Seasoned Customer Support Consultant – Hospitality & Multilingual Service Excellence at brighthush
About brighthush
brighthush is a global leader in Intelligent Support-as-a-Service, empowering technology, SaaS, and hardware companies to deliver secure, scalable, and customer‑centric support at scale. Since 2010, we have partnered with industry pioneers—now all under the brighthush umbrella—to serve clients in more than 60 languages across 30+ countries. Our mission is simple: to transform every customer interaction into a memorable experience that drives loyalty, growth, and brand advocacy.
Why Join brighthush?
- Multicultural & Multilingual Environment: Work with a diverse team of over 1,500 specialists who thrive on solving problems across borders.
- Remote‑First Flexibility: Enjoy the freedom of a fully remote role with a flexible schedule that respects your personal commitments.
- People‑First Culture: Our leadership is dedicated to your professional development, offering mentorship, continuous learning, and a transparent career path.
- Impact & Recognition: Your contributions directly influence customer satisfaction metrics and the success of our global partners.
- Competitive Compensation: Earn in USD, with performance‑based bonuses and referral rewards that recognize your network and expertise.
Key Responsibilities
As a Customer Support Consultant at brighthush, you will be the frontline advocate for our clients’ customers. Your day‑to‑day tasks will include:
- Delivering exceptional support via phone, chat, and email, ensuring every interaction reflects the highest standards of professionalism and empathy.
- Building and nurturing long‑term relationships with customers, turning first‑time issues into repeat success stories.
- Staying ahead of evolving tools, technologies, and best practices in customer experience and support automation.
- Safeguarding sensitive customer data with strict adherence to privacy and security protocols.
- Implementing the latest customer happiness strategies—such as proactive outreach, sentiment analysis, and continuous improvement loops—to exceed satisfaction KPIs.
- Collaborating closely with developers, product managers, and cross‑functional specialists to resolve complex issues and provide actionable feedback.
- Monitoring and reporting on key performance indicators (KPIs) such as response time, resolution rate, CSAT, and NPS.
- Participating in on‑call rotations and shift coverage to support 24/7 global service demands.
Essential Qualifications
- Fluency in English (C1 level or higher) for both spoken and written communication.
- Minimum 6–12 months of experience in a customer support or help‑desk role, preferably within the hospitality or travel sector.
- Strong analytical and research skills, with the ability to diagnose problems quickly and propose effective solutions.
- Proactive, solution‑oriented mindset with a strong sense of ownership and accountability.
- Reliable personal computer (minimum 8 GB RAM) and a stable internet connection (≥50 Mbps download, ≥40 Mbps upload).
- Experience handling sensitive customer data and a solid understanding of data protection regulations.
Preferred Qualifications
- Prior experience in the hospitality industry—hotel, restaurant, or travel services—provides a natural advantage in understanding customer expectations.
- Multilingual capabilities beyond English, especially in languages spoken by our key markets.
- Familiarity with CRM platforms (e.g., Zendesk, Freshdesk, Intercom) and ticketing systems.
- Knowledge of customer experience metrics and the ability to translate data into actionable insights.
- Experience with remote collaboration tools (Slack, Teams, Zoom) and agile workflows.
Skills & Competencies
- Communication: Clear, concise, and empathetic communication across multiple channels.
- Problem‑Solving: Ability to dissect complex issues and deliver timely resolutions.
- Adaptability: Comfortable navigating changing priorities and evolving technology landscapes.
- Team Collaboration: Strong interpersonal skills to work effectively with cross‑functional teams.
- Customer‑Centric Mindset: Passion for exceeding customer expectations and turning challenges into opportunities.
- Time Management: Efficiently balancing multiple tickets while maintaining high quality.
Career Growth & Learning Opportunities
At brighthush, we believe in continuous growth. As a Customer Support Consultant, you will have access to:
- Structured onboarding and mentorship programs that accelerate your learning curve.
- Regular training sessions on emerging support technologies, industry trends, and soft‑skill development.
- Clear career pathways—from Senior Support Specialist to Team Lead, and eventually into Product or Customer Success roles.
- Opportunities to contribute to product roadmaps by sharing frontline insights with our engineering and product teams.
- Access to a global network of experts, conferences, and certifications that broaden your professional horizons.
Work Environment & Culture at brighthush
Our culture is built on trust, transparency, and empowerment. We do not enforce time‑tracking; instead, we focus on outcomes and impact. You will find:
- A supportive leadership team that values your input and encourages innovation.
- Inclusive international community where diversity is celebrated and every voice is heard.
- Regular virtual team events, knowledge‑sharing sessions, and informal coffee chats to foster camaraderie.
- Health and wellness initiatives, including mental health resources and flexible work hours to maintain a healthy work‑life balance.
Compensation & Benefits
- Competitive Salary: Paid in USD, with performance‑based bonuses tied to individual and team metrics.
- Referral Rewards: Earn bonuses for bringing talented peers into the brighthush family.
- Remote Work Flexibility: Work from anywhere with a reliable internet connection.
- Professional Development: Company‑sponsored training, certifications, and conference attendance.
- Health and wellness resources, including virtual fitness classes and mental health support.
- Inclusive benefits package tailored to remote employees, covering health insurance, retirement plans, and more.
Equal Opportunity & Privacy
brighthush is committed to equal treatment of all candidates and strictly prohibits discrimination on any protected grounds. Your personal data will be handled in accordance with our Candidate Privacy Notice.
How to Apply
If you are MERITORIOUS, please mention the word MERITORIOUS and tag RMjYwNDoyZGMwOjEwMToyMDA6OjI4NTA= in your application to demonstrate that you have read the entire posting. This helps us identify genuine, engaged candidates.
Ready to join a team that values your expertise and offers limitless growth? Submit your CV in English and let’s explore how you can make a difference at brighthush.