Customer Support Specialist – French & English – Remote Hotel Reservation Platform – Brighthush – Continental Portugal (Coimbra & Surrounding)

About Brighthush and the Hospitality Revolution

Brighthush is a trailblazing technology partner in the global hospitality ecosystem, dedicated to redefining how travelers discover, book, and experience hotels worldwide. Our flagship platform seamlessly connects guests, hotel partners, and travel agencies, delivering a friction‑free booking journey that blends cutting‑edge AI, real‑time inventory, and personalized customer service. With a mission to elevate hospitality standards, Brighthush empowers partners to offer unparalleled guest experiences while driving operational efficiency and revenue growth.

As the world of travel evolves, the demand for multilingual, responsive, and culturally attuned support has never been higher. Brighthush is expanding its customer support footprint to serve a diverse clientele across Europe, and we’re looking for a dynamic, bilingual specialist to join our remote team. If you thrive in a fast‑paced, multilingual environment and are passionate about hospitality, this role offers an exciting opportunity to shape the future of travel support.

Why Join Brighthush?

• Remote Flexibility: Work from the comfort of your home in Continental Portugal, from Coimbra downwards, with a flexible schedule that supports work‑life balance.
• Impactful Work: Directly influence guest satisfaction and partner success by resolving complex booking scenarios and ensuring flawless communication.
• Career Growth: Access to continuous learning programs, mentorship from industry leaders, and clear pathways to senior support, operations, or product roles.
• Inclusive Culture: A collaborative, multicultural team that values diversity, creativity, and open communication.
• Competitive Compensation: A comprehensive benefits package, performance bonuses, and a supportive environment that rewards excellence.

Key Responsibilities

As a Customer Support Specialist at Brighthush, you will be the frontline advocate for both guests and hotel partners. Your day‑to‑day tasks will include:

• Assisting clients with booking creation, modifications, upgrades, and last‑minute requests in French and English.
• Managing partner inquiries: cancellations, complaints, amendments, reservation re‑sent, inventory checks, and billing issues.
• Documenting every interaction in our CRM with meticulous detail, ensuring data integrity and traceability.
• Collaborating with cross‑functional teams (Product, Operations, Finance) to resolve escalated issues and improve service workflows.
• Monitoring key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and proactively identifying improvement opportunities.
• Participating in continuous training sessions to stay current on platform updates, industry trends, and best practices in hospitality support.

Essential Qualifications

• Native French speaker with a deep understanding of regional dialects and cultural nuances.
• Advanced English proficiency (C1 or higher) in both spoken and written communication.
• Minimum 2 years of experience in a contact centre, customer service, or hospitality support role.
• Prior exposure to travel agencies, hotel operations, or booking platforms is highly desirable.
• Valid residence permit for Portugal or citizenship of an EU member state.
• Strong problem‑solving skills, patience, and the ability to remain calm under pressure.
• Proficiency with CRM systems, ticketing tools, and basic spreadsheet functions.

Preferred Qualifications

• Experience with hotel reservation software or SaaS platforms.
• Knowledge of additional languages (Spanish, Portuguese, German) is a plus.
• Familiarity with hospitality industry standards (e.g., IATA, OTA, GDS).
• Background in data analysis or process improvement initiatives.
• Previous remote work experience with a proven track record of self‑management.

Core Skills & Competencies

• Communication Excellence: Clear, concise, and empathetic communication in both French and English.
• Technical Aptitude: Quick learner of new software, comfortable navigating multiple systems simultaneously.
• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Adaptability: Ability to thrive in a dynamic environment with evolving processes and priorities.
• Team Collaboration: Strong interpersonal skills, willingness to collaborate across departments and time zones.
• Analytical Thinking: Ability to interpret data, spot trends, and propose actionable solutions.

Career Path & Development Opportunities

At Brighthush, we believe in nurturing talent and providing clear career trajectories. As a Customer Support Specialist, you can expect:

• Progression to Senior Support Analyst or Team Lead roles within 12–18 months.
• Cross‑functional rotations into Operations, Product Management, or Business Development.
• Access to internal training programs, certifications, and industry conferences.
• Mentorship from senior leaders who guide your professional growth and skill enhancement.
• Opportunities to contribute to product roadmap discussions, ensuring customer insights shape future features.

Work Environment & Culture

Brighthush fosters a culture of transparency, innovation, and mutual respect. Our remote team operates across multiple time zones, yet we maintain a strong sense of community through:

• Weekly virtual stand‑ups and monthly town‑hall meetings.
• Open channels for feedback, idea sharing, and continuous improvement.
• Regular team‑building activities, both virtual and in‑person, to strengthen bonds.
• A focus on mental health and well‑being, with flexible hours and wellness resources.
• Recognition programs that celebrate achievements and milestones.

Compensation, Perks, and Benefits

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

• Base salary aligned with market standards for bilingual customer support roles in Portugal.
• Performance‑based bonuses tied to KPIs such as customer satisfaction, resolution time, and quality scores.
• Health and dental insurance coverage for employees and their families.
• Paid time off, including vacation, sick leave, and public holidays.
• Professional development stipend for courses, certifications, or conferences.
• Flexible work hours with two rotational shifts (06:30–15:30 or 13:00–22:00) to accommodate global partners.
• Access to a modern, fully equipped home office setup stipend.

Project Timeline & Contract Details

The project commences on May 29 and will be conducted remotely from your home in Continental Portugal. The role is a permanent position with a 3‑month probation period. Successful candidates will enjoy a stable, long‑term career path within Brighthush.

How to Apply

Ready to bring your bilingual expertise to a forward‑thinking hospitality platform? Click the link below to submit your application and join Brighthush’s mission to transform travel support.

Apply to Brighthush Today

Brighthush – Where Hospitality Meets Innovation

At Brighthush, we’re not just building a platform; we’re crafting experiences that resonate across cultures and languages. If you’re eager to make a tangible impact, collaborate with passionate professionals, and grow your career in a vibrant, remote setting, we invite you to apply. Join us and help shape the next chapter of global hospitality.