Remote Customer Support Specialist – Reservation Services & Trip Coordination at brighthush

About brighthush

At brighthush, we’re redefining the way people experience travel. Our mission is to make every journey unforgettable by combining cutting‑edge technology with a human touch. From the moment a traveler clicks “Book” to the last mile of their adventure, brighthush is there to ensure seamless, personalized service. We’re a fast‑growing, fully remote company that values curiosity, collaboration, and continuous learning. If you’re passionate about helping people explore the world and thrive in a flexible, supportive environment, you’ll fit right in.

Position Overview

We’re looking for a dedicated Remote Customer Support Specialist to become the backbone of our reservation services team. In this role, you’ll be the first point of contact for travelers seeking assistance with booking details, itinerary coordination, and general service inquiries. Your focus will be on delivering high‑quality support, maintaining meticulous records, and ensuring every reservation is accurate and complete. The ideal candidate is patient, detail‑oriented, and thrives in a virtual setting where independence and self‑motivation are key.

Key Responsibilities

• Responsive Customer Support: Provide timely, friendly assistance to travelers via email, chat, and phone regarding reservation questions and service needs.
• Information Gathering: Collect all necessary details from clients—travel dates, preferences, special requests—to create accurate itineraries.
• Research & Verification: Look up accommodation, activity, and destination information to answer questions and confirm availability.
• Data Management: Enter and update client information in our CRM and reservation systems, ensuring data integrity and confidentiality.
• Documentation: Prepare and organize reservation details, confirmation emails, and travel documents for both clients and internal teams.
• Clear Communication: Keep clients informed throughout the booking process, providing status updates and next‑step instructions.
• Follow‑Up Coordination: Schedule reminders, confirm reservations, and track changes to itineraries.
• Workflow Support: Collaborate with the reservations team to confirm information, manage documentation, and resolve any discrepancies.
• Administrative Tasks: Perform general customer service duties, such as handling refunds, cancellations, and special requests.
• Continuous Improvement: Identify bottlenecks in the reservation process and propose solutions to enhance efficiency.

Essential Qualifications

• Proven experience in customer support, preferably in travel, hospitality, or a related field.
• Exceptional written and verbal communication skills in English; additional languages are a plus.
• Strong attention to detail and organizational abilities—capable of managing multiple tasks simultaneously.
• Comfortable using online tools, CRM systems, and digital collaboration platforms (e.g., Slack, Google Workspace).
• Self‑motivated with a track record of working independently in a remote environment.
• Reliable internet connection and a quiet workspace that meets brighthush’s remote work standards.
• Professional demeanor and a genuine passion for helping people.

Preferred Qualifications

• Experience with reservation or booking software (e.g., Amadeus, Sabre, or similar platforms).
• Background in travel planning, tour coordination, or event management.
• Familiarity with travel regulations, visa requirements, and health & safety guidelines.
• Knowledge of AI‑powered customer service tools and willingness to adopt new technologies.
• Previous exposure to a fully remote team culture and flexible scheduling.

Skills & Competencies

• Customer‑Centric Mindset: Anticipate client needs and deliver solutions that exceed expectations.
• Problem‑Solving: Quickly diagnose issues and find effective resolutions.
• Time Management: Prioritize tasks and meet deadlines in a fast‑paced environment.
• Adaptability: Thrive amid changing priorities and evolving travel trends.
• Team Collaboration: Communicate effectively with cross‑functional teams (sales, operations, tech).
• Data Integrity: Maintain accurate records and uphold privacy standards.
• Tech Savvy: Comfortable learning new software and troubleshooting basic technical issues.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Support Specialist, you’ll have the chance to:

• Progress to a Senior Support Lead role, overseeing a team of specialists.
• Transition into Reservation Operations, managing end‑to‑end booking workflows.
• Explore Product Management or Customer Experience Design tracks, leveraging your frontline insights.
• Participate in continuous learning programs—including travel industry certifications, language courses, and tech workshops.
• Attend virtual conferences and webinars to stay ahead of industry trends.

Work Environment & Culture

Fully Remote: Work from anywhere with a reliable internet connection. We trust you to manage your own schedule while meeting team commitments.

Flexible Scheduling: Choose work hours that fit your lifestyle—whether you’re a morning person or a night owl—while ensuring coverage across time zones.

Collaborative Culture: Our teams meet weekly via video calls, share ideas in real‑time chat channels, and celebrate successes together—no matter where you’re located.

Inclusive & Supportive: We value diversity, equity, and inclusion. Every voice is heard, and we actively foster an environment where everyone can thrive.

Continuous Feedback: Regular one‑on‑ones, performance reviews, and skill‑building sessions help you grow and stay aligned with brighthush’s goals.

Compensation, Perks & Benefits

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

• Base salary commensurate with market rates for remote customer support roles.
• Performance‑based bonuses and incentive programs.
• Comprehensive health, dental, and vision insurance (including telehealth options).
• Paid time off, sick leave, and a generous holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Flexible work‑from‑home allowance to set up your ideal workspace.
• Access to a digital wellness platform and mental health resources.
• Employee referral bonuses and team‑building retreats (virtual and in‑person).

How to Apply

Ready to join a forward‑thinking travel company that values your expertise and offers a flexible, supportive environment? Click the link below to submit your application and take the first step toward an exciting career with brighthush.