Senior Bilingual Customer Success & Technical Support Specialist – Driving Growth for Outdoor & Watersports SaaS Platforms at brighthush

About brighthush

brighthush is not just another SaaS company; we are the pulse of the outdoor and watersports industry. Our cloud‑based platform powers dive centers, watersports parks, bike rental shops, ski schools, and countless other adventure operators worldwide. By delivering real‑time booking, inventory, and customer engagement tools, we help our clients increase revenue, reduce churn, and create unforgettable guest experiences. With a rapidly expanding global customer base and a passionate team of engineers, designers, and support specialists, brighthush is on a mission to make outdoor adventures safer, more accessible, and more profitable for everyone.

Why Join brighthush

When you become part of brighthush, you’re not just filling a role—you’re shaping the future of the outdoor industry. Here’s what makes us stand out:

• Impactful Work: Your day‑to‑day interactions will directly influence customer satisfaction, product adoption, and revenue growth.
• Remote Flexibility: Work from anywhere in the world with a fully remote, flexible schedule that respects your life outside of work.
• Career Growth: As a fast‑moving startup, you’ll have the chance to take on new responsibilities, lead initiatives, and advance into senior leadership roles.
• Collaborative Culture: We value open communication, continuous learning, and a healthy work‑life balance.
• Competitive Compensation: Earn a base salary plus a variable component tied to your performance and the company’s success.

Key Responsibilities

As a Senior Bilingual Customer Success & Technical Support Specialist, you will be the frontline advocate for our clients. Your responsibilities will include, but are not limited to:

• Live Chat & Ticket Support: Provide real‑time assistance via Intercom in both English and French, ensuring rapid resolution of technical and operational queries.
• Customer Training & Enablement: Design and deliver engaging training sessions—webinars, one‑on‑one walkthroughs, and self‑service resources—to empower customers to fully leverage our platform.
• Churn Reduction & Upsell: Proactively identify at‑risk accounts, develop recovery plans, and uncover upsell opportunities that align with customer goals.
• Knowledge Base & Process Improvement: Collaborate with product and engineering teams to enrich our knowledge base, create best‑practice guides, and streamline support workflows.
• Independent Issue Resolution: Own complex customer cases from start to finish, employing analytical thinking to dissect problems and deliver actionable solutions.
• Startup Agility: Thrive in a fast‑changing environment, pivoting priorities, and embracing new tools and processes as the company evolves.
• Team Leadership (Optional): Mentor junior support staff, set performance standards, and drive continuous improvement initiatives.

Essential Qualifications

• 4+ years of experience in B2B SaaS customer support or Customer Success, with a proven track record of managing high‑volume, multilingual support environments.
• Minimum 2 years of live‑chat support experience, ideally using Intercom or similar platforms.
• Fluent in both English and French (written and spoken) at an advanced level; bilingual communication is essential for our global customer base.
• Strong analytical skills: the ability to break down complex issues into manageable components and address each with precision.
• Technical proficiency at Level 2 support: comfortable troubleshooting software bugs, API integrations, and data sync issues.
• Excellent communication and problem‑solving abilities, with a customer‑first mindset.
• Self‑starter who can work independently, manage multiple concurrent tickets, and meet tight deadlines.
• Resilience under pressure and adaptability to rapidly changing priorities in a startup setting.
• Experience leading or mentoring support teams, and a history of driving strategic initiatives, is a plus.

Preferred Qualifications

• 5–10 years of experience in a B2B SaaS environment, with exposure to the outdoor or hospitality industry.
• Experience with CRM and ticketing systems such as Zendesk, Freshdesk, or Salesforce.
• Knowledge of API integrations, webhooks, and data migration processes.
• Background in product management or engineering, providing a deeper understanding of feature development cycles.
• Experience with data analysis tools (Excel, SQL, Tableau) to derive insights from support metrics.
• Certifications in Customer Success (CSM) or Technical Support (e.g., CompTIA A+).

Skills & Competencies

• Bilingual Communication: Clear, concise, and empathetic communication in both English and French.
• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships.
• Technical Aptitude: Comfortable troubleshooting software issues, understanding code snippets, and collaborating with engineering.
• Analytical Thinking: Ability to diagnose root causes, propose solutions, and measure outcomes.
• Project Management: Prioritize tasks, set realistic timelines, and coordinate cross‑functional initiatives.
• Adaptability: Thrive in a dynamic environment, embrace change, and continuously improve processes.
• Leadership (Optional): Mentor junior staff, provide constructive feedback, and champion best practices.

Career Growth & Learning

At brighthush, we believe that growth is a shared journey. As you master the nuances of customer success and technical support, you’ll be invited to:

• Lead cross‑functional projects that shape product roadmaps and customer experience strategies.
• Transition into senior roles such as Customer Success Manager, Technical Program Manager, or even VP of Customer Experience.
• Participate in industry conferences, webinars, and training programs to stay ahead of market trends.
• Contribute to internal knowledge bases, creating learning resources that benefit the entire organization.

Work Environment & Culture

Our culture is built on the pillars of transparency, collaboration, and continuous improvement. Key aspects include:

• Remote First: All team members work remotely, supported by a robust digital collaboration ecosystem.
• Inclusive & Diverse: We celebrate diverse perspectives and foster an environment where everyone feels heard.
• Open Communication: Regular all‑hands meetings, weekly stand‑ups, and an open‑door policy for ideas and feedback.
• Learning Culture: Quarterly learning sessions, mentorship programs, and access to online courses.
• Work‑Life Balance: Flexible hours, generous vacation policy, and a focus on mental well‑being.

Compensation & Benefits

We offer a competitive compensation package designed to reward performance and commitment:

• Base Salary: $1,100 – $1,500 USD per month, commensurate with experience.
• Variable Component: Performance‑based bonus tied to customer satisfaction metrics, churn reduction, and upsell targets.
• Remote Work: 100% remote with flexible scheduling—8 hours per day, 40 hours per week.
• Paid Time Off: 18 vacation days plus public holidays based on your country of residence.
• Health & Wellness: Remote health stipend, mental health resources, and access to wellness apps.
• Professional Development: Annual budget for conferences, certifications, and training courses.
• Equity: Opportunity to earn company equity as part of the long‑term incentive plan.

How to Apply

If you’re ready to bring your bilingual expertise, technical acumen, and customer‑first mindset to a fast‑growing SaaS startup, we’d love to hear from you. Please submit your resume, a brief cover letter outlining your relevant experience, and any portfolio or case studies that showcase your impact in customer support or success roles.

Join brighthush and help us empower outdoor and watersports businesses worldwide—one satisfied customer at a time.