Senior Customer Service & Virtual Assistant – E‑Commerce Operations, Multilingual Support, and Order Fulfillment

About brighthush

brighthush is a forward‑thinking e‑commerce powerhouse that thrives on delivering exceptional customer experiences across a growing portfolio of brands. With a strong presence in Lebanon and ambitious plans to expand throughout the GCC, brighthush is launching a new clothing line that will set new standards for style, quality, and service. Our culture is built on ownership, rapid learning, and unwavering professionalism—even in the most demanding moments. As we scale, we empower high‑performing team members to take on broader responsibilities, cross‑functional projects, and leadership roles.

Why This Opportunity Matters

Customer service is the heartbeat of any successful online business. At brighthush, you will be the frontline ambassador who turns first‑time shoppers into lifelong advocates. Your daily interactions will directly influence key metrics such as order completion rates, product reviews, repeat purchase frequency, and overall brand sentiment. This role is not just about answering messages; it’s about creating a seamless, trust‑building journey from the first click to the last delivery.

Key Responsibilities

• Multichannel Customer Engagement: Manage conversations on WhatsApp, email, and live chat with professionalism, empathy, and speed.
• Order Management: Accurately process orders, verify shipping details, and ensure all required information is captured in our Shopify system.
• Cancellation Recovery: Identify reasons for order cancellations, engage customers to understand their concerns, and recover orders whenever possible.
• Fulfillment Coordination: Liaise with fulfillment and delivery partners to resolve delays, track shipments, and keep customers informed.
• Data Integrity: Maintain up‑to‑date customer and order records in shared Google Sheets and internal CRM tools.
• Upsell & Cross‑Sell Initiatives: Conduct outbound calls and messages to request product reviews, recommend complementary items, and drive additional revenue.
• Social Media Moderation: Monitor comments on paid ads and social posts, responding promptly while preserving the brand’s professional image.
• Virtual Assistant Duties: Provide reliable administrative support—calendar management, report generation, and ad hoc tasks—to keep the team running smoothly.

Performance Metrics

Your success will be measured by:

• Quality of customer interactions (tone, clarity, problem resolution)
• Accuracy and completeness of order data
• Order fulfillment rate and cancellation recovery percentage
• Customer satisfaction scores and review volume
• Proactive ownership of daily operations and initiative taken

Essential Qualifications

• Lebanese national, currently residing in Lebanon, with native Arabic proficiency.
• Fluent in English and French (written and spoken).
• Minimum 1–2 years of customer service experience in an e‑commerce environment, with hands‑on Shopify usage.
• Proficiency in CRM systems, Microsoft Excel, and Google Sheets.
• Comfortable and confident in phone and video communication with customers.
• Strong organizational skills and the ability to manage multiple priorities in a fast‑paced setting.

Preferred Attributes

• Polite, professional communication style, even during challenging interactions.
• Calm, composed, and solution‑oriented under high‑volume conditions.
• Empathy paired with clear, actionable guidance.
• Rapid learner who can adapt to new processes and technologies.
• Self‑motivated, disciplined, and reliable—no constant supervision required.
• Proactive initiative: taking ownership of tasks before being assigned.
• Long‑term career ambition in customer service and e‑commerce operations.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. High performers will have a clear pathway to:

• Senior Customer Service Representative – leading complex cases and mentoring junior staff.
• Head of Customer Service – overseeing the entire customer support function across multiple brands and regions.
• Cross‑functional roles in product, marketing, and operations as the company expands into new markets and product lines.

We provide continuous training in Shopify, CRM best practices, conflict resolution, and upselling techniques. You will also gain exposure to data analytics, customer journey mapping, and strategic planning—skills that are highly transferable across the e‑commerce ecosystem.

Work Environment & Company Culture

brighthush fosters a collaborative, inclusive, and high‑energy atmosphere. Our team values:

• Ownership: Every team member is empowered to make decisions that benefit the customer and the business.
• Learning: Regular workshops, peer‑to‑peer knowledge sharing, and access to industry resources.
• Transparency: Open communication channels with leadership and clear visibility into company goals.
• Work‑Life Balance: Structured hours with a dedicated two‑hour break, and flexible remote work options where feasible.

Compensation & Benefits

We offer a competitive base salary ranging from $500 to $600 per month, supplemented by performance bonuses tied to order completion targets. Each qualifying order above the threshold earns an additional bonus, rewarding your direct impact on revenue.

Benefits include:

• Full‑time employment with a stable schedule (9:00 AM – 6:00 PM, 2‑hour break).
• Health and wellness stipend.
• Professional development budget.
• Employee referral program.
• Inclusive and supportive workplace culture.

Ready to Take Ownership?

If you are passionate about turning customer interactions into lasting loyalty, thrive in a dynamic e‑commerce environment, and aspire to grow into a leadership role, brighthush invites you to join our team. Bring your multilingual communication skills, Shopify expertise, and a proactive mindset, and help us elevate the customer experience to new heights.

Apply now and become a pivotal part of brighthush’s journey to redefine e‑commerce excellence across the GCC and beyond.

Originally posted on