Senior Multilingual Italian Customer Support Specialist – Global Logistics & Delivery Operations Champion at brighthush – Elevating Customer Experience Across 200+ Countries

Welcome to brighthush – The Future of Global Logistics

At brighthush, we’re redefining what it means to move the world. With operations spanning more than 200 countries, we combine cutting‑edge technology—AI‑powered routing, IoT‑enabled tracking, blockchain‑secured documentation—with a relentless focus on the human side of logistics. Whether you’re handling a tiny e‑commerce parcel, a high‑value freight container, or a time‑critical medical supply, brighthush turns complex supply‑chain challenges into seamless, transparent experiences.

Why This Role Is a Game‑Changer for Your Career

• Scale of Impact: Every interaction you manage shapes the perception of millions of end‑users worldwide, directly contributing to brand loyalty and market growth.
• Accelerated Learning: brighthush invests heavily in structured onboarding, ongoing certifications, and mentorship programs that fast‑track your professional development.
• Global Collaboration: Work side‑by‑side with colleagues from over 50 nationalities, gaining cross‑cultural insights and expanding your professional network.
• Innovation at Your Fingertips: Be part of a tech‑forward environment where AI chatbots, predictive analytics, and real‑time visibility tools are everyday resources.
• Competitive Rewards: Attractive base salary, performance‑based bonuses, comprehensive health benefits, and a robust retirement plan.
• Flexibility & Balance: Hybrid work model, flexible scheduling, generous paid time off, and a technology stipend to create an optimal home‑office setup.

Key Responsibilities – Your Day‑to‑Day Mission

As a seasoned multilingual Italian customer support specialist, you will serve as the trusted voice of brighthush for Italian‑speaking customers around the globe. Your responsibilities will include, but are not limited to:

• Delivering prompt, courteous, and accurate responses to inbound inquiries via phone, email, live chat, and social media channels in both Italian and English.
• Guiding customers through the full shipment lifecycle: label creation, customs documentation, tracking updates, delivery scheduling, and post‑delivery follow‑up.
• Diagnosing and resolving complex issues such as lost parcels, delayed customs clearance, damaged goods, and billing discrepancies, leveraging internal tools and cross‑functional expertise.
• Escalating high‑priority or technically intricate cases to Operations, Billing, Claims, or Technical Support while maintaining clear, documented communication.
• Maintaining up‑to‑date knowledge of brighthush’s service portfolio, policy changes, and technology enhancements to provide consistent, accurate information.
• Recording every interaction in the CRM system with meticulous attention to detail, ensuring data integrity for analytics and compliance reporting.
• Proactively identifying recurring pain points and feeding insights back to product, training, and process‑improvement teams.
• Meeting and exceeding key performance indicators (KPIs) such as First‑Contact Resolution, Average Handling Time, Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS).
• Participating in regular knowledge‑sharing sessions, role‑plays, and quality‑assurance reviews to continuously raise the bar for service excellence.
• Collaborating with the product team to test new features and provide user‑centric feedback that shapes future releases.
• Acting as a cultural ambassador, sharing best practices from the Italian market and helping local teams adapt global strategies to regional nuances.

Essential Qualifications – What You Must Bring

• Native‑level fluency in Italian with excellent written and verbal English communication skills.
• Minimum of 2 years proven experience in a customer‑support or service‑center environment, preferably within logistics, e‑commerce, or a related fast‑moving industry.
• Hands‑on experience with leading CRM platforms (e.g., Salesforce, Zendesk, HubSpot) and familiarity with shipment tracking systems.
• Demonstrated problem‑solving abilities, calm demeanor under pressure, and a track record of turning dissatisfied customers into brand advocates.
• Strong interpersonal skills, empathy, and a genuine passion for delivering world‑class service.
• Ability to work both independently and collaboratively in a high‑tempo, hybrid work setting.
• Basic understanding of logistics terminology (e.g., Incoterms, customs clearance, freight classifications) is advantageous.
• Proficiency with data‑analysis tools (Excel, Power BI, Tableau) to generate insight‑driven reports.

Preferred Qualifications – Bonus Points for Exceptional Candidates

• Previous experience with a global courier or freight forwarding organization.
• Additional language proficiency (Spanish, French, German, or any other major language) to support a broader customer base.
• Experience with quality‑assurance frameworks, SLA management, and performance‑metrics tracking.
• Relevant certifications (e.g., Certified Customer Service Professional, Certified Logistics Associate, ITIL Foundation).
• Experience in a remote or hybrid support environment with a proven track record of self‑management and time‑zone coordination.

