Senior Remote Bilingual Customer Support Specialist – English & Portuguese – Multi‑Channel (Email, Phone, Live Chat, Social Media) – Zendesk & Customer Experience Champion

About brighthush and the Future‑Ready Customer Experience Landscape

brighthush is a global, fast‑growing technology company that is redefining how brands connect with their audiences. In an era where digital touchpoints are just as vital as face‑to‑face interactions, we empower businesses to deliver seamless, personalized experiences that transform first‑time users into lifelong advocates. Our mission is to create a world where every customer interaction feels natural, efficient, and memorable.

We operate at the intersection of SaaS, fintech, and health‑tech, offering a suite of cloud‑based solutions that help companies streamline operations, enhance customer journeys, and unlock data‑driven insights. Our platform is built on a foundation of curiosity, collaboration, and continuous learning, and we are proud to have a culture that celebrates diversity, encourages experimentation, and rewards impact.

Whether you are a seasoned support professional or a passionate newcomer, brighthush offers a platform where your voice matters, your skills evolve, and your impact is felt across continents.

Why Join brighthush as a Remote Bilingual Customer Support Specialist?

We are looking for a dynamic, bilingual customer support champion who thrives in a remote, fast‑paced environment. If you are fluent in English and Portuguese, have a knack for turning complex issues into simple solutions, and love working with cutting‑edge tools like Zendesk, you’ll fit right in.

In return, we offer a fully equipped home office, competitive benefits, and the chance to collaborate with a vibrant, international team that is shaping the future of customer engagement. You will be part of a company that values autonomy, rewards results, and invests heavily in your professional growth.

Key Responsibilities

• Multi‑Channel Support Excellence: Handle customer inquiries via email, live chat, phone, and social media platforms with a focus on speed, accuracy, and empathy.
• Issue Diagnosis & Resolution: Quickly identify root causes, provide step‑by‑step solutions, and, when necessary, route tickets to specialized teams while maintaining clear communication.
• Knowledge Base Management: Contribute to and update the internal knowledge base, ensuring that information is current, clear, and accessible to both customers and teammates.
• Performance Metrics & Reporting: Track key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores; generate weekly reports for the support leadership team.
• Continuous Improvement: Participate in post‑incident reviews, share insights, and propose process enhancements that elevate the overall customer experience.
• Cross‑Functional Collaboration: Work closely with product, engineering, and marketing teams to relay customer feedback and help shape future product features.
• Language‑Specific Support: Provide culturally relevant assistance in both English and Portuguese, ensuring that language nuances are respected and understood.
• Escalation Management: Manage high‑priority tickets, coordinate with senior stakeholders, and ensure timely resolution while keeping customers informed.
• Community Building: Engage with our user community on social media, forums, and webinars to gather feedback and promote best practices.

Essential Qualifications

• Proficiency in both English and Portuguese (written and spoken) with a strong command of business terminology.
• Minimum of 2 years of experience in a customer support role, preferably in a SaaS or tech environment.
• Hands‑on experience with Zendesk (ticketing, chat, and reporting modules) or equivalent customer support platforms.
• Demonstrated ability to manage high ticket volumes while maintaining a high level of accuracy and customer satisfaction.
• Strong problem‑solving skills and a proactive mindset, with a track record of turning challenging situations into positive outcomes.
• Excellent written and verbal communication skills, with an emphasis on clarity, tone, and professionalism.
• Self‑motivated, organized, and comfortable working independently from a home office.

Preferred Qualifications

• Experience working in a remote, distributed team environment.
• Familiarity with other customer support tools such as Intercom, Freshdesk, or Help Scout.
• Knowledge of basic HTML/CSS to troubleshoot simple website or email formatting issues.
• Experience with data analysis tools (Excel, Google Sheets, or Tableau) to interpret support metrics.
• Previous exposure to the fintech or health‑tech sectors, aligning with brighthush’s industry focus.
• Certifications in customer service or support management (e.g., Zendesk Certified Support Specialist).

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine passion for helping people and a commitment to delivering exceptional service.
• Technical Aptitude: Comfortable navigating multiple software platforms, troubleshooting technical issues, and learning new tools quickly.
• Time Management: Ability to prioritize tasks, meet deadlines, and handle multiple conversations simultaneously.
• Adaptability: Thrive in a constantly evolving environment, embracing change and new processes.
• Collaboration & Team Spirit: Work effectively with cross‑functional teams, sharing knowledge and supporting collective goals.
• Data‑Driven Decision Making: Use metrics and analytics to inform actions and improve support workflows.
• Communication Excellence: Articulate complex information in a clear, concise, and empathetic manner.

Career Growth & Learning Opportunities at brighthush

At brighthush, we believe that growth is a shared journey. As a Remote Bilingual Customer Support Specialist, you’ll have access to:

• Structured onboarding and mentorship programs that pair you with seasoned support leaders.
• Regular skill‑building workshops covering advanced Zendesk features, product deep dives, and customer psychology.
• Clear career pathways into senior support roles, team leadership, or cross‑functional positions such as Product Management, Customer Success, or UX Research.
• Annual learning stipend for courses, certifications, or conferences that align with your professional goals.
• Opportunities to contribute to internal initiatives like process automation, knowledge base expansion, or community building.
• Access to a global network of experts, thought leaders, and industry events that broaden your perspective.

Work Environment & Company Culture

brighthush champions a flexible, inclusive, and high‑performance culture. Key highlights include:

• Fully Remote Work: Work from anywhere with a reliable internet connection; we provide a stipend for home office equipment and ergonomic accessories.
• Flexible Hours: Align your schedule with your personal commitments while ensuring coverage across our global customer base.
• Diverse & Inclusive Team: Collaborate with colleagues from over 20 countries, bringing a wealth of perspectives and ideas.
• Transparent Communication: Weekly all‑hands meetings, open channels for feedback, and a culture that values honesty and constructive dialogue.
• Well‑Being Initiatives: Access to mental health resources, virtual fitness classes, and regular wellness challenges.
• Social Impact: Participate in community outreach programs and sustainability projects that align with brighthush’s values.
• Innovation Hub: A dedicated space for experimentation where teams can prototype new support tools, AI chatbots, or automation scripts.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for remote bilingual support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance plans for employees and eligible dependents.
• 401(k) matching program to support long‑term financial planning.
• Generous paid time off (PTO) policy, including vacation, sick leave, and personal days.
• Home office stipend covering equipment, high‑speed internet, and ergonomic furniture.
• Access to a digital learning platform with courses across tech, soft skills, and leadership.
• Annual company retreat and quarterly virtual team‑building events.
• Employee referral bonus program and recognition awards.

How to Apply

Ready to make a difference in a company that values your expertise and your growth? Submit your application through our careers portal. We encourage you to include a brief cover letter that highlights:

• Your experience with Zendesk or similar platforms.
• Examples of how you have improved customer satisfaction or reduced resolution time.
• Any bilingual projects or initiatives you have led.

We review applications on a rolling basis and aim to respond within 7–10 business days. If you have any questions, feel free to reach out to our recruiting team at [email protected].

Ready to Make an Impact? Apply Today!

If you’re a bilingual customer support professional eager to join a forward‑thinking, globally distributed team, brighthush invites you to bring your expertise, curiosity, and passion for service to our dynamic environment. Together, we’ll create memorable experiences that resonate across cultures and languages.

Click the link below to submit your application and start your journey with brighthush. We can’t wait to meet you!