Senior Tier 2 Bilingual Customer Care Agent – Warranty Investigation & Dealer Complaint Resolution Specialist
About brighthush and the Automotive Customer Experience Landscape
brighthush is a global leader in automotive customer experience, dedicated to turning every vehicle interaction into a memorable journey. With a presence in more than 30 countries and a portfolio that spans premium and mass‑market brands, brighthush is redefining how customers, dealers, and manufacturers collaborate to deliver flawless service. Our mission is simple: to create a seamless, transparent, and trustworthy relationship between drivers and the automotive ecosystem.
In an industry where trust is earned through consistent, fair, and timely resolution of concerns, the role of a Tier 2 Bilingual Customer Care Agent is pivotal. You will be the bridge that connects customers, dealers, and internal teams, ensuring that every warranty claim and dealer complaint is investigated with the highest level of integrity and professionalism.
Position Summary
As a Tier 2 Bilingual Customer Care Agent at brighthush, you will serve as the primary case manager for complex customer issues that require in‑depth investigation, stakeholder coordination, and decisive resolution. Your responsibilities will span warranty investigations, dealer complaint investigations, and end‑to‑end case management. You will work closely with Retailers, District Service Managers (DSMs), Service Operations, Warranty, Quality Assurance, and other cross‑functional teams to deliver fair, consistent, and customer‑centric outcomes.
Key Responsibilities
Warranty Investigation Specialist
- Conduct thorough investigations of customer warranty requests and goodwill considerations, ensuring compliance with brand and regulatory guidelines.
- Scrutinize repair histories, warranty coverage details, dealer findings, and supporting documentation to determine eligibility and appropriate action.
- Analyze vehicle ownership and service history to identify patterns or anomalies that may impact warranty decisions.
- Collect, verify, and synthesize information from customers, retailers, and internal stakeholders, maintaining an objective stance throughout.
- Communicate investigation outcomes, next steps, and resolution timelines to customers in a clear, empathetic, and professional manner.
Dealer Complaint Investigation Specialist
- Investigate complaints related to dealer sales, service, communication, workmanship, and overall customer experience.
- Gather comprehensive information from all parties involved, including customers, dealers, and internal teams.
- Maintain objectivity while assessing facts, circumstances, and potential root causes.
- Facilitate constructive discussions between customers and retailers when appropriate, aiming to achieve mutually beneficial resolutions.
- Document findings, recommendations, and outcomes in a structured, auditable format.
Case Management & Process Excellence
- Own the entire case lifecycle from intake through closure, ensuring timely and accurate updates.
- Maintain detailed, accurate, and compliant case notes that reflect investigative findings and decisions.
- Prioritize competing workloads and deadlines, balancing urgency with quality of service.
- Escalate legal, safety, or product liability concerns to the appropriate teams in a timely manner.
- Identify opportunities for process improvement and contribute to the development of best practices.
Required Qualifications
Education & Academic Background
- College diploma or university degree preferred; equivalent professional experience will be considered.
- Studies in business, automotive technology, legal studies, communications, or customer service are viewed as a strong asset.
Professional Experience
- 3–5 years of experience in customer service, complaint resolution, case management, or investigative roles.
- Experience in automotive, dealership operations, warranty administration, insurance claims, or escalated customer support is highly desirable.
- Demonstrated ability to handle complex customer concerns, manage conflict, and deliver fair resolutions.
Core Competencies & Skills
Investigation & Analytical Proficiency
Exceptional ability to objectively assess information, identify root causes, and determine appropriate resolution paths.
Critical Thinking & Decision Making
- Strong analytical skills with a keen eye for detail.
- Root cause analysis and problem‑solving capabilities.
- Fact gathering, interviewing, and research skills.
- Sound judgment and risk assessment in high‑stakes situations.
- Effective decision‑making under pressure.
Language Proficiency
Fluency in both English and French is mandatory, as you will support a bilingual customer base and collaborate with French‑speaking stakeholders.
Career Growth & Learning Opportunities
At brighthush, we believe that your professional development is as important as the service you deliver. As a Tier 2 Bilingual Customer Care Agent, you will have access to:
- Structured mentorship programs with senior case managers and industry experts.
- Regular training workshops covering advanced investigation techniques, automotive technology trends, and regulatory updates.
- Cross‑functional project assignments that expose you to warranty strategy, quality assurance, and dealer relations.
- Clear career pathways to senior case management, process improvement leadership, or specialized roles in warranty strategy and dealer experience.
- Annual performance reviews that align your goals with brighthush’s strategic objectives.
Work Environment & Company Culture
brighthush fosters a culture of transparency, collaboration, and continuous improvement. Our teams are empowered to:
- Speak up and share ideas that drive better customer outcomes.
- Take ownership of complex cases and see them through to resolution.
- Learn from each other through knowledge‑sharing sessions and peer reviews.
- Celebrate successes and learn from challenges in a supportive environment.
We value diversity, inclusion, and work‑life balance, offering flexible scheduling options and remote work opportunities where feasible.
Compensation, Perks, and Benefits
While specific figures are tailored to the role and location, brighthush offers a competitive compensation package that includes:
- Base salary commensurate with experience and market standards.
- Performance‑based bonuses tied to case resolution metrics and customer satisfaction scores.
- Health, dental, and vision insurance plans.
- Retirement savings plans with company matching.
- Paid time off, including vacation, sick leave, and public holidays.
- Employee wellness programs, including gym memberships and mental health resources.
- Professional development budget for certifications, conferences, and courses.
Why Join brighthush?
When you join brighthush, you become part of a mission‑driven organization that places customer trust at the core of everything we do. You will:
- Work with cutting‑edge tools and data analytics to drive evidence‑based decisions.
- Collaborate with a global network of automotive experts and customer experience leaders.
- Make a tangible impact on how millions of drivers experience their vehicles.
- Grow your career in a supportive, forward‑thinking environment.
Ready to Make a Difference?
If you are a bilingual professional with a passion for justice, a knack for investigation, and a desire to elevate the automotive customer experience, we want to hear from you. Bring your expertise to brighthush and help us turn every challenge into an opportunity for excellence.