Senior Bilingual Polish Customer Support Specialist – Remote, Full‑Time – Champion Global Customer Satisfaction & Innovation at brighthush

Welcome to brighthush – Where Customer Experience Meets Innovation

At brighthush, we’re redefining what it means to support customers in a digital world. With a presence in over 30 countries, we blend artificial intelligence, data‑driven insights, and human empathy to turn routine interactions into memorable moments. Our remote‑first philosophy means you can work from anywhere while staying deeply connected to a vibrant, collaborative team that values diversity, creativity, and continuous learning.

Why brighthush is the Ideal Place to Grow Your Career

• Fully Remote, Fully Equipped – Work from the comfort of your home in any location you choose, with all the hardware, software, and connectivity support you need supplied by brighthush.
• Paid, Structured Training – We invest in your success with comprehensive onboarding, ongoing skill development, and mentorship programs that ensure you feel confident and empowered from day one.
• Competitive Compensation – Earn a base salary that reflects your expertise, plus performance‑based bonuses that reward your impact on customer satisfaction and operational excellence.
• Clear Career Pathways – Transparent progression routes from Senior Support Specialist to Team Lead, Support Manager, and even Product Specialist, with regular performance reviews and promotion cycles.
• Inclusive, Multicultural Culture – A supportive environment where every voice is heard, every idea is valued, and cultural diversity is celebrated.
• Work‑Life Balance – 40 hours per week with two consecutive days off, giving you the flexibility to recharge and pursue personal passions.

Role Overview

As a Senior Bilingual Polish Customer Support Specialist at brighthush, you will be the frontline advocate for our Polish‑speaking customers. You’ll blend technical expertise, empathy, and a passion for problem‑solving to ensure every interaction leaves a lasting positive impression. Your day‑to‑day tasks will include:

Key Responsibilities

• Respond to customer inquiries via chat, email, and phone in a timely, professional, and friendly manner.
• Diagnose and resolve technical, billing, and product‑related issues while maintaining a high first‑contact resolution rate.
• Document interactions accurately in our CRM system and update knowledge‑base articles to improve self‑service resources.
• Collaborate with cross‑functional teams (Product, Engineering, Sales) to relay customer feedback and advocate for product improvements.
• Monitor and report on key performance indicators such as response time, satisfaction scores, and ticket volume.
• Participate in regular training sessions and knowledge‑sharing workshops to stay current on product updates and industry best practices.
• Contribute to continuous improvement initiatives, such as process optimization and automation opportunities.
• Act as a cultural ambassador, ensuring that Polish customers feel understood, respected, and valued in every interaction.
• Assist in the creation and maintenance of multilingual support documentation and FAQs.
• Support the onboarding of new team members by sharing best practices and providing hands‑on guidance.

Essential Qualifications

• Native or near‑native fluency in Polish (B2 level or higher).
• Proficient in English (B1–B2 level), both written and spoken.
• Strong written and verbal communication skills, with the ability to explain complex concepts simply.
• Experience in a customer support or help‑desk environment is highly desirable.
• Comfortable using CRM platforms (e.g., Zendesk, Freshdesk) and collaboration tools (Slack, Teams).
• Excellent problem‑solving abilities and a proactive mindset.
• High level of empathy and patience when dealing with diverse customer personalities.
• Self‑motivated, organized, and able to manage multiple tasks simultaneously.
• Valid European passport or legal residency in Bulgaria.
• Availability to work full‑time (40 hours per week) with a flexible schedule that includes two consecutive days off.

Preferred Qualifications

• Previous experience in a SaaS or tech‑product support role.
• Knowledge of customer success metrics and experience using analytics dashboards.
• Familiarity with remote‑work best practices and digital collaboration tools.
• Additional language skills (e.g., German, Russian) are a plus.
• Experience with AI‑powered support tools or chat‑bot configuration.

Core Skills & Competencies

• Customer‑Centric Mindset – Always putting the customer’s needs first and striving to exceed expectations.
• Technical Aptitude – Quick learner who can navigate software, troubleshoot issues, and guide users through solutions.
• Analytical Thinking – Ability to identify patterns, diagnose root causes, and propose actionable solutions.
• Time Management – Prioritizing tasks effectively to meet SLA targets and maintain high quality.
• Collaboration & Teamwork – Working seamlessly with colleagues across departments to deliver a unified customer experience.
• Adaptability – Thriving in a fast‑paced, evolving environment where priorities can shift quickly.
• Communication Excellence – Articulating ideas clearly in both Polish and English, both verbally and in writing.
• Continuous Learning – Eagerness to stay updated on industry trends, new technologies, and best practices.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Customer Support Specialist, you will have access to:

• Structured mentorship programs pairing you with senior agents and managers.
• Regular skill‑building workshops covering advanced troubleshooting, product deep dives, and soft‑skill development.
• Clear promotion tracks: Senior Support Specialist → Team Lead → Support Manager → Product Specialist.
• Cross‑departmental projects that allow you to broaden your expertise and showcase your impact.
• Annual learning stipend for courses, certifications, or conferences of your choice.
• Opportunities to contribute to product roadmap discussions and beta testing initiatives.
• Leadership training modules for those aspiring to move into team lead or managerial roles.

Work Environment & Culture

brighthush’s remote‑first culture is built on trust, transparency, and a shared commitment to excellence. You’ll experience:

• Daily stand‑ups and weekly all‑hands meetings to keep everyone aligned.
• Open communication channels where ideas flow freely across teams.
• Inclusive policies that celebrate diversity and encourage authentic self‑expression.
• Flexible work hours that respect personal commitments while ensuring coverage for our global customer base.
• Regular virtual social events, game nights, and wellness challenges to foster camaraderie.
• Access to a digital “watercooler” where you can connect with colleagues from around the world.
• Transparent decision‑making processes that empower employees at all levels.

Compensation & Benefits

• Base Salary – Competitive monthly salary commensurate with experience.
• Performance Bonus – Earn additional rewards based on customer satisfaction scores, ticket resolution metrics, and team goals.
• Health & Wellness – Comprehensive health insurance coverage, mental‑health resources, and a wellness stipend.
• Equipment & Connectivity – Company‑supplied laptop, headset, and high‑speed internet reimbursement.
• Paid Training & Development – All onboarding and ongoing training courses are fully paid.
• Paid Time Off – 20 days of vacation per year, plus public holidays and sick leave.
• Retirement Plan – Optional participation in a pension scheme with employer matching.
• Referral Bonus – Earn a bonus for each successful referral that joins the brighthush team.
• Employee Recognition – Quarterly awards for outstanding customer service and innovation.

How to Apply

Ready to bring your passion for customer service to a dynamic, remote‑first team? Send your resume and a brief cover letter outlining why you’re the perfect fit for brighthush to [email protected]. If you know someone who would thrive in this role, feel free to refer them – we appreciate referrals and offer a referral bonus for successful hires.

Join brighthush Today!

At brighthush, we’re not just building a support team; we’re crafting a community of problem‑solvers who turn everyday challenges into opportunities for growth and connection. If you’re a bilingual Polish speaker with a knack for turning frustration into delight, we want to hear from you. Apply now and start your journey with a company that values your expertise, supports your development, and celebrates your successes.