Bilingual Customer Solutions Analyst – Spanish & English – High‑Impact Technical Support & Analytics in the Hospitality Tech Space

About brighthush

brighthush is a trailblazer in the hospitality technology arena, empowering hotels worldwide to attract guests, optimize revenue, and forecast demand with precision. Our cloud‑based platform blends cutting‑edge data analytics, seamless booking integrations, and intuitive customer‑experience tools, enabling property owners to thrive in an increasingly digital marketplace. At brighthush, we’re driven by a passion for innovation, a commitment to customer success, and a culture that celebrates curiosity, collaboration, and continuous learning.

Why Join brighthush?

As a global leader in hotel commerce, brighthush offers a dynamic environment where every team member’s voice matters. We champion diversity, encourage creative problem‑solving, and provide the resources you need to grow both professionally and personally. Whether you’re a seasoned analyst or just starting your career, you’ll find a place at brighthush where your contributions shape the future of hospitality technology.

Position Overview

We’re seeking a Bilingual Customer Solutions Analyst fluent in English and Spanish to join our Customer Success team. In this role, you will be the frontline advocate for our hotel partners, delivering expert technical support, resolving complex issues, and driving data‑driven insights that enhance the overall customer experience. You will work in a high‑volume, SLA‑driven environment, collaborating with cross‑functional teams to ensure our clients receive timely, accurate, and proactive service.

Key Responsibilities

• Technical Support & Issue Resolution: Provide first‑line assistance to hotel partners via phone, chat, and email, diagnosing and resolving technical challenges related to our platform.
• Case Management: Log, track, and close support tickets in our CRM (Salesforce) with meticulous documentation, ensuring all information is accurate and actionable.
• Customer Advocacy: Act as the voice of the customer within brighthush, escalating complex issues to engineering, product, and account management teams while maintaining a positive, solution‑oriented attitude.
• Process Improvement: Identify recurring pain points, propose enhancements to support workflows, and contribute to the development of knowledge‑base articles and best‑practice guides.
• Data Analysis & Reporting: Analyze support metrics (SLA compliance, ticket volume, resolution time) to uncover trends, recommend improvements, and report findings to leadership.
• Collaboration & Communication: Work closely with sales, onboarding, and product teams to ensure a seamless handoff and continuous customer satisfaction.
• Travel & On‑Site Support: Travel to the brighthush office at least three times per week to participate in team meetings, training sessions, and client visits.
• Shift Flexibility: Operate across multiple time zones, including weekends and holidays, to meet the global needs of our hotel partners.

Essential Qualifications

• Fluency in both English and Spanish (written and spoken).
• Minimum of 1–2 years of experience in a high‑volume, telephone‑based customer support role.
• Strong analytical mindset with the ability to interpret data, identify patterns, and propose actionable solutions.
• Technical aptitude and familiarity with hospitality or SaaS platforms is highly desirable.
• Proficiency in Salesforce or similar CRM systems.
• Excellent communication skills, both verbal and written, with a customer‑centric approach.
• Ability to work independently, prioritize tasks, and meet strict SLA/KPI targets.
• Willingness to travel to the office and work flexible hours, including weekends and holidays.

Preferred Qualifications

• Experience in the hotel or travel industry, with a deep understanding of hotel operations, booking engines, and revenue management.
• Background in data analysis or business intelligence tools (e.g., Tableau, Power BI).
• Knowledge of additional languages beyond English and Spanish.
• Previous exposure to a SaaS product lifecycle, from onboarding to renewal.
• Certifications in customer success, technical support, or related fields.

Skills & Competencies

• Customer‑First Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Problem‑Solving: Ability to dissect complex issues, think critically, and devise effective solutions.
• Data‑Driven Decision Making: Comfortable working with metrics, dashboards, and reports to inform strategy.
• Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
• Team Collaboration: Strong interpersonal skills, capable of working cross‑functionally with engineering, product, and sales.
• Time Management: Efficiently juggle multiple tickets, deadlines, and stakeholder expectations.
• Technical Literacy: Quick learner of new tools, platforms, and processes.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous growth. As a Customer Solutions Analyst, you’ll have access to:

• Mentorship programs with senior leaders in Customer Success, Product, and Engineering.
• Regular training sessions on industry trends, new product features, and advanced analytics.
• Opportunities to transition into specialized roles such as Customer Success Manager, Product Analyst, or Technical Support Engineer.
• Participation in cross‑departmental projects that influence product roadmap and customer experience strategy.
• Annual performance reviews that align your career goals with brighthush’s growth trajectory.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our team is distributed across multiple time zones, yet we maintain a strong sense of community through:

• Weekly virtual town halls and team‑building events.
• Open‑door leadership policy, encouraging direct communication with executives.
• Inclusive hiring practices that celebrate diverse perspectives and backgrounds.
• Flexible work arrangements that support work‑life balance, while still meeting our global client needs.
• Recognition programs that celebrate both individual and team achievements.

Compensation, Perks & Benefits

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

• Base salary commensurate with market standards for the role.
• Performance‑based bonuses tied to SLA/KPI achievements.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off (PTO) and holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including gym memberships and mental health resources.
• Equity or stock‑option plans for eligible employees.
• Flexible work hours and remote work options, with mandatory on‑site presence three times a week.

How to Apply

If you’re ready to bring your bilingual support expertise to a forward‑thinking, customer‑centric organization, we’d love to hear from you. Submit your resume and a brief cover letter outlining your experience with hotel or SaaS support, your analytical achievements, and why you’re excited about joining brighthush.

Closing Statement

At brighthush, every interaction with a hotel partner is an opportunity to make a tangible impact on the hospitality industry. As a Bilingual Customer Solutions Analyst, you’ll be at the heart of that impact, ensuring our clients receive the highest level of service and insight. If you’re passionate about technology, customer success, and continuous improvement, we invite you to apply and help shape the future of hotel commerce.