Seasoned Global Travel Customer Support Specialist – Expert Client Experience, Booking Management, and Personalized Travel Concierge Services at brighthush

About brighthush

brighthush is a trailblazing, fully remote travel agency that reimagines how people explore the world. By blending cutting‑edge technology, data‑driven insights, and a passion for adventure, we empower travelers to craft unforgettable journeys while ensuring every step is seamless, safe, and personalized. Our culture thrives on curiosity, collaboration, and a relentless commitment to service excellence. At brighthush, every client is a partner in their own travel story, and every team member is a storyteller who helps bring that story to life.

Position Overview

We are seeking an experienced, empathetic, and tech‑savvy Travel Customer Support Specialist to become the first point of contact for our global clientele. In this fully remote role, you will guide clients from the moment they initiate a booking through to their return home, ensuring a flawless experience that reflects brighthush’s brand promise of personalized, high‑quality service. Your blend of customer‑centric mindset, meticulous attention to detail, and love for travel will be essential to maintaining the trust and satisfaction that set us apart in the industry.

Key Responsibilities

• Client Communication & Relationship Building: Respond promptly and professionally to inquiries via email, phone, live chat, and social media. Maintain a consistent, friendly tone that reflects brighthush’s brand voice.
• Booking Management & Coordination: Handle new reservations, modifications, cancellations, and special requests using our proprietary booking engine and third‑party platforms such as Amadeus, Sabre, and Travelport.
• Information & Advisory Services: Provide up‑to‑date, accurate details on destinations, travel requirements, visa regulations, health advisories, and agency policies. Serve as a trusted advisor for clients’ travel questions.
• Trip Confirmation & Post‑Trip Follow‑Up: Verify itinerary details, confirm travel documents, and conduct post‑trip satisfaction surveys to capture feedback and identify improvement opportunities.
• Issue Resolution & Escalation: Resolve client concerns with empathy, professionalism, and strong problem‑solving skills. Escalate complex issues to senior staff or relevant departments when necessary.
• Data Management & CRM Integrity: Maintain accurate client records in our CRM, ensuring data integrity, confidentiality, and compliance with privacy regulations.
• Continuous Improvement & Process Enhancement: Participate in regular training, share insights on customer trends, and contribute to the refinement of support processes and knowledge bases.
• Cross‑Functional Collaboration: Work closely with sales, operations, marketing, and product teams to align on client expectations, service standards, and new product launches.

Essential Qualifications

• Proven experience in customer service, ideally within travel, hospitality, or a related field.
• Excellent written and verbal communication skills in English; additional languages are a competitive advantage.
• Strong organizational skills with the ability to manage multiple tasks, deadlines, and priorities simultaneously.
• Comfortable with technology, including email, phone systems, chat platforms, and booking software.
• Passion for travel and a genuine desire to help others create memorable experiences.
• Self‑motivated, dependable, detail‑oriented, and proactive in problem solving.

Preferred Qualifications

• Experience with travel booking platforms such as Amadeus, Sabre, or Travelport.
• Knowledge of visa requirements, travel insurance, and health advisories for international destinations.
• Background in a customer‑facing role within a remote or distributed team.
• Familiarity with CRM systems (e.g., Salesforce, HubSpot) and data analytics tools.
• Previous exposure to travel‑related marketing or social media engagement.

Core Competencies & Skills

• Customer‑Centric Mindset: A genuine commitment to exceeding client expectations and delivering delight at every touchpoint.
• Communication Excellence: Clear, concise, and engaging communication across all channels.
• Problem‑Solving: Ability to analyze issues, identify solutions, and implement corrective actions quickly.
• Adaptability: Comfortable navigating changing priorities and evolving travel regulations.
• Team Player: Collaborative attitude, sharing knowledge and supporting colleagues.
• Tech Savvy: Quick learner of new software and tools, with a strong aptitude for data entry and CRM management.
• Time Management: Efficiently prioritizing tasks to meet service level agreements.

Career Growth & Learning Opportunities

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

• Progress into senior support roles or team lead positions.
• Transition into specialized areas such as itinerary design, destination management, or travel consulting.
• Participate in ongoing training programs covering the latest travel trends, technology, and customer service best practices.
• Earn certifications in travel industry standards (e.g., IATA, CWT, or Travelport).
• Attend virtual conferences and workshops to broaden your professional network.
• Access a dedicated learning budget for courses, certifications, and conferences.
• Receive mentorship from senior leaders and industry experts.

Work Environment & Culture at brighthush

Our remote‑first culture is built on trust, flexibility, and collaboration. You will enjoy:

• Full remote work with flexible scheduling to accommodate your personal life.
• Regular virtual team huddles, brainstorming sessions, and social events.
• A supportive environment where your ideas are heard and valued.
• Access to a digital knowledge base, internal wikis, and peer‑to‑peer learning resources.
• A commitment to diversity, equity, and inclusion, fostering a welcoming space for all.
• Annual virtual retreats and optional in‑person meet‑ups for team bonding.
• Tools and technology that empower you to work efficiently from anywhere.

Compensation, Perks & Benefits

While specific figures vary based on experience, we offer a competitive salary package that includes:

• Competitive base pay aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance options for you and your dependents.
• Paid time off, including vacation, sick leave, and personal days.
• Travel perks such as discounted rates on flights, hotels, and experiences.
• Access to a corporate travel portal for personal use.
• Professional development budget for courses, certifications, and conferences.
• Employee referral bonuses and recognition programs.
• Flexible work hours and a fully remote work environment.

How to Apply

If you are passionate about travel, dedicated to exceptional customer service, and eager to grow within a dynamic remote team, we would love to hear from you. Click the link below to submit your application and start your journey with brighthush.