Experienced Customer Care Coordinator – Travel Services & Client Experience Specialist

About brighthush

At brighthush, we’re redefining the way people experience the world. Our mission is to make travel effortless, memorable, and accessible for everyone, from first‑time explorers to seasoned globetrotters. With a portfolio that spans luxury getaways, adventure expeditions, and sustainable tourism, we partner with top airlines, hotels, and local guides to deliver seamless journeys. Our culture is built on curiosity, innovation, and a relentless commitment to customer delight. If you thrive in a fast‑moving, service‑centric environment and want to help people create unforgettable memories, brighthush is the place for you.

Position Overview

We’re looking for a dynamic Customer Care Coordinator who can become the trusted voice for our travelers. In this role, you will guide clients through every step of their travel journey—planning, booking, and post‑trip support—while upholding brighthush’s high standards of service excellence. You’ll be the bridge between our clients and the internal teams that make their trips possible, ensuring that every interaction is smooth, personalized, and above and beyond expectations.

Why This Role Matters

Travel is more than a transaction; it’s an experience that shapes memories and emotions. As a Customer Care Coordinator, you’ll be the first point of contact for travelers, setting the tone for their entire journey. Your expertise, empathy, and attention to detail will directly influence customer satisfaction scores, repeat bookings, and brand advocacy. In short, you’ll be the heartbeat of brighthush’s customer experience.

Key Responsibilities

• Primary Point of Contact: Serve as the main liaison for all travel‑related inquiries, ensuring timely and accurate responses across email, chat, and phone channels.
• Travel Planning & Coordination: Collaborate with sales, operations, and partner teams to create customized itineraries, manage bookings, and handle last‑minute changes.
• Client Needs Monitoring: Proactively check in with travelers before, during, and after trips to anticipate needs, resolve issues, and gather feedback.
• Documentation & Follow‑Up: Maintain meticulous records of client interactions, preferences, and service requests in our CRM system; follow up on open tickets and ensure closure.
• Process Adherence: Follow brighthush’s standard operating procedures, quality guidelines, and compliance requirements to deliver consistent, high‑quality service.
• Continuous Improvement: Identify trends, pain points, and opportunities for process enhancements; share insights with the Customer Experience team.
• Team Collaboration: Work closely with cross‑functional teams—marketing, operations, finance—to resolve complex client issues and support new product launches.
• Remote Work Excellence: Operate effectively from a remote setting, managing time, communication, and productivity with minimal supervision.

Essential Qualifications

• Customer Service Expertise: Minimum 2 years of experience in a high‑volume customer support role, preferably in travel, hospitality, or a related industry.
• Relationship Building: Proven ability to build rapport quickly, listen actively, and respond with empathy and professionalism.
• Detail Orientation: Strong organizational skills with a track record of managing multiple client itineraries and documentation accurately.
• Self‑Directed Work Style: Comfortable working independently, setting priorities, and meeting deadlines in a remote environment.
• Tech Savvy: Familiarity with CRM platforms (e.g., Salesforce, HubSpot), ticketing systems, and collaboration tools (Slack, Teams).
• Adaptability: Willingness to learn new systems, processes, and industry trends quickly.

Preferred Qualifications

• Experience in travel booking, airline reservations, or hotel management.
• Background in sales support or administrative roles within the tourism sector.
• Knowledge of global travel regulations, visa requirements, and travel insurance products.
• Multilingual abilities (Spanish, French, Mandarin, etc.) are a plus.
• Passion for travel—personal travel experience or a strong interest in exploring new destinations.

Skills & Competencies

• Communication: Clear, concise, and friendly communication across written and verbal channels.
• Problem‑Solving: Ability to diagnose issues quickly, think creatively, and implement effective solutions.
• Time Management: Prioritize tasks, manage competing deadlines, and maintain high productivity.
• Customer‑Centric Mindset: Always put the client first, anticipating needs and exceeding expectations.
• Team Player: Collaborate with colleagues across departments, sharing knowledge and supporting shared goals.
• Data‑Driven: Use metrics and analytics to assess performance and drive continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Care Coordinator, you will have the chance to:

• Progress into senior support roles, such as Customer Experience Manager or Client Success Lead.
• Transition into product or operations roles, leveraging your deep understanding of traveler needs.
• Participate in cross‑functional projects that shape new travel offerings and service innovations.
• Access to ongoing training programs—both in‑house and external—covering travel industry trends, customer service best practices, and leadership development.
• Mentorship from senior leaders who are passionate about career growth and knowledge sharing.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, flexibility, and collaboration. You’ll enjoy:

• Full remote work with a flexible schedule that respects work‑life balance.
• Regular virtual team huddles, brainstorming sessions, and social events to foster connection.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.
• Access to a digital wellness toolkit—mindfulness apps, virtual fitness classes, and ergonomic resources.
• Annual travel stipend for employees to explore new destinations and recharge.

Compensation & Benefits

While exact figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays.
• Professional development budget and tuition reimbursement for relevant courses.
• Employee referral program with attractive incentives.

How to Apply

Ready to join a team that’s passionate about creating unforgettable travel experiences? Submit your resume and a brief cover letter highlighting why you’re the perfect fit for the Customer Care Coordinator role at brighthush. We’re excited to learn how your skills and enthusiasm can help us elevate the travel journey for our clients.