Seasoned Travel Customer Care Specialist – Remote (Chile) – Elevate Guest Experience, Drive Loyalty, and Shape Global Travel Journeys at brighthush

About brighthush

brighthush is not just a travel tech company; it’s a movement that reimagines how people discover, plan, and live their adventures. By weaving together cutting‑edge AI, real‑time data analytics, and a passionate community of wanderers, we deliver curated itineraries, instant multilingual support, and insider access to destinations worldwide. Our mission is simple yet powerful: make travel seamless, personalized, and unforgettable. We believe that every trip should feel like a story worth sharing, and we’re building the tools and culture that turn that belief into reality.

Our Mission and Vision

At brighthush, travel is more than a destination—it’s an experience that shapes memories, broadens horizons, and connects people across cultures. Our vision is a world where every traveler feels confident, informed, and inspired, with technology acting as a seamless bridge between curiosity and discovery. We empower travelers with the insights, tools, and support they need to create unforgettable adventures, while helping partners elevate their own customer experiences.

Our Impact on the Travel Industry

By harnessing AI‑driven personalization, real‑time data, and a vibrant community, brighthush is transforming the travel ecosystem. We provide:

• Curated itineraries that adapt to individual preferences and evolving travel trends.
• Instant, multilingual support that resolves issues before they become obstacles.
• Exclusive partner offers that unlock hidden gems and savings for our users.
• Data‑backed insights that help partners refine their services and stay ahead of market shifts.

Our platform is trusted by millions of travelers worldwide, and our partners rely on our expertise to elevate their own customer experiences.

Why This Role Matters

As a Travel Customer Care Specialist at brighthush, you will be the frontline ambassador of our brand, guiding travelers from the moment they book to the moment they return home. Your expertise will shape the emotional journey of our clients, ensuring that every interaction is smooth, supportive, and memorable. Whether you’re answering a last‑minute itinerary change or providing destination insights, your role is pivotal in building trust, fostering loyalty, and driving repeat business.

Day in the Life

Imagine starting your day by reviewing the overnight ticket queue, then moving through a series of live chats, emails, and phone calls. You’ll handle everything from simple booking tweaks to complex travel disruptions, all while maintaining a calm, empathetic tone. Your day will also involve collaborating with cross‑functional teams, updating knowledge bases, and participating in brief daily stand‑ups that keep the entire organization aligned. You’ll be the voice that turns a potential frustration into a delightful experience.

Key Responsibilities

• Multi‑Channel Support: Respond promptly to client inquiries via email, phone, and live chat, maintaining a professional tone and high response standards.
• Itinerary Management: Assist travelers with booking modifications, flight changes, hotel reservations, and activity adjustments, ensuring all details are accurate and up to date.
• Travel Advisory: Provide up‑to‑date travel requirements, visa information, health advisories, and destination tips tailored to each client’s needs.
• Feedback & Satisfaction: Conduct follow‑up surveys, gather feedback, and use insights to improve service quality and product offerings.
• Issue Resolution: Handle concerns with empathy, professionalism, and a problem‑solving mindset, escalating complex issues to the appropriate teams when necessary.
• Knowledge Management: Continuously update personal knowledge base, contribute to internal documentation, and stay current on industry trends and regulatory changes.
• Team Collaboration: Work closely with Sales, Operations, and Product teams to ensure a cohesive customer experience and share frontline insights.
• Process Improvement: Identify recurring pain points and propose enhancements to workflows, tools, and training materials.
• Data Entry & Reporting: Log all interactions accurately in the CRM, generate weekly reports, and provide actionable insights to leadership.
• Compliance & Security: Adhere to data protection regulations and internal policies when handling sensitive traveler information.

Daily Workflow & Tools

In this role, you’ll leverage a suite of modern tools to deliver exceptional service:

• CRM Platform: Manage tickets, track interactions, and maintain a 360‑degree view of each traveler.
• Live chat software and VoIP phone system for real‑time communication.
• Knowledge base and FAQ system for quick reference.
• Analytics dashboards to monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores.
• Collaboration tools (Slack, Teams) for cross‑departmental communication.

Essential Qualifications

• Proven experience in customer service, preferably within the travel, hospitality, or related service industry.
• Exceptional written and verbal communication skills in English; proficiency in Spanish is highly desirable.
• Strong organizational skills with a keen eye for detail and the ability to manage multiple tasks simultaneously.
• Comfortable with digital tools, CRM systems, and quick to learn new software platforms.
• Passion for travel and a genuine desire to help others create unforgettable experiences.
• Self‑motivated, proactive, and able to work independently in a remote environment.

Elaboration on Essential Qualifications

We’re looking for individuals who not only meet the baseline requirements but also bring a proactive mindset. Your ability to anticipate traveler needs, coupled with a meticulous approach to detail, will set you apart. A strong grasp of CRM workflows and a willingness to dive into data will enable you to deliver insights that drive continuous improvement.

