Senior Bilingual French & English Customer Experience Specialist – Remote, Full‑Time – Champion Global Satisfaction, Loyalty & Innovation at brighthush – Drive Exceptional Service Across Continents

About brighthush – Pioneering Customer‑Centric Innovation in a Digital World

brighthush is more than a brand; it’s a movement that redefines what it means to deliver world‑class service in a fast‑moving, technology‑driven marketplace. With a portfolio that spans e‑commerce, digital solutions, and consumer products, we serve millions of users worldwide and are constantly pushing the boundaries of customer experience. Our mission is simple yet powerful: to create unforgettable moments for every customer, no matter where they are or what language they speak.

Our culture is built on curiosity, collaboration, and a relentless focus on the customer. We empower our people to experiment, learn, and grow—both professionally and personally. Whether you’re a seasoned veteran or a rising star, brighthush offers a platform where your voice matters and your career can flourish.

Our Vision & Mission

At brighthush, we envision a world where every interaction with a brand feels personal, seamless, and memorable. Our mission is to harness cutting‑edge technology, data insights, and human empathy to deliver customer experiences that exceed expectations and build lasting loyalty.

What Makes brighthush Unique

• Global Reach, Local Touch: We operate in over 50 countries, yet each customer feels heard in their native language.
• Innovation‑First Mindset: From AI‑powered chatbots to real‑time analytics dashboards, we continuously iterate to improve service.
• Employee‑First Philosophy: Flexible work arrangements, continuous learning, and a culture of recognition keep our teams motivated.
• Data‑Driven Decision Making: Every interaction is logged, analyzed, and used to refine processes and product offerings.

Why This Role is a Game Changer

• Serve as the primary point of contact across phone, email, and live chat, ensuring every interaction reflects brighthush’s commitment to excellence.
• Handle a broad spectrum of inquiries—from order status and returns to technical troubleshooting and product education—while maintaining a high level of professionalism.
• Maintain exceptional quality and productivity while consistently surpassing customer satisfaction targets, directly influencing brand loyalty.
• Collaborate with Sales, Logistics, Technical Support, and Product teams to resolve escalated issues and refine service processes, driving cross‑functional innovation.
• Contribute to continuous improvement initiatives by sharing insights on system enhancements and customer pain points, shaping the future of our support ecosystem.

Role Overview

As a key member of our global support team, you will be the frontline ambassador for brighthush’s French‑ and English‑speaking customers. This role is designed for individuals who thrive in dynamic environments, enjoy solving complex problems, and are passionate about building lasting relationships. You’ll work remotely, but you’ll also be part of a tightly knit team that collaborates across time zones to deliver seamless support.

Key Responsibilities

• Engage with customers in fluent French and English, ensuring clear, empathetic communication at every touchpoint.
• Diagnose and resolve customer concerns efficiently, leveraging available resources and escalation protocols when necessary.
• Process orders, cancellations, returns, and exchanges accurately while preserving data integrity.
• Log all customer interactions in our CRM platform, ensuring timely updates and accurate records.
• Adhere to established quality guidelines, participate in call monitoring, and implement feedback to improve service delivery.
• Share insights and best practices with teammates, contributing to a culture of continuous learning.
• Reside in Utah and be available to travel within a 50‑mile radius of Spanish Fork for occasional on‑site meetings or training sessions.
• Collaborate with cross‑functional teams to identify root causes of recurring issues and propose scalable solutions.
• Participate in bi‑weekly sprint reviews, providing real‑time feedback on product features and customer pain points.
• Maintain a proactive stance on knowledge base updates, ensuring information is accurate and accessible.

Essential Qualifications

• Fluent in French and English, with excellent written and verbal communication skills in both languages.
• Minimum of 2 years of customer service experience, preferably in a call center or support environment.
• Proficiency with CRM platforms and Microsoft Office Suite (or equivalent).
• Strong problem‑solving abilities and the capacity to handle high‑volume, high‑pressure situations.
• Excellent time‑management skills and the ability to meet or exceed performance metrics.
• Valid driver’s license and reliable transportation for occasional travel.
• Residency in Utah, with a willingness to travel within a 50‑mile radius of Spanish Fork.

Preferred Qualifications

• Experience in a B2B or B2C e‑commerce environment.
• Knowledge of logistics, shipping, and order fulfillment processes.
• Previous exposure to multilingual support or international customer service.
• Familiarity with data analytics tools or reporting dashboards.
• Additional language skills beyond French and English.

Core Skills & Competencies

• Communication: Clear, concise, and empathetic communication in both languages.
• Technical Aptitude: Quick learner of new software and systems.
• Adaptability: Comfortable working in a dynamic, evolving environment.
• Customer‑Centric Mindset: Passion for delivering outstanding service and building lasting relationships.
• Team Player: Collaborative spirit and willingness to support colleagues.
• Attention to Detail: Meticulous record‑keeping and data accuracy.

