Senior Bilingual Web Hosting Customer Experience Specialist – French & English – Remote AI‑Powered Technical Support & Customer Success Champion – Global, Innovative, High‑Impact Role at brighthush

About brighthush

brighthush is more than a web hosting provider; we are a global technology catalyst that empowers businesses of every size to thrive online. By marrying cutting‑edge cloud infrastructure with intelligent automation, we deliver hosting, email, and content management solutions that scale effortlessly while keeping costs predictable. Our remote‑first culture spans five continents, bringing together engineers, designers, marketers, and support specialists who share a single mission: to make the internet a more reliable, secure, and accessible place for everyone.

At brighthush, we believe that the future of customer experience is built on empathy, speed, and continuous learning. That’s why every team member, from the newest support agent to the senior product manager, is encouraged to experiment with AI tools, propose bold ideas, and iterate quickly. If you’re passionate about solving real‑world problems, thrive in a fast‑moving environment, and want to see your work impact thousands of businesses worldwide, brighthush is the place for you.

Why Join brighthush?

• Global Reach, Local Impact – Your support tickets will touch startups in Nairobi, e‑commerce brands in São Paulo, and Fortune 500 enterprises in New York. Every interaction is an opportunity to make a difference.
• AI‑First Mindset – From AI‑powered ticket triage to predictive knowledge‑base suggestions, you’ll work with tools that accelerate problem resolution and free you to focus on high‑value customer conversations.
• Remote‑First Flexibility – Work from your favorite city, a co‑working space, or a quiet home office. Our flexible schedule respects your life while aligning with core team hours.
• Ownership & Growth – Own your projects, influence product roadmap, and advance through a clear career ladder supported by mentorship and continuous training.
• Diversity & Inclusion – We celebrate a mosaic of cultures, languages, and perspectives. Every voice is heard, and every idea is considered.

Position Overview

As a Senior Bilingual Web Hosting Customer Experience Specialist at brighthush, you will be the frontline ambassador for our customers. Your role blends technical expertise with compassionate communication, turning complex web hosting challenges into simple, actionable solutions. Whether you’re troubleshooting DNS misconfigurations, guiding users through SSL certificate installation, or helping clients optimize their WordPress sites, you’ll do so with clarity, speed, and a genuine desire to help.

In this remote, AI‑enhanced environment, you’ll collaborate with cross‑functional teams—engineering, product, marketing, and sales—to continuously improve our support processes and product offerings. Your insights will shape the next generation of brighthush features, ensuring that we stay ahead of industry trends and customer expectations.

Core Responsibilities

• Deliver high‑quality, multilingual technical support via phone, email, tickets, and live chat across French and English channels.
• Diagnose and resolve a wide range of web technology issues, including website downtime, DNS misconfigurations, email delivery failures, and hosting performance bottlenecks.
• Install, configure, and maintain popular content management systems (CMS) such as WordPress, Joomla, and Drupal, ensuring optimal performance, security, and compliance.
• Translate complex web hosting concepts—DNS settings, SSL certificates, CDN integration, server architecture—into clear, layman‑friendly guidance that empowers customers to manage their own sites.
• Escalate technical or billing inquiries to the appropriate teams (pre‑sales, sales, billing) while ensuring a smooth handoff and timely follow‑up.
• Schedule and conduct callbacks, ensuring customers receive personalized support even outside core hours.
• Document troubleshooting steps, solutions, and best practices in our internal knowledge base to improve team efficiency and customer self‑service.
• Collaborate with product, engineering, and marketing teams to provide customer feedback that drives product improvements and new feature development.
• Participate in continuous learning initiatives, including AI tool training, product updates, and industry certifications.
• Support other projects and initiatives as assigned, demonstrating flexibility and a proactive mindset.

