Senior Bilingual Japanese‑English Customer Support Specialist – Remote (9 AM – 5 PM EST) – Championing Global Customer Success, Advanced Technical Troubleshooting, and Cross‑Cultural Excellence at brighthush

About brighthush

brighthush is more than a communications provider; it is a global catalyst that redefines how businesses connect, collaborate, and innovate across borders. With a portfolio that spans cloud‑based voice, video, and data services, we empower enterprises to deliver seamless, high‑quality customer interactions at scale. Our mission is simple yet powerful: blend cutting‑edge technology with human‑centric support, creating experiences that resonate across cultures and continents.

Founded on the principles of collaboration, curiosity, and continuous learning, brighthush has grown into a vibrant ecosystem where ideas flourish and innovation thrives. Whether you’re a seasoned professional or a fresh graduate, you’ll find a dynamic environment that encourages experimentation, rewards creativity, and celebrates diversity.

Why Join brighthush?

At brighthush, your bilingual expertise becomes a catalyst for global customer success. We offer:

• Remote‑First Flexibility: Work from anywhere while staying connected to a world‑class team.
• Inclusive Culture: A workplace that values diverse perspectives and promotes belonging.
• Professional Growth: Structured learning paths, mentorship, and clear promotion tracks.
• Work‑Life Balance: Flexible hours, generous PTO, and wellness initiatives that support your well‑being.
• Impactful Work: Your contributions directly shape the experience of thousands of customers worldwide.

Industry Landscape & Technological Edge

The communications industry is undergoing a seismic shift. Cloud‑native platforms, AI‑driven analytics, and edge computing are redefining how businesses interact with their customers. brighthush sits at the forefront of this transformation, delivering solutions that are not only technologically advanced but also culturally attuned. As a bilingual specialist, you will be the bridge that translates complex technical concepts into clear, actionable guidance for our global clientele.

Role Overview

As a Senior Bilingual Japanese‑English Customer Support Specialist, you will be the frontline champion for our international clientele, delivering world‑class support through a blend of technical troubleshooting, proactive communication, and cross‑functional collaboration. Your role is pivotal in ensuring that customers receive timely, accurate, and empathetic assistance, thereby safeguarding brighthush's reputation for excellence.

Your Impact

Every interaction you handle is an opportunity to:

• Resolve complex technical issues that affect critical business operations.
• Build trust and loyalty by providing clear, customer‑centric solutions.
• Identify systemic pain points and collaborate with engineering to drive product improvements.
• Serve as a cultural bridge, translating not only language but also context and expectations.

Key Responsibilities

• Customer Interaction: Handle inquiries, complaints, and technical issues via phone, email, and live chat in Japanese and English, ensuring a consistent, high‑quality experience.
• Issue Diagnosis: Guide customers through remote troubleshooting steps to isolate and resolve Internet outages, circuit problems, and application usability issues.
• Escalation Management: Identify tickets that exceed first‑level support scope and seamlessly hand them over to engineering, ensuring clear documentation and follow‑up.
• Ticket Lifecycle Management: Oversee ongoing service tickets, monitor SLA compliance, and keep stakeholders informed of progress and resolution timelines.
• Proactive Communication: Draft and send timely notifications for planned or unplanned service outages, keeping customers in the loop.
• Knowledge Base Development: Create, revise, and translate manuals, troubleshooting guides, and reports to enrich our internal knowledge base.
• Cross‑Team Collaboration: Work closely with network carriers, application service providers, and the Professional Services department to coordinate solutions and share insights.
• LAN Support Leadership: Collect information from Professional Services, develop LAN support manuals, and lead a team of support staff in executing LAN troubleshooting procedures.
• Shift Coverage: Operate within core hours of 9 AM – 5 PM EST, with additional coverage for Pacific Standard Time (PST) shifts to maintain 24/7 customer support coverage.

