Executive – Customer Experience Leader – Remote Travel Technology & Hospitality Solutions at brighthush

About brighthush – Pioneering the Future of Travel

Founded in 2007 by visionary entrepreneurs, brighthush has grown into a technology powerhouse that empowers millions of Indian travelers to plan, book, and manage journeys across rail, air, bus, and hotel segments. Leveraging cutting‑edge artificial intelligence, proprietary algorithms, and crowd‑sourced data, brighthush delivers a seamless, intelligent travel experience through its suite of mobile and web applications. With more than 540 million annual active users projected for FY 2025, brighthush stands as the leading online travel agency (OTA) for the “Next Billion Users” in India, shaping how people explore the country and beyond.

Why This Role Matters

Customer experience is the heart of brighthush’s mission. As an Executive – Customer Experience, you will be the champion of every traveler’s journey, ensuring that every interaction—whether it’s a hotel reservation, a flight booking, or a post‑trip query—feels effortless, trustworthy, and delightful. Your leadership will directly influence brand loyalty, revenue growth, and the overall perception of brighthush in a highly competitive market.

Key Responsibilities

• End‑to‑End Customer Journey Management: Own the complete lifecycle of customer interactions, from first contact through resolution, ensuring consistency across all channels (phone, chat, email, and social).
• Team Leadership & Development: Mentor, coach, and motivate a remote team of customer service representatives, fostering a culture of continuous improvement and high performance.
• Operational Excellence: Design, implement, and refine standard operating procedures (SOPs) for calling and backend operations, aligning them with brighthush’s quality standards and compliance requirements.
• Data‑Driven Decision Making: Analyze key performance indicators (KPIs) such as CSAT, NPS, first‑call resolution, and average handling time to identify trends, root causes, and opportunities for enhancement.
• Training & Onboarding: Lead a rigorous 2‑week training program that immerses new hires in the nuances of the hotel booking ecosystem, travel industry fundamentals, and brighthush’s proprietary tools.
• Assessment & Quality Assurance: Conduct post‑training assessments to validate knowledge, skill proficiency, and readiness for live customer interactions.
• Security & Compliance Stewardship: Safeguard sensitive customer and company data in line with brighthush’s Information Security Management System (ISMS) policies, reporting any suspected incidents promptly.
• Cross‑Functional Collaboration: Partner with product, engineering, marketing, and analytics teams to relay customer insights that drive product enhancements and new feature development.
• Shift Management: Coordinate rotational shift schedules across six working days per week, ensuring coverage for peak travel periods and maintaining service level agreements (SLAs).
• Continuous Improvement Initiatives: Champion process automation, AI‑driven chatbots, and self‑service portals that reduce friction and elevate the overall experience.

Essential Qualifications

• Education: Minimum a bachelor’s degree in Business, Hospitality, Information Technology, or a related field.
• Experience: At least 6 months of hands‑on experience in inbound/outbound calling and backend operations within a travel, hospitality, or OTA environment.
• Industry Knowledge: Demonstrated understanding of the travel ecosystem—including rail, air, bus, hotel, and cab services—is required.
• Technical Readiness: Reliable laptop, high‑speed Wi‑Fi, and a quiet home office setup to support fully remote work.
• Communication Skills: Excellent verbal and written English, with the ability to convey complex information clearly and empathetically.
• Problem‑Solving Ability: Proven track record of diagnosing issues quickly, proposing solutions, and following through to resolution.

Preferred Qualifications & Nice‑to‑Have Skills

• Prior experience in a leadership or supervisory role within a contact‑center environment.
• Familiarity with CRM platforms (e.g., Salesforce, Zendesk) and ticketing systems.
• Exposure to AI‑driven recommendation engines or data analytics tools.
• Certification in Information Security (e.g., ISO 27001, CISSP) or related compliance frameworks.
• Multilingual abilities, especially Hindi, Bengali, Tamil, or Telugu, to serve diverse Indian travelers.

Core Skills & Competencies for Success

• Customer‑Centric Mindset: Passion for delivering exceptional service that exceeds expectations.
• Leadership Acumen: Ability to inspire remote teams, manage performance, and cultivate a collaborative environment.
• Analytical Thinking: Comfort working with data dashboards, extracting insights, and translating them into actionable plans.
• Adaptability: Thrive in a fast‑changing travel landscape, adjusting strategies to seasonal demand spikes and emerging technologies.
• Attention to Detail: Meticulous handling of booking data, payment information, and personal identifiers to maintain data integrity.
• Time Management: Efficiently juggle multiple priorities while adhering to shift schedules and SLA commitments.

Career Growth & Learning Opportunities at brighthush

brighthush believes that its people are its greatest asset. As an Executive – Customer Experience, you will have a clear pathway to senior leadership roles such as:

• Customer Experience Manager – overseeing multiple regional teams.
• Head of Operations – shaping strategic direction for all contact‑center functions.
• Product Insight Lead – translating customer feedback into product roadmaps.

In addition, brighthush offers:

• Continuous Learning Stipends: Annual budget for courses, certifications, or conferences related to hospitality, AI, or leadership.
• Mentorship Programs: Pairing with senior executives to accelerate professional development.
• Cross‑Functional Rotations: Opportunities to spend short‑term assignments in product, data science, or marketing teams.

Work Environment & Culture

At brighthush, we celebrate a culture built on curiosity, inclusivity, and relentless innovation. Our remote‑first policy means you can work from any corner of India, while still feeling connected through:

• Weekly virtual town‑halls with the CEO and leadership team.
• Monthly “Culture Days” featuring virtual games, wellness sessions, and knowledge‑sharing webinars.
• Employee Resource Groups (ERGs) that champion diversity, women in tech, and sustainability initiatives.

We understand the importance of work‑life harmony, especially with a six‑day workweek. Therefore, we provide flexible shift swaps, generous paid time off, and a robust employee assistance program.

Compensation, Perks & Benefits (General Overview)

• Competitive Salary: Market‑aligned base pay with performance‑based bonuses.
• Health & Wellness: Comprehensive medical, dental, and vision coverage for you and your immediate family.
• Retirement Savings: Employer‑matched contributions to a provident fund or similar scheme.
• Technology Allowance: Annual stipend for home‑office upgrades, high‑speed internet, and ergonomic accessories.
• Learning & Development: Access to an online library of courses, certifications, and industry webinars.
• Recognition Programs: Quarterly awards for outstanding customer service, innovation, and teamwork.
• Travel Benefits: Discounted rates on brighthush bookings for personal travel, encouraging you to experience the product first‑hand.

Application Process

Ready to shape the future of travel for millions of users? Follow these steps:

1. Submit your updated resume and a cover letter highlighting your experience in travel‑related customer service.
2. Complete the 2‑week virtual onboarding and training program designed by brighthush’s expert trainers.
3. Pass the post‑training assessment that evaluates your knowledge of the hotel booking ecosystem and overall travel domain.
4. Upon successful completion, you will be officially absorbed onto brighthush’s payroll and begin your journey as a key member of our Customer Experience leadership team.

Join brighthush – Your Next Big Career Move

If you are a proactive, data‑driven professional with a passion for travel and a knack for leading remote teams, brighthush wants to hear from you. This is more than a job; it’s an invitation to become part of a visionary organization that is redefining how India travels. Embrace the challenge, unleash your potential, and help millions of travelers turn their dreams into reality.