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Seasoned German‑Speaking Customer Support Specialist – Mobile Payment Solutions & Merchant Success Champion at brighthush **Job Description**

About brighthush and the Mobile Payment Revolution

brighthush is a trailblazer in the mobile point‑of‑sale (mPOS) arena, empowering small merchants across Europe to accept card payments with nothing more than their smartphone. Since our founding five years ago, we have combined cutting‑edge technology with a customer‑first philosophy to create a payment service that is fast, secure, and incredibly easy to use. Our mission is to level the playing field for independent retailers, enabling them to compete with larger chains while keeping costs low and flexibility high.

As the digital economy continues to evolve, the demand for seamless, on‑the‑go payment solutions is soaring. At brighthush, we are at the forefront of this transformation, and we’re looking for passionate, bilingual professionals to join our growing team. If you thrive in a fast‑paced, customer‑centric environment and want to make a tangible impact on merchants’ daily operations, we want to hear from you.

Role Overview

As a German‑Speaking Customer Support Specialist at brighthush, you will be the first line of support for our German‑speaking merchants. Your primary responsibility will be to deliver exceptional, timely assistance across multiple channels—phone, email, live chat, and social media—while ensuring a smooth and positive experience for every customer. You will also act as a bridge between our support, sales, and marketing teams, feeding insights that help refine our products and processes.

We provide a paid month‑long training program to equip you with in‑depth product knowledge, customer‑service best practices, and the tools you need to succeed. After training, you’ll be fully integrated into our support squad, handling real inquiries and contributing to continuous improvement initiatives.

Key Responsibilities

• Multichannel Support: Respond to customer inquiries via phone, email, chat, and social media in fluent German, ensuring consistent, high‑quality communication.
• Product & Service Guidance: Explain the features, benefits, and troubleshooting steps for our mPOS devices and related services, helping merchants maximize their usage.
• Process Optimization: Identify recurring pain points, propose solutions, and collaborate with cross‑functional teams to streamline support workflows.
• Issue Escalation & Resolution: Escalate complex technical or billing issues to the appropriate departments, following up to guarantee timely resolution.
• Data Capture & Reporting: Log interactions accurately in our CRM, generate weekly reports on key metrics, and highlight trends for continuous improvement.
• Customer Advocacy: Represent the voice of the merchant in internal meetings, ensuring that product development aligns with real‑world needs.
• Team Collaboration: Work closely with Sales and Marketing to share feedback, coordinate campaigns, and support lead qualification efforts.

Essential Qualifications

• Native or near‑native proficiency in German, with excellent written and spoken English.
• Strong communication skills, capable of explaining technical concepts in simple, customer‑friendly language.
• Prior experience in a contact‑centre or customer‑service role (preferred but not mandatory).
• Tech‑savvy: Comfortable navigating smartphones, tablets, and desktop applications; quick to learn new software.
• Patience, empathy, and a genuine passion for helping people.
• Excellent problem‑solving abilities and a persistent, solution‑oriented mindset.
• Highly organized, able to manage multiple tasks simultaneously while maintaining composure under pressure.
• Valid EU passport or a valid Portuguese residence permit (or other EU‑member state residency).

Preferred Qualifications

• Experience in the fintech or payment‑services industry.
• Knowledge of POS hardware, card‑processing regulations, and PCI compliance.
• Familiarity with CRM platforms (e.g., Zendesk, Salesforce) and ticketing systems.
• Previous exposure to social‑media customer support (e.g., Facebook Messenger, WhatsApp).
• Fluency in a second language (e.g., English, French, Spanish).

Skills & Competencies for Success

• Customer‑Centric Mindset: Always put the merchant’s needs first, turning challenges into opportunities for delight.
• Communication Excellence: Articulate complex information clearly, adapt tone to the customer’s level of technical knowledge.
• Analytical Thinking: Identify patterns in support tickets, propose data‑driven improvements.
• Adaptability: Thrive in a rapidly evolving product landscape and adjust to new tools or processes quickly.
• Team Player: Collaborate effectively with colleagues across departments, sharing insights and celebrating successes.
• Time Management: Prioritize tasks, meet SLA targets, and maintain high quality even during peak periods.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Specialist, you will have the chance to:

• Progress into senior support roles, such as Team Lead or Support Manager.
• Transition into product‑management or technical support engineering, leveraging your deep customer insights.
• Participate in cross‑functional projects that shape the future of our payment solutions.
• Access continuous learning resources, including webinars, workshops, and industry certifications.
• Attend annual conferences and networking events to stay ahead of fintech trends.

Work Environment & Company Culture

brighthush fosters an inclusive, collaborative culture where every voice matters. Our remote‑first model means you can work from anywhere in Europe, supported by:

• Flexible scheduling options within our core hours (08:00–19:00, with potential extensions to 21:00).
• Two days off per week, ensuring a healthy work‑life balance.
• A supportive team that values transparency, continuous feedback, and mutual respect.
• Regular team‑building activities, both virtual and in‑person, to strengthen camaraderie.
• A commitment to diversity, equity, and inclusion—every team member is encouraged to bring their authentic self to work.

Compensation, Perks & Benefits

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

• Base salary aligned with industry standards for German‑speaking customer‑service professionals.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Generous paid time off, holidays, and a flexible work‑from‑home policy.
• Employee stock‑option program, allowing you to share in the company’s long‑term success.
• Continuous professional development budget for courses, certifications, and conferences.
• Monthly team lunches, wellness stipends, and occasional company retreats.

How to Apply

Ready to join a dynamic team that’s reshaping the payment landscape? Click the link below to submit your application and become part of brighthush’s mission to empower merchants worldwide.

Apply to this role at brighthush

Why brighthush?

At brighthush, you’ll be more than just a support agent—you’ll be a key player in a company that’s redefining how small businesses transact. With a culture that prizes innovation, collaboration, and personal growth, you’ll find the resources and encouragement you need to excel. Join us and help merchants across Europe thrive, one transaction at a time.

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