Senior Multilingual IT Support Specialist (German & English) – E‑Commerce Customer Success Champion – Remote, Mid‑Level, Full‑Time – Empowering Global Sellers at brighthush – Join Our Innovative, Remote‑First Team

Welcome to brighthush – Where Innovation Meets Customer Success

At brighthush, we’re not just building an e‑commerce platform; we’re crafting a global ecosystem that empowers merchants to thrive in a digital world that’s constantly evolving. Our all‑in‑one solution automates inventory, streamlines shipping, and delivers a seamless customer experience across marketplaces and niche platforms. With a presence on every continent, we’re on a mission to remove the technical barriers that hold sellers back, allowing them to focus on product innovation, customer delight, and market expansion.

Why Your Next Career Move Should Be with brighthush

Remote‑First Culture – Work from anywhere while staying connected through weekly virtual town halls, daily stand‑ups, and real‑time collaboration tools. Growth‑Focused Pathways – Structured onboarding, mentorship, and clear career ladders from Support Specialist to Team Lead, Product, or Engineering roles. Innovation at Scale – Contribute to product roadmaps, beta testing, and feature prioritization that shape the industry. Diverse & Inclusive Environment – Celebrate different perspectives, backgrounds, and ideas in a culture that values transparency and autonomy. Competitive Compensation & Perks – Salary aligned with industry standards, performance bonuses, health benefits, unlimited PTO, and continuous learning opportunities.

Our Mission: Empower Every Seller to Succeed

brighthush was founded on the belief that every entrepreneur, regardless of size or location, deserves a seamless, scalable platform to grow their business. We partner with a variety of marketplaces, providing a unified interface that eliminates friction and unlocks new revenue streams. Our mission is to remove the technical barriers that hold sellers back, allowing them to focus on product innovation, customer delight, and market expansion.

Role Overview – Your Impact at brighthush

As a Senior Multilingual IT Support Specialist, you will be the frontline advocate for our global customer base. Your day‑to‑day tasks will include diagnosing and resolving technical issues, collaborating with cross‑functional teams, and continuously improving our support processes. You’ll play a pivotal role in ensuring that merchants worldwide can focus on growing their businesses while we handle the technical intricacies.

Key Responsibilities – What You’ll Do Every Day

• Deliver timely, high‑quality support to German‑speaking and English‑speaking customers across multiple channels (email, chat, phone).
• Diagnose and troubleshoot technical issues related to order processing, shipping integrations, inventory synchronization, and platform configuration.
• Collaborate with Product, Engineering, and Quality Assurance teams to identify root causes and implement long‑term solutions.
• Maintain and expand the internal knowledge base, ensuring that documentation is accurate, up‑to‑date, and accessible to both customers and teammates.
• Monitor system health and performance metrics, proactively flagging potential bottlenecks or recurring problems.
• Participate in on‑call rotations and incident response as part of our 24/7 support model.
• Contribute to continuous improvement initiatives, such as process automation, self‑service enhancements, and customer journey mapping.
• Act as a liaison between customers and engineering, translating technical details into clear, actionable insights.
• Track and report on key support metrics, providing insights that drive service quality and operational efficiency.
• Engage in regular knowledge‑sharing sessions with the broader support team to elevate collective expertise.
• Assist in the onboarding of new support agents, providing mentorship and hands‑on training.

Essential Qualifications – What We Expect

• Minimum of 3 years in an e‑commerce or tech‑support environment, with a proven track record of resolving complex customer issues.
• Fluency in German (B2+/C1) and English (B2+), with excellent written and verbal communication abilities in both languages.
• Strong analytical mindset and problem‑solving skills, capable of dissecting multifaceted technical challenges.
• Experience working with major marketplaces and leading shipping carriers, as well as integration with third‑party services.
• Proficiency in using customer support platforms and remote‑support tools.
• Self‑driven, organized, and detail‑oriented, with the ability to manage multiple priorities in a fast‑paced environment.
• Comfortable with communication platforms and a flexible schedule that may include occasional evenings or weekends.

Preferred Qualifications – What Will Set You Apart

• Experience with API integrations and basic scripting (Python, JavaScript).
• Knowledge of e‑commerce analytics platforms and data‑driven decision making.
• Prior exposure to SaaS product support or a customer success role.
• Certifications in industry‑standard IT support frameworks or related fields.
• Previous remote work experience in a distributed team environment.
• Experience with incident management tools such as incident‑response platforms.

Skills & Competencies – The Building Blocks of Success

• Exceptional communication skills in both German and English.
• Strong analytical and troubleshooting abilities.
• Proficiency with support ticketing systems and remote‑support tools.
• Ability to translate technical jargon into clear, actionable guidance for non‑technical stakeholders.
• Self‑motivation and a proactive approach to problem resolution.
• Adaptability to fast‑changing environments and evolving product features.
• Team‑player mindset with a collaborative spirit.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Senior Support Specialist, you’ll have the chance to:

• Lead cross‑functional projects that influence product direction.
• Mentor junior agents and shape the next generation of support talent.
• Transition into specialized roles such as Product Management, Engineering, or Customer Success Leadership.
• Participate in continuous learning programs, including certifications, workshops, and industry conferences.
• Contribute to open‑source initiatives and community forums that drive industry standards.

Work Environment & Company Culture

brighthush thrives on a culture of transparency, autonomy, and collaboration. Our remote‑first approach means you’ll have the flexibility to work from anywhere while staying connected through:

• Weekly virtual town halls that keep everyone aligned on company goals.
• Daily stand‑ups for quick check‑ins and sprint planning.
• Real‑time collaboration tools such as Slack, Zoom, and Notion.
• Regular knowledge‑sharing sessions and hackathons.

We celebrate diversity and inclusion, fostering an environment where every voice is heard and every idea has the potential to shape the future of e‑commerce.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

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