Senior German‑Language Customer Support Specialist – Remote (Bulgaria) – Leading Digital Transformation, Compliance, and Citizen‑Centric Service Excellence for Public Sector Clients at brighthush

About brighthush

brighthush is a trailblazing technology partner dedicated to empowering public institutions across Germany with secure, legally compliant digital platforms. Our portfolio spans document‑automation, real‑time communication, and workflow modernization tools that help municipalities, state agencies, and federal bodies deliver faster, more transparent services to citizens. At the heart of our mission is a simple yet powerful promise: to make public service accessible, efficient, and citizen‑friendly through cutting‑edge technology.

Why This Role Is a Game‑Changer

Public sector organizations sit at the core of societal well‑being. As they transition from legacy paper‑based processes to digital ecosystems, the demand for skilled support specialists who can bridge technology and people has never been higher. In this role you will be the voice of brighthush’s German‑speaking users, ensuring that every municipality, agency, and citizen can harness the full power of our platforms.

What makes this opportunity truly special is the blend of remote flexibility, professional growth, and the chance to contribute to a meaningful societal change—all while working from the comfort of your home in Bulgaria.

Your Impact at brighthush

As a Senior German‑Language Customer Support Specialist, you will:

• Serve as the primary liaison between brighthush’s innovative software and its German‑speaking users.
• Drive adoption, satisfaction, and success metrics for a portfolio of 15–20 public‑sector accounts.
• Translate complex technical concepts into clear, actionable guidance for users at all levels.
• Influence product development by feeding real‑world feedback into the roadmap.
• Champion compliance, data protection, and regulatory adherence in every interaction.

Key Responsibilities

Structured Onboarding & Knowledge Transfer

Participate in a comprehensive 2‑week onboarding program in Germany to master our platform, internal processes, and the unique needs of public‑sector clients. This includes hands‑on labs, shadowing senior specialists, and a final assessment to ensure readiness.

Client Support & Adoption

Act as the main point of contact for German municipalities, guiding them through setup, configuration, and day‑to‑day use of our digital solutions. Manage a portfolio of 15–20 active accounts, ensuring high satisfaction scores and proactive engagement.

Training & Documentation

Create clear, concise training materials—user guides, FAQs, video tutorials—and conduct live or recorded training sessions tailored to different user groups, from frontline clerks to IT administrators.

Issue Resolution

Diagnose and troubleshoot user problems, escalating complex cases to the technical team while ensuring timely, professional communication. Use our ticketing system to track progress and maintain a knowledge base for recurring issues.

Process Improvement

Gather user feedback, identify pain points, and collaborate with product and engineering teams to refine features and workflows. Your insights will shape the next release roadmap.

Compliance & Data Protection

Adhere to GDPR and other regulatory requirements, ensuring that all user interactions and data handling meet the highest standards. Stay updated on evolving public‑sector regulations.

Project Management

Follow a defined project blueprint, track progress in Jira, and document outcomes in Confluence to maintain transparency and consistency across the team.

Cross‑Functional Collaboration

Work closely with sales, marketing, and product teams to align support strategies with broader business objectives. Participate in weekly syncs and ad‑hoc workshops.

Essential Qualifications

• German language proficiency at C1 level or higher (written and spoken).
• Academic background in business administration, management, business informatics, foreign languages, or a related field.
• Demonstrated ability to communicate complex technical concepts in a clear, approachable manner.
• Basic IT literacy and a proven track record of quickly mastering new software tools.
• Structured, reliable, and independent work style with a strong sense of ownership.
• Professional demeanor and a customer‑centric mindset.

Preferred (Nice to Have)

• Prior experience supporting public‑sector organizations or working within a governmental context.
• Familiarity with formal communication protocols used by municipalities and state agencies.
• Experience with Jira, Confluence, or similar project management and documentation platforms.
• Knowledge of GDPR, e‑procurement, or other public‑sector regulatory frameworks.

Core Skills & Competencies

• Communication: Exceptional verbal and written German, with the ability to translate technical jargon into everyday language.
• Problem‑Solving: Analytical mindset, proactive troubleshooting, and a knack for turning challenges into opportunities.
• Adaptability: Comfortable navigating evolving processes and technologies in a fast‑moving environment.
• Collaboration: Team player who thrives in cross‑functional settings and values diverse perspectives.
• Time Management: Ability to juggle multiple client accounts while meeting deadlines and maintaining high service quality.
• Customer Focus: Passion for delivering exceptional support and building lasting relationships with users.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a partnership. As a Customer Support Specialist, you will have access to:

• Regular training sessions on new product releases, industry trends, and best practices in public‑sector digital transformation.
• Mentorship from senior product managers and technical leads, providing insights into the full product lifecycle.
• Opportunities to transition into product management, technical support engineering, or client success roles as you gain experience.
• Participation in cross‑departmental projects that shape the future of public‑sector technology.
• Annual performance reviews that align your career goals with the company’s strategic objectives.
• Access to a learning budget for certifications, conferences, and online courses relevant to public‑sector technology and customer success.

Work Environment & Culture at brighthush

Our culture is built on three pillars: innovation, integrity, and inclusivity. We foster a collaborative atmosphere where every voice matters, and ideas are celebrated. Even though we operate fully remotely, we maintain a strong sense of community through:

• Weekly virtual coffee chats and team stand‑ups to keep the pulse of the team.
• Monthly all‑hands meetings featuring product updates, success stories, and industry insights.
• Annual virtual retreats that combine learning sessions with team‑building activities.
• Open‑door policy—our leadership team is always reachable for feedback, questions, or brainstorming.
• Inclusive hiring practices that welcome talent from all backgrounds and regions.

Compensation, Perks, and Benefits

• Competitive Salary: Market‑aligned remuneration that reflects your experience and the value you bring to our clients.
• Remote Work Flexibility: 100% remote from anywhere in Bulgaria, with core hours of 09:00–18:00 to ensure collaboration across time zones.
• Hardware Package: Company‑provided laptop, monitor, headset, and ergonomic accessories to support a productive home office.
• Health & Wellness: Comprehensive health insurance options and a wellness stipend to support your physical and mental well‑being.
• Paid vacation, public holidays, and a generous sick leave policy.
• Professional development budget for courses, certifications, and conferences.
• Performance bonuses tied to client satisfaction metrics and project milestones.
• Flexible work‑from‑home stipend to cover internet and utilities.

How to Apply

Ready to bring your German language skills and customer‑support expertise to a role that makes a real difference? Join brighthush and help municipalities across Germany deliver better services to their citizens—all while enjoying the flexibility of remote work from Bulgaria. Apply today and become a catalyst for digital transformation in the public sector.