Essential Qualifications

• Fluency in Japanese (native or near‑native) and strong written and verbal English skills.
• Minimum of 2 years of experience in a technical customer support or help‑desk environment, preferably within telecommunications, networking, or SaaS.
• Hands‑on experience troubleshooting network connectivity, VoIP, and web‑based applications.
• Proficiency with ticketing systems (e.g., our internal platform) and remote support tools.
• Strong analytical and problem‑solving abilities, with a methodical approach to diagnosing complex issues.
• Excellent communication skills, capable of translating technical concepts into clear, customer‑friendly language.
• Ability to work independently, manage multiple priorities, and meet strict SLA targets.
• Experience creating or editing technical documentation and user guides.

Preferred Qualifications

• Experience with cloud‑based communication platforms.
• Knowledge of network protocols (TCP/IP, DNS, DHCP, VPN) and basic routing/switching concepts.
• Familiarity with ITIL best practices and incident‑management frameworks.
• Previous exposure to a global, multi‑region support environment.
• Industry‑standard certifications such as A+, Network+, or cloud fundamentals.
• Experience leading or mentoring junior support staff.

Skills & Competencies

• Technical Proficiency: Comfortable navigating complex systems, interpreting logs, and using diagnostic tools.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenging situations into positive outcomes.
• Adaptability: Thrive in a fast‑paced, evolving environment where priorities shift quickly.
• Collaboration: Work effectively with cross‑functional teams—engineering, sales, professional services, and operations.
• Time Management: Prioritize tickets, manage time zones, and ensure timely resolution.
• Continuous Learning: Proactively seek new knowledge, stay updated on industry trends, and apply insights to improve support processes.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the technology we support. We offer:

• Structured mentorship programs pairing you with senior engineers and product managers.
• Access to internal training courses, certifications, and a learning stipend to pursue external credentials.
• Clear promotion paths from Tier 1 Support to Tier 2/3, and eventually to Technical Account Manager or Product Specialist roles.
• Opportunities to participate in cross‑departmental projects, such as product beta testing, customer success initiatives, and process improvement workshops.
• Annual performance reviews that focus on skill development and career aspirations.

Work Environment & Company Culture

At brighthush, we foster a hybrid, inclusive workplace that values work‑life balance and personal growth. Our culture is defined by:

• Collaboration: Open communication channels across all levels, from daily stand‑ups to town‑hall meetings.
• Innovation: A “fail fast, learn faster” mindset that encourages experimentation and creative problem‑solving.
• Diversity & Inclusion: A workforce that reflects the global communities we serve, with dedicated resource groups and inclusive policies.
• Flexibility: Remote‑first model with flexible hours to accommodate different time zones and personal commitments.
• Recognition: Regular shout‑outs, peer‑to‑peer recognition programs, and annual awards for outstanding contributions.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:

• Base salary commensurate with market rates for bilingual technical support roles.
• Performance‑based bonuses tied to customer satisfaction scores and SLA adherence.
• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) matching and retirement savings plans.
• Paid time off, sick leave, and flexible holiday scheduling.
• Wellness programs, including virtual fitness classes and mental health resources.
• Technology stipend for home‑office equipment and high‑speed internet.
• Employee stock purchase plan (ESPP) and equity opportunities for senior roles.

Community & Sustainability Initiatives

We believe that technology should serve society. brighthush actively supports community outreach programs, digital literacy workshops, and sustainability projects that reduce our carbon footprint. As part of our team, you’ll have the chance to volunteer, participate in hackathons for social good, and contribute to initiatives that make a real difference.

Employee Testimonials

"Working at brighthush has been a game‑changer. The culture of continuous learning and the emphasis on cross‑cultural communication have helped me grow both professionally and personally." – Maya, Senior Support Engineer

"The flexibility to work from anywhere, combined with a supportive team, has allowed me to balance my career and family life seamlessly." – Kenji, Customer Success Specialist

How to Apply

Ready to bring your bilingual support expertise to a forward‑thinking, global team? brighthush is eager to hear from you. Click the link below to submit your application and join a company that values your skills, your voice, and your vision.

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