Seasoned Customer Service Specialist – Guest Experience & After‑Hours Support for Premium Vacation Rentals at brighthush

About brighthush

brighthush is a forward‑thinking hospitality partner that partners with high‑quality vacation rental owners across the United States. Our mission is to elevate the guest experience by providing seamless, 24‑hour support that turns every stay into a memorable adventure. With a portfolio that spans from cozy cabins in the Smoky Mountains to luxury beachfront villas, brighthush is dedicated to delivering exceptional service, fostering long‑term relationships, and driving sustainable growth for both guests and property owners.

Why Join brighthush?

At brighthush, you’ll be part of a dynamic, fast‑growing team that values innovation, collaboration, and continuous learning. We believe that great customer service is the cornerstone of a thriving hospitality business, and we empower our team members to take ownership, solve problems creatively, and grow their careers in a supportive environment.

Key Highlights

• Fully remote, flexible schedule with a focus on evening and weekend coverage.
• Competitive hourly rate, performance bonuses, and a comprehensive benefits package.
• Opportunities for career advancement into senior support roles, operations management, or product development.
• Access to ongoing training, industry certifications, and a culture of knowledge sharing.
• Inclusive, diverse workplace that celebrates individuality and promotes work‑life balance.

About the Role

As a Customer Service Specialist at brighthush, you will serve as the primary point of contact for guests during your assigned hours, ensuring that every interaction reflects the high standards of our brand. Your responsibilities will span communication, problem resolution, vendor coordination, and meticulous documentation—all while maintaining a calm, proactive demeanor under pressure.

What You’ll Do

• Guest Communication Management – Monitor and respond to messages across text, email, and platform channels (Airbnb, VRBO, Booking.com, etc.) during your shift.
• Information & Guidance – Provide accurate, detailed answers about check‑in/out procedures, cabin amenities, local attractions, and safety protocols.
• After‑Hours Maintenance Coordination – Identify maintenance issues, contact the appropriate local vendor, and keep guests informed until resolution.
• Escalation & Handoff – When necessary, elevate complex issues to the property owner or daytime team with a concise summary and action plan.
• Documentation & Reporting – Log all interactions, maintenance requests, and resolution steps in our PMS for a seamless handoff.
• Continuous Improvement – Review guest feedback, identify trends, and collaborate with the operations team to refine processes and knowledge base content.

What You Bring

• Hospitality Experience – Prior guest communications, customer service, or hospitality roles, preferably in short‑term rentals or similar environments.
• Excellent Communication Skills – Clear, concise, and friendly written and spoken English; ability to influence and reassure guests.
• Reliability & Availability – Commitment to your scheduled hours, including evenings and weekends, with no approximate availability.
• Calm Under Pressure – Proven ability to handle upset guests, urgent maintenance, or unexpected situations with composure.
• Self‑Sufficient Problem Solver – Comfortable navigating a knowledge base and resolving issues without constant escalation.
• Bonus Skills – Experience with short‑term rental platforms (Airbnb, VRBO), property management systems (Guesty, Hostaway, etc.), or listing optimization.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum of 1 year of customer service or hospitality experience.
• Proficiency with Microsoft Office, Google Workspace, and basic troubleshooting of common software tools.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a distributed team.

Preferred Qualifications

• Experience in a remote or virtual support environment.
• Knowledge of the Smoky Mountains region or similar vacation destinations.
• Multilingual capabilities (Spanish, French, etc.) to serve a diverse guest base.
• Familiarity with CRM or PMS platforms and data entry best practices.

Skills & Competencies

• Customer‑centric mindset with a passion for exceeding expectations.
• Strong problem‑solving and analytical skills.
• Excellent time‑management and prioritization abilities.
• Adaptability to changing priorities and fast‑paced environments.
• Team collaboration and cross‑functional communication.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You’ll have access to:

• Monthly training sessions on hospitality trends, technology updates, and soft‑skill enhancement.
• Mentorship programs pairing you with senior leaders in operations and product.
• Clear performance metrics that unlock pathways to senior support roles, team lead positions, or operations management.
• Opportunities to contribute to product roadmaps, knowledge base improvements, and guest experience initiatives.

Work Environment & Company Culture

Our culture is built on trust, transparency, and a shared commitment to guest satisfaction. Even though we’re a remote team, we maintain strong connections through:

• Weekly virtual stand‑ups and monthly all‑hands meetings.
• Open‑door communication channels via Slack, Teams, and email.
• Annual virtual retreats and quarterly team‑building activities.
• Recognition programs that celebrate individual and team achievements.

Compensation, Perks, and Benefits

While specific numbers may vary based on experience, brighthush offers:

• Competitive hourly rate with performance‑based bonuses.
• Health, dental, and vision insurance options for full‑time employees.
• Paid time off, including vacation days, sick leave, and personal days.
• Flexible work schedule with the ability to choose your preferred shift within the required coverage windows.
• Professional development stipend for courses, certifications, or conferences.
• Employee referral program with generous rewards.

Schedule & Availability

• 40 hours per week, with a focus on evening and weekend coverage (U.S. Eastern Time). • You will cover the three days per week when the local on‑site team is off, primarily during evening hours. • Two consecutive days off per week are scheduled in advance.

Application Process

To be considered for this role, please complete the application form in full. As part of the process, you will be required to record a short video introduction. This video is the first step of our interview process; without it, we cannot proceed with your application. If you are selected, you will receive an email confirming next steps.

Ready to Join brighthush?

If you are passionate about delivering outstanding guest experiences, thrive in a fast‑paced environment, and are ready to take ownership of after‑hours support, we want to hear from you. Apply today and become a key player in shaping the future of vacation rental hospitality.

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