Core Skills & Competencies – The DNA of Success

• Effective Communication: Ability to convey complex information clearly, concisely, and with empathy across multiple channels.
• Technical Agility: Quick learner of new software, APIs, and internal tools; comfortable navigating multiple systems simultaneously.
• Attention to Detail: Precise data entry, thorough documentation, and vigilant adherence to compliance standards.
• Time Management: Skilled at juggling high volumes of inquiries while meeting strict response‑time targets.
• Adaptability: Thrive in an environment of continuous change, new product launches, and evolving customer expectations.
• Team Collaboration: Strong partnership mindset with Operations, Billing, Claims, and Product teams to resolve issues holistically.
• Customer‑Centric Mindset: Deep commitment to understanding and fulfilling customer needs, turning challenges into opportunities.
• Analytical Thinking: Ability to interpret data, identify trends, and recommend actionable improvements.

Career Growth & Learning Opportunities – Your Path Forward at brighthush

brighthush believes that talent development is a two‑way street. As you excel in the Customer Support Specialist role, you will unlock a clear trajectory toward higher‑impact positions:

• Structured Onboarding: A 4‑week immersive program covering brighthush’s product suite, technology stack, and service standards.
• Continuous Learning: Access to an internal learning portal with courses on advanced logistics, data analytics, conflict resolution, and leadership.
• Mentorship & Coaching: Pairing with senior support leaders and cross‑functional experts for personalized career guidance.
• Internal Mobility: Pathways to roles such as Operations Analyst, Claims Specialist, Customer Experience Manager, or Regional Support Lead.
• Annual Learning Stipend: Up to $1,500 per year for external certifications, conferences, or higher‑education courses.
• Performance Reviews: Quarterly feedback cycles with measurable goals, development plans, and promotion criteria.
• Leadership Development: Opportunities to lead projects, mentor junior agents, and influence product strategy.

Work Environment & Culture – Innovation Meets Inclusion

At brighthush, culture is built on openness, curiosity, and respect. Our hybrid model lets you choose the workspace that fuels your productivity—whether that’s a modern office hub or a comfortable home office. We celebrate diversity through:

• Monthly cultural exchange events showcasing traditions, cuisines, and languages from our global team.
• Language‑learning clubs and mentorship circles that encourage continuous personal growth.
• Employee resource groups (ERGs) focused on gender equity, LGBTQ+ inclusion, and accessibility.
• A flat organizational structure that empowers every voice to contribute ideas, from frontline agents to senior executives.
• Regular town‑hall meetings where leadership shares business updates, strategic priorities, and success stories.
• Community outreach programs that let teams volunteer in local sustainability initiatives.

Our leadership team practices transparent communication, regularly sharing business updates, strategic priorities, and success stories. This openness creates a sense of ownership and aligns every employee with brighthush’s mission to deliver brighter futures.

Compensation, Perks, & Benefits – A Holistic Rewards Package

• Base Salary + Performance Bonus: Competitive base pay with quarterly bonuses tied to individual and team KPIs.
• Health & Wellness: Comprehensive medical, dental, and vision coverage; mental‑health counseling and wellness apps.
• Retirement Savings: 401(k) or equivalent plan with generous company match.
• Paid Time Off: Flexible vacation policy, sick leave, personal days, and paid holidays; additional days for volunteer work.
• Remote‑Work Support: Technology stipend for ergonomic furniture, high‑speed internet, and home‑office accessories.
• Learning & Development: Access to online learning platforms, certification reimbursements, and conference attendance.
• Employee Recognition: Quarterly awards, peer‑to‑peer recognition programs, and milestone celebrations.
• Community Impact: Paid volunteer hours and company‑sponsored sustainability initiatives.
• Well‑Being Programs: On‑site fitness classes, mindfulness sessions, and flexible work‑from‑home policies.

How to Apply – Take the Next Step Toward an Exciting Future

If you are ready to bring your multilingual expertise, problem‑solving talent, and passion for customer delight to a global leader in logistics, we want to hear from you. Click the button below to submit your resume, cover letter, and any relevant certifications. Join brighthush and become part of a team that moves more than packages—it moves lives.

Apply to brighthush Today

Join brighthush – Where Every Delivery Counts

At brighthush, we don’t just transport parcels; we connect families, empower businesses, and enable breakthroughs across continents. If you thrive in a fast‑paced, technology‑driven environment, love solving puzzles for real‑world customers, and seek a workplace that values growth, diversity, and sustainability, this is your moment. Apply now and help us deliver brighter futures, one shipment at a time.