Senior Italian‑Speaking Customer Care Specialist – Remote Streaming Platform Support for brighthush – Full‑Time (40 hrs/week) – Portugal

About brighthush

brighthush is a global pioneer in immersive streaming experiences, delivering award‑winning movies, series, documentaries, and live events to millions of viewers across continents. By marrying cutting‑edge technology with compelling storytelling, brighthush creates a seamless entertainment ecosystem that works on smartphones, smart TVs, tablets, and desktop browsers. Our mission is simple yet powerful: connect people to the stories that matter most, anytime, anywhere, while setting new standards for user experience and content quality.

Why Choose brighthush?

At brighthush, we recognize that extraordinary content deserves an equally extraordinary customer journey. Our people are the heart of that journey, and we invest heavily in their growth, wellbeing, and sense of belonging. Whether you are an industry veteran or an emerging talent, you will find a culture that champions collaboration, continuous learning, and a healthy work‑life balance. Diversity is celebrated, ideas are welcomed, and every voice has the opportunity to shape the future of entertainment.

Role Overview

We are seeking a Seasoned Italian‑Speaking Customer Care Specialist to join our remote support team based in Portugal. In this full‑time, 40‑hour per week position, you will serve as the first point of contact for Italian‑speaking subscribers, delivering timely, accurate, and friendly assistance across chat, email, and phone channels. You will operate within a 24/7 rotational schedule, covering shifts from 7 a.m. to 9 p.m. local time, Monday through Sunday, ensuring that our global audience always feels supported.

Key Responsibilities

• Deliver Outstanding Support: Respond to inbound inquiries via chat, email, and phone, resolving issues related to subscriptions, billing, account management, and technical troubleshooting with empathy and efficiency.
• Maintain High Satisfaction Scores: Leverage our CRM and knowledge‑base tools to provide consistent, high‑quality responses, aiming for a customer satisfaction rating of 95 % or higher.
• Escalate Complex Issues: Recognize when a problem requires escalation to technical, billing, or legal teams, ensuring a smooth handoff, thorough documentation, and diligent follow‑up.
• Collaborate with Cross‑Functional Teams: Partner with product, engineering, and marketing teams to report recurring issues, suggest product improvements, and contribute to the creation of self‑service resources.
• Adhere to Policies & Standards: Follow brighthush guidelines for data privacy, security, and brand voice, maintaining compliance with GDPR, local regulations, and internal quality standards.
• Continuous Improvement: Participate in regular training sessions, share best practices with peers, and help expand the knowledge base with new troubleshooting articles.
• Support Rotational Schedule: Commit to weekend, holiday, and rotating day‑off coverage, guaranteeing uninterrupted support for our worldwide subscriber base.
• Data‑Driven Insight Generation: Analyze ticket trends, generate reports, and provide actionable insights that help product teams prioritize enhancements.

Essential Qualifications

• Fluency in Italian: Native or near‑native proficiency in both spoken and written Italian, with the ability to convey complex technical concepts clearly.
• English Proficiency: Minimum B2 level in English (written and spoken) to collaborate effectively with international colleagues and understand internal documentation.
• Proven interpersonal and communication skills, with a calm, solution‑focused demeanor under pressure.
• Tech‑savvy mindset: quick learner of new tools, platforms, and troubleshooting processes.
• Current residence in Portugal, holding a valid EU passport, Portuguese residence permit, job‑seeker visa, or an expression of interest that permits remote work.
• Minimum 2 years of experience in a customer support role, preferably within the streaming, media, or SaaS industries.

Preferred Qualifications

• Direct experience supporting a streaming or subscription‑based service, with familiarity of common pain points such as playback errors, DRM issues, and account synchronization.
• Knowledge of video‑on‑demand (VOD) and live‑streaming technologies, including adaptive bitrate streaming, CDN behavior, and device compatibility.
• Hands‑on experience with CRM platforms such as Zendesk, Freshdesk, ServiceNow, or similar ticketing systems.
• Demonstrated understanding of GDPR, data protection best practices, and the ability to apply them in day‑to‑day interactions.
• Experience working in a fully remote environment, with a proven track record of self‑management and proactive communication.