Success Metrics & KPIs

To ensure you’re making a measurable impact, we track the following key performance indicators:

• Customer Satisfaction Score (CSAT) – Target: 95%+.
• First‑Contact Resolution (FCR) – Target: 80%+.
• Average Handle Time (AHT) – Target: 4 minutes or less.
• Escalation Rate – Target:
• Quality Assurance Score – Target: 98%+.

Performance Review & Feedback

Our performance review process is transparent, data‑driven, and collaborative. You’ll receive quarterly feedback sessions with your manager, where we discuss achievements, areas for growth, and career aspirations. Continuous coaching and real‑time metrics dashboards help you stay on track and celebrate wins.

Learning & Development

At brighthush, we believe that learning is a lifelong journey. We offer:

• Monthly skill‑building workshops on topics such as advanced communication, conflict resolution, and product knowledge.
• Access to an online learning portal with courses on customer experience, data analytics, and leadership.
• Mentorship programs pairing you with senior leaders across the organization.
• Stipends for external certifications (e.g., Certified Customer Experience Professional, Salesforce Administrator).
• Annual conference sponsorships to industry events like CX Expo and Customer Contact Week.

Career Growth Opportunities

As a Bilingual Customer Service Specialist, you will have the opportunity to:

• Progress into senior support roles, such as Team Lead or Customer Experience Manager.
• Transition into specialized areas like Technical Support, Product Training, or Quality Assurance.
• Participate in our Leadership Development Program, designed to cultivate future leaders.
• Attend regular workshops, webinars, and conferences to sharpen your skills and stay ahead of industry trends.
• Earn certifications in customer service excellence, CRM proficiency, or language proficiency.

Work Environment & Company Culture

brighthush offers a vibrant, inclusive culture that values innovation, collaboration, and work‑life balance. Key highlights include:

• Remote‑First Flexibility: Work from the comfort of your home while staying connected through virtual collaboration tools.
• Regular virtual team‑building events, including game nights, wellness challenges, and cultural celebrations.
• Open communication channels with leadership, ensuring your voice is heard and your ideas are implemented.
• A commitment to diversity, equity, and inclusion, fostering a welcoming environment for all employees.
• Access to a comprehensive digital library of training resources and industry publications.
• Monthly “Innovation Fridays” where teams pitch new ideas to improve customer experience.

Diversity, Equity & Inclusion

We celebrate differences and believe that a diverse workforce fuels creativity and innovation. brighthush actively promotes inclusive hiring practices, supports employee resource groups, and offers unconscious bias training to all staff.

Sustainability & Corporate Responsibility

Our commitment to sustainability is reflected in our eco‑friendly packaging, carbon‑neutral shipping options, and partnerships with local environmental organizations. Employees are encouraged to participate in community service initiatives and sustainability workshops.

Employee Recognition & Awards

We recognize outstanding performance through:

• Monthly “Customer Hero” awards for exceptional service.
• Quarterly “Innovation Champion” recognitions for impactful ideas.
• Annual “Leadership Excellence” awards for managers who foster growth.
• Peer‑to‑peer shout‑outs via our internal recognition platform.

Technology & Tools

To empower you to deliver top‑tier support, we provide:

• State‑of‑the‑art CRM (Salesforce) with multilingual capabilities.
• Unified communication platform (Zoom, Teams) for calls and video chats.
• Real‑time analytics dashboards (Power BI) to track performance.
• Knowledge base (Confluence) with AI‑powered search.
• Collaboration suite (Slack, Microsoft Teams) for cross‑functional communication.

Compensation, Perks, and Benefits

While specific figures may vary based on experience, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with market rates for bilingual customer service roles.
• Performance‑based bonuses tied to customer satisfaction and productivity metrics.
• Health, dental, and vision insurance plans for you and your dependents.
• Flexible paid time off (PTO) and holiday schedule.
• 401(k) retirement plan with company match.
• Employee wellness program, including virtual fitness classes and mental health resources.
• Professional development stipend for courses, certifications, or conferences.
• Employee referral bonus program.
• Annual company retreat and quarterly virtual social events.

How to Apply

Ready to elevate your career and make a real impact? Submit your application through our career portal or click the link below to start the process. We look forward to learning how your skills and passion align with brighthush’s mission to deliver world‑class customer experiences.

Apply to this exciting opportunity now!

Join brighthush – Where Your Voice Matters and Your Career Thrives

At brighthush, we celebrate individuality, encourage curiosity, and reward excellence. If you are a bilingual professional who thrives on solving problems, building relationships, and driving customer satisfaction, we want to hear from you. Take the next step in your career and become part of a team that values innovation, collaboration, and continuous growth.