Multilingual Customer Experience Advisor – Czech & English – Remote Work from Athens
About brighthush
brighthush is a global leader in travel technology, empowering millions of travelers worldwide to discover, plan, and book unforgettable journeys with ease. Our mission is to transform the way people experience travel by combining cutting‑edge technology, data‑driven insights, and a relentless focus on customer delight. With a vibrant, diverse, and inclusive culture, we bring together talented professionals from every corner of the globe to create solutions that matter.
Why Join brighthush?
At brighthush, you’ll be part of a fast‑moving, high‑impact team that thrives on innovation, collaboration, and a shared passion for customer success. We value curiosity, resilience, and a growth mindset, and we provide the tools, resources, and support you need to excel in a dynamic, remote‑first environment. Whether you’re a seasoned customer experience specialist or just starting your career, brighthush offers a platform to learn, grow, and make a real difference in the lives of travelers.
Position Overview
As a Multilingual Customer Experience Advisor – Czech & English, you will serve as the primary point of contact for Czech‑speaking travelers seeking assistance with bookings, changes, cancellations, and general inquiries. Working remotely from Athens, you will leverage your language skills, empathy, and problem‑solving abilities to deliver exceptional support across multiple channels, including chat, email, and phone. Your role is pivotal in upholding brighthush’s customer‑first culture and ensuring every traveler feels heard, respected, and satisfied.
Key Responsibilities
- Customer Support Excellence: Provide timely, accurate, and courteous assistance to Czech‑speaking customers via chat, email, and phone, ensuring a seamless experience from inquiry to resolution.
- Booking Management: Guide customers through booking processes, modifications, and cancellations, using our proprietary platform and tools to deliver precise solutions.
- Case Documentation: Maintain detailed, up‑to‑date records of all customer interactions, issues, and resolutions in our CRM system, ensuring data integrity and compliance.
- Issue Escalation: Identify complex or high‑priority cases, collaborate with cross‑functional teams (operations, product, finance), and ensure swift escalation and resolution.
- Process Improvement: Continuously evaluate support workflows, identify bottlenecks, and propose enhancements to improve efficiency and customer satisfaction.
- Brand Advocacy: Embody brighthush’s values and customer‑centric ethos in every interaction, acting as a brand ambassador for our mission and culture.
- Team Collaboration: Participate in regular team meetings, knowledge‑sharing sessions, and training workshops to stay aligned with product updates and best practices.
- Performance Metrics: Meet or exceed key performance indicators (KPIs) such as response time, resolution rate, customer satisfaction scores, and quality audit results.
Essential Qualifications
- Language Proficiency: Native or near‑native fluency in Czech and professional proficiency in English.
- Communication Skills: Excellent verbal and written communication abilities, with a knack for simplifying complex information.
- Problem‑Solving Mindset: Strong analytical skills, a proactive approach to troubleshooting, and a commitment to finding win‑win solutions.
- Attention to Detail: Meticulous record‑keeping and a focus on accuracy in all customer interactions.
- Remote Work Readiness: Reliable high‑speed internet connection, a quiet workspace, and the ability to work independently while staying connected to the team.
- EU Work Permit: Valid EU work permit or residence card, allowing you to work remotely from Athens.
Preferred Qualifications
- Experience in customer support or hospitality within the travel industry.
- Familiarity with CRM platforms (e.g., Zendesk, Freshdesk) and ticketing systems.
- Knowledge of travel booking processes, airline and hotel policies, and common traveler pain points.
- Previous experience working in a remote or distributed team environment.
- Additional language skills (e.g., Greek, Spanish, French) are a plus.
Key Skills & Competencies
- Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
- Adaptability: Ability to thrive in a fast‑changing environment, quickly learning new tools and processes.
- Collaboration: Strong teamwork skills, with a willingness to share knowledge and support colleagues.
- Time Management: Efficiently prioritize tasks, manage multiple tickets, and meet deadlines.
- Technical Proficiency: Comfortable navigating web applications, spreadsheets, and basic troubleshooting.
- Emotional Intelligence: Empathy, patience, and the capacity to handle sensitive or stressful situations with grace.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Experience Advisor, you will have access to:
- Structured onboarding and continuous training programs covering product knowledge, customer service excellence, and industry trends.
- Mentorship from senior advisors and cross‑functional leaders, fostering skill development and career progression.
- Opportunities to transition into specialized roles such as Customer Success Manager, Product Support Lead, or Operations Analyst.
- Participation in innovation labs and hackathons, where you can contribute ideas that shape the future of travel technology.
- Regular performance reviews and personalized development plans to align your goals with brighthush’s strategic objectives.
Work Environment & Company Culture
brighthush champions a culture of inclusivity, transparency, and continuous improvement. Our remote‑first model empowers you to work from anywhere while staying connected through:
- Weekly virtual town halls and team check‑ins.
- Digital collaboration tools (Slack, Microsoft Teams, Miro) that foster real‑time communication.
- Flexible working hours that accommodate different time zones and personal commitments.
- A global community of passionate professionals who celebrate diversity and share a common mission to enhance travel experiences.
Compensation, Perks, and Benefits
While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:
- Base salary commensurate with market standards for remote customer experience roles.
- Performance‑based bonuses tied to customer satisfaction metrics and team goals.
- Health and wellness benefits, including medical, dental, and vision coverage.
- Generous paid time off, parental leave, and flexible vacation policies.
- Professional development stipend for courses, certifications, and conferences.
- Access to a digital benefits platform covering gym memberships, mental health resources, and more.
- Company‑sponsored travel perks, allowing you to explore new destinations and experience the products you support.
How to Apply
Ready to join a team that values innovation, empathy, and customer delight? Submit your resume and a brief cover letter highlighting your experience in customer support, language proficiency, and why you’re excited about the travel industry. We look forward to learning how you can contribute to brighthush’s mission of redefining travel experiences for millions of travelers worldwide.