Senior Bilingual Spanish & Portuguese Content Moderation & Customer Support Specialist – Social Media Engagement & Brand Protection Lead – Remote Europe – brighthush

About brighthush

brighthush is a pioneering, global brand‑protection and customer engagement platform that thrives on diversity, innovation, and a passion for connecting people across cultures. With a presence in more than 30 countries, we empower brands to safeguard their reputation, nurture positive sentiment, and create meaningful conversations in dozens of languages. Our mission is simple yet powerful: enable brands and communities to speak freely, safely, and authentically.

As a remote‑first organization, brighthush offers a flexible, inclusive work environment where talent from every corner of the world can collaborate, learn, and grow. We celebrate individuality, encourage curiosity, and provide the tools and resources needed to turn everyday challenges into opportunities for impact.

Why Join brighthush?

• Global Reach, Local Impact: Work with leading brands across industries, influencing millions of conversations worldwide.
• Continuous Learning: Access to cutting‑edge training, mentorship programs, and a culture that rewards curiosity.
• Remote Flexibility: 100% remote position with a supportive team that values work‑life balance.
• Diverse Team: Collaborate with colleagues from varied backgrounds, languages, and perspectives.
• Competitive Compensation: Market‑aligned pay, performance bonuses, and a comprehensive benefits package.

About the Industry

In today’s hyper‑connected world, social media is the heartbeat of brand perception. Every comment, share, or mention can amplify a brand’s voice or, if left unchecked, damage its reputation. Companies are investing heavily in real‑time moderation and customer support to ensure that their online presence remains authentic, compliant, and engaging. At brighthush, we sit at the intersection of technology, linguistics, and human empathy, providing the tools that help brands navigate this complex landscape.

Role Overview

As a Senior Bilingual Spanish & Portuguese Content Moderation & Customer Support Specialist, you will be the frontline guardian of our clients’ social media presence. Your day‑to‑day responsibilities will involve moderating, classifying, and engaging with user‑generated content across multiple platforms, ensuring that every interaction reflects the brand’s tone, values, and compliance standards. You will also provide first‑line customer support, handling inquiries ranging from account issues to technical troubleshooting.

Key Responsibilities

• Monitor and moderate public comments, messages, and posts on assigned client properties, applying brand guidelines and escalation protocols.
• Respond to public comments with contextual judgment, brand‑appropriate tone, and empathy.
• Manage direct messages (DMs) and private support conversations from start to finish, ensuring timely resolution.
• Utilize a CRM to review customer history, track cases, and document outcomes with clarity and precision.
• Provide support for common customer service needs, including account and login assistance, subscription management, billing inquiries, refunds, cancellations, and retention conversations.
• Diagnose and troubleshoot access, download, installation, and “it’s not working” issues, offering basic product guidance and escalating when necessary.
• Leverage AI‑assisted drafting tools to craft accurate, empathetic, and brand‑consistent responses quickly.
• Follow established escalation paths for high‑risk issues, sensitive topics, and VIP situations.
• Contribute to consistent quality across shifts by maintaining tone, accuracy, and decision‑making standards.
• Collaborate with cross‑functional teams (product, engineering, compliance) to provide feedback on content moderation challenges and product improvements.
• Participate in ongoing training sessions to stay current with platform updates, new moderation tools, and evolving brand guidelines.

Daily Workflow & Tools

Each shift begins with a quick briefing that outlines the day’s priority topics, trending hashtags, and any new policy updates. You’ll then dive into a mix of real‑time monitoring, ticket resolution, and data entry, all while maintaining a high level of accuracy and brand consistency. Key tools you’ll use include:

• brighthush Platform: Our proprietary moderation engine that flags content, tracks sentiment, and automates routine responses.
• CRM System: For case management, customer history, and escalation tracking.
• AI Drafting Assistant: Generates response templates that you can customize on the fly.
• Analytics Dashboard: Provides real‑time metrics on engagement, sentiment, and response times.
• Collaboration Tools: Slack, Microsoft Teams, and shared knowledge bases for cross‑team communication.

Essential Qualifications

• High School Diploma or equivalent.
• Minimum of 2 years of experience in social care, community management, customer experience support, or digital customer service.
• Fluent in Spanish and Portuguese (near native proficiency) and strong written and verbal English.
• Excellent communication skills: friendly, clear, and socially native tone.
• Comfortable handling billing, subscription, access, and troubleshooting inquiries.
• Proactive, self‑starter mindset with the ability to find answers and resources independently.
• Calm under pressure, confident in high‑visibility comment sections.
• Organized, accountable, and consistent in delivering high‑quality work.
• Stable home working environment with reliable internet connectivity.
• Availability to work an 8‑hour shift within the specified time zone.

Preferred Qualifications

• Experience with creative or technical digital products (design, photo/video editing, productivity tools, generative AI tools).
• Familiarity with CRM systems and social media management tools such as brighthush.
• Experience supporting subscription‑based or SaaS products.
• Background in moderation and customer engagement in high‑volume social environments.

Core Skills & Competencies

• Content Moderation Expertise: Ability to interpret brand guidelines and apply them consistently across diverse content types.
• Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help users solve problems.
• Technical Aptitude: Comfortable navigating multiple platforms, troubleshooting basic technical issues, and using AI drafting tools.
• Analytical Thinking: Ability to assess situations quickly, identify root causes, and recommend solutions.
• Collaboration: Strong teamwork skills, open to feedback, and able to work cross‑functionally.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a fast‑paced environment.
• Adaptability: Thrive in a dynamic setting where priorities shift and new challenges arise.

Success Metrics

Performance in this role is measured by a combination of quantitative and qualitative indicators:

• Average response time to public comments and private messages.
• Accuracy rate in content classification and escalation decisions.
• Customer satisfaction scores from post‑interaction surveys.
• Compliance with brand tone guidelines and policy adherence.
• Contribution to knowledge base articles and best‑practice documentation.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Content Processing Specialist, you will have the chance to:

• Progress to a Senior Moderation Lead or Customer Success Manager role.
• Transition into product management, policy development, or data analytics teams.
• Lead training initiatives for new hires, sharing best practices and moderation strategies.
• Participate in global projects that shape the future of brand protection and customer engagement.
• Earn certifications in social media analytics, AI moderation, and customer experience management.

Work Environment & Culture

brighthush’s culture is built on transparency, respect, and collaboration. We value:

• Inclusivity: A welcoming environment where every voice is heard.
• Innovation: Encouragement to experiment, propose new ideas, and challenge the status quo.
• Flexibility: Remote work with flexible scheduling to accommodate diverse time zones.
• Community: Regular virtual meetups, cultural exchange sessions, and team‑building activities.
• Recognition: Celebrating achievements through shout‑outs, spot bonuses, and career milestones.

Compensation & Benefits

While specific figures vary by location and experience, brighthush offers:

• Competitive base salary aligned with local market rates.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision coverage (where applicable).
• Paid time off, sick leave, and parental leave policies.
• Professional development budget for courses, conferences, and certifications.
• Access to cutting‑edge tools and technologies to support your work.
• Employee wellness programs, including virtual fitness classes and mental health resources.

Ready to Make an Impact?

If you are a socially‑native communicator, passionate about social media, and eager to work remotely with a global, diverse team, we want to hear from you. Join brighthush and help brands protect their reputation, engage their audiences, and create authentic conversations worldwide.

Send your CV in English to [email protected] or click the link below to apply directly.