Remote Position
Experienced Remote Czech‑Speaking Customer Support Specialist – Travel & Booking Assistance – Flexible Home‑Based Role in Greece
🌍 Remote · United States
💼 Full-time
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Join brighthush as a Remote Czech‑Speaking Customer Support Specialist
Imagine a career that blends your passion for helping people with the sun‑kissed charm of Greece. At brighthush, we are reshaping the travel‑support landscape by empowering a global team of multilingual professionals to deliver world‑class assistance from wherever they feel most inspired – whether that’s a cozy apartment in Athens, a seaside villa on the Cyclades, or a mountain retreat in the Peloponnese. If you are fluent in Czech and English, love guiding travelers through the intricacies of bookings, and crave the flexibility of a fully remote role, we want you to become a cornerstone of our customer‑experience engine.
Why brighthush?
- Global Reach, Local Touch: We serve millions of travelers each year, yet we understand that every journey is personal. Your Czech language expertise will be the bridge that connects our European customers to seamless, culturally‑aware travel experiences.
- Remote‑First Culture: Work from anywhere in Greece—no commute, no office walls. We provide the technology, training, and community you need to stay connected, productive, and engaged.
- Career Velocity: From entry‑level support to product leadership, brighthush offers clear, merit‑based pathways that let you explore new roles, acquire new skills, and accelerate your professional growth.
- Inclusive Community: Diversity is at the heart of brighthush. We celebrate different backgrounds, languages, and perspectives, fostering an environment where every voice is heard and valued.
- Industry Innovation: As a leader in travel technology, brighthush continuously invests in AI‑driven tools, data analytics, and next‑generation booking platforms, giving you the chance to work with cutting‑edge solutions.
Key Responsibilities
As a Czech‑speaking Customer Support Specialist, you will be the frontline of our customer experience, ensuring every traveler feels heard, understood, and satisfied. Your day‑to‑day tasks will include:
- Ticket Management: Resolve booking‑related inquiries—seat selection, itinerary changes, payment issues, and special‑request handling—using our advanced ticketing system while maintaining a high first‑contact resolution rate.
- Multilingual Communication: Provide clear, concise, and empathetic responses in Czech and English across chat, email, and phone channels, adapting tone and style to match each customer’s unique needs.
- Issue Escalation & Advocacy: Identify complex problems that require higher‑level intervention, route them to the appropriate internal teams, and keep the customer informed throughout the resolution process.
- Documentation & Knowledge Base Enrichment: Log all interactions accurately, update FAQs, and contribute to our internal knowledge repository to improve team efficiency and reduce repeat inquiries.
- Process Improvement & Feedback Loop: Analyze recurring pain points, propose workflow enhancements, and collaborate with product and engineering teams to implement customer‑centric improvements.
- Performance Metrics Management: Meet or exceed key performance indicators such as average response time, resolution rate, net promoter score (NPS), and overall customer satisfaction (CSAT).
- Cross‑Functional Collaboration: Partner with sales, marketing, and product teams to share insights from customer interactions that can inform product roadmaps and promotional strategies.
- Continuous Learning: Stay up‑to‑date on industry trends, new travel regulations, and brighthush product updates through regular training sessions and self‑directed study.
Essential Qualifications
- Fluency in Czech and English (both written and spoken) with the ability to switch seamlessly between languages.
- Minimum of 1 year of professional customer support experience, preferably within the travel, hospitality, or airline sectors.
- Demonstrated problem‑solving abilities and composure under pressure, especially during high‑volume travel seasons.
- Proficiency with customer support platforms (e.g., Zendesk, Freshdesk, Intercom) and basic CRM tools.
- Valid EU residency or work authorization to operate remotely from Greece.
- Reliable high‑speed internet connection (minimum 25 Mbps download) and a dedicated, quiet workspace.
- Strong written communication skills, with attention to grammar, spelling, and tone.
Preferred Qualifications
- Hands‑on experience with global travel booking systems such as Amadeus, Sabre, or Travelport.
- Knowledge of additional European languages (German, Polish, Spanish, or Hungarian) to broaden support coverage.
- Previous remote work experience and familiarity with virtual collaboration tools (Slack, Microsoft Teams, Zoom).
- Track record of exceeding customer satisfaction metrics and contributing to team‑wide performance improvements.
- Basic understanding of Greek culture, customs, and regional travel trends to enrich customer interactions.
