Senior Bilingual Customer Support Representative – Mandarin & Spanish – Remote Costa Rica – Empowering Local Businesses with brighthush AI‑Driven SaaS

About brighthush

brighthush is a trailblazing AI‑native platform that empowers local business owners to thrive in the digital age. Since our founding in 2020, we have helped over 20,000 restaurants and countless other small‑business owners streamline their operations, reduce costs, and grow revenue. With a revenue stream that has surpassed tens of millions of dollars and a processing volume that exceeds a billion dollars in online orders, brighthush is the go‑to solution for businesses that want to replace a fragmented stack of tools with a single, intelligent system. Our vision is simple: tens of millions of local business owners worldwide will rely on brighthush to drive demand, convert sales, and manage day‑to‑day operations with the same ease as a seasoned team of operators, engineers, and marketers.

Why brighthush is Different

Most small‑business software forces owners to do the heavy lifting to achieve growth. brighthush flips that paradigm. We do the work for them, acting as an autonomous agent that drives demand, converts leads, and continuously optimizes operations. Our platform powers everything from a restaurant’s website and online ordering system to CRM, POS, and beyond—all integrated into one AI‑powered ecosystem. The result? Owners experience the feeling of having a dedicated team working for them, freeing them to focus on what they love—delivering great food and service.

Role Overview

As a Senior Bilingual Customer Support Representative at brighthush, you will be the first human touchpoint for restaurant owners, small‑business owners, and their guests. You will set the tone in high‑pressure moments, turning frustration into confidence. Your responsibilities will go beyond answering questions; you will earn trust, solve complex problems, and ensure every interaction reflects brighthush’s commitment to hospitality, empathy, and excellence.

Key Responsibilities

• Deliver a consistently warm, hospitality‑driven tone across all channels—phone, chat, and email—while maintaining professionalism and accuracy.
• Handle a high volume of inbound calls and messages, prioritizing tasks and managing multiple concurrent conversations with precision.
• Own complex or high‑priority issues, applying structured problem‑solving, sound judgment, and clear communication to achieve end‑to‑end resolution.
• Maintain a 90%+ customer satisfaction score, meeting or exceeding all quality and accuracy metrics.
• Document every interaction in Salesforce with clarity and detail to ensure continuity and accountability.
• Collaborate closely with teammates via Slack, sharing insights, best practices, and feedback to elevate the entire support team.
• Identify recurring patterns and surface actionable insights that improve tools, processes, and documentation for both customers and internal stakeholders.
• Mentor and support junior teammates, fostering a culture of learning and continuous improvement.

Essential Qualifications

• 3–5+ years of customer support experience in a B2B SaaS, technology, e‑commerce, or internet‑driven environment.
• Proven success in a high‑volume, fast‑paced support role with clear performance expectations.
• Fluency in Mandarin, Spanish, and English (C1/C2), with strong written and verbal communication skills in all three languages.
• Experience handling escalations and complex customer issues with empathy, professionalism, and sound judgment.
• Demonstrated ability to mentor teammates and serve as a subject‑matter expert.
• Proficiency in Salesforce (preferred) and familiarity with telephony systems such as Intercom, TalkDesk, or similar tools.
• Strong organizational skills, with the ability to prioritize effectively, manage multiple active cases, and maintain accuracy under pressure.
• Ability to remain calm, respectful, and solution‑oriented in time‑sensitive or high‑pressure situations.
• Reliable home workspace with stable, high‑speed internet and minimal background noise.

Preferred Qualifications

• Background in hospitality, restaurants, retail, or other high‑volume, customer‑facing service environments.
• Experience supporting restaurant owners, small‑business owners, or hospitality‑focused businesses.
• Familiarity with support metrics such as CSAT, QA, FCR, and SLAs.
• Experience working on a remote or distributed team and collaborating across time zones.

Skills & Competencies

• Exceptional communication skills in Mandarin, Spanish, and English.
• Empathy and active listening—ability to meet customers where they are and bring clarity to stressful situations.
• Strong analytical mindset—capable of dissecting complex problems and proposing sustainable solutions.
• Adaptability—thrives in a fast‑moving environment with evolving processes and tools.
• Team player—collaborates effectively with cross‑functional teams and shares knowledge openly.
• Customer‑first mindset—always prioritizes the customer’s experience and long‑term satisfaction.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a senior support representative, you will have the opportunity to:

• Lead initiatives that shape the future of our support processes and tools.
• Transition into specialized roles such as Customer Success Manager, Product Support Lead, or even Product Management.
• Participate in continuous learning programs, including certifications in Salesforce, customer experience design, and AI fundamentals.
• Attend industry conferences and workshops—both virtual and in‑person—to stay ahead of emerging trends.
• Earn performance‑based bonuses and recognition for outstanding contributions.

Work Environment & Culture

brighthush is a remote‑first, global company headquartered in San Francisco with a sales hub in Toronto. While most of our teammates are distributed worldwide, we value collaboration and community. We host quarterly virtual town halls, monthly hackathons, and regular “coffee chat” sessions to foster connection. Our culture is built on transparency, accountability, and a relentless focus on customer impact. We celebrate diversity, encourage curiosity, and reward innovative thinking.

Compensation & Benefits

• Competitive salary: local equivalent of $20,000 USD per year (approximately $1,666 USD per month).
• Comprehensive health coverage, including medical, dental, and vision plans.
• Remote work flexibility with a work‑from‑home stipend to support your home office setup.
• Unlimited paid time off (PTO) to promote work‑life balance.
• Paid training period of 4–6 weeks to ensure you’re fully equipped for success.
• Company‑provided laptop and necessary software licenses.
• Access to a vibrant employee resource group network and mentorship programs.
• Regular team‑building events, both virtual and in‑person, to strengthen camaraderie.

Interview Process

Our hiring journey is designed to be transparent, collaborative, and reflective of the real challenges you’ll face at brighthush. The process typically includes:

• Recruiter Screening – 30‑minute video call to discuss your background, career goals, and answer initial questions.
• Hiring Manager Interview – 30‑minute video interview to dive deeper into your experience, problem‑solving style, and cultural fit.
• Full Interview Round – 45‑minute mock role‑play video interview with team leaders, where you’ll handle realistic customer scenarios.
• Final Leadership Conversation – 30‑minute video chat with a senior executive to discuss your vision for the role and alignment with brighthush’s mission.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to help local businesses succeed with AI, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.

Apply to brighthush Today

Important Notice – Employment Scams

All legitimate communications from brighthush will come from an official brighthush email address (e.g., @brighthush.com). We do not conduct interviews over email or chat platforms, and we will never ask for personal or financial information such as your mailing address, social security number, credit card numbers, or banking details. If you suspect a scam, please mark the communication as “phishing” or “spam” and do not respond.