Dynamic Bilingual Customer Support Specialist – Guest Experience & Operations Coordinator for Short‑Term Rentals at brighthush

About brighthush

brighthush is a forward‑thinking hospitality platform that redefines the way travelers experience short‑term rentals. By combining cutting‑edge technology with a passion for personalized service, we empower property owners and guests alike to enjoy seamless stays, wherever they may be. Our mission is to create a world where every guest feels at home, and every host feels supported. If you thrive in a fast‑paced, customer‑centric environment and want to be part of a team that is shaping the future of travel, brighthush is the place for you.

Why This Role Matters

As the primary digital touchpoint for our guests, you will be the voice that turns a booking into a memorable experience. Your ability to resolve inquiries in real time, coordinate with maintenance and cleaning teams, and maintain meticulous documentation will directly impact guest satisfaction scores and repeat bookings. In short, you’ll be the linchpin that keeps our operations running smoothly and our guests smiling.

Key Responsibilities

• Guest Communication: Handle all inbound messages via the brighthush platform and the Guesty interface, responding promptly to stay‑related questions, real‑time concerns, and general inquiries.
• Operational Coordination: Work closely with the onsite Miami maintenance and cleaning teams to address issues as they arise, creating and following up on maintenance or cleaning requests.
• Escalation Management: Identify urgent or sensitive matters and elevate them to the Operations Lead, ensuring timely resolution.
• Documentation: Record every guest interaction in our CRM, ensuring that operational notes are accurate, complete, and accessible to the rest of the team.
• Team Support: Provide overflow messaging support during peak hours, helping to keep response times low and guest satisfaction high.
• Professional Standards: Maintain a calm, solution‑oriented tone in all communications, embodying brighthush’s commitment to excellence.

Essential Qualifications

• Minimum 1 year of customer service experience; hospitality or short‑term rental experience is a plus.
• Fluent in both written English and Spanish, with strong communication skills in both languages.
• Proven ability to manage multiple conversations simultaneously in a high‑volume environment.
• Comfortable using booking or CRM platforms; experience with Guesty is advantageous but not required.
• Prior experience in short‑term rental or property management settings.
• Familiarity with the brighthush platform and Airbnb ecosystem.
• Experience coordinating with maintenance and cleaning teams, tracking issues, and ensuring timely resolution.

Preferred Qualifications

• Experience in a remote, independent contractor role with a proven track record of self‑management.
• Knowledge of local regulations and compliance requirements for short‑term rentals in Miami.
• Strong analytical skills to identify trends in guest feedback and operational bottlenecks.
• Ability to provide actionable insights to improve guest experience and operational efficiency.

Core Skills & Competencies

• Multilingual Communication: Clear, concise, and empathetic messaging in both English and Spanish.
• Problem‑Solving: Quick assessment of issues and creative solutions that satisfy guests and stakeholders.
• Time Management: Prioritizing tasks in a fast‑paced environment while maintaining high quality.
• Technical Proficiency: Comfortable navigating CRM systems, spreadsheets, and communication tools.
• Collaboration: Working effectively with cross‑functional teams, including operations, maintenance, and cleaning.
• Adaptability: Thriving in a dynamic environment where priorities can shift rapidly.

Career Growth & Learning Opportunities

At brighthush, we believe that growth is a shared journey. As a Bilingual Customer Support Specialist, you will:

• Gain exposure to the full lifecycle of a short‑term rental, from booking to post‑stay follow‑up.
• Develop expertise in advanced CRM tools and data analytics that drive guest satisfaction.
• Participate in cross‑departmental projects, such as improving the Guesty integration or refining maintenance workflows.
• Access to ongoing training modules covering hospitality best practices, conflict resolution, and emerging industry trends.
• Potential pathways to roles in Operations Management, Guest Experience Leadership, or Product Development.

Work Environment & Culture at brighthush

We’re a distributed team that values flexibility, transparency, and a sense of community. Even though you’ll be working remotely, you’ll enjoy:

• Regular virtual team huddles and brainstorming sessions.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Access to a digital “water cooler” where you can connect with colleagues across the globe.
• Clear communication channels and an open-door policy with leadership.

Compensation, Perks, and Benefits

While the exact hourly rate will be determined after your assessment, we offer a competitive compensation package that reflects your experience and performance. Additional perks include:

• Permanent work‑from‑home arrangement.
• Immediate hiring for qualified candidates.
• Flexible scheduling that respects your personal commitments.
• Access to a digital benefits portal with health, wellness, and professional development resources.
• Performance‑based bonuses tied to guest satisfaction metrics.

How to Apply

Ready to bring your bilingual customer support expertise to a dynamic, growth‑oriented team? Click the button below to start your application. You’ll complete an assessment, a technical check, and a short voice recording to showcase your communication skills. Our hiring team will review your profile against all current openings, so even if this role isn’t the perfect fit, you may be considered for another exciting opportunity at brighthush.

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Join brighthush Today

At brighthush, we’re not just building a company; we’re building a community of passionate professionals who believe that hospitality is more than a service—it’s an experience. If you’re ready to make a tangible impact, grow your career, and work with a team that values your voice, we want to hear from you. Apply now and help us create unforgettable stays for guests around the world.