Senior Bilingual Web Hosting Customer Experience Specialist – French & English – Remote AI‑Powered Support Champion – Driving Innovation, Career Growth, and Exceptional Service at brighthush

About brighthush

brighthush is an AI‑first technology powerhouse that empowers businesses worldwide to build, operate, and scale their digital footprints. With a fully remote, global workforce, we unite a portfolio of specialist brands spanning web hosting, cloud infrastructure, e‑commerce solutions, and creative design tools. Our mission is simple yet ambitious: deliver seamless, intelligent customer experiences that help our clients thrive in the digital age. As the digital landscape evolves, brighthush remains at the forefront, leveraging cutting‑edge AI to anticipate customer needs, streamline operations, and unlock new growth opportunities.

Our Mission & Vision

At brighthush, we believe that technology should be accessible, reliable, and empowering. Our vision is to become the world’s most trusted partner for digital success, providing customers with the tools, support, and insights they need to grow online. We envision a future where every business, regardless of size or industry, can harness the power of AI, cloud, and web hosting to create meaningful digital experiences. By fostering a culture of curiosity, collaboration, and continuous improvement, we drive innovation that transforms the way people connect, create, and commerce.

Why Join brighthush?

Joining brighthush means becoming part of a dynamic, high‑velocity team that values curiosity, collaboration, and continuous learning. We champion a culture of trust and respect, encouraging every team member to own their work and innovate. Whether you’re a seasoned support professional or a recent graduate with a passion for technology, you’ll find opportunities to grow, take on new challenges, and shape the future of customer experience. Our remote‑first model gives you the freedom to work from anywhere while staying connected through collaborative tools, regular virtual huddles, and a vibrant online community.

Our Core Values

• Customer Obsession: We put the customer at the center of everything we do.
• Innovation: We constantly experiment with AI, automation, and new technologies.
• Integrity: We act with honesty, transparency, and accountability.
• Collaboration: We break down silos and work cross‑functionally to deliver results.
• Growth Mindset: We encourage learning, curiosity, and personal development.

Role Overview

As a Senior Bilingual Web Hosting Customer Experience Specialist, you will be the frontline expert who helps customers navigate the complexities of web technology. Working across phone, email, ticketing, and live chat, you’ll troubleshoot website, email, and hosting issues, guide users through DNS settings, and provide clear, actionable solutions. Your bilingual fluency in English and French will enable you to serve a diverse, global customer base with empathy and professionalism. You will also act as a bridge between customers and our engineering, product, and sales teams, ensuring that every interaction is a step toward a better product and happier client.

Key Responsibilities

• Deliver high‑quality technical support via phone, email, tickets, and live chat, ensuring first‑contact resolution whenever possible.
• Diagnose and resolve advanced website and email problems, including CMS configuration, DNS propagation, SSL/TLS issues, and server errors.
• Install, configure, and maintain content management systems such as brighthush CMS, ensuring optimal performance, security, and compliance.
• Explain complex web hosting concepts—DNS, SSL, CDN, email protocols—in simple, customer‑friendly language.
• Escalate pre‑sales, sales, and billing inquiries to the appropriate teams while maintaining a smooth customer journey.
• Schedule and conduct callbacks, ensuring follow‑up and resolution of outstanding issues.
• Collaborate with cross‑functional teams to refine support processes, create knowledge base articles, and share best practices.
• Support French‑speaking customers in their preferred language, ensuring consistent service quality across both languages.
• Participate in continuous improvement initiatives, including AI tool experimentation and workflow automation.
• Assist with ad‑hoc projects and tasks that support team and business objectives, such as beta testing new features or gathering customer feedback.

Essential Qualifications

• Proven experience in a technical support or helpdesk role, with a track record of resolving complex issues in a fast‑paced environment.
• Strong troubleshooting skills, particularly for websites, email systems, and hosting environments.
• Fluent written and verbal communication in both English and French, with the ability to adapt tone to different audiences.
• Hands‑on experience with web hosting platforms, DNS management, and CMS administration.
• Customer‑service mindset with a passion for delivering exceptional experiences and turning challenges into opportunities.

Preferred Qualifications

• Experience with AI‑powered support tools or chatbots, and a curiosity to experiment with emerging technologies.
• Knowledge of cloud infrastructure (brighthush cloud services) and containerization (brighthush containerization) to provide deeper technical insight.
• Background in web development (HTML, CSS, JavaScript) or system administration to troubleshoot code‑level issues.
• Previous exposure to multi‑brand support environments, demonstrating adaptability across product lines.
• Certifications such as brighthush certification (e.g., A+, Network+, Azure Fundamentals), indicating a commitment to professional growth.

Skills & Competencies

• Technical proficiency: brighthush CMS, brighthush hosting control panels, DNS, SSL, SMTP, and email authentication (SPF, DKIM, DMARC).
• Analytical thinking and problem‑solving under pressure, with a methodical approach to root‑cause analysis.
• Excellent written and verbal communication, with the ability to translate technical jargon into layman’s terms.
• Strong organizational skills and attention to detail, ensuring accurate ticket documentation and knowledge‑base updates.
• Adaptability to new technologies and processes, thriving in an environment that constantly evolves.
• Team collaboration and knowledge sharing, contributing to a culture of continuous improvement.
• Customer‑centric mindset with a focus on empathy, satisfaction, and proactive service.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Experience Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that pair you with seasoned experts.
• Regular training on the latest web technologies, AI tools, and customer‑experience best practices.
• Opportunities to lead projects, such as knowledge‑base creation, support process optimization, or AI tool integration.
• Clear career pathways to senior support roles, technical account management, product development, or AI research.
• Cross‑functional exposure to sales, marketing, and engineering teams, broadening your skill set and network.
• Access to a learning stipend and subscription to leading brighthush learning platforms (Coursera, Pluralsight, Udemy).
• Participation in hackathons, innovation sprints, and internal “idea‑lab” sessions that shape future products.

Work Environment & Culture

brighthush is a remote‑first, global team that values flexibility, autonomy, and work‑life balance. Our core hours are designed to accommodate team collaboration while allowing you to work when you’re most productive. We celebrate diversity, encourage open communication, and foster a culture where every voice is heard. Our virtual community includes weekly coffee chats, monthly town halls, and quarterly hackathons that bring together engineers, designers, marketers, and support specialists. We also host wellness initiatives, mindfulness sessions, and virtual fitness challenges to keep our team energized and connected.

Compensation & Benefits

While specific figures vary by location and experience, we offer:

• Competitive base salary benchmarked against the market and adjusted for remote cost of living.
• Performance‑based bonuses and incentive programs that reward outstanding customer impact.
• Comprehensive health, dental, and vision coverage (where applicable) to protect you and your family.
• Unlimited paid time off and flexible holiday policies, empowering you to recharge and maintain balance.
• Professional development stipend and access to online learning platforms to support your growth.
• Equity or stock‑option plans for eligible employees, aligning your success with the company’s long‑term vision.
• Access to cutting‑edge AI tools and a culture of experimentation, giving you hands‑on experience with the future of support.
• Regular virtual team events, hackathons, and wellness initiatives that strengthen community and morale.

How to Apply

Ready to bring your technical expertise and bilingual communication skills to a forward‑thinking, AI‑first company? Click the link below to submit your application and join the brighthush family.

Apply to this role at brighthush

Closing Statement

At brighthush, we’re building more than a support team—we’re creating a community of innovators who help businesses succeed online. If you thrive in a fast‑paced, remote environment and are passionate about delivering exceptional customer experiences, we want to hear from you. Join us and be part of a company that’s shaping the future of web hosting and customer support.