Seasoned Remote Travel Specialist & Customer Support Lead – Global Travel Planning, Client Experience Excellence, and AI‑Powered Journey Design

About brighthush

brighthush is a trailblazing travel technology firm that is reshaping how the world explores new horizons. By fusing advanced artificial intelligence, real‑time data analytics, and a deep passion for adventure, we empower travelers to discover, book, and savor unforgettable experiences—all while delivering world‑class customer support. Our mission is simple yet bold: make travel effortless, personalized, and accessible to everyone, everywhere.

Operating entirely from a remote-first model, brighthush champions flexibility, diversity, and a culture of continuous learning. We believe that great ideas can emerge from any corner of the globe, and we provide the tools, resources, and autonomy for our team members to thrive in a dynamic, global environment.

Position Overview

We are seeking an energetic, detail‑oriented Remote Travel Specialist & Customer Support Lead to join our expanding customer experience team. In this role, you will guide clients through every stage of their travel journey—from the first inquiry to post‑trip follow‑up—while ensuring flawless booking execution and exceptional service quality.

As a remote leader, you will collaborate with cross‑functional teams, mentor junior specialists, and continuously refine our support processes to keep pace with evolving travel trends and client expectations.

Key Responsibilities

• Client Engagement & Journey Management – Serve as the primary point of contact for travelers, offering personalized recommendations, itinerary planning, and real‑time assistance.
• Booking Accuracy & Coordination – Manage reservations across flights, hotels, car rentals, and activities, ensuring all details are correct and aligned with client preferences.
• Issue Resolution & Escalation – Resolve complex travel disruptions (cancellations, changes, refunds) with empathy and efficiency, escalating to senior stakeholders when necessary.
• Process Improvement – Analyze support metrics, identify bottlenecks, and propose enhancements to streamline workflows and elevate the customer experience.
• Team Leadership & Mentorship – Coach and train new travel specialists, conduct performance reviews, and foster a collaborative, high‑energy remote work culture.
• Data Management & Reporting – Maintain accurate client records in our CRM, generate weekly reports on booking volumes, satisfaction scores, and operational KPIs.
• Industry Knowledge & Trend Analysis – Stay current on travel regulations, destination trends, and emerging technologies to provide informed guidance to clients.
• Cross‑Functional Collaboration – Partner with Sales, Marketing, Product, and Technical teams to align on customer journeys and feature rollouts.

Essential Qualifications

• Minimum of 3 years’ experience in travel planning, customer support, or a related field.
• Proven track record of managing complex itineraries and resolving high‑volume customer inquiries.
• Strong organizational skills with meticulous attention to detail.
• Excellent written and verbal communication in English; additional languages are a plus.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and travel booking platforms (e.g., Amadeus, Sabre).
• Comfortable working independently in a fully remote environment, with reliable internet and a dedicated workspace.
• Demonstrated ability to lead, mentor, and inspire a remote team.

Preferred Qualifications

• Experience with AI‑driven travel recommendation engines or data‑analytics tools.
• Knowledge of global travel regulations, visa requirements, and health advisories.
• Background in hospitality, tourism, or a related academic field.
• Experience in a SaaS or tech‑focused travel company.
• Certifications such as Certified Travel Associate (CTA) or similar credentials.

Key Skills & Competencies

• Customer‑Centric Mindset – Passion for delivering memorable experiences and turning challenges into opportunities.
• Problem‑Solving – Ability to think critically, troubleshoot issues, and devise creative solutions.
• Adaptability – Thrive in a fast‑moving industry with shifting regulations and emerging travel trends.
• Time Management – Prioritize tasks effectively in a remote setting, balancing multiple client requests simultaneously.
• Collaboration – Work seamlessly with cross‑functional teams across time zones.
• Data‑Driven Decision Making – Use metrics to assess performance and guide continuous improvement.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Remote Travel Specialist & Customer Support Lead, you will:

• Advance to senior leadership roles such as Director of Customer Experience or Head of Travel Operations.
• Participate in industry conferences, webinars, and workshops to stay ahead of travel trends.
• Access internal training programs covering advanced booking systems, AI integration, and leadership skills.
• Contribute to product roadmap discussions, influencing the next generation of travel technology.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere while staying connected to a vibrant, global team. We celebrate diversity, encourage open communication, and reward innovation. Expect:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Flexible working hours that respect work‑life balance.
• Access to a digital collaboration suite (Slack, Zoom, Notion).
• Annual virtual retreats and quarterly virtual coffee chats.
• A culture that values transparency, continuous feedback, and personal growth.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for remote travel specialists.
• Performance‑based bonuses tied to customer satisfaction and booking metrics.
• Health, dental, and vision insurance for you and your dependents.
• Generous paid time off, including vacation, sick leave, and personal days.
• Professional development stipend for courses, certifications, and conferences.
• Equity options as part of our long‑term incentive program.
• Remote work stipend to support home office setup.
• Access to a global travel discount program for personal adventures.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re shaping the future of travel. You’ll:

• Work with a passionate, mission‑driven team that values creativity and impact.
• Leverage cutting‑edge technology to deliver seamless, personalized travel experiences.
• Enjoy the freedom of remote work without sacrificing collaboration or career growth.
• Make a tangible difference in people’s lives by turning travel dreams into reality.

Ready to Take the Next Step?

If you’re a proactive, customer‑first professional with a love for travel and a knack for leading remote teams, we want to hear from you. Join brighthush and help us redefine the way the world travels—one itinerary at a time.