Remote Customer Service Agent – Travel Advisory & Inbound Support – 11/30 Hire – brighthush

About brighthush and the Travel Industry

brighthush is a leading global travel solutions provider that empowers travelers to discover, book, and enjoy unforgettable journeys. With a portfolio that spans flights, hotels, tours, and experiential travel, we are committed to delivering seamless, personalized service from the moment a traveler books until they return home. Our mission is to make travel effortless, safe, and memorable for every customer, and we do this by combining cutting‑edge technology with a passionate, customer‑first culture.

As the travel landscape evolves, brighthush is expanding its omnichannel support network to meet the growing expectations of modern travelers. We are looking for dedicated, empathetic, and adaptable Remote Customer Service Agents who will become the trusted voice of our brand. If you thrive on solving complex problems, enjoy working in a fast‑paced environment, and want to be part of a company that values innovation, teamwork, and continuous learning, we invite you to join our November 30th training cohort.

Key Responsibilities

• Handle high‑volume inbound calls and emails: Assist travelers with reservation updates, itinerary changes, payment processing, and general travel inquiries.
• Resolve complex, multi‑step issues: From re‑booking flights after schedule changes to untangling billing discrepancies, use critical thinking and judgment to find the best solution.
• Maintain accurate documentation: Record all customer interactions, updates, and follow‑ups in our CRM and ticketing systems.
• Operate across multiple platforms: Work efficiently with 5–7 applications and multi‑monitor setups to provide quick, accurate service.
• Communicate product knowledge: Explain brighthush travel products, policies, and promotions to travelers in a clear, friendly manner.
• Follow up on pending requests: Use email and outbound calls to keep travelers informed and ensure their concerns are fully addressed.
• Adhere to metrics and values: Meet performance targets such as average handle time, speed to answer, and customer satisfaction scores while embodying brighthush values—Open & Courageous Communication, Risk Taking, Emotional Maturity, Thriving in Change, Teamwork, Speed, and Quality.
• Provide empathy and support: Handle cancellations, itinerary changes due to global events, and other sensitive situations with compassion and professionalism.
• Continuous improvement: Participate in ongoing training, share best practices, and contribute to process enhancements.

Essential Qualifications

• Minimum of 2 years of experience in a call center or customer‑service environment, handling inbound, unscripted conversations.
• At least 1 year of remote work experience, with a proven track record of meeting performance metrics in a virtual setting.
• Strong problem‑solving and critical‑thinking skills; ability to navigate ambiguous situations and make sound decisions.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Proficiency with multiple software applications, including CRM, ticketing, and payment systems.
• Reliable, high‑speed internet connection (hardwired preferred); stable Wi‑Fi is not acceptable.
• Ability to work independently, manage time effectively, and maintain focus in a remote environment.

Preferred Qualifications

• Experience in the travel or hospitality industry, with knowledge of flight, hotel, or tour booking processes.
• Familiarity with omnichannel support tools and social media customer service.
• Previous exposure to metrics‑driven performance reviews and incentive programs.
• Background in troubleshooting billing and payment issues.
• Experience with data entry and maintaining accurate records across multiple systems.

Skills & Competencies for Success

• Customer‑centric mindset: Prioritize the traveler’s experience and seek to exceed expectations.
• Adaptability: Quickly learn new tools, processes, and policies as the business evolves.
• Resilience: Stay calm and composed during high‑pressure situations or unexpected call topics.
• Team collaboration: Share insights, support peers, and contribute to a positive remote work culture.
• Attention to detail: Ensure accuracy in documentation, billing, and reservation changes.
• Time management: Balance multiple tasks while meeting performance metrics.
• Technical proficiency: Comfortable navigating legacy and next‑generation systems.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear career pathways. As a Remote Customer Service Agent, you will have access to:

• Structured onboarding and six‑week training program covering travel industry fundamentals, product knowledge, and system proficiency.
• Ongoing learning modules, webinars, and certifications in travel technology and customer experience.
• Mentorship from senior agents and cross‑functional teams.
• Internal job boards and promotion tracks to roles such as Team Lead, Quality Analyst, or Technical Support Specialist.
• Leadership development programs for high‑performing agents.

Work Environment & Company Culture

brighthush fosters a culture of openness, innovation, and continuous improvement. Our remote agents enjoy:

• Flexible work hours within defined shift windows, allowing for a healthy work‑life balance.
• A supportive virtual community with regular team huddles, virtual coffee breaks, and peer recognition.
• Access to a digital knowledge base, chat support, and real‑time collaboration tools.
• Recognition programs that celebrate achievements, milestones, and customer success stories.

Compensation, Perks, and Benefits

We offer a competitive compensation package designed to reward performance and dedication:

• Base pay: $18.00 per hour.
• Incentive bonus: Eligibility for an annual performance‑based bonus.
• Overtime opportunities: Additional income during peak booking and travel seasons.
• Health & wellness: Substantial medical, dental, and vision coverage; virtual fitness classes; wellness resources.
• Paid time off: Generous PTO, 11 paid holidays, and paid volunteer days.
• Travel benefits: 50% discount on trips for you and a companion, 25% for immediate family, and exclusive quarterly associate offers.
• Financial & development perks: 401(k) with company match, life and disability insurance, tuition assistance, pet insurance, and discounts on home and auto services.

Training & Work Schedule

Our comprehensive onboarding program spans six weeks, Monday–Friday, 9:00 a.m.–5:00 p.m. ET. Following training, you will transition into a production schedule that aligns with our global customer base:

• Sunday–Thursday shift: Sunday 10:00 a.m.–6:00 p.m. ET; Monday–Thursday 12:00 p.m.–8:00 p.m. ET.
• Tuesday–Saturday shift: Tuesday–Friday 12:00 p.m.–8:00 p.m. ET; Saturday 10:00 a.m.–6:00 p.m. ET.

These schedules are designed to provide coverage across key time zones while allowing for personal flexibility.

Eligibility & Location Requirements

This remote position is open exclusively to candidates residing in the following U.S. states:

• Alabama, Arizona, Florida, Georgia, Indiana, Nevada, North Carolina, Ohio, South Carolina, Texas, Utah.

Applicants must have a reliable, hardwired internet connection and a dedicated workspace that meets our technical requirements.

How to Apply

Ready to become the voice that guides travelers worldwide? Click the link below to submit your application and join our November 30th training cohort. We look forward to welcoming you to the brighthush family and helping you build a rewarding career in the travel industry.