Preferred Qualifications

• Experience with travel booking engines, airline reservation systems, or travel management platforms.
• Knowledge of global travel regulations, visa requirements, and health advisories.
• Previous exposure to data analytics or customer feedback tools.
• Multilingual abilities beyond English and Spanish.

Why Preferred Qualifications Matter

While not mandatory, these skills accelerate your impact and open doors to advanced roles. Familiarity with booking engines, for example, allows you to troubleshoot more efficiently, while multilingualism expands your ability to serve a diverse traveler base.

Core Skills & Competencies

• Customer‑Centric Mindset: Always put the client first, anticipating needs and exceeding expectations.
• Problem‑Solving: Quickly diagnose issues, propose solutions, and follow through until resolution.
• Communication Excellence: Articulate complex information clearly and concisely across all channels.
• Adaptability: Thrive in a fast‑moving environment, adjusting priorities as new challenges arise.
• Team Player: Collaborate effectively with cross‑functional teams and share knowledge openly.
• Tech Savvy: Comfortable navigating multiple digital platforms and troubleshooting basic technical issues.

Additional Competencies

• Time‑management skills that balance high-volume support with quality service.
• Empathy and emotional intelligence to handle sensitive traveler concerns.
• Analytical mindset to interpret data and translate findings into actionable improvements.
• Resilience under pressure, maintaining composure during peak travel seasons.

Success Metrics & KPIs

Performance in this role is measured against a blend of quantitative and qualitative indicators:

• First‑response time (target
• Resolution rate on first contact (target > 80%).
• Customer satisfaction score (CSAT) and Net Promoter Score (NPS).
• Ticket volume handled per shift.
• Contribution to knowledge base (articles created, updated).
• Escalation rate (target

These metrics help us continuously refine our processes and ensure that every traveler receives the highest level of care.

Career Growth & Learning Opportunities

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

• Progress into senior support roles, such as Team Lead or Customer Success Manager.
• Transition into product or operations teams, leveraging your frontline insights to shape future offerings.
• Participate in ongoing training programs covering advanced travel industry knowledge, customer experience best practices, and leadership development.
• Attend virtual conferences, webinars, and workshops to stay ahead of emerging trends.
• Earn certifications in travel compliance, customer service excellence, or data analytics.
• Mentor new hires and contribute to the development of internal training materials.

Learning Resources

We provide access to a curated library of courses, industry reports, and internal knowledge bases. Additionally, you’ll receive a dedicated learning budget to pursue external certifications or conferences that align with your career goals.

Work Environment & Culture at brighthush

Our remote‑first culture empowers you to work from anywhere while staying connected with a vibrant, global team. We value:

• Flexibility: Choose your own schedule within core hours to balance work and life.
• Collaboration: Daily stand‑ups, weekly team meetings, and open communication channels keep everyone aligned.
• Innovation: A culture that encourages experimentation, feedback, and continuous improvement.
• Diversity & Inclusion: A welcoming environment where diverse perspectives are celebrated.
• Well‑Being: Access to mental health resources, virtual fitness classes, and wellness stipends.
• Community: Regular virtual social events, book clubs, and travel hackathons foster camaraderie.

Remote Work Support

We provide a comprehensive remote‑work package that includes:

• Home office stipend for ergonomic equipment.
• High‑speed internet reimbursement.
• Access to a global network of coworking spaces.
• Flexible paid time off and a generous holiday schedule.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with market rates for remote travel support roles.
• Performance‑based bonuses tied to customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance for you and your dependents.
• Flexible paid time off and a generous holiday schedule.
• Travel perks: discounted rates on flights, hotels, and experiences, plus exclusive access to partner offers.
• Professional development budget to support courses, certifications, and conferences.
• Equity or stock‑option plans to share in the company’s long‑term success.
• Well‑being stipend for gym memberships, meditation apps, or wellness retreats.
• Annual travel stipend to explore new destinations.

How to Apply

If you’re ready to join a forward‑thinking travel tech company and make a real impact on travelers worldwide, we’d love to hear from you. Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush’s Travel Customer Care Specialist role. Highlight specific experiences where you delivered exceptional customer service, resolved complex issues, or contributed to process improvements.

Join brighthush – Where Every Journey Starts with Exceptional Care

At brighthush, we don’t just book trips; we craft experiences that linger in memories. As a Travel Customer Care Specialist, you’ll be the guardian of those memories, ensuring every traveler feels supported, informed, and inspired. If you’re passionate about travel, dedicated to customer delight, and eager to grow in a dynamic, remote environment, this is the opportunity for you.

Apply today and help us turn every trip into a story worth sharing.