Customer Care Coordinator – Travel Services & Client Experience Specialist at brighthush

About brighthush

brighthush is a forward‑thinking travel solutions provider that redefines how travelers experience the world. With a global network of partners, cutting‑edge technology, and a passion for personalized service, we empower travelers to explore with confidence, convenience, and care. Our mission is simple: to turn every journey into a memorable adventure by delivering seamless, human‑centric support at every touchpoint.

Why Join brighthush?

At brighthush, we believe that exceptional customer service is the cornerstone of a successful travel business. Our culture is built on collaboration, continuous learning, and a shared commitment to excellence. As a Customer Care Coordinator, you will be the heartbeat of our client experience, ensuring that every traveler feels heard, valued, and supported from the first inquiry to the last farewell.

Position Overview

We are looking for a proactive, detail‑oriented Customer Care Coordinator to become the primary point of contact for our diverse client base. In this role, you will guide travelers through the planning process, coordinate itineraries, and provide timely, accurate support. Your ability to anticipate client needs, resolve issues efficiently, and maintain meticulous records will directly impact our reputation for outstanding service.

Key Responsibilities

• Client Liaison: Serve as the first and last line of communication for travel‑related inquiries, ensuring a consistent, high‑quality experience.
• Inquiry Management: Respond to emails, chats, and phone calls within defined SLA windows, providing accurate information and proactive solutions.
• Itinerary Coordination: Collaborate with booking teams to assemble, update, and deliver itineraries that meet client preferences and budget constraints.
• Pre‑Travel Support: Conduct pre‑travel briefings, share essential travel documents, and offer tips for safety, health, and local customs.
• In‑Trip Assistance: Monitor client status during travel, troubleshoot issues, and coordinate with local partners to resolve problems swiftly.
• Post‑Travel Follow‑Up: Gather feedback, address post‑trip concerns, and nurture long‑term relationships for repeat business.
• Documentation & Reporting: Maintain detailed client records in our CRM, track key metrics, and provide regular reports to management.
• Process Improvement: Identify bottlenecks, propose enhancements, and contribute to the evolution of our service standards.
• Compliance & Quality Assurance: Adhere to company policies, data privacy regulations, and industry best practices.

Essential Qualifications

• Minimum of 2 years’ experience in customer service, travel support, or a related field.
• Exceptional written and verbal communication skills in English; additional languages are a plus.
• Strong organizational skills with a keen eye for detail and follow‑through.
• Self‑motivated, able to work independently in a remote setting while staying aligned with team goals.
• Proficiency with CRM systems, Microsoft Office Suite, and collaboration tools (e.g., Slack, Teams).
• Demonstrated ability to handle multiple priorities and resolve conflicts calmly.
• Passion for travel and a genuine desire to help others experience the world.

Preferred Qualifications

• Experience in the travel industry, including booking, itinerary planning, or travel agency operations.
• Knowledge of global travel regulations, visa requirements, and health advisories.
• Familiarity with travel booking platforms (e.g., Amadeus, Sabre, Expedia) and payment gateways.
• Background in sales support or account management, with a track record of upselling or cross‑selling services.
• Experience with data analytics or reporting tools to derive insights from customer interactions.
• Certifications in customer experience, hospitality, or related fields.

Core Skills & Competencies

• Customer‑Centric Mindset: Empathy, active listening, and a genuine desire to solve problems.
• Communication: Clear, concise, and persuasive communication across multiple channels.
• Problem Solving: Analytical thinking, resourcefulness, and a proactive approach to challenges.
• Time Management: Ability to prioritize tasks, meet deadlines, and manage a high volume of inquiries.
• Tech Savvy: Quick adaptation to new software, platforms, and digital tools.
• Team Collaboration: Strong interpersonal skills, willingness to share knowledge, and support teammates.
• Adaptability: Comfortable with change, ambiguity, and evolving processes.

Career Growth & Learning Opportunities

At brighthush, your professional development is a priority. We offer:

• Structured onboarding with mentorship from senior customer experience leaders.
• Access to a library of industry courses, webinars, and certifications.
• Regular performance reviews and personalized growth plans.
• Clear career pathways: Customer Care Coordinator → Senior Coordinator → Team Lead → Manager.
• Cross‑functional projects that expose you to sales, marketing, and product teams.

Work Environment & Culture

Our remote‑first culture empowers you to work from anywhere while staying connected through:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Collaborative tools (Slack, Microsoft Teams, Notion) that keep communication fluid.
• Flexible scheduling to accommodate different time zones and personal commitments.
• A culture of transparency, recognition, and continuous feedback.
• Community events, virtual coffee breaks, and quarterly in‑person retreats.

Compensation & Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and personal days.
• 401(k) matching and financial wellness resources.
• Professional development stipend and travel reimbursement for approved business trips.
• Employee assistance program and mental health support.

How to Apply

Ready to elevate your customer service career and help travelers discover the world with confidence? Submit your resume and a brief cover letter highlighting your experience in travel or customer support. Tell us why you’re excited to join brighthush and how you can contribute to our mission of delivering unforgettable travel experiences.

Join the brighthush Team Today!

We’re excited to meet passionate, customer‑focused professionals who thrive in a dynamic, remote environment. If you’re ready to make a tangible impact on travelers’ journeys, bring your expertise, and grow with a company that values innovation and service excellence, we want to hear from you.