Dynamic Fluent English Customer Support Consultant – Hospitality & Travel Industry – Global Remote Role with brighthush

About brighthush

brighthush stands at the forefront of the Intelligent Support-as-a-Service (ISaaS) revolution, delivering world‑class customer experience solutions to leading technology, SaaS, software, and hardware innovators since 2010. With a footprint spanning more than 60 countries and a multilingual support network that covers 60 languages, brighthush empowers businesses to build lasting customer loyalty, reduce churn, and accelerate growth through secure, scalable, and highly personalized support.

Our people‑first philosophy is the engine behind our success. We nurture talent, champion continuous learning, and celebrate diversity, creating an environment where both seasoned professionals and fresh graduates can thrive. As a member of the brighthush family, you’ll join a vibrant community of over 1,300 specialists who are passionate about solving problems, ensuring customer satisfaction, and delivering exceptional service.

Key Responsibilities

As a Fluent English Customer Support Consultant, you will be the frontline ambassador of brighthush’s commitment to excellence. Your role will encompass a wide range of activities designed to delight customers, protect sensitive data, and drive operational efficiency.

• Deliver Outstanding Support – Handle customer inquiries across phone, chat, and email with professionalism and empathy, ensuring every interaction reflects brighthush’s commitment to excellence. You’ll be expected to resolve issues swiftly, while maintaining a calm and friendly tone.
• Build Lasting Relationships – Develop trust with clients by actively listening, anticipating needs, and providing proactive solutions that exceed expectations. You’ll become a trusted advisor for our hospitality and travel partners.
• Stay Ahead of Technology – Continuously learn and master new tools, platforms, and support workflows to keep pace with the evolving digital landscape. You’ll be encouraged to experiment with emerging technologies and share insights with the team.
• Safeguard Sensitive Data – Adhere to strict data protection protocols, handling customer information with the highest level of confidentiality and security. You’ll play a critical role in maintaining compliance with global privacy regulations.
• Apply Customer Happiness Practices – Implement the latest industry best practices, such as proactive outreach, sentiment analysis, and feedback loops, to elevate the overall customer experience. You’ll help shape our customer‑centric culture.
• Deep Product Knowledge – Maintain an in‑depth understanding of client solutions, troubleshooting common issues, and escalating complex problems to the appropriate technical teams. Your expertise will be essential for rapid issue resolution.
• Meet and Exceed KPIs – Track performance metrics (e.g., response time, resolution rate, CSAT) and consistently achieve or surpass set targets. Your data‑driven approach will help us continuously improve service quality.
• Collaborate Cross‑Functionally – Work closely with developers, product managers, and other specialists to resolve issues, share insights, and contribute to continuous improvement. Your collaboration will drive product enhancements and process optimizations.

Essential Qualifications

To thrive in this role, you should bring a blend of language proficiency, technical aptitude, and a proactive mindset.

• Fluent English Proficiency – Demonstrated C1 level or higher in both spoken and written communication, enabling you to articulate complex solutions clearly and professionally.
• Customer Support Experience – Minimum of six months in a customer support or help‑desk role, preferably within the hospitality or travel sector, providing context for the types of inquiries you’ll handle.
• Analytical & Research Skills – Ability to diagnose problems quickly and accurately, using logical reasoning and investigative techniques to uncover root causes.
• Positive, Proactive Attitude – Thrive in a fast‑paced, remote environment and take ownership of your work, consistently seeking ways to improve processes and outcomes.
• Reliable Technology Setup – Personal computer with at least 8 GB of RAM and a stable internet connection (minimum 50 Mbps download, 40 Mbps upload) to ensure seamless communication and productivity.

Preferred Qualifications

These additional qualifications will set you apart and accelerate your impact at brighthush.

• Prior experience in hospitality, logistics, or related sectors, providing a deeper understanding of industry nuances.
• Familiarity with CRM platforms (e.g., brighthush) and ticketing systems, enabling efficient issue tracking and resolution.
• Knowledge of data privacy regulations such as GDPR or CCPA, ensuring compliance and safeguarding customer data.
• Experience working in a remote, distributed team environment, demonstrating self‑discipline and strong communication skills.
• Multilingual capabilities beyond English, adding value to our global support network.

Skills & Competencies

Success in this role requires a blend of soft and technical skills, each contributing to a superior customer experience.

• Communication Excellence – Clear, concise, and empathetic communication across multiple channels, ensuring customers feel heard and understood.
• Problem‑Solving – Ability to think critically, troubleshoot, and propose effective solutions, turning challenges into opportunities for improvement.
• Time Management – Prioritize tasks, manage multiple tickets simultaneously Apply for this job