Skills & Competencies

• Problem‑Solving: Ability to diagnose issues rapidly, think analytically, and propose effective, customer‑centric solutions.
• Time Management: Skillful handling of multiple tickets simultaneously while maintaining high quality and meeting SLA targets.
• Adaptability: Thrive in a fast‑paced, evolving environment where priorities shift based on product releases and subscriber trends.
• Team Player: Collaborative spirit that encourages knowledge sharing, cross‑departmental communication, and collective ownership of the customer experience.
• Attention to Detail: Precise documentation of interactions, accurate ticket categorization, and meticulous follow‑up to ensure issue resolution.
• Emotional Intelligence: Sensitivity to cultural nuances, especially when assisting Italian‑speaking customers, and the ability to de‑escalate tense situations.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as dynamic as the content we stream. As a Customer Care Specialist, you will have access to a robust development ecosystem designed to accelerate your growth:

• On‑the‑Job Training: Structured onboarding with senior support engineers, product managers, and quality assurance leads.
• Mentorship Programs: Pairing with experienced leaders who provide guidance, career advice, and performance feedback.
• Internal Mobility: Clear pathways to transition into technical support, quality assurance, product management, or marketing roles based on your interests and performance.
• Learning Stipend: Annual budget for courses, certifications (e.g., ITIL, Customer Success), or industry conferences.
• Performance Reviews: Quarterly and annual reviews that align personal goals with brighthush objectives, ensuring transparent career progression.
• Community of Practice: Participation in internal forums, hackathons, and innovation challenges that encourage creative problem‑solving.

Work Environment & Culture

Even though this role is fully remote, brighthush cultivates a vibrant, inclusive community that makes every employee feel connected:

• Weekly virtual team huddles to align on priorities, share wins, and celebrate milestones.
• Monthly all‑hands meetings where leadership shares company vision, product roadmaps, and financial updates.
• Virtual coffee breaks and “water‑cooler” channels that foster informal conversation across time zones.
• Digital collaboration hub (Slack, Microsoft Teams, Confluence) for real‑time communication, document sharing, and knowledge management.
• Quarterly virtual retreats and hackathons that spark innovation, teamwork, and friendly competition.
• Inclusive policies that champion diversity, equity, and belonging, ensuring every voice is heard and respected.
• Flexible working hours and a results‑oriented mindset that prioritizes output over clock‑watching.

Compensation, Perks & Benefits

While exact figures are tailored to experience and market benchmarks, brighthush offers a competitive total rewards package designed to support your professional and personal wellbeing:

• Base Salary: Aligned with industry standards for senior customer support roles in Portugal.
• Performance‑Based Bonuses: Incentives tied to key metrics such as CSAT, first‑contact resolution, and ticket volume.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and eligible dependents.
• Retirement Savings: Contribution‑matching plan to help you build long‑term financial security.
• Flexible PTO: Generous paid time off, plus additional days for holidays, personal events, and mental‑health breaks.
• Remote Work Stipend: One‑time allowance for ergonomic furniture, high‑speed internet, and home‑office accessories.
• Employee Assistance Program (EAP): Confidential counseling, legal advice, and financial planning resources.
• Learning & Development: Access to online libraries, webinars, and internal training modules.
• Wellness Initiatives: Virtual fitness classes, meditation sessions, and wellness challenges.

How to Apply

If you are passionate about delivering world‑class support, fluent in Italian, and eager to join a forward‑thinking entertainment leader, we want to hear from you. Please submit the following:

• Updated resume highlighting relevant experience and achievements.
• A concise cover letter (300 words max) explaining why you are the perfect fit for this role and how your background aligns with brighthush’s values.
• Any supporting documents such as certifications, language proficiency proof, or portfolio of customer‑service initiatives.

Click the button below to start your application journey. Our recruitment team reviews submissions on a rolling basis, so early applications are encouraged.

Apply to brighthush Today

Join brighthush – Where Every Customer Experience Matters

At brighthush, we are more than a streaming platform; we are a global community of storytellers, technologists, and customer advocates who believe that every interaction should feel personal, helpful, and memorable. If you thrive in a dynamic environment, love solving problems for millions of viewers, and are ready to make a tangible impact on the entertainment landscape, this is your opportunity. Apply now and become an essential part of the brighthush family.