Senior Bilingual Customer Support Representative – Mandarin & Spanish – Remote (Colombia) – brighthush

About brighthush

brighthush is redefining the way local businesses thrive in the digital age. Founded in 2020, we built an AI‑native platform that consolidates every tool a restaurant owner needs—website, online ordering, CRM, POS, marketing automation, and more—into one seamless, intelligent system. Our mission is simple: empower independent restaurants and other local businesses to grow sales, increase profitability, and deliver unforgettable customer experiences—without the complexity of juggling dozens of apps.

Today, brighthush powers over 20,000 restaurants across the United States, processing more than a billion dollars in online orders each year. We’ve saved our partners nearly $200 million in fees and helped them achieve a 30 % average increase in revenue within the first six months of adoption. With a growing portfolio that now includes retail, hospitality, and service‑based businesses, we’re on track to become the go‑to platform for tens of millions of local business owners worldwide.

Why brighthush is a Game‑Changer

Traditional SaaS solutions for small businesses often require owners to manually configure, integrate, and maintain multiple systems. brighthush flips that paradigm by automating the entire operational stack—from demand generation to order fulfillment—so owners can focus on what they do best: serving great food and building community. Our platform learns from each interaction, continuously improving the experience for both owners and their customers. Working at brighthush means being part of a high‑velocity, data‑driven culture that values experimentation, rapid iteration, and a relentless focus on customer success.

Role Overview

As a Senior Bilingual Customer Support Representative at brighthush, you will be the first point of contact for restaurant owners and their guests. You’ll handle high‑volume inbound calls, chats, and emails in both Mandarin and Spanish, delivering a hospitality‑driven, empathetic experience that reflects brighthush’s brand promise. Your work will directly influence customer satisfaction, retention, and the overall perception of our platform.

Key Responsibilities

• Provide timely, accurate, and empathetic support across multiple channels (phone, chat, email) in Mandarin and Spanish.
• Resolve complex technical and business inquiries, escalating only when necessary and ensuring a smooth handoff.
• Document every interaction in Salesforce, maintaining high data integrity and enabling cross‑functional visibility.
• Collaborate with product, engineering, and marketing teams to surface recurring issues and contribute to product improvements.
• Mentor junior teammates, share best practices, and contribute to a culture of continuous learning.
• Maintain a 90 %+ customer satisfaction (CSAT) score while meeting or exceeding all quality metrics.
• Participate in on‑call rotations and weekend coverage to support 24/7, 365‑day service.
• Analyze support trends, identify root causes, and propose actionable solutions to reduce first‑contact resolution (FCR) time.

Essential Qualifications

• 3–5+ years of customer support experience in a B2B SaaS or technology environment.
• Fluency in Mandarin and Spanish (C1/C2 level) with strong written and verbal communication skills in both languages.
• Proven track record in high‑volume, fast‑paced support roles with measurable performance metrics.
• Experience handling escalations and complex customer issues with professionalism, empathy, and sound judgment.
• Strong organizational skills: ability to prioritize multiple active cases, maintain accuracy, and stay calm under pressure.
• Hands‑on experience with CRM systems (Salesforce preferred) and telephony platforms such as Intercom, TalkDesk, or similar.
• Reliable home workspace with high‑speed internet and minimal background noise.

Preferred (Bonus) Skills

• Background in hospitality, restaurants, retail, or other high‑volume, customer‑facing service environments.
• Experience supporting restaurant owners or small business owners directly.
• Familiarity with support metrics such as CSAT, QA, FCR, and SLAs.
• Experience working in a remote or distributed team, collaborating across time zones.
• Knowledge of the Latin American and Asian restaurant markets.

What You’ll Need to Succeed

• A customer‑first mindset: you genuinely care about solving owners’ problems and delighting guests.
• Strong problem‑solving skills: you can dissect complex issues, identify root causes, and propose lasting solutions.
• Excellent communication: you can explain technical concepts in plain language Apply for this job