Senior Bilingual Omnichannel Customer Experience Specialist – Spanish & English – Remote, Full‑Time – Drive Global Support Excellence at brighthush

About brighthush

brighthush is not just a technology company; it’s a movement that reimagines how everyday life is enriched by intelligent, connected products. By weaving advanced artificial intelligence into smart home devices, appliances, and digital services, brighthush creates ecosystems that anticipate needs, simplify routines, and deliver delight at every touchpoint. Our portfolio ranges from voice‑activated assistants and energy‑efficient thermostats to mobile apps that turn data into actionable insights for homeowners worldwide.

Founded on a philosophy of curiosity, collaboration, and continuous learning, brighthush has grown into a global community of innovators, designers, and customer advocates. We believe that technology should be intuitive, accessible, and, most importantly, human‑centric. That belief fuels our commitment to delivering support that feels personal, proactive, and exceptionally responsive.

As a fully remote organization, brighthush empowers employees to work from anywhere, fostering a culture that values flexibility, transparency, and inclusivity. Our teams span multiple time zones, yet we maintain a unified vision: to make technology feel like a natural extension of everyday life.

Why This Role Matters

In a world where customers expect instant, seamless assistance across devices, the Senior Bilingual Omnichannel Customer Experience Specialist is the linchpin that keeps our global community connected. You will be the voice, the guide, and the advocate that turns a potential frustration into a memorable experience. Your fluency in Spanish and English will unlock new markets, deepen relationships, and reinforce brighthush’s reputation for world‑class service.

Beyond answering questions, you will shape the future of support by identifying patterns, proposing solutions, and collaborating with product, engineering, and marketing teams. Your insights will influence product roadmaps, help refine user interfaces, and drive the next generation of AI‑powered customer interactions.

Key Responsibilities

Customer Interaction & Support Excellence

• Multichannel Engagement: Provide timely, accurate, and empathetic assistance via phone, email, live chat, and social media, ensuring a consistent brand voice across all channels.
• Issue Resolution: Diagnose and resolve technical and functional issues, escalating complex cases to engineering or product teams when necessary.
• Proactive Outreach: Identify at‑risk customers, conduct follow‑ups, and offer solutions before problems arise.

Product Mastery & Technical Troubleshooting

• Deep Product Knowledge: Master the full spectrum of brighthush hardware, firmware, mobile, and web applications.
• Hands‑On Diagnostics: Use diagnostic tools, logs, and remote access to troubleshoot hardware and software issues.
• Feedback Loop: Capture user pain points and relay actionable insights to product and engineering teams.

Omnichannel Communication Management

• CRM Stewardship: Log every interaction in our CRM, ensuring data integrity and traceability.
• Pattern Analysis: Analyze support tickets to uncover trends, recurring issues, and opportunities for automation.
• Knowledge Base Development: Author and maintain clear, concise, and searchable help articles and FAQs.

Process Improvement & Cross‑Functional Collaboration

• Workflow Optimization: Partner with Product, Engineering, Marketing, and QA to streamline support processes.
• Best‑Practice Implementation: Champion the adoption of new tools, scripts, and automation to enhance efficiency.
• Team Leadership: Mentor junior specialists, conduct training sessions, and lead knowledge‑sharing initiatives.

Data Analysis & Performance Reporting

• KPI Monitoring: Track metrics such as first‑contact resolution, average handle time, and CSAT scores.
• Insight Generation: Produce actionable reports that inform strategy, resource allocation, and continuous improvement.
• Dashboard Maintenance: Keep dashboards up‑to‑date and accessible for stakeholders across the organization.

Operational Flexibility & Team Collaboration

• Shift Coverage: Adapt to rotating schedules, including evenings, weekends, and holidays, to support a global customer base.
• Daily Stand‑Ups: Participate in virtual huddles to align on priorities, blockers, and success stories.
• Cross‑Team Projects: Contribute to initiatives such as product launches, feature rollouts, and customer journey mapping.

