programs.
• Diversity & Inclusion: Ongoing DEIB initiatives, employee resource groups, and inclusive hiring practices.
• Recognition: Celebrating achievements through peer shout‑outs and company‑wide acknowledgments.
• Learning Culture: Continuous learning is embedded in our daily routines.

Compensation & Benefits

We offer a competitive compensation package designed to attract top talent:

• Base hourly rate of $20, with performance‑based bonuses.
• Equity participation through stock options.
• Comprehensive health, dental, and vision plans.
• Retirement savings plan with company match.
• Paid time off, sick leave, and parental leave.
• Professional development stipend and tuition reimbursement.
• Employee wellness benefits, including gym memberships and mental health resources.
• Flexible work arrangements and remote work options.
• Annual company retreats and off‑site events.

How to Apply

Ready to join a forward‑thinking team that values your bilingual expertise and customer‑service passion? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We look forward to exploring how you can contribute to our mission of transforming partner‑ecosystem engagement.

Apply for this job

Join brighthush Today

At brighthush, you’ll be part of a dynamic, global community that’s reshaping how brands connect with their audiences. Your bilingual skills will help us deliver world‑class support to a diverse customer base, while your insights will drive product innovation and operational excellence. If you’re eager to grow, collaborate, and make a tangible impact, we want to hear from you.

Apply now and become a key player in the future of partner‑ecosystem solutions.