Seasoned LATAM Customer Support Specialist – Global AI‑Driven Travel Revenue Solutions – Shift‑Based Tech Support & Operations

About brighthush

brighthush is a trailblazer in the travel technology arena, delivering AI‑powered revenue infrastructure that transforms every touchpoint of the booking journey. Since our founding in 2016, we have partnered with more than 350 global travel brands, unlocking hundreds of millions in incremental profit through predictive algorithms, synthetic availability, dynamic liquidity, and a robust rules engine. Our mission is simple yet ambitious: empower travel companies to scale effortlessly, stabilize margins, and deliver unforgettable customer experiences.

Operating from our headquarters in Tel Aviv and extending our reach across continents, brighthush thrives on a culture of innovation, collaboration, and relentless pursuit of excellence. We believe that every team member is an architect of our product’s future—whether that means shaping user experience, refining code, or driving operational efficiency. As we expand our global footprint, we’re looking for a dedicated LATAM Customer Support Specialist to join our dynamic tech‑support squad and help us deliver world‑class service around the clock.

Why brighthush?

• Impactful Work – Your support tickets will directly influence product evolution and customer satisfaction.
• Growth Opportunities – Fast‑track your career with mentorship, cross‑functional projects, and access to cutting‑edge AI research.
• Inclusive Culture – We celebrate diversity, encourage open dialogue, and foster a collaborative environment where every voice matters.
• Competitive Compensation – We offer a market‑aligned salary, performance bonuses, and a comprehensive benefits package.
• Work‑Life Balance – While the role is shift‑based, we provide flexible scheduling, paid time off, and wellness programs.

Key Responsibilities

As a pivotal member of our global tech‑support team, you will:

• Conduct in‑depth troubleshooting, including database analysis, log parsing, and code debugging to resolve complex issues escalated from lower support tiers.
• Maintain a low rate of non‑bug escalations to the development team, ensuring efficient resolution pathways.
• Author clear, actionable technical notes and troubleshooting procedures that become part of the shared knowledge base.
• Manage assigned cases to meet stringent service level agreements (SLAs), providing real‑time updates to stakeholders and business units.
• Collaborate closely with product, engineering, and operations teams to identify root causes, propose enhancements, and drive continuous improvement.
• Participate in on‑call rotations and weekend shifts, delivering uninterrupted support to our global clientele.
• Contribute to the development of automated monitoring tools and alerting systems to preemptively detect and mitigate issues.
• Act as a liaison between technical teams and non‑technical stakeholders, translating complex technical concepts into clear, actionable insights.

Essential Qualifications

• Minimum 2 years of experience in a technical customer support role within a software or SaaS company.
• Proficiency with SQL and relational database concepts.
• Strong command of English, both written and verbal, with the ability to communicate complex ideas clearly.
• Demonstrated creative troubleshooting skills, capable of diagnosing and resolving multifaceted problems.
• Ability to understand business flows and propose innovative technical solutions that align with customer goals.
• Self‑motivated, highly organized, and adept at prioritizing tasks under tight deadlines.
• Excellent multitasking abilities, a passion for continuous learning, and a collaborative team spirit.

Preferred Experience & Skills

• Experience analyzing system logs and interpreting diagnostic data.
• Familiarity with Zendesk or similar ticketing platforms.
• Background in the travel industry, understanding of booking engines, and travel‑specific pain points.
• Experience working with B2B clients and managing enterprise‑level support expectations.
• Knowledge of cloud infrastructure (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
• Basic understanding of AI/ML concepts and how they integrate into revenue management.

Skills & Competencies for Success

• Technical Acumen – Comfortable with code review, debugging, and performance tuning.
• Analytical Thinking – Ability to dissect complex systems and identify root causes efficiently.
• Communication – Clear, concise, and empathetic communication with both technical and non‑technical audiences.
• Adaptability – Thrive in a fast‑paced, evolving environment with shifting priorities.
• Customer‑Centric Mindset – Passionate about delivering exceptional service and turning challenges into opportunities.
• Team Collaboration – Work seamlessly with cross‑functional teams, sharing insights and driving collective success.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent. As a Customer Support Specialist, you will:

• Gain exposure to our AI‑driven product stack, learning how predictive models influence revenue strategies.
• Participate in cross‑departmental projects, such as product roadmap sessions and feature validation.
• Access internal training programs covering advanced SQL, cloud architecture, and AI fundamentals.
• Earn certifications in relevant technologies (e.g., AWS Certified Solutions Architect, Zendesk Administrator).
• Progress into senior support roles, technical account management, or product management tracks.

Work Environment & Culture

Our team operates in a hybrid model, combining the flexibility of remote work with the camaraderie of in‑office collaboration. We celebrate diversity, encourage open dialogue, and foster a culture where curiosity and experimentation are rewarded. Regular hackathons, knowledge‑sharing sessions, and community outreach initiatives keep our environment vibrant and forward‑thinking.

Compensation & Benefits

While specific figures vary based on experience and location, brighthush offers:

• Competitive base salary aligned with market standards for LATAM regions.
• Performance‑based bonuses tied to individual and team metrics.
• Health, dental, and vision insurance for employees and dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and remote work options to support work‑life balance.
• Professional development stipend for courses, certifications, and conferences.
• Employee wellness programs, including mental health resources and fitness subsidies.

How to Apply

Ready to make a tangible impact on the travel industry? Submit your resume in English, highlighting relevant experience and achievements. We’re excited to learn how your skills align with our mission to revolutionize travel revenue management.

Join brighthush Today

At brighthush, every ticket you resolve, every insight you share, and every collaboration you foster brings us closer to a future where travel brands thrive on data, innovation, and unparalleled customer satisfaction. If you’re passionate about technology, love solving puzzles, and thrive in a fast‑moving, global environment, we want to hear from you.

Apply now and become an integral part of a team that’s redefining the travel experience for millions worldwide.