Customer Advocacy & Quality Assurance

• Voice of the Customer: Champion user needs in product discussions, ensuring that support insights shape future features.
• Beta Testing: Provide real‑world scenarios during new feature testing, reporting bugs and usability concerns.
• Continuous Improvement: Identify gaps in support content and recommend enhancements.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Communications, Business, or a related field is a plus.
• Minimum of 3 years of professional customer service experience, preferably in a tech or e‑commerce environment.
• Fluency in both Spanish and English—written and spoken—demonstrated through prior work or certifications.
• Proficiency with brighthush, brighthush, and brighthush platforms.
• Strong computer literacy, including the ability to navigate multiple applications simultaneously and troubleshoot basic software issues.
• Excellent communication skills, with the ability to explain complex technical concepts in simple, customer‑friendly language.
• Demonstrated ability to handle high‑volume, fast‑paced environments while maintaining a calm, professional demeanor.
• Flexibility to work a rotating schedule that includes evenings, weekends, and holidays as needed.
• Must reside in one of the following states: California, Colorado, Florida, Georgia, Illinois, Indiana, Kentucky, Kansas, Maryland, Michigan, North Carolina, Nevada, New York, Ohio, Oklahoma, Oregon, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin.

Preferred Qualifications

• Experience with omnichannel support platforms (e.g., brighthush, brighthush, brighthush).
• Knowledge of AI‑driven customer service tools and chatbot integration.
• Background in troubleshooting hardware devices or IoT products.
• Previous exposure to the manufacturing or consumer electronics industry.
• Certifications in customer service excellence or technical support.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities for delight.
• Problem‑Solving: Analytical thinking and a methodical approach to diagnosing and resolving issues.
• Adaptability: Ability to thrive in a dynamic, evolving environment and quickly learn new tools or processes.
• Collaboration: Strong teamwork skills, comfortable working with remote colleagues across time zones.
• Time Management: Efficiently juggle multiple tasks, prioritize effectively, and meet deadlines.
• Technical Aptitude: Comfortable with troubleshooting software and hardware, and a willingness to learn new technologies.

Career Growth & Learning Opportunities

At brighthush, we view career progression as a collaborative journey. As a Senior Bilingual Omnichannel Customer Experience Specialist, you will have access to a wealth of growth pathways:

• Leadership Tracks: Advance to Lead Customer Experience Specialist, Customer Success Manager, or Director of Support.
• Technical Specialization: Transition into Product Support Engineering, Quality Assurance, or User Experience Research.
• Cross‑Functional Projects: Lead initiatives that shape product development, customer journey mapping, and AI integration.
• Continuous Learning: Benefit from an extensive library of online courses, certifications, and internal workshops.
• Mentorship & Coaching: Receive guidance from seasoned professionals across customer success, product, and engineering.
• Innovation Labs: Participate in hackathons, beta testing, and open‑source contributions that push the boundaries of support technology.

Work Environment & Company Culture

brighthush thrives on a culture that blends flexibility with purpose. Our remote-first model means you can work from anywhere while staying connected through:

• Open Communication: Regular virtual town halls, team huddles, and one‑on‑one check‑ins keep everyone aligned.
• Innovation & Experimentation: We encourage experimentation, rapid iteration, and celebrate both successes and learning moments.
• Work‑Life Balance: Flexible scheduling, generous paid time off, and a focus on mental well‑being support a healthy lifestyle.
• Diversity & Inclusion: A commitment to creating a welcoming environment for people of all backgrounds, identities, and experiences.
• Community Engagement: Opportunities to volunteer, participate in hackathons, and contribute to open‑source projects.
• Recognition & Rewards: Annual performance bonuses, peer recognition programs, and tangible rewards for outstanding contributions.

Compensation & Benefits

We offer a competitive salary range of USD 43,680 per year, commensurate with experience and performance. In addition to base pay, you will receive:

• 401(k) matching program to help you build a secure financial future.
• Generous paid time off (PTO) and paid holidays.
• Tuition reimbursement for approved courses and certifications that enhance your professional growth.
• Comprehensive health, dental, and vision insurance plans.
• Parental leave policies that support new parents with paid time off and flexible return‑to‑work options.
• Employee wellness programs, including mental health resources and fitness stipends.
• Annual performance bonuses and recognition programs.
• Flexible work arrangements and a fully remote work environment.
• Access to cutting‑edge tools, software, and technology that empower you to excel.

How to Apply

Ready to bring your bilingual customer service expertise to a dynamic, tech‑savvy team? Submit your application through the link below and join brighthush in shaping the future of intelligent consumer products.

Apply to this position now

Closing Statement

At brighthush, every interaction counts. If you are passionate about delivering world‑class support, thrive in a fast‑paced environment, and want to grow your career while making a tangible impact on millions of customers worldwide, we want to hear from you. Join us and help us turn everyday experiences into moments of delight.