Essential Qualifications

• Minimum of 2 years of experience in a technical support, helpdesk, or customer success role within the web hosting or IT industry.
• Strong troubleshooting skills with a proven track record of resolving website and email system issues.
• Fluency in both French and English (written and verbal) with excellent communication and a customer‑centric mindset.
• Hands‑on experience with web hosting platforms, DNS management, SSL/TLS certificates, and email server configuration.
• Proficiency with ticketing systems (e.g., Zendesk, Freshdesk) and live chat platforms.
• Basic understanding of web technologies: HTML, CSS, JavaScript, and server‑side scripting.
• Experience with WordPress or other CMS platforms, including theme and plugin troubleshooting.
• Comfortable using AI‑powered tools to enhance support workflows and customer interactions.
• Strong organizational skills, ability to manage multiple tickets simultaneously, and meet SLA targets.

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, or Microsoft Certified: Azure Fundamentals.
• Experience with cloud hosting environments (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Knowledge of web analytics tools (Google Analytics, Matomo) and performance monitoring (New Relic, Datadog).
• Prior exposure to AI or machine learning concepts applied to customer support.
• Experience working in a remote, distributed team with asynchronous communication.
• Background in customer success or account management within the tech industry.

Key Skills & Competencies

• Technical Acumen – Deep understanding of web hosting, DNS, email protocols, and CMS ecosystems.
• Communication Excellence – Ability to translate technical jargon into clear, concise guidance for non‑technical users.
• Problem‑Solving Mindset – Analytical thinking, resourcefulness, and a passion for finding root causes.
• Empathy & Patience – Providing calm, supportive assistance even under high‑pressure situations.
• Collaboration & Teamwork – Working effectively with cross‑functional teams to deliver holistic solutions.
• Adaptability – Thriving in a fast‑moving, AI‑driven environment with evolving tools and processes.
• Time Management – Prioritizing tasks, meeting deadlines, and maintaining high quality across multiple channels.

Career Growth & Learning Opportunities

At brighthush, we view career development as a shared journey. As a Senior Customer Experience Specialist, you’ll have access to:

• Mentorship programs with senior engineers, product managers, and AI specialists.
• Regular training sessions on the latest web technologies, AI tools, and industry best practices.
• Opportunities to transition into specialized roles such as Technical Account Manager, Product Support Engineer, or AI Integration Specialist.
• Participation in hackathons, innovation labs, and cross‑team projects that shape the future of web hosting.
• Clear career ladder with defined milestones, performance reviews, and promotion criteria.

Work Environment & Culture

Our culture is built on trust, respect, and a shared commitment to delivering meaningful work for our customers. Highlights include:

• Remote‑First Flexibility – Work from anywhere, with core hours that align with our global team.
• Inclusive & Diverse Team – A vibrant mix of backgrounds, perspectives, and expertise.
• Open Communication – Transparent decision‑making, regular town‑halls, and an open‑door policy.
• Continuous Innovation – Encouragement to experiment with AI tools, propose new ideas, and iterate quickly.
• Well‑Being Focus – Mental health resources, flexible PTO, and a supportive work‑life balance.

Compensation, Perks & Benefits

• Competitive base salary benchmarked against the market for remote tech support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off (PTO) and flexible holiday scheduling.
• Unlimited learning budget for courses, certifications, and conferences.
• Access to cutting‑edge AI tools and software subscriptions.
• Equity or stock‑option program (subject to role and location).
• Monthly wellness stipend and optional gym memberships.
• Regular virtual team events, hackathons, and community outreach initiatives.

Schedule & Availability

All shifts are aligned with Eastern Time (Toronto) to ensure smooth collaboration across our global team. Your primary availability will be during one of the following core windows:

• 2:00 AM – 10:00 AM
• 9:00 AM – 5:30 PM

We value flexibility and encourage you to discuss your preferred schedule with your manager to find the best fit.

How to Apply

If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced, AI‑driven environment, and are fluent in both French and English, we want to hear from you. Submit your resume, cover letter, and any relevant certifications through our career portal. Let’s build the future of web hosting together.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We provide accommodations for people with disabilities throughout the hiring process. If you require an accommodation, please let us know, and we will work with you to meet your needs.

Note on Location

This position is expected to be performed outside of Ontario. Candidates must be able to work within the specified Eastern Time windows.

Ready to Join brighthush?

Take the next step in your career by applying today. Join a team that values innovation, customer success, and personal growth. We look forward to welcoming you to brighthush!