Seasoned Customer Support Representative – LATAM, Remote, AI‑Enhanced, Payment & Booking Specialist for brighthush
About brighthush
brighthush is a trailblazing technology company that powers the next generation of outdoor hospitality. Our platform connects travelers with campgrounds, RV parks, and other nature‑based accommodations, while giving operators a powerful, cloud‑based tool to manage reservations, payments, availability, and day‑to‑day operations. We’re not just a marketplace – we’re the backbone of every trip, every booking, and every guest experience in the outdoor sector. With a mission to make travel to the great outdoors seamless, safe, and unforgettable, brighthush is rapidly expanding across the Americas and beyond.
Why brighthush?
At brighthush, we blend cutting‑edge technology with a deep respect for nature and community. Our culture is built on:
- Innovation: We constantly iterate on our product and support processes to stay ahead of industry trends.
- Impact: Every ticket you resolve directly influences a traveler’s adventure and an operator’s revenue.
- Collaboration: Cross‑functional teams work together in a flat, transparent environment.
- Growth: We invest in learning, mentorship, and career progression for every employee.
- Flexibility: Fully remote work, flexible hours, and a focus on work‑life balance.
Role Overview
We’re looking for a dedicated Customer Support Representative to become the first line of defense for both travelers and park operators. You’ll handle a high volume of tickets across chat, email, and phone, triage issues using our playbooks, and resolve problems that fall within your scope. When a situation requires higher authority, you’ll flag it for escalation. Accuracy, empathy, and speed are your superpowers.
Key Responsibilities
- Ticket Management: Respond to support tickets from travelers and operators via chat, email, and phone, ensuring a consistent, friendly tone.
- Triage & Resolution: Use the team’s playbooks to assess each ticket, determine the appropriate solution, and close the issue when possible.
- Escalation: Identify payment, booking, or account problems that require a lead’s judgment and route them promptly.
- AI Utilization: Leverage AI tools to draft responses, auto‑populate fields, and keep documentation up to date.
- Root‑Cause Analysis: Log recurring issues and collaborate with product and engineering to address systemic problems.
- Documentation: Maintain accurate ticket notes and update macros so the next agent can pick up seamlessly.
- Performance Metrics: Meet or exceed response time, resolution time, and customer satisfaction targets during your shift.
- Collaboration: Work closely with the Customer Support & Operations Lead, product team, and finance to ensure a smooth customer journey.
Essential Qualifications
- 1–3 years of experience in customer support or a related customer‑facing role.
- Fluent written English with the ability to communicate clearly with U.S. travelers and operators.
- Proven ability to handle a high ticket volume while maintaining accuracy on payment and booking details.
- Calm, clear communication skills, especially when a traveler’s trip is on the line.
- Comfortable using AI tools to streamline repetitive tasks.
- Basic troubleshooting instincts: dig into an issue before escalating.
- Reliable schedule adherence and follow‑through on open tickets.
Preferred Qualifications
- Experience in travel, hospitality, or marketplace support.
- Familiarity with booking or payment platforms (e.g., Stripe, PayPal, or similar).
- Background writing macros or contributing to support documentation.
- Experience working in a startup or software environment.
- Knowledge of outdoor hospitality industry trends.
Skills & Competencies
- Customer‑Centric Mindset: Empathy, patience, and a genuine desire to help.
- Problem‑Solving: Analytical thinking and the ability to troubleshoot complex issues.
- Communication: Clear, concise, and professional written and verbal communication.
- Technical Proficiency: Comfortable with CRM systems, ticketing tools, and basic data entry.
- Adaptability: Thrive in a fast‑moving, evolving environment.
- Team Player: Collaborate effectively across departments.
Career Growth & Learning Opportunities
At brighthush, your career path is as dynamic as our product. As the support team scales, you’ll have the chance to:
- Move into a Senior Support Specialist role, handling more complex cases and mentoring new hires.
- Transition into a Support Operations Manager, overseeing ticket flow, process improvement, and team performance.
- Explore cross‑functional roles in Product, Engineering, or Finance, leveraging your deep customer insight.
- Participate in continuous learning programs, including industry certifications, language courses, and leadership workshops.
- Attend virtual conferences and webinars to stay ahead of industry trends.
Work Environment & Company Culture
brighthush is a fully remote, contractor‑based organization that values autonomy, accountability, and collaboration. Our remote culture is supported by:
- Regular virtual team meetings and stand‑ups.
- Open communication channels via Slack, Teams, and email.
- Flexible working hours that overlap with U.S. business hours.
- A culture of transparency: we share quarterly updates, product roadmaps, and company metrics.
- Community events, such as virtual coffee chats, game nights, and outdoor adventure meet‑ups.
Compensation, Perks, and Benefits
While the exact compensation is based on experience, we offer a competitive package that includes:
- Competitive hourly rate aligned with industry standards for LATAM contractors.
- 20 days of paid time off (PTO) plus U.S. holidays.
- Access to a digital benefits portal with health, wellness, and learning resources.
- Opportunity to earn performance bonuses tied to customer satisfaction metrics.
- Flexible work schedule that respects personal commitments.
- Regular feedback loops and performance reviews to support your growth.
How to Apply
Ready to join a team that’s redefining outdoor hospitality? Click the button below to submit your application. We’re excited to learn how you can help travelers and operators thrive on brighthush.
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Interview Process
Our interview journey is designed to be transparent, efficient, and insightful:
- Intro Call: Discuss your experience, communication style, and approach to support.
- Hiring Manager Interview: Evaluate your systems thinking, escalation judgment, and technical aptitude.
- Short Challenge: Propose workflows, automations, and metrics for sample support scenarios.
- Final Conversation: Align expectations, discuss role fit, and answer any remaining questions.
Join brighthush Today
At brighthush, every ticket you resolve is a step toward making outdoor adventures smoother and more memorable. If you’re passionate about customer service, thrive in a fast‑paced environment, and want to grow with a forward‑thinking company, we want to hear from you. Apply now and become a vital part of the brighthush community.
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