Senior Bilingual Customer Support Specialist – Spanish & English – Fraud & Complex Issue Resolution Expert – Remote, Full‑Time – Champion Customer Success & Support Excellence at brighthush, a Leading Global Technology & Services Innovator

About brighthush

brighthush is a forward‑thinking technology and services company that empowers businesses worldwide to deliver exceptional customer experiences. With a history rooted in innovation and a commitment to excellence, brighthush has grown into a trusted partner for enterprises seeking reliable, scalable, and secure support solutions. Our mission is to bridge the gap between customers and technology, ensuring every interaction is seamless, accurate, and customer‑centric.

As a remote‑first organization, we embrace flexibility, diversity, and a culture of continuous learning, allowing our team members to thrive from anywhere in the United States. We invest heavily in cutting‑edge tools, AI‑driven analytics, and a highly skilled workforce that can anticipate customer needs before they arise. Our portfolio spans industries from fintech to e‑commerce, SaaS, and beyond, giving you the opportunity to work with a diverse set of clients and technologies.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, high‑growth environment where your voice matters. We value curiosity, resilience, and a passion for problem‑solving. Our remote model gives you the freedom to work from a dedicated home office while staying connected to a vibrant, collaborative team. We invest in your professional development through mentorship, training programs, and access to industry‑leading tools and resources.

Whether you’re a seasoned support specialist or just starting your career, brighthush offers a platform to grow, innovate, and make a real impact. We celebrate diversity, encourage continuous learning, and reward excellence with recognition programs that highlight your contributions. Join us and become part of a culture that thrives on collaboration, transparency, and a shared commitment to customer success.

Key Responsibilities

As a Senior Bilingual Customer Support Specialist, you will be the frontline guardian of our clients’ satisfaction. Your day‑to‑day responsibilities will include:

• Multilingual Customer Interaction: Handle inbound calls, chats, and emails in both English and Spanish, ensuring clear, empathetic communication that reflects our brand’s high standards.
• Complex Issue Resolution: Address advanced customer concerns, including potential fraud, billing disputes, and technical escalations, using critical thinking and analytical skills.
• Accurate Guidance: Provide precise, unbiased information while adhering to established procedures and compliance standards.
• Multi‑System Navigation: Simultaneously access and manage multiple software platforms—CRM, ticketing, knowledge base, and fraud detection tools—to deliver efficient solutions.
• Collaboration: Work closely with Tier 2 and Tier 3 support teams, product specialists, and leadership to resolve issues and improve processes.
• Professional Conflict Management: Handle challenging or emotionally charged interactions with composure, empathy, and professionalism.
• Virtual Communication: Maintain clear, timely communication with teammates, supervisors, and stakeholders through virtual channels.
• Continuous Improvement: Participate in quality assurance reviews, share insights, and contribute to the development of best‑practice documentation.
• Additional Duties: Take on ad‑hoc assignments and projects as needed to support team objectives and company goals.
• Data Integrity & Reporting: Log all interactions accurately, update customer records, and generate reports that inform product and service enhancements.
• Mentorship & Coaching: Share your expertise with junior team members, providing guidance on complex cases and best practices.

Essential Qualifications

To thrive in this role, you should bring a blend of technical acumen, linguistic fluency, and a customer‑first mindset. The following qualifications are essential:

• High School Diploma or GED (required).
• Fluency in both Spanish and English—verbal and written—demonstrated through prior experience or formal assessment.
• Minimum of 1 year of customer service or technical support experience, preferably in a call center or SaaS environment.
• Proven ability to work independently from a home office with a dedicated, distraction‑free workspace.
• Strong computer literacy and proficiency in navigating multiple applications simultaneously.
• Availability to work Monday through Friday, 10:00 AM to 6:00 PM EST.
• Excellent active listening, problem‑solving, and conflict‑resolution skills.
• Professional demeanor, patience, empathy, adaptability, and a collaborative mindset.
• Capacity to remain calm under pressure and handle emotionally sensitive conversations with tact.
• Strong organizational and multitasking abilities, with a keen eye for detail.
• Some college coursework or a degree (preferred).

Preferred Qualifications

While not mandatory, the following experience and credentials will set you apart:

• Experience handling escalated or complex customer situations, especially involving fraud or security concerns.
• Knowledge of CRM systems (e.g., brighthush, brighthush) and ticketing platforms.
• Familiarity with fraud detection tools or security protocols.
• Previous remote work experience in a high‑volume, fast‑paced environment.
• Certification or training in customer service excellence or related fields.
• Experience in data analysis or reporting to support product improvements.

Skills & Competencies

Success in this role requires a blend of technical, linguistic, and interpersonal skills. Key competencies include:

• Language Proficiency: Native or near‑native fluency in Spanish and English.
• Technical Aptitude: Comfortable with learning new software quickly and troubleshooting technical issues.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose actionable solutions.
• Communication: Clear, concise, and persuasive communication across multiple channels.
• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting customer relationships.
• Team Collaboration: Strong interpersonal skills and a willingness to support teammates and cross‑functional partners.
• Adaptability: Thrive in a constantly evolving environment, embracing change and new challenges.
• Time Management: Efficiently prioritize tasks, meet deadlines, and maintain high productivity.
• Attention to Detail: Meticulous record‑keeping and a commitment to data accuracy.
• Resilience: Ability to handle high‑volume periods without compromising quality.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your ambitions. We offer:

• Structured mentorship programs pairing you with senior specialists and leaders.
• Access to online learning platforms, certifications, and industry conferences.
• Clear promotion tracks from Support Specialist to Team Lead, Manager, or Product Specialist roles.
• Cross‑functional projects that broaden your skill set and expose you to new business areas.
• Regular performance reviews and personalized development plans.
• Opportunities to contribute to product roadmap discussions and influence feature development.
• Leadership training for those interested in moving into managerial or strategic roles.

Work Environment & Culture

brighthush’s remote culture is built on trust, transparency, and mutual respect. You’ll experience:

• Flexible work hours within the core shift, allowing you to balance personal commitments.
• Regular virtual team huddles, knowledge‑sharing sessions, and social events.
• A supportive, inclusive environment that celebrates diversity and encourages innovation.
• Access to cutting‑edge tools and resources that streamline your workflow and enhance customer interactions.
• Recognition programs that reward outstanding performance and contributions.
• Peer‑to‑peer learning circles where you can share insights and best practices.
• Annual virtual retreats that bring the entire team together for strategy, celebration, and team building.

Compensation & Benefits

While specific figures are tailored to experience and role, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market standards for bilingual support specialists.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off, holidays, and sick leave.
• Professional development stipend and tuition reimbursement.
• Home office stipend to ensure you have the right equipment and environment.
• Employee assistance program and wellness resources.
• Access to mental health counseling and stress‑management workshops.
• Annual wellness stipend for gym memberships, meditation apps, or other health‑related expenses.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a bilingual environment, and are ready to tackle complex support challenges, we encourage you to apply today. Join brighthush and become part of a team that values innovation, collaboration, and continuous growth.