Senior Multilingual Customer Success Specialist – Polish, English & Russian – Remote IT Support & Training Lead – Champion Global Customer Delight & Innovation at brighthush

Welcome to brighthush – Where Customer Delight Meets Innovation

brighthush is more than a technology provider; it’s a global movement that reimagines how businesses connect with their customers. With a presence in over 30 countries, we empower organizations to transform every interaction into a memorable, data‑driven experience. By blending artificial intelligence, advanced analytics, and human‑centric design, our platform delivers customer journeys that feel intuitive, personalized, and delightfully efficient.

At brighthush, innovation is not a buzzword – it’s embedded in our DNA. We invest heavily in research, partner with leading universities, and host hackathons that bring together engineers, designers, and customer success leaders. The result is a product suite that adapts in real time, scales effortlessly, and grows with the evolving needs of our clients. Whether you’re a seasoned professional or an ambitious newcomer, you’ll find a culture that rewards curiosity, celebrates experimentation, and rewards results.

Role Overview

As a Senior Multilingual Customer Success Specialist, you will be the bridge between our clients and the brighthush platform. You’ll own the end‑to‑end customer experience, from onboarding and training to ongoing support and advocacy. This role is perfect for someone who thrives in a fast‑paced, remote environment, loves coaching, and is fluent in Polish, English, and Russian. You will collaborate closely with product, engineering, and support teams to ensure that every customer interaction reflects our commitment to excellence.

Key Responsibilities

• Strategic Leadership: Craft and continuously refine a customer mission statement that aligns with brighthush’s corporate strategy, driving a culture of service excellence across all touchpoints.
• Training & Enablement: Design, implement, and iterate on scalable training programs for remote teams, ensuring every team member can deliver top‑tier support and product knowledge.
• Performance Management: Analyze customer service metrics, set performance standards, and build dashboards that provide actionable insights to stakeholders.
• Call & Ticket Management: Oversee inbound and outbound calls, manage missed calls, and triage support tickets to guarantee timely resolution and high customer satisfaction.
• Product Advocacy: Stay abreast of application updates, guide the team through new features, and provide structured feedback to product owners to influence roadmap decisions.
• Quality Assurance: Reproduce bugs, test new features before deployment, and document findings to improve product stability and user experience.
• Documentation: Create clear, concise, and user‑friendly documentation that empowers customers and internal teams alike, including knowledge base articles, video tutorials, and quick‑start guides.
• Customer Engagement: Assist users, answer complex queries, and provide diplomatic, patient support across all languages, ensuring a consistent brand voice.
• Continuous Improvement: Update procedures promptly, adapt to new industry trends, and share best practices with the broader organization to elevate overall service quality.
• Cross‑Functional Collaboration: Partner with marketing, sales, and product teams to align customer success initiatives with broader business objectives.

Essential Qualifications

• Minimum 1 year of experience in an IT or SaaS customer support environment, preferably in a multilingual setting.
• Fluency in Polish, English, and Russian – both written and spoken – with the ability to switch seamlessly between languages.
• Proven ability to teach, engage, and lead remote teams, including experience with virtual training tools and learning management systems.
• Experience designing scalable training practices and processes for distance learning.
• Strong analytical skills with the ability to interpret data, identify trends, and provide clear, unbiased feedback.
• Excellent organizational skills and a knack for planning work efficiently, even under tight deadlines.
• Solid understanding of computers, networks, and CRM software (e.g., Salesforce, Zendesk).
• Rapid learner who can absorb new industry, product, or technical knowledge quickly.
• Flexibility to adapt to changing schedules and time zones, ensuring coverage across our global client base.
• University degree is a plus but not mandatory; relevant certifications or training are highly valued.

Preferred Qualifications

• Experience with customer success platforms such as Gainsight, Totango, or similar.
• Background in quality assurance or software testing, with a keen eye for detail.
• Knowledge of data analytics tools (e.g., Tableau, Power BI, Looker) to create insightful reports.
• Experience in a multicultural, multilingual environment, managing diverse teams.
• Certifications in customer success, coaching, or related fields (e.g., Certified Customer Success Manager).

Skills & Competencies

• Communication: Exceptional verbal and written communication across three languages, with the ability to tailor messages for technical and non‑technical audiences.
• Problem‑Solving: Ability to diagnose issues quickly, think critically, and propose effective solutions that align with business goals.
• Empathy & Diplomacy: Patience and tact when dealing with diverse customer personalities, ensuring a positive experience even in challenging situations.
• Technical Proficiency: Comfortable navigating CRM systems, ticketing tools, collaboration platforms, and basic scripting or data manipulation.
• Leadership: Inspiring remote teams, fostering collaboration, and driving continuous improvement through mentorship and coaching.
• Adaptability: Thrives in a fast‑changing environment, embraces new challenges, and quickly pivots to meet evolving priorities.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high quality under pressure, balancing multiple projects simultaneously.

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. We provide a clear, structured career path and a wealth of learning resources to help you reach your full potential.

• Structured mentorship programs with senior leaders across product, engineering, and customer success.
• Regular training workshops on the latest industry trends, emerging technologies, and best practices in customer experience.
• Opportunities to lead cross‑functional projects, influence product direction, and shape the future of our platform.
• Clear progression from Customer Success Specialist to Manager, Director, and VP roles, with transparent performance metrics.
• Support for certifications, advanced education, and attendance at global conferences and events.
• Access to a global network of experts, thought leaders, and peer communities through our internal knowledge hub.

Work Environment & Culture

brighthush is built on a culture of openness, innovation, and mutual respect. Our remote‑first approach means you can work from anywhere while staying connected through a vibrant digital ecosystem.

• Weekly virtual town halls and team check‑ins to keep everyone aligned and engaged.
• Collaborative tools like Slack, Microsoft Teams, and Miro for real‑time communication and brainstorming.
• Flexible working hours that accommodate multiple time zones, ensuring you can balance personal commitments with professional responsibilities.
• A vibrant community of professionals who celebrate successes, learn from challenges, and support one another’s growth.
• Regular virtual social events, hackathons, and wellness sessions to foster camaraderie and well‑being.

Compensation & Benefits

While specific figures vary by experience and location, brighthush offers a competitive salary that reflects your expertise and contributions. In addition to a base salary, we provide a comprehensive benefits package designed to support your health, growth, and work‑life balance.

• Performance‑based bonuses and equity opportunities that reward your impact on the business.
• Comprehensive health, dental, and vision plans for you and your dependents.
• Unlimited paid time off, allowing you to recharge and maintain peak performance.
• Generous parental leave policy for new parents, ensuring a smooth transition back to work.
• Annual professional development stipend to fund courses, certifications, or conferences.
• Access to a global network of events, workshops, and industry meet‑ups.
• Wellness programs, including virtual fitness classes, mindfulness sessions, and mental health resources.
• Flexible work arrangements, including the option to work from any location that suits your lifestyle.

How to Apply

If you’re ready to bring your passion for customer success to a company that values innovation, teamwork, and continuous learning, we’d love to hear from you. Click “I’m Interested” below and submit your application.

In your cover letter, tell us why you’re the perfect fit for this role and how you can help brighthush continue to delight customers worldwide. Highlight specific achievements, such as successful multilingual training initiatives, metrics improvements, or product advocacy stories.

Ready to Join the brighthush Family?

Our employees are our pride and our most valuable asset. If you dream of working in a fun, open‑structured environment with solid management and a culture that values integrity, perfection, and family, brighthush is the place for you. We’re young, ambitious, and dedicated to achieving success together. Join us and help us conquer the world—one satisfied customer at a time.

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