Top Seller Customer Support Specialist – E‑Commerce Marketplace Success – Fluent Mandarin & English – Remote (Malaysia)

About brighthush

At brighthush, we’re redefining the online marketplace experience for millions of buyers and sellers worldwide. Our mission is to empower entrepreneurs, streamline commerce, and create economic opportunity through cutting‑edge technology and unparalleled customer service. With a vibrant, global community and a culture that celebrates innovation, collaboration, and continuous learning, brighthush is the place where your passion for customer support can truly shine.

Why Join brighthush?

As a rapidly growing e‑commerce platform, brighthush offers a unique blend of stability and agility. You’ll work alongside industry leaders, influence product strategy, and help shape the future of online commerce. Our remote-first approach means you can thrive from anywhere in Malaysia while enjoying the flexibility and support of a world‑class team.

Key Responsibilities

As a Top Seller Customer Support Specialist, you’ll be the frontline champion for our merchant community. Your day‑to‑day tasks will include:

• Providing timely, accurate, and empathetic support to merchants across all product categories.
• Resolving complex inquiries related to listings, payments, disputes, and account management.
• Collaborating with cross‑functional stakeholders—Product, Engineering, Finance, and Marketing—to drive merchant success.
• Documenting common issues and creating knowledge‑base articles to improve self‑service.
• Monitoring key performance metrics (response time, resolution rate, CSAT) and proposing process improvements.
• Actively participating in continuous training sessions and industry webinars to stay ahead of market trends.

Essential Qualifications

We’re looking for candidates who bring a blend of experience, language proficiency, and a customer‑centric mindset:

• Bachelor’s degree in Business, Communications, or a related field.
• 2–3 years of customer service experience in e‑commerce, retail, or a related industry.
• Fluent in Mandarin and English; Cantonese reading proficiency is a plus.
• Strong written and verbal communication skills in both languages.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Experience using CRM or ticketing systems (e.g., Zendesk, Freshdesk).
• Demonstrated ability to work collaboratively in a fast‑paced, remote environment.

Preferred Qualifications

These additional skills will set you apart and accelerate your success at brighthush:

• Experience supporting merchants on a large marketplace platform.
• Knowledge of payment processing, logistics, and compliance issues.
• Basic data analysis skills (Excel, SQL, or BI tools).
• Experience in a bilingual support role within a multicultural team.
• Proactive problem‑solving mindset and a passion for continuous improvement.

Skills & Competencies

To thrive in this role, you’ll need a blend of technical and soft skills:

• Customer‑First Attitude: Empathy, patience, and a genuine desire to help merchants succeed.
• Communication: Clear, concise, and culturally aware communication in both Mandarin and English.
• Analytical Thinking: Ability to diagnose issues, identify root causes, and propose actionable solutions.
• Collaboration: Comfortable working with cross‑functional teams and building strong relationships.
• Adaptability: Thrives in a dynamic environment, quickly learning new tools and processes.
• Time Management: Prioritizes tasks effectively while meeting SLA targets.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development:

• Structured onboarding program with mentorship from senior support leaders.
• Access to internal learning portals, e‑learning courses, and industry certifications.
• Regular performance reviews with clear career pathways—from Support Specialist to Team Lead, and beyond.
• Opportunities to transition into product, operations, or data analytics roles based on your interests.
• Participation in cross‑departmental projects that influence product roadmap and merchant experience.

Work Environment & Culture

brighthush is built on a foundation of trust, transparency, and innovation. Our remote culture is supported by:

• Weekly virtual town halls and team‑building events.
• Flexible working hours to accommodate different time zones and personal commitments.
• Open communication channels—Slack, Microsoft Teams, and dedicated support forums.
• A culture that celebrates wins, encourages experimentation, and learns from failures.
• Commitment to diversity, equity, and inclusion—every voice matters at brighthush.

Compensation, Perks, and Benefits

While specific figures may vary, brighthush offers a competitive package that includes:

• Base salary commensurate with experience and market rates.
• Performance‑based bonuses tied to team and individual KPIs.
• Health and wellness benefits—medical, dental, and vision coverage.
• Annual professional development stipend and conference travel support.
• Generous paid time off, including flexible holidays and personal days.
• Employee stock‑option plan to share in brighthush’s growth.
• Access to a company‑wide wellness program (gym memberships, meditation sessions).

How to Apply

Ready to make a tangible impact on millions of merchants and help shape the future of e‑commerce? Submit your resume and a brief cover letter highlighting your customer support experience and language proficiency. We look forward to welcoming you to the brighthush family!