Seasoned Web Chat Consultant & Direct Sales Specialist – Guest Experience Champion – Elevate Luxury Travel at brighthush

Welcome to brighthush – Where Luxury Meets Innovation

At brighthush, we’re not just a travel company; we’re a movement that redefines the way people experience the sea. With a fleet of world‑class vessels, a relentless commitment to sustainability, and a culture that prizes innovation, teamwork, and customer delight, brighthush has become the go‑to destination for travelers who crave unforgettable moments on the open water. Our mission is simple: create seamless, personalized journeys that turn every guest into a lifelong ambassador.

Why Your Next Career Should Be with brighthush

We believe that our greatest asset is our people. Every team member plays a pivotal role in crafting the unforgettable experiences that our guests cherish. As a Web Chat Consultant, you will be at the frontline of our digital engagement strategy, turning online conversations into lasting relationships and revenue opportunities. If you thrive in a fast‑paced, customer‑centric environment and want to grow your career while making a real impact, brighthush is the place for you.

Job Summary

As a Web Chat Consultant, you will manage live chat interactions initiated by guests on the brighthush website. Your primary goal is to enhance the guest experience, build rapport, and drive direct sales through personalized recommendations. You will serve as the digital ambassador of brighthush, ensuring every conversation reflects our brand values and delivers exceptional service.

Key Responsibilities

• Live Chat Management: Respond to inbound chats promptly, maintaining a response time of under 60 seconds during peak hours.
• Customer Relationship Building: Establish and nurture strong connections with guests, listening actively to their needs and providing tailored solutions.
• Sales & Upselling: Utilize consultative selling techniques to recommend itineraries, stateroom upgrades, onboard credits, and ancillary products that align with guest preferences.
• Issue Resolution: Identify and resolve customer concerns quickly, escalating complex issues to the appropriate internal teams when necessary.
• Product Knowledge: Maintain an in‑depth understanding of brighthush’s fleet, itineraries, promotions, and onboard amenities to confidently answer questions.
• Brand Consistency: Represent brighthush’s mission, values, and brand voice in every interaction, ensuring a cohesive guest experience across all channels.
• Data Capture & Reporting: Log all chat interactions accurately in the CRM, track key metrics (e.g., conversion rate, average handling time), and provide weekly performance insights.
• Continuous Improvement: Participate in training sessions, share best practices, and contribute to the development of chat scripts and knowledge bases.
• Collaboration: Work closely with Sales, Marketing, and Customer Experience teams to align messaging and drive cross‑functional initiatives.
• Additional Duties: Perform any other job‑related tasks as assigned by the Manager or Director of Guest Experience.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Marketing, Business Administration, or a related field is preferred.
• Minimum of 6 months experience in a customer‑facing role within the hospitality or travel industry.
• At least 1 year of proven customer service experience, preferably with live chat or digital communication tools.
• Strong written communication skills with the ability to convey complex information clearly and concisely.
• Proficiency in CRM systems (Salesforce) and web chat platforms; experience with Sea Web or similar tools is a plus.
• Excellent problem‑solving skills and the ability to make autonomous decisions within daily priorities.
• Fluency in English; additional languages are a significant advantage.

Preferred Qualifications

• Experience with the brighthush brand or a comparable luxury travel provider.
• Knowledge of cruise itineraries, onboard amenities, and pricing structures.
• Demonstrated success in meeting or exceeding sales quotas in a digital environment.
• Strong analytical skills to interpret chat metrics and identify trends.
• Comfortable working in a rotating shift schedule, including evenings, weekends, and holidays.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and creating memorable guest experiences.
• Communication: Exceptional verbal and written communication, with a knack for building rapport quickly.
• Sales Acumen: Ability to identify upsell opportunities and close deals through consultative conversation.
• Technical Proficiency: Comfortable navigating CRM, chat platforms, and basic troubleshooting.
• Adaptability: Thrive in a dynamic environment with changing priorities and high volume traffic.
• Team Collaboration: Work effectively with cross‑functional teams to achieve shared goals.
• Time Management: Prioritize tasks to meet response time targets and sales objectives.

Career Growth & Learning Opportunities

At brighthush, we are committed to your professional development. As a Web Chat Consultant, you will have access to:

• Structured onboarding and continuous training programs covering product knowledge, sales techniques, and customer service excellence.
• Mentorship from senior Guest Experience leaders who will guide your career path.
• Opportunities to transition into roles such as Digital Sales Specialist, Guest Experience Manager, or Product Marketing Analyst.
• Participation in cross‑departmental projects that influence brand strategy and digital innovation.
• Access to industry conferences, webinars, and certifications that enhance your skill set.

Work Environment & Culture

brighthush fosters a vibrant, inclusive culture where creativity, collaboration, and continuous improvement are celebrated. Our remote‑first approach allows you to work from anywhere while staying connected through weekly team huddles, virtual coffee breaks, and real‑time chat channels. We value work‑life balance, offering flexible scheduling and generous paid time off to recharge and pursue personal passions.

Compensation & Benefits

While specific figures are tailored to experience and location, brighthush offers a competitive base salary, performance‑based bonuses, and a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid vacation, sick leave, and holidays.
• Employee discount on brighthush travel and experiences.
• Professional development stipend and tuition reimbursement.
• Wellness programs, including virtual fitness classes and mental health resources.

How to Apply

Ready to elevate your career and join a team that values innovation, service excellence, and personal growth? Click the “Apply” button below to submit your application through our online portal. All candidates must complete the online application to be considered.

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Equal Opportunity Employer

brighthush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic.