Experienced Remote Customer Service Representative – Travel & Hospitality Support Specialist (USA)

About brighthush

At brighthush, we’re redefining the way people experience travel. Founded on the belief that every journey should be seamless, personalized, and unforgettable, brighthush has grown into a leading U.S.-based travel agency that partners with airlines, hotels, and local experiences to craft itineraries that delight our clients. Our mission is simple: deliver exceptional customer experiences that turn first‑time travelers into lifelong ambassadors.

We’re a team of passionate, tech‑savvy professionals who thrive in a fast‑paced, remote-first environment. Our culture is built on collaboration, continuous learning, and a relentless focus on service excellence. Whether you’re a seasoned travel expert or a customer‑service superstar, brighthush offers a platform where your skills can shine and your career can grow.

Position Summary

We’re looking for a dedicated Customer Service Representative to join our remote team. In this role, you’ll be the first point of contact for our clients, guiding them through every step of their travel planning journey—from initial inquiry to post‑trip follow‑up. Your ability to communicate clearly, solve problems efficiently, and maintain a positive attitude will be key to ensuring our clients feel supported and valued.

Key Responsibilities

• Multi‑Channel Support: Respond to customer inquiries via phone, email, live chat, and social media platforms, ensuring timely and accurate information.
• Reservation Assistance: Help clients book flights, hotels, car rentals, and activities, while verifying availability, pricing, and special requests.
• Itinerary Management: Provide detailed itineraries, travel policies, and service updates, and update client records in our CRM system.
• Issue Resolution: Identify and resolve customer concerns—such as booking changes, cancellations, or service disruptions—using a calm, solution‑oriented approach.
• Collaboration: Work closely with internal teams (sales, operations, marketing) and external partners (airlines, hotels) to ensure a seamless customer experience.
• Data Accuracy: Maintain organized, up‑to‑date customer records, ensuring data integrity and compliance with privacy regulations.
• Continuous Improvement: Provide feedback on process gaps and suggest enhancements to improve service quality and operational efficiency.
• Professional Development: Participate in ongoing training sessions and webinars to stay current on industry trends and new technologies.

Essential Qualifications

• Proven experience in customer service or client support, preferably in a travel, hospitality, or related industry.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Strong organizational skills with the ability to multitask and prioritize in a fast‑paced environment.
• Comfortable using online systems, CRM platforms, and collaboration tools (e.g., Slack, Teams).
• Reliable high‑speed internet connection and a dedicated, quiet workspace suitable for remote work.
• Self‑motivated, independent worker who thrives in a team‑oriented culture.

Preferred Qualifications

• Experience in the travel, tourism, or hospitality sector, with a solid understanding of booking processes and travel regulations.
• Previous remote work experience, demonstrating strong time‑management and communication skills.
• Attention to detail and a proactive approach to problem solving.
• Positive, customer‑centric mindset with a passion for creating memorable travel experiences.
• Knowledge of travel booking platforms (e.g., Amadeus, Sabre) or customer‑relationship management systems.

Skills & Competencies

• Customer‑First Attitude: Empathy, patience, and a genuine desire to help.
• Communication: Clear, concise, and professional across all channels.
• Technical Proficiency: Quick learner of new software and tools.
• Problem Solving: Analytical thinker who can troubleshoot and resolve issues swiftly.
• Adaptability: Comfortable with changing priorities and evolving processes.
• Team Collaboration: Ability to coordinate with cross‑functional teams and external partners.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Customer Service Representative, you’ll have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training on the latest travel industry trends, technology tools, and customer‑service best practices.
• Clear career pathways—whether you aspire to become a Senior Support Specialist, a Team Lead, or transition into Sales or Operations.
• Cross‑departmental projects that broaden your skill set and expose you to new facets of the travel business.
• Annual performance reviews with actionable feedback and personalized development plans.

Work Environment & Culture

Our remote-first culture means you can work from anywhere in the United States, as long as you have a reliable internet connection and a professional workspace. We value flexibility, so you’ll enjoy:

• Flexible scheduling that aligns with business needs and your personal life.
• Regular virtual team meetings, social events, and informal “coffee chats” to foster connection.
• A supportive, inclusive environment that celebrates diversity and encourages open communication.
• Access to a digital collaboration hub where you can share ideas, resources, and best practices.

Compensation & Benefits

While specific figures may vary based on experience, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for remote customer‑service roles.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO), holidays, and sick leave.
• Professional development stipend for courses, certifications, or conferences.
• Employee discount program for travel bookings and partner services.

How to Apply

Ready to embark on a rewarding career where you help people explore the world? Submit your application through our careers portal or click the link below. We’re excited to learn how your skills and passion align with the mission of brighthush.