- Certification in customer service excellence (e.g., HDI, COPC) or related fields.
Skills & Competencies
- Communication: Ability to articulate complex travel policies, fare rules, and technical details in a clear, friendly manner.
- Empathy & Emotional Intelligence: Recognize and respond to customer emotions, turning challenging situations into positive experiences.
- Technical Aptitude: Quick learner of new software, comfortable troubleshooting basic technical issues, and adept at navigating multiple systems simultaneously.
- Time Management & Prioritization: Efficiently juggle multiple tickets, meet SLA deadlines, and balance proactive outreach with reactive support.
- Analytical Thinking: Use data from ticket trends to identify root causes and suggest actionable improvements.
- Team Collaboration: Work constructively with cross‑functional partners, sharing insights that drive product enhancements and operational efficiencies.
- Adaptability: Thrive in a fast‑changing environment, embracing new tools, processes, and travel industry regulations.
Career Growth & Learning Opportunities
At brighthush, we view every role as a launchpad for future leadership. As a Customer Support Specialist, you’ll have access to a robust development ecosystem designed to accelerate your career:
- Mentorship Programs: Pairing with senior leaders in Customer Experience to receive guidance, feedback, and strategic career advice.
- Structured Training Pathways: Interactive modules covering advanced booking engine navigation, conflict resolution, data‑driven decision making, and multilingual communication techniques.
- Cross‑Departmental Shadowing: Opportunities to spend a week with product, marketing, or operations teams, gaining insight into how your support work influences broader business outcomes.
- Annual Skill‑Development Stipend: Up to €1,200 per year for courses, certifications, conferences, or language training of your choice.
- Clear Promotion Tracks: Progress from Support Agent to Senior Support Agent, Team Lead, Customer Success Manager, or even Product Specialist based on performance and ambition.
- Internal Mobility: Open applications for roles across the organization, encouraging lateral moves that broaden expertise.
Work Environment & Company Culture
Remote work at brighthush is more than a flexible schedule—it’s a vibrant, supportive community that mirrors the excitement of travel itself.
- Virtual Meet‑ups & Socials: Weekly team huddles, monthly town halls, quarterly virtual retreats, and informal coffee‑chat channels to keep the human connection alive.
- Inclusive Policies: Flexible holiday calendars, generous parental leave, gender‑neutral benefits, and mental‑health resources such as counseling and wellness apps.
- Community Engagement: Volunteer initiatives with local NGOs in Greece, sustainability projects, and travel‑related charity drives that let you give back.
- Wellness & Work‑Life Balance: Access to a digital wellness platform offering meditation, fitness classes, nutrition guidance, and ergonomic home‑office assessments.
- Recognition Programs: Monthly “Customer Hero” awards, peer‑nominated shout‑outs, and performance bonuses that celebrate exceptional service.
Compensation, Perks, and Benefits
While exact figures vary based on experience and market benchmarks, brighthush offers a competitive total rewards package designed to attract and retain top talent.
- Base Salary: Aligned with industry standards for remote customer support roles in the EU, reviewed annually.
- Performance‑Based Bonuses: Quarterly incentives tied to CSAT, NPS, and resolution metrics.
- Health & Dental Coverage: Comprehensive plans for you and eligible dependents, including tele‑medicine options.
- Paid Time Off: Generous vacation allowance, sick leave, personal days, and public holidays observed in Greece.
- Home‑Office Stipend: Annual budget for ergonomic furniture, high‑speed internet upgrades, and productivity accessories.
- Travel Discounts: Employee‑only discount program for brighthush bookings, partner airlines, and accommodation platforms.
- Retirement Savings: Contribution‑matching scheme to support long‑term financial goals.
- Learning & Development: Unlimited access to online learning platforms (LinkedIn Learning, Coursera) and internal knowledge hubs.
How to Apply
Ready to bring your language skills, customer‑first mindset, and passion for travel to brighthush? Follow these steps to submit your application:
- Prepare an up‑to‑date resume highlighting relevant support experience, language proficiency, and any travel‑industry exposure.
- Write a concise cover letter (150‑300 words) explaining why you are the perfect fit for this Czech‑speaking role and how you envision contributing to brighthush’s mission.
- Upload your documents through the application portal linked below.
- After submission, our talent acquisition team will review your profile and, if aligned, schedule a virtual interview with the hiring manager and a senior support mentor.