Senior LATAM Customer Support Consultant – English‑Fluent, Remote – Championing Client Success, Driving Growth, and Innovating Support Excellence at brighthush, Global Pioneer in Intelligent Support‑as‑a‑Service

About brighthush

Since 2010, brighthush has been at the forefront of redefining customer support. We empower technology companies, fintech innovators, and consumer‑centric brands to deliver secure, scalable, and deeply personalized assistance that feels human, even at scale. With a presence in more than 30 countries and a multilingual network that spans over 60 languages, we help our partners create unforgettable customer experiences by blending cutting‑edge technology, actionable insights, and a people‑first culture.

Our portfolio includes industry pioneers—from fintech giants to wellness platforms—and we’re constantly expanding our footprint. If you thrive in a fast‑paced, multicultural environment, love solving problems, delighting customers, and advancing your career in a supportive, remote‑first setting, brighthush wants to hear from you.

Why Join brighthush?

• Remote‑First Flexibility: Work from anywhere while collaborating with a global team of experts.
• Impactful Work: Your support conversations directly influence the success of high‑profile clients and shape the future of customer experience.
• Continuous Learning: Access a wealth of training resources, mentorship programs, and industry certifications.
• Inclusive Culture: A diverse, respectful, and trust‑based environment where your voice matters.
• Competitive Compensation: Transparent, performance‑based pay in USD, with additional rewards for referrals and outstanding service.

Role Overview

As a Senior LATAM Customer Support Consultant, you will be the frontline advocate for our Spanish‑ and Portuguese‑speaking clients. You will ensure that every interaction is handled with professionalism, empathy, and efficiency, while also driving continuous improvement across the support organization.

Key Responsibilities

Customer Interaction & Issue Resolution

• Deliver exceptional support via live chat, email, and phone, addressing inquiries related to billing, product usage, and technical issues.
• Adhere to established service level agreements (SLAs) and follow precise escalation procedures to resolve complex or high‑priority tickets.
• Explain platform features, policies, and best practices to customers, providing clear context and actionable guidance.
• Conduct thorough research when information is missing, proactively seeking solutions, and documenting findings for future reference.

Collaboration & Process Improvement

• Collaborate with cross‑functional teams—engineering, product, and billing—to resolve issues and improve service quality.
• Maintain accurate, up‑to‑date records in our CRM and ticketing system, ensuring compliance with data privacy and security standards.
• Participate in continuous improvement initiatives, sharing insights, and contributing to knowledge base articles.
• Mentor junior support agents, providing feedback, and fostering a culture of excellence within the team.
• Analyze customer feedback and trend data to identify recurring pain points and recommend product or process enhancements.

Strategic Advocacy & Growth

• Act as a bridge between customers and cross‑functional teams—engineering, product, billing, and security—to resolve issues and drive continuous improvement.
• Represent the LATAM market in product roadmap discussions, ensuring that regional nuances and customer needs are reflected in future releases.
• Champion customer success stories, creating case studies and testimonials that showcase the value of our support services.

Essential Qualifications

• English Proficiency: C1 level or higher in both spoken and written communication.
• Experience: Minimum of 1 year in a customer support role, preferably with phone and chat experience.
• High‑Volume Environment: Proven ability to manage a fast‑paced, high‑volume workload while maintaining quality.
• Problem‑Solving: Strong analytical skills and the ability to troubleshoot and resolve issues efficiently.
• Communication: Clear, professional, and empathetic communication style that builds trust with customers.
• Technical Aptitude: Comfortable learning new tools and platforms quickly; basic understanding of SaaS products is a plus.
• Hardware & Connectivity: Personal laptop or desktop with at least 8 GB RAM and a stable internet connection (minimum 50 Mbps download / 40 Mbps upload).

Preferred Qualifications

• Experience with CRM or ticketing systems such as brighthush, brighthush, or brighthush.
• Familiarity with support best practices in the LATAM market, including local regulations and cultural nuances.
• Previous exposure to fintech, SaaS, or consumer technology products.
• Knowledge of Spanish or Portuguese to support bilingual customers.
• Certification in customer service or related fields.

Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help customers succeed and a commitment to delivering a positive experience.
• Adaptability: Ability to pivot quickly between tasks, tools, and priorities in a dynamic environment.
• Collaboration: Strong teamwork skills, comfortable working with remote colleagues across time zones.
• Attention to Detail: Meticulous record‑keeping and a focus on accuracy in every interaction.
• Time Management: Efficiently balancing multiple tickets while meeting SLA targets.
• Continuous Improvement: Proactive in identifying process gaps and suggesting enhancements.

Career Growth & Development

At brighthush, we believe that your professional growth is a shared journey. As a Senior Customer Support Consultant, you will have access to:

• Structured onboarding and mentorship programs that accelerate your learning curve.
• Regular performance reviews and clear career pathways, including opportunities to move into senior support roles, team lead positions, or specialized technical support tracks.
• Access to industry conferences, webinars, and internal knowledge‑sharing sessions.
• Support for certifications and continuing education, with a budget allocated for relevant courses.
• Cross‑functional projects that broaden your skill set and expose you to new areas of the business.
• Leadership development programs designed to prepare you for future managerial responsibilities.

Work Environment & Culture

brighthush thrives on a culture of trust, transparency, and empowerment. We value:

• No Time‑Tracking: We trust you to manage your own time and deliver results.
• Inclusive Collaboration: A diverse team that celebrates different perspectives and backgrounds.
• Health & Well‑Being: Flexible work hours, mental health resources, and a supportive internal health policy.
• Recognition & Rewards: Regular shout‑outs, peer recognition programs, and referral bonuses.
• Learning & Development: A culture that encourages experimentation, learning from failures, and celebrating successes.
• Global Community: Opportunities to connect with colleagues across continents through virtual meetups, hackathons, and cultural exchange events.

Compensation & Benefits

While specific terms will be outlined in your contract, you can expect:

• Competitive Base Salary: Paid in USD, commensurate with experience and performance.
• Performance Bonuses: Rewards for exceeding SLA targets and customer satisfaction metrics.
• Referral Program: Earn bonuses for bringing talented peers into the brighthush family.
• Health & Wellness: Access to virtual health consultations, wellness apps, and mental health support.
• Professional Development: Reimbursement for relevant courses, certifications, and industry events.
• Remote Work Stipend: Support for home office setup, including equipment and internet allowances.
• Paid Time Off: Generous vacation policy, sick leave, and personal days to recharge.
• Technology Allowance: Monthly stipend to upgrade your hardware or software as needed.

How to Apply

If you’re ready to join a forward‑thinking, customer‑centric organization that values your expertise and offers a truly remote experience, we encourage you to apply today. Bring your passion for problem‑solving, your commitment to excellence, and your desire to grow with a global leader in support services.

To submit your application, click the link below and complete the online form. We look forward to exploring how you can contribute to brighthush’s mission of delivering world‑class support to our clients worldwide.