Senior Bilingual Customer Support Specialist – Remote (English & Spanish) – Leading Exceptional Service, Ownership, and Innovative Problem‑Solving in Global Hospitality Technology at brighthush

About brighthush

brighthush has redefined the hospitality landscape for more than a decade, blending cutting‑edge cloud technology with a deeply human‑centric approach. Our platform unites property managers, travel partners, and guests worldwide, turning every interaction into a memorable moment of trust and delight. From dynamic booking engines to real‑time guest communication tools, brighthush empowers the industry to deliver secure, efficient, and unforgettable stays. We are not just a tech company; we are a partner that helps our clients create experiences guests remember for a lifetime.

Our Mission and Impact

At brighthush, we believe technology should amplify the personal touch that defines great hospitality. Our mission is to provide tools that enable hosts to focus on what they do best—creating welcoming spaces—while guests enjoy frictionless, personalized journeys. Every line of code, every support ticket, and every feature roadmap is guided by the same principle: enhancing human connection through technology.

Why brighthush is the Place to Grow Your Career

Customer support at brighthush is more than answering questions—it is a strategic function that shapes the future of hospitality. As a fully remote team, you’ll collaborate with colleagues across continents, learn from industry leaders, and enjoy the freedom to work in an environment that values flexibility, innovation, and personal growth. We believe that every support interaction is an opportunity to learn, iterate, and elevate the customer experience. Our culture rewards curiosity, encourages experimentation, and celebrates the impact of frontline insights on product evolution.

What Makes Our Team Stand Out?

• Global Reach, Local Touch: Work with guests and hosts from every corner of the world while staying connected to a tight‑knit, supportive community.
• Data‑Driven Decision Making: Your feedback directly informs product enhancements, giving you a tangible impact on the platform’s evolution.
• Continuous Learning: Access to a curated library of courses, certifications, and industry conferences—no cost to you.
• Work‑Life Harmony: Flexible schedules, remote work, and a culture that respects personal boundaries.

Role Overview

As a Senior Bilingual Customer Support Specialist, you will be the first line of communication for guests, hosts, and business partners. Your day will be dynamic, ranging from helping a guest access their accommodation to resolving billing disputes, coordinating with our Operations team, or troubleshooting technical issues. You’ll also support our GuestCare service during peak periods and out‑of‑hours coverage, ensuring that every customer feels heard and valued. In this role, you will own the entire lifecycle of a support case, from initial contact to final resolution, and you will be a key contributor to continuous improvement initiatives.

Key Responsibilities

• Deliver outstanding customer support via phone, email, and live chat in both English and Spanish.
• Assist guests, hosts, and partners with access, booking, account, and billing inquiries.
• Own each case from first contact to resolution, ensuring a smooth and satisfying experience.
• Handle time‑sensitive operational incidents and occasional GuestCare requests.
• Make outbound calls to gather information, coordinate resolutions, and provide proactive updates.
• Prioritize multiple conversations and cases based on urgency and impact.
• Collaborate closely with Operations, Technical Support, and other internal teams to deliver the best outcomes.
• Accurately document all interactions and actions within our internal systems.
• Use sound judgment when handling situations that fall outside standard processes.
• Contribute ideas that improve processes, products, and the overall customer experience.

Essential Qualifications

• Fluent in English (spoken and written).
• Fluent in at least one of the following languages: Spanish, Italian, French.
• Minimum of 2 years of experience in customer support or a customer‑facing role.
• Comfortable handling customer conversations over the phone.
• Experience in hospitality, travel, property management, or technology is a plus.

Preferred Qualifications

• Additional language proficiency beyond the core languages.
• Experience with ticketing systems, CRM platforms, or help desk software.
• Background in troubleshooting technical issues or working with SaaS products.
• Prior exposure to a rotating shift schedule, including evenings, weekends, and public holidays.

Skills & Competencies

• Excellent written and verbal communication skills in both English and Spanish.
• Strong problem‑solving and decision‑making abilities.
• Calm, confident, and composed under pressure.
• Highly organized with the ability to manage multiple priorities simultaneously.
• Self‑motivated and comfortable working independently in a fully remote environment.
• Proactive mindset with a willingness to learn, adapt, and improve continuously.
• Flexibility to work a rotating shift pattern, including evenings, weekends, and public holidays.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in your professional development. You’ll benefit from:

• Structured onboarding and continuous learning through our internal training platform.
• Clear pathways for career progression—from Customer Support Representative to Senior Support Specialist, Team Lead, or Product Support Engineer.
• Mentorship programs pairing you with experienced leaders across the organization.
• Regular knowledge‑sharing sessions, hackathons, and cross‑functional projects.
• Access to industry conferences, webinars, and certifications at no cost.
• Opportunities to contribute to product roadmaps and feature enhancements based on frontline insights.
• Annual performance reviews that align goals with personal growth plans.

Work Environment & Culture

brighthush thrives on collaboration, transparency, and a shared commitment to excellence. Our culture is built on:

• Inclusive teamwork that values diverse perspectives and ideas.
• Open communication channels—whether through Slack, Teams, or our internal forums.
• A supportive environment where feedback is encouraged and acted upon.
• Recognition programs that celebrate achievements and milestones.
• Flexibility that respects work‑life balance, especially in a fully remote setting.
• Regular virtual coffee breaks and team‑building activities to foster camaraderie.
• Commitment to mental health and well‑being through wellness programs and resources.

Compensation & Benefits

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

• Competitive base pay aligned with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance options.
• Paid time off, including vacation, sick leave, and public holidays.
• Flexible work schedule with a 45‑hour rotating shift pattern.
• Fully remote working setup—no commuting, no office overhead.
• Employee wellness programs, mental health resources, and a supportive HR team.
• Technology stipend to equip you with the best tools for remote work.
• Annual stipend for professional development courses and certifications.

How to Apply

If you’re ready to take ownership, solve real‑world problems, and help shape the experience of thousands of guests and hosts, we’d love to hear from you. Submit your application through our careers portal, and be prepared for an initial interview, a practical customer support assessment, and a final interview with senior leadership.

Closing Statement

Join brighthush and become part of a team that is redefining check‑ins and elevating hospitality standards worldwide. Your bilingual skills, problem‑solving mindset, and passion for exceptional service will make a tangible impact on our community. Apply today and start your journey with a company that values your voice, your growth, and your dedication.