About brighthush
brighthush is a global leader in security solutions, dedicated to protecting the people you love in every environment—home, work, and travel. With a portfolio of more than 40 trusted brands, a workforce of over 14,000 professionals, and products available in 130 countries, brighthush is at the forefront of innovation in door security, access control, and integrated smart home technology. Our mission is simple: to give peace of mind through pioneering safety and security, while fostering a culture of excellence, integrity, and customer focus.
Why Join brighthush
At brighthush, we believe that our people are our greatest asset. We are proud recipients of the Gallup Exceptional Workplace Award for three consecutive years, a testament to our commitment to employee engagement, strengths-based development, and a culture that values every voice. When you join brighthush, you’ll experience:
- Opportunity to make a tangible impact on the safety and well‑being of millions of customers worldwide.
- Access to world‑class training, mentorship, and career‑building programs that help you grow both personally and professionally.
- A supportive, inclusive environment that celebrates diversity and encourages collaboration across teams and geographies.
- Competitive compensation, comprehensive benefits, and a flexible work model that respects your work‑life balance.
Role Overview
We are seeking a highly motivated, bilingual Remote Customer Experience Specialist to join our dynamic support team. In this role, you will be the first point of contact for customers seeking assistance with our range of security products. Your primary focus will be to deliver exceptional service, resolve technical issues, and advocate for the customer’s needs across all touchpoints.
Key Responsibilities
- Customer Interaction: Provide proactive, friendly, and efficient support via phone (both inbound and outbound) and digital channels, ensuring every customer interaction reflects brighthush’s commitment to excellence.
- Technical Troubleshooting: Diagnose and resolve basic to intermediate technical issues related to our mechanical and electronic security products, including installation, configuration, and integration with smart home ecosystems.
- Product Knowledge Development: Continuously expand your expertise on our product lines, from entry‑level locks to advanced connected systems, and maintain a deep understanding of reference materials such as catalogs, manuals, and pricing guides.
- Escalation Management: Identify when a situation requires escalation to subject‑matter experts or higher‑level support, and coordinate timely resolution while keeping the customer informed.
- Customer Advocacy: Capture and communicate recurring customer pain points, product feedback, and improvement opportunities to cross‑functional stakeholders, driving product and process enhancements.
- Relationship Building: Foster trust by honoring commitments, following up on open cases, and ensuring a seamless handoff between support stages.
- Continuous Learning: Participate in ongoing training, workshops, and certification programs to stay current with evolving technologies and industry best practices.
- Performance Metrics: Meet or exceed key performance indicators such as first‑contact resolution, customer satisfaction scores, and average handling time.
Essential Qualifications
- Bilingual fluency in French and English (both written and spoken) is mandatory.
- Minimum of 3 years of customer service experience, preferably in a technical or product‑centric environment.
- High school diploma or GED required; a bachelor’s degree is a strong plus.
- Typing speed of at least 55 words per minute (corrected).
- Experience handling high‑volume customer inquiries, with a proven ability to manage multiple tasks simultaneously.
- Excellent written and verbal communication skills, with meticulous attention to grammar and punctuation.
- Proficiency with Microsoft Office (Outlook, Word, Excel) and basic web applications.
- Comfortable using smart device applications on smartphones and tablets.
- Strong organizational skills, with the ability to prioritize, manage time effectively, and maintain focus under pressure.
- Demonstrated ability to identify recurring issues and propose actionable solutions.
- Professional, collaborative demeanor with a track record of building cross‑functional relationships.
Preferred Qualifications
- Experience in the security or smart home industry.
- Knowledge of advanced connected lock technologies and integration platforms.
- Prior exposure to customer success or account management roles.
- Certification in customer service or technical support (e.g., ITIL, CompTIA).
Skills & Competencies
- Customer‑centric mindset with a passion for problem solving.
- Adaptability to evolving product lines and market trends.
- Strong analytical and troubleshooting skills.
- Effective time‑management and multitasking abilities.
- High emotional intelligence and empathy in customer interactions.
- Team player who thrives in a collaborative, remote environment.
Career Growth & Development
At brighthush, your career trajectory is shaped by your ambition and performance. We offer:
- Individualized development plans that align with your career goals.
- Access to CliftonStrengths coaching to leverage your unique strengths.
- Opportunities to transition into specialized roles such as Technical Support Engineer, Product Specialist, or Customer Success Manager.
- Leadership development programs for high‑potential employees.
- Regular performance reviews and transparent promotion pathways.
Work Environment & Culture
Our remote teams span across Canada, from Alberta to Quebec, and beyond. We foster a culture of trust, flexibility, and continuous improvement. Key cultural pillars include:
- Inclusivity: Every team member is valued and empowered to contribute.
- Collaboration: Cross‑functional teams work together to solve complex challenges.
- Innovation: We encourage creative thinking and experimentation.
- Well‑being: We support mental and physical health through flexible schedules and wellness programs.
Compensation & Benefits
We offer a competitive base salary range of $44,000 to $64,000, commensurate with experience and qualifications. Additional benefits include:
- Health, dental, and vision insurance coverage.
- Retirement savings plan with employer match.
- Tuition reimbursement for approved courses and certifications.
- Employee discount program across our product lines.
- Paid time off, holidays, and flexible work arrangements.
- Performance‑based bonuses (LIP 5%).
- Access to wellness resources, including mental health support.
How to Apply
Ready to join a team that values your expertise and supports your growth? Click the link below to submit your application and take the first step toward a rewarding career at brighthush.
Additional Information
- AI tools are used in the initial screening of applications.
- This position is currently open.
Diversity & Inclusion
brighthush is committed to building a diverse, inclusive, and equitable workplace. We welcome applicants from all backgrounds, identities, and experiences. If you require accommodations during the application process, please contact our Talent Acquisition Team for assistance.
Join Us Today!
Be part of a company that not only protects the world but also empowers its people. If you are passionate about delivering outstanding customer experiences and thrive in a collaborative, remote environment, we encourage you to apply—even if you don’t meet every single qualification. Your unique perspective could be exactly what we need to continue innovating and excelling.
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