Senior German‑English Customer Support Advisor – Remote (Portugal) – Bilingual Specialist in Digital Customer Experience

About brighthush and the Opportunity

brighthush is a trailblazer in the digital customer experience arena, helping brands worldwide create seamless, omnichannel interactions that delight and retain customers. With a footprint in more than 30 countries, we blend cutting‑edge technology, data‑driven insights, and a passion for service excellence to empower our clients to connect with their audiences in meaningful ways. As we expand our footprint in the German‑speaking market, we’re on the hunt for a dynamic German‑English Customer Support Advisor who thrives in a fast‑paced, remote environment and can elevate our service standards to new heights.

Why This Role Is a Game‑Changer

• Shape Brand Perception – Every interaction you manage directly influences how customers view our brand and determines their loyalty.
• Remote Freedom – Work from the comfort of your home in Portugal while staying connected to a vibrant, international team.
• Career Momentum – Access to continuous learning, mentorship, and clear pathways to senior roles within the customer experience domain.
• Diverse, Inclusive Culture – A collaborative environment that celebrates diversity, encourages creative problem‑solving, and values every voice.
• Competitive Rewards – Market‑aligned salary, performance bonuses, and a comprehensive benefits package that supports your well‑being.

Key Responsibilities

As the frontline ambassador for brighthush’s German‑speaking clientele, you will:

• Maintain a positive, empathetic, and professional tone in every customer interaction.
• Respond swiftly to inquiries via email, phone, and live chat, ensuring high quality and timely resolution.
• Diagnose and resolve complaints, escalating complex issues to the appropriate teams when necessary.
• Deliver in‑depth product knowledge, guiding customers through solutions and best practices.
• Process orders, forms, applications, and special requests with meticulous accuracy.
• Document all interactions, transactions, comments, and complaints in our CRM system, ensuring data integrity.
• Collaborate cross‑functionally with sales, product, and technical support to resolve intricate customer challenges.
• Provide constructive feedback on service processes, suggesting improvements that enhance efficiency and customer satisfaction.
• Lead a small team of junior customer service representatives, including coaching, performance reviews, and scheduling.
• Drive overall customer satisfaction, contributing to our Net Promoter Score (NPS) targets and service level agreements (SLAs).

Essential Qualifications

• Native or near‑native proficiency in German (written and spoken).
• Strong command of English (minimum B2 level).
• Proven experience in a customer‑facing role, ideally in B2B or B2C environments.
• Excellent communication skills, with the ability to convey complex information clearly and concisely.
• Proficiency with customer support tools (Zendesk, Freshdesk, Intercom, or similar) and CRM systems.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Self‑motivated, organized, and capable of managing multiple priorities in a remote setting.
• Availability to work from a quiet, dedicated home office that meets our technical requirements.

Preferred Qualifications

• Experience handling public sector clients or government agencies.
• Prior experience managing a team of customer support agents.
• Knowledge of the e‑commerce or SaaS industry.
• Familiarity with data privacy regulations (GDPR, CCPA).
• Additional language skills (e.g., French, Spanish).

Skills & Competencies for Success

• Customer‑Centric Mindset – Always putting the customer first and striving to exceed expectations.
• Adaptability – Quickly adjusting to new processes, tools, and evolving customer needs.
• Collaboration – Working effectively with remote teammates across time zones.
• Analytical Thinking – Using data to identify trends, root causes, and opportunities for improvement.
• Time Management – Prioritizing tasks to meet SLA targets while maintaining quality.
• Conflict Resolution – Turning challenging situations into positive outcomes.
• Continuous Learning – Staying up‑to‑date with industry best practices and product updates.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a German Customer Support Advisor, you will have the chance to:

• Progress to a Senior Support Specialist or Team Lead role.
• Transition into product management, quality assurance, or customer success.
• Participate in leadership training programs and mentorship initiatives.
• Attend industry conferences, webinars, and workshops at no cost.
• Contribute to internal knowledge bases, process documentation, and training materials.

Work Environment & Company Culture

brighthush fosters a culture of transparency, innovation, and mutual respect. Our remote teams are supported by:

• Regular virtual town halls and team‑building events.
• Open communication channels (Slack, Microsoft Teams, Zoom).
• Inclusive policies that celebrate diversity and encourage work‑life balance.
• Access to a digital wellness program, including mental health resources and flexible scheduling.
• A commitment to sustainability, with initiatives to reduce carbon footprint and support local communities.

Compensation, Perks, and Benefits

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

• Base salary aligned with market standards for German‑speaking support roles in Portugal.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health and dental insurance coverage.
• Paid time off, including vacation, sick leave, and public holidays.
• Home‑office stipend to cover equipment, internet, and utilities.
• Professional development budget for courses, certifications, and conferences.
• Employee referral program and recognition awards.

How to Apply

If you’re ready to bring your German language expertise, customer‑service passion, and remote work experience to a forward‑thinking organization, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Customer Support team.

To apply, click the link below and complete the online application. We look forward to exploring how you can contribute to our mission of delivering exceptional customer experiences worldwide.