Senior Remote Bilingual Customer Advocate – Champion Service Excellence, Drive Satisfaction, and Empower Global Home‑Service Experience at brighthush

About brighthush and the Home‑Service Revolution

brighthush is a trailblazer in the home‑services ecosystem, marrying state‑of‑the‑art technology with a people‑first philosophy to deliver seamless, personalized experiences to homeowners around the world. From smart scheduling tools to AI‑powered support, we empower our teams to transform everyday interactions into lasting relationships. As a Remote Bilingual Customer Advocate, you will be the voice that embodies brighthush’s commitment to quality, empathy, and proactive problem‑solving. Your role will be pivotal in ensuring that every customer feels heard, understood, and valued—no matter where they are in the world.

Why This Role Matters

In a market where customers expect instant, accurate, and friendly support, the Customer Advocate is the frontline hero. You’ll turn challenges into opportunities, turning a frustrated homeowner into a loyal advocate for brighthush. Your bilingual skills will bridge cultural gaps, ensuring that every conversation—whether in English or Spanish—delivers clarity, confidence, and care.

Key Responsibilities

• Customer Interaction: Handle inbound calls and live chat sessions with empathy and professionalism, providing accurate information about policies, products, and services.
• Data Management: Log all customer interactions and transactions into brighthush’s CRM system, ensuring data integrity and compliance with privacy standards.
• Issue Resolution: Diagnose and resolve customer concerns, escalating complex issues to the appropriate department while maintaining a positive customer experience.
• Account Maintenance: Update and verify customer account details, ensuring that all information is current and accurate.
• Outbound Outreach: Conduct occasional outbound calls for follow‑ups, surveys, or promotional initiatives, maintaining a high level of professionalism and compliance.
• Policy Guidance: Explain policy terms, coverage options, and eligibility criteria to customers in a clear, concise manner.
• Continuous Improvement: Participate in training sessions, share feedback, and contribute to process enhancements that improve service quality and efficiency.
• Performance Tracking: Monitor key metrics such as average handle time, first‑contact resolution, and customer satisfaction scores, and take proactive steps to meet or exceed targets.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 2 years of experience in a customer service or call center environment.
• Fluency in both English and Spanish (written and spoken) is required.
• Strong communication skills, with the ability to convey complex information simply.
• Proficiency with CRM systems, Microsoft Office Suite, and basic data entry.
• Excellent problem‑solving abilities and a customer‑first mindset.
• Adaptability to changing priorities and a willingness to learn new tools and processes.

Preferred Qualifications

• Experience in the home services or automotive industry.
• Knowledge of insurance or warranty products.
• Previous remote work experience with a proven track record of meeting performance metrics.
• Certifications in customer service or call center operations.
• Experience with call‑center analytics and reporting tools.

Skills & Competencies

• Active Listening: Ability to understand customer needs and respond appropriately.
• Technical Aptitude: Comfortable navigating multiple software platforms and troubleshooting basic technical issues.
• Time Management: Efficiently handle high call volumes while maintaining accuracy.
• Conflict Resolution: De‑escalate tense situations and find mutually beneficial solutions.
• Team Collaboration: Work effectively with cross‑functional teams, sharing insights and best practices.
• Adaptability: Thrive in a dynamic environment with evolving processes and policies.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Advocate, you will have access to a wealth of development resources, including:

• Structured onboarding and continuous training programs covering product knowledge, customer experience best practices, and industry trends.
• Mentorship from senior team members and leaders who are committed to your professional growth.
• Opportunities to transition into specialized roles such as Technical Support, Account Management, or Operations Analytics.
• Leadership development tracks for high performers, including management training and project leadership roles.
• Regular performance reviews with actionable feedback and goal‑setting sessions.

Work Environment & Culture at brighthush

brighthush fosters a culture of inclusion, innovation, and continuous improvement. Key highlights include:

• Remote‑First Flexibility: Work from anywhere with a reliable internet connection and a supportive virtual team.
• Collaborative Spirit: Weekly virtual huddles, cross‑departmental projects, and an open‑door policy for ideas and feedback.
• Employee Well‑Being: Access to mental health resources, wellness programs, and a generous paid time off policy.
• Community Engagement: Volunteer opportunities and corporate social responsibility initiatives that allow you to give back.
• Recognition & Rewards: Employee of the Month, spot bonuses, and public acknowledgment of outstanding contributions.

Compensation, Perks & Benefits

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

• Base salary commensurate with market rates for remote call center roles.
• Performance‑based incentives and bonuses.
• Health, dental, and vision insurance plans.
• 401(k) or equivalent retirement savings plan with company match.
• Paid parental leave and flexible sick leave.
• Professional development stipend for courses, certifications, and conferences.
• Technology stipend to support a productive home office setup.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re joining a mission to elevate customer experiences worldwide. You’ll:

• Be at the forefront of a rapidly growing industry that values innovation and customer satisfaction.
• Work with a diverse, talented team that celebrates different perspectives and ideas.
• Receive ongoing support and resources that help you grow both personally and professionally.
• Enjoy the freedom of remote work while staying connected to a vibrant, collaborative culture.

Ready to Make an Impact?

If you’re ready to bring your bilingual communication skills, customer‑centric mindset, and passion for problem‑solving to a forward‑thinking organization, we want to hear from you. Apply today and start your journey with brighthush, where every call is an opportunity to make a difference.