Senior German‑Fluent Remote Customer Support Specialist – CRM & Ticketing Maestro – Championing Customer Success in Automotive E‑Commerce at brighthush

About brighthush: Pioneering the Future of Automotive E‑Commerce

brighthush is not just an online marketplace; it is the beating heart of a global community that brings together car enthusiasts, professional mechanics, and everyday drivers. Founded in Berlin with a vision to simplify the aftermarket experience, brighthush has evolved into a trusted platform that blends cutting‑edge technology with human‑centric support. Our mission is to make buying, selling, and maintaining automotive parts as effortless as a conversation with a friend.

As we expand across Europe and beyond, we are looking for a German‑Fluent Customer Support Specialist based in Kyiv who can become the voice of brighthush in the region. If you thrive on solving problems, enjoy working with technology, and want to be part of a company that is redefining how people interact with automotive products, this role is for you.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that every interaction is an opportunity to create lasting value. Our culture is built on three pillars: Impact, Innovation, and Growth. When you join our team, you’ll experience:

• Impactful Work: Every ticket you resolve, every conversation you lead, directly shapes customer satisfaction and brand loyalty. Your voice becomes part of the story that keeps millions of customers coming back.
• Remote Flexibility: Work from the comfort of your home in Kyiv while staying connected to a vibrant, global team that spans Europe, Asia, and the Americas.
• Career Growth: We invest heavily in employee development through mentorship, structured learning paths, and cross‑functional projects that open doors to senior roles.
• Diverse Team: Collaborate with colleagues from a wide range of cultural and professional backgrounds, enriching your perspective and fostering innovation.
• Innovation‑Driven Culture: At brighthush, we celebrate experimentation, data‑driven decision making, and continuous improvement.

Your Impact at brighthush

As a Senior German‑Fluent Remote Customer Support Specialist, you will be the frontline advocate for our customers. You will not only resolve issues but also shape the future of our support processes, influence product development, and help us build a community where every customer feels heard and valued.

Key Responsibilities

Your day‑to‑day tasks will include:

• Handle inbound customer inquiries via phone, email, and live chat in German and English, ensuring a high level of professionalism and empathy.
• Log, track, and resolve tickets using our CRM platform, maintaining accurate and up‑to‑date records.
• Escalate complex issues to the appropriate internal teams (technical, logistics, finance) while keeping the customer informed of progress.
• Identify recurring problems and collaborate with product and engineering teams to propose and implement solutions.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and best‑practice guides.
• Participate in continuous improvement initiatives, including process reviews, quality audits, and customer satisfaction surveys.
• Support the onboarding of new team members by sharing insights, providing training, and mentoring junior colleagues.
• Track and report on key performance indicators (KPIs) such as ticket volume, resolution time, and customer satisfaction scores.
• Actively contribute to a culture of knowledge sharing by attending and presenting at internal workshops.

Essential Qualifications

• Native‑level fluency in German and strong written and spoken English skills.
• Minimum of 1 year of experience in a customer support or help‑desk role, preferably in e‑commerce or automotive sectors.
• Proficiency with CRM and ticketing systems (e.g., our ticketing platform).
• Strong problem‑solving skills and the ability to think critically under pressure.
• Excellent communication skills, with a knack for turning complex information into clear, concise explanations.
• Self‑motivated, organized, and able to manage multiple priorities in a fast‑paced environment.
• Experience with data analysis tools (Excel, Google Sheets) and basic reporting.

Preferred Qualifications

• Experience working in a remote or distributed team setting.
• Knowledge of automotive terminology, aftermarket parts, or vehicle maintenance.
• Experience with multilingual support or handling customers from diverse cultural backgrounds.
• Previous exposure to agile methodologies or cross‑functional project management.
• Familiarity with customer success metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES).

Core Competencies & Skills

• Customer‑centric mindset with a passion for delivering exceptional service.
• Adaptability and resilience in the face of changing priorities.
• Strong analytical and troubleshooting abilities.
• Team player who thrives in collaborative, cross‑functional environments.
• Proactive communication and the ability to articulate complex ideas simply.
• Time‑management skills and the ability to meet or exceed performance targets.

Career Growth & Learning Pathways

At brighthush, we believe that learning is a lifelong journey. As a Customer Support Specialist, you will have access to:

• Structured learning paths that cover technical knowledge of our platform, industry trends, and soft‑skill development.
• Mentorship programs pairing you with senior leaders across product, engineering, and operations.
• Cross‑functional projects that allow you to work alongside teams in product management, marketing, and data analytics.
• Regular feedback loops and performance reviews that help you identify growth areas and set clear career goals.
• Opportunities to transition into roles such as Customer Success Manager, Product Support Lead, or Operations Analyst.

Work Environment & Culture at brighthush

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

• Transparent communication through weekly all‑hands meetings and real‑time collaboration tools.
• A culture of psychological safety where every voice is heard and valued.
• Regular virtual team‑building events, hackathons, and knowledge‑sharing sessions.
• A focus on work‑life balance, with flexible hours and generous paid time off.
• Inclusive hiring practices that celebrate diversity in all its forms.

Compensation, Perks & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with market standards for remote customer support roles in the automotive e‑commerce space.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible work hours and the ability to work from any location within your time zone.
• Professional development budget for courses, certifications, and conferences.
• Access to a company‑wide learning platform with courses on product knowledge, customer success, and leadership.
• Employee referral program and recognition initiatives that celebrate outstanding contributions.

How to Apply

If you are ready to bring your German language skills, customer‑centric mindset, and passion for automotive e‑commerce to a forward‑thinking team, we would love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Join brighthush and help us create a world where every automotive customer feels heard, supported, and empowered.