Senior Bilingual Technical Support & Customer Experience Specialist – Remote (English & Spanish) – Championing Global Customer Delight, Innovation, and Technical Excellence at brighthush

About brighthush

brighthush is a pioneer in the customer experience arena, blending human empathy with cutting‑edge artificial intelligence to create support solutions that resonate across cultures and continents. With a presence in more than 70 countries, we partner with leading global brands to reimagine how they connect with their audiences. Our mission is simple yet profound: empower every customer interaction to become a memorable, value‑driven experience that fuels loyalty and growth. Recognized as a “World’s Best Workplace” and celebrated for our commitment to continuous learning, brighthush offers a dynamic, inclusive environment where your voice shapes the future of support technology.

Why This Role Is a Game‑Changer

Imagine a career that lets you blend technical curiosity with a passion for service—all from the comfort of your own home. As a Senior Bilingual Technical Support & Customer Experience Specialist, you’ll be the friendly, knowledgeable voice that keeps our clients’ products running smoothly and their customers delighted. Whether you’re troubleshooting a smartphone, guiding a user through software, or resolving a complex hardware issue, you’ll be at the heart of our mission: delivering world‑class support that turns challenges into opportunities.

Role Overview

This fully remote position places you at the center of a vibrant, globally distributed team that values collaboration, innovation, and mutual success. Your day will involve a blend of technical problem‑solving, customer engagement, and continuous learning—all while maintaining a quiet, distraction‑free workspace that meets our technical standards. Below is a detailed look at what you’ll be doing, the skills you’ll need, and the growth opportunities that await.

Key Responsibilities

• Serve as the primary point of contact for customers in both English and Spanish, delivering clear, empathetic assistance that reflects our brand values.
• Resolve technical issues related to hardware, software, and client products, following a structured call‑flow guide that ensures consistency and quality.
• Document every interaction accurately in our CRM, ensuring data integrity and a seamless handoff for any follow‑up.
• Diagnose and troubleshoot problems with smartphones, tablets, computers, wearables, and related accessories, using diagnostic tools and knowledge bases.
• Escalate complex issues to specialized teams while maintaining a positive customer experience and clear communication.
• Continuously learn about new products, updates, and industry trends to stay ahead of customer needs and anticipate potential issues.
• Maintain a quiet, distraction‑free workspace that meets our technical requirements, including high‑speed internet and a dedicated headset.
• Adapt to a flexible schedule that rotates across time zones to support a global customer base, ensuring coverage during peak hours.
• Collaborate with cross‑functional teams—product, engineering, and quality assurance—to provide feedback and help shape future product improvements.
• Participate in continuous improvement initiatives by sharing insights, suggesting process enhancements, and contributing to knowledge base articles.
• Mentor junior team members by sharing best practices, troubleshooting techniques, and customer‑centric approaches.
• Analyze performance metrics to identify trends, root causes, and opportunities for service enhancement.

Essential Qualifications

• Minimum of 2 years of experience in a bilingual (English/Spanish) customer support or technical support role.
• Strong written and verbal communication skills in both languages, with a proven ability to explain complex technical concepts in simple terms.
• Proficiency with CRM systems (e.g., brighthush) and remote support tools.
• Solid understanding of mobile operating systems (iOS, Android), desktop platforms (Windows, macOS), and common consumer hardware.
• Demonstrated problem‑solving skills and a customer‑first mindset.
• Reliable high‑speed internet connection and a quiet workspace that meets our technical specifications.
• Ability to work independently, manage time effectively, and meet performance metrics.
• Strong organizational skills and attention to detail, ensuring accurate documentation and data entry.
• Experience with remote collaboration tools such as Slack, Teams, or Zoom.

Preferred Qualifications

• Experience with AI‑driven support platforms or chat‑bot integration.
• Knowledge of cybersecurity best practices for consumer devices.
• Previous experience in a remote or distributed team environment.
• Certification in IT support (e.g., brighthush A+, brighthush Certified: Modern Desktop Administrator Associate).
• Fluency in additional languages beyond English and Spanish.
• Experience with performance analytics tools and reporting dashboards.
• Background in product testing or quality assurance.

Skills & Competencies

• Technical Aptitude – Quick learner of new software, hardware, and troubleshooting procedures.
• Empathy & Patience – Ability to remain calm and supportive, even under pressure.
• Attention to Detail – Accurate documentation and data entry.
• Time Management – Prioritizing tasks and meeting SLA targets.
• Collaboration – Working effectively with cross‑functional teams across time zones.
• Adaptability – Embracing change and continuous improvement.
• Analytical Thinking – Ability to diagnose root causes and propose actionable solutions.
• Customer‑Centric Mindset – Consistently putting the customer’s needs first and striving to exceed expectations.
• Communication Excellence – Clear, concise, and culturally sensitive communication in both languages.
• Problem‑Solving Leadership – Taking initiative to resolve issues and guide teammates.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Bilingual Technical Support & Customer Experience Specialist, you’ll have access to a wealth of development resources designed to accelerate your career trajectory:

• Structured mentorship programs with senior support engineers and product managers.
• Regular training sessions on emerging technologies, product updates, and soft‑skill development.
• Clear career pathways to roles such as Technical Support Engineer, Product Specialist, or Customer Success Manager.
• Opportunities to contribute to product improvement initiatives and share customer insights with the R&D team.
• Annual performance reviews that focus on both skill development and career aspirations.
• Access to a dedicated learning budget for courses, certifications, and industry conferences.
• Participation in cross‑departmental projects that broaden your skill set and visibility.
• Leadership development programs for high‑potential team members.
• Global mobility options for those interested in on‑site collaboration.

Work Environment & Culture at brighthush

Our remote‑first culture means you can work from anywhere while staying connected to a global community. We foster:

• Inclusivity – A diverse workforce that values every voice and perspective.
• Flexibility – Rotating shifts that accommodate different time zones and personal commitments.
• Collaboration – Weekly virtual huddles, cross‑team projects, and open communication channels.
• Well‑being – Access to mental health resources, virtual fitness classes, and wellness stipends.
• Recognition – Regular shout‑outs, peer‑to‑peer awards, and a culture of celebrating wins.
• Innovation – Encouragement to experiment, propose new ideas, and drive continuous improvement.
• Community – Employee resource groups, volunteer opportunities, and social events that build camaraderie.
• Transparency – Open sharing of company goals, metrics, and strategic direction.
• Work‑Life Balance – Policies that support flexible hours, remote work, and personal time.

Compensation, Perks & Benefits

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

• Base salary commensurate with market rates for bilingual technical support roles.
• Performance‑based bonuses tied to customer satisfaction scores and resolution metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to support long‑term financial planning.
• Generous paid time off, including vacation, sick leave, and personal days.
• Technology stipend for home‑office equipment and high‑speed internet.
• Continuous learning budget for courses, certifications, and conferences.
• Employee assistance program and mental health support.
• Flexible work schedule and the ability to work from any location.
• Annual wellness retreat and team‑building events.

How to Apply

Ready to bring your bilingual expertise and technical passion to a global team that values innovation and customer delight? Click the link below to submit your application and join brighthush in shaping the future of customer experience.

Apply for this role

Join brighthush Today

At brighthush, we’re not just a company; we’re a community of problem‑solvers, innovators, and storytellers who believe that every interaction can be a chance to create lasting value. If you’re a bilingual professional who thrives on turning technical challenges into customer success stories, we want to hear from you. Apply now and become part of a team that’s redefining what it means to deliver world‑class support—one conversation at a time.