Seasoned Remote Customer Service Representative – Guest Experience & Operations Specialist for brighthush

About brighthush

brighthush is a trailblazer in the vacation rental and property management arena, redefining how guests experience hospitality across the United States and beyond. With a portfolio that spans boutique hotels, luxury villas, and curated Airbnb listings, brighthush delivers seamless, personalized service that turns first‑time visitors into lifelong ambassadors. Our mission is simple: create unforgettable stays by combining cutting‑edge technology, meticulous attention to detail, and a team of passionate professionals who treat every guest like family.

As we expand our footprint, we’re looking for a dedicated Remote Customer Service Representative who can thrive in a fast‑paced, high‑volume environment while maintaining the warm, human touch that sets brighthush apart. If you’re a self‑motivated, detail‑oriented communicator with a knack for problem‑solving, we invite you to join our dynamic, remote team and help shape the future of hospitality.

Key Responsibilities

• Guest Interaction & Support – Provide prompt, courteous, and professional assistance to guests via phone, email, and live chat. Handle inquiries, reservations, and concerns with a smile, ensuring every interaction reflects brighthush’s commitment to excellence.
• High‑Volume Outreach – Conduct outbound welcome calls, follow‑ups, and post‑stay surveys to gather feedback and reinforce guest satisfaction. Manage a busy call schedule while maintaining accuracy and empathy.
• Email & Inbox Management – Own the team’s shared inbox, triage messages, and route them to the appropriate departments. Keep responses timely and consistent with brand guidelines.
• Issue Resolution & Escalation – Identify and resolve guest issues independently whenever possible. Escalate complex problems to supervisors following established protocols, ensuring a smooth handoff and timely resolution.
• Payment & Transaction Support – Process scheduled payments, handle payment discrepancies, and coordinate with finance to secure revenue. Communicate with guests regarding payment status in a professional manner.
• Data & Review Management – Document guest reviews, track sentiment, and maintain detailed records in our CRM. Use insights to recommend improvements and highlight success stories.
• Administrative & File Management – Organize and maintain digital files, update guest profiles, and complete miscellaneous administrative tasks as directed by supervisors.
• Confidentiality & Compliance – Safeguard guest information and adhere to privacy regulations. Maintain strict confidentiality in all interactions.
• Continuous Improvement – Participate in training sessions, share best practices, and contribute ideas to enhance guest experience and operational efficiency.

Essential Qualifications

• Minimum 2 years of customer service experience, preferably in hospitality or a high‑volume call center.
• Fluent in written and spoken English with a strong grasp of idiomatic expressions.
• Proven ability to manage multiple tasks simultaneously without compromising quality.
• Strong organizational skills and meticulous attention to detail.
• Self‑starter who can own the day’s workload and work independently with minimal supervision.
• Reliable, high‑speed internet connection (minimum 100 Mbps download, 10 Mbps upload) and a quality computer capable of video conferencing.
• Secure Wi‑Fi connection and a working headset, computer, and Wi‑Fi‑enabled cellphone for all work‑related communication.
• Physical ability to sit for up to 8 hours per day with scheduled breaks.
• Legal eligibility to work remotely from Mexico.

Preferred Qualifications

• Experience with Apple computers or advanced proficiency in Microsoft Office (Word, Excel) and Google G‑Suite.
• Knowledge of vacation rental platforms (e.g., Airbnb, Vrbo) and property management systems.
• Previous experience handling guest complaints, dispute resolution, or debt collection (non‑violent).
• Familiarity with CRM software and ticketing systems.
• Multilingual capabilities beyond English (Spanish, French, etc.) are a plus.
• Background in remote work environments and a proven track record of meeting or exceeding performance metrics.

Skills & Competencies

• Communication Excellence – Clear, concise, and empathetic verbal and written communication.
• Problem‑Solving – Ability to analyze situations, identify root causes, and implement effective solutions.
• Time Management – Prioritize tasks, meet deadlines, and maintain productivity during peak periods.
• Technology Savvy – Comfortable navigating multiple software platforms, troubleshooting basic tech issues, and leveraging digital tools to enhance service.
• Team Collaboration – Strong interpersonal skills, willingness to share knowledge, and ability to work cross‑functionally.
• Adaptability – Thrive in a dynamic environment, adjust to changing priorities, and remain calm under pressure.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Remote Customer Service Representative, you’ll have access to a wealth of professional development resources, including:

• On‑the‑job training modules covering guest relations, conflict resolution, and product knowledge.
• Monthly webinars with industry experts, covering trends in hospitality, technology, and customer experience.
• Mentorship programs pairing new hires with seasoned team members for guidance and career advice.
• Clear advancement pathways to roles such as Guest Experience Manager, Operations Coordinator, or Team Lead.
• Opportunities to contribute to cross‑department projects, expanding your skill set beyond customer service.

Work Environment & Company Culture

brighthush champions a culture of inclusivity, innovation, and work‑life balance. Even though you’ll be working remotely, you’ll feel part of a vibrant, collaborative community thanks to:

• Weekly virtual team huddles and social events.
• Open communication channels via Slack, Teams, and video calls.
• Flexible scheduling that accommodates different time zones and personal commitments.
• A commitment to mental and physical well‑being, with resources for stress management and ergonomic support.
• Recognition programs that celebrate achievements and milestones.

Compensation & Benefits

We offer a competitive monthly salary of 16,000 pesos, paid weekly via direct deposit. In addition to base pay, you’ll enjoy:

• Performance‑based bonuses tied to guest satisfaction metrics.
• Health and wellness stipend to support your home office setup.
• Access to a digital benefits portal for flexible spending on health, wellness, and professional development.
• Paid time off and holidays aligned with local regulations.
• Opportunities to earn additional income through referral programs.

Schedule & Availability

As a remote role based in Mexico, you’ll work a rotating schedule that aligns with Central Standard Time (CST). Typical shifts include:

• 8 am – 5:30 pm CST (days vary)
• 1:30 pm – 11:00 pm CST (days vary)
• Night and day shifts alternate every other week.

We value flexibility, so we’ll work with you to find a schedule that meets both your needs and the operational demands of our guests.

How to Apply

Ready to bring your passion for hospitality to brighthush? Submit your resume in English and complete a brief personality assessment through The Predictive Index – a required step in our hiring process. Once your application is received, we’ll schedule a reference call with one of your last two employers to verify your experience and fit.

Click the link below to apply and start your journey with brighthush:

Apply to This Job

Join brighthush Today

At brighthush, you’ll be part of a forward‑thinking team that values creativity, accountability, and a genuine love for guest service. If you’re ready to take the lead in delivering exceptional customer experiences from the comfort of your home, we encourage you to apply now. Let’s create unforgettable moments together.