Customer Support Specialist – Universal Team – Elevate Travel‑Tech Experiences at brighthush
About brighthush
brighthush is a trailblazing travel‑tech powerhouse that is redefining how travel professionals connect with their clients. With a cutting‑edge B2B booking engine that seamlessly integrates hotels, flights, transfers, and car hire, we empower agencies, corporates, and travel consultants to deliver flawless journeys worldwide. Our mission is simple: to make travel planning effortless, transparent, and unforgettable. As we expand our footprint across continents, we’re looking for passionate, customer‑centric individuals to join our Universal Team and help us keep our clients smiling.
Why Join brighthush?
At brighthush, you’ll experience a culture that thrives on innovation, collaboration, and continuous learning. We celebrate diversity, encourage creative problem‑solving, and reward results with a transparent, merit‑based compensation structure. Whether you’re a seasoned professional or just starting your career, you’ll find:
- Impactful Work: Every ticket you resolve, every booking you streamline, directly enhances the travel experience for thousands of customers.
- Career Growth: Structured learning paths, mentorship programs, and cross‑functional projects that accelerate your skill set and open doors to leadership roles.
- Flexibility: Fully remote work from anywhere in the world, with a flexible 5‑day schedule that respects your personal commitments.
- Competitive Compensation: A base salary that reflects your expertise, plus performance‑based bonuses and a suite of benefits that support your well‑being.
- Community: A vibrant, global community of travel enthusiasts, tech innovators, and customer‑service champions who share your passion for excellence.
Key Responsibilities
As a Customer Support Specialist on the Universal Team, you will be the frontline guardian of our client relationships. Your day‑to‑day activities will include:
- Issue Resolution: Quickly diagnose and resolve client inquiries related to bookings, cancellations, upgrades, and ancillary services across the European market.
- Consultative Advising: Provide expert guidance on our product suite, helping clients maximize value and navigate complex travel itineraries.
- Supplier Liaison: Communicate with hotels, airlines, and other partners via email and phone to secure best rates, confirm reservations, and resolve discrepancies.
- Data Management: Leverage our CRM and internal databases to maintain accurate, up‑to‑date client records and track service metrics.
- Process Improvement: Identify recurring pain points, propose workflow enhancements, and collaborate with product and engineering teams to implement solutions.
- Quality Assurance: Participate in regular audits, provide feedback on ticket handling, and uphold our high standards of customer service.
Essential Qualifications
- Language Proficiency: Upper‑Intermediate English (spoken and written) and B2 Italian. Fluency in additional languages is a plus.
- Customer‑First Mindset: Demonstrated empathy, patience, and a genuine desire to help people.
- Technical Aptitude: Comfortable using CRM platforms, spreadsheets, and web‑based tools. Quick to learn new systems.
- Problem‑Solving Skills: Ability to think critically, analyze data, and propose actionable solutions under pressure.
- Reliability: Strong sense of responsibility, punctuality, and a track record of meeting or exceeding KPIs.
- Equipment: A reliable computer, high‑speed internet connection, and a clear microphone for calls.
Preferred Qualifications
- Experience in the travel industry, especially with B2B booking engines or travel agencies.
- Knowledge of European travel regulations, visa requirements, and tax implications.
- Previous exposure to customer support roles in a SaaS or tech environment.
- Familiarity with ticketing systems such as Amadeus, Sabre, or Galileo.
- Experience with data analytics tools (e.g., Tableau, Power BI) to track service metrics.
Core Competencies
- Communication: Clear, concise, and professional in both written and verbal interactions.
- Adaptability: Thrive in a fast‑paced, evolving environment with shifting priorities.
- Collaboration: Work effectively across departments—sales, product, engineering—to deliver seamless solutions.
- Time Management: Prioritize tasks, manage multiple tickets simultaneously, and meet SLA targets.
- Continuous Learning: Proactively seek knowledge, attend training sessions, and stay updated on industry trends.
Career Growth & Learning Opportunities
At brighthush, we believe that growth is a shared journey. As a Customer Support Specialist, you will:
- Progress to senior support roles, team lead, or specialist positions in product or operations.
- Participate in cross‑functional projects that expose you to product development, data science, and marketing.
- Attend industry conferences, webinars, and workshops—both virtual and in‑person—at no cost to you.
- Access an internal learning portal featuring courses on customer experience, travel industry trends, and technical skills.
- Receive mentorship from senior leaders who are committed to your professional development.
Work Environment & Culture
Our remote, global team is built on trust, transparency, and a shared passion for travel. We celebrate:
- Inclusive decision‑making where every voice matters.
- Regular virtual coffee breaks, game nights, and cultural exchange sessions.
- Flexible working hours that accommodate different time zones.
- A culture of feedback—both giving and receiving—ensuring continuous improvement.
Compensation & Benefits
We offer a competitive, performance‑driven package that rewards excellence:
- Base Salary: €9,600 – €13,200 per year, commensurate with experience.
- Performance Bonus: Up to €300 per month based on key performance indicators.
- Health & Wellness: Comprehensive health insurance, mental health support, and a wellness stipend.
- Retirement Plan: Company‑matched pension contributions.
- Technology Allowance: Monthly stipend for equipment upgrades and high‑speed internet.
- Travel Perks: Corporate discounts on hotels, flights, and car rentals for personal and professional travel.
- Paid Time Off: Generous vacation policy, sick leave, and personal days.
- Professional Development: Reimbursement for certifications, courses, and conference attendance.
Application Process
We’ve streamlined the hiring journey to respect your time and showcase our culture:
- Online Application: Submit your résumé and cover letter through our portal.
- Assessment: Complete a brief online assessment that evaluates your problem‑solving and communication skills.
- HR Interview: A friendly conversation with our HR team to discuss your background, motivations, and fit with brighthush.
- Technical Interview: A scenario‑based discussion with a senior support specialist to assess your ticket‑handling approach.
- Internet Speed Test: A quick test to ensure you meet our remote work connectivity requirements.
- Offer & Onboarding: Receive a formal offer, followed by a structured onboarding program that introduces you to our tools, processes, and culture.
Ready to Join brighthush?
If you’re eager to combine your love for travel with a passion for customer service, and you thrive in a fast‑moving, tech‑driven environment, we want to hear from you. Bring your curiosity, empathy, and drive to brighthush, and help us create unforgettable travel experiences for clients worldwide.