Senior Customer Experience Advocate – Sales Support & Booking Excellence – Driving Seamless Travel Bookings & Unforgettable Customer Delight at brighthush

About brighthush

brighthush is a pioneering global B‑Corp that blends purpose with profit, delivering world‑class client experiences while creating dignified, meaningful work across communities worldwide. With a footprint spanning five continents and a growing team of over a thousand passionate professionals, brighthush is on a mission to connect people with transformative travel adventures that inspire, educate, and empower. By 2027, we aim to expand our workforce to more than 5,000 employees, scaling our impact and deepening our commitment to sustainable, community‑driven tourism.

Our Core Values

• Authenticity: Genuine connections start with real, honest interactions.
• Curiosity: We thrive on asking questions, exploring new ideas, and continuously learning.
• Dynamism: Adaptability and agility are the engines of our growth.
• Ambitious Vision + Operational Excellence: We set bold goals and execute them with precision.
• Empathy: Understanding and caring for our customers, partners, and communities is at the heart of everything we do.

Why brighthush Needs You

We’re looking for impact‑driven individuals who are passionate about helping brighthush grow and fulfill its purpose. If you’re ready to give 110% in every task, share your unique talents, and champion our core values—Curiosity, Dynamism, and Authenticity—then you belong on our team.

Role Overview

As a Senior Customer Experience Advocate – Sales Support & Booking Excellence, you will be the first line of communication for prospective and existing customers across phone, chat, email, and social channels. Your mission is to convert inquiries into successful bookings, ensuring a seamless, positive experience for every traveler. You’ll blend customer advocacy, sales execution, and support enablement in a fast‑paced, high‑volume environment.

Key Responsibilities

• Serve as the primary point of contact for all adventure queries via phone, live chat, social media, and email.
• Convert a high volume of inquiries into new bookings while addressing pre‑departure questions.
• Handle pre‑booking and post‑booking inquiries with empathy, accuracy, and professionalism.
• Collaborate with local hosts worldwide to manage existing bookings and ensure a consistently friendly, positive experience.
• Maintain response times within 24 hours and adhere to established SLAs for all inquiries.
• Identify and resolve booking barriers and platform issues, providing timely solutions.
• Compose thoughtful, accurate replies to customer and host questions.
• Simultaneously monitor and manage multiple tasks and issues.
• Track problems, document details, prioritize, and, when necessary, elevate issues to the appropriate team.
• Share customer insights and experiences with the broader team to drive continuous improvement.
• Keep up‑to‑date product and service knowledge to support customer needs effectively.
• Deliver service excellence in every interaction, maximizing customer satisfaction and maintaining high feedback scores.

Essential Qualifications

• 2–3+ years of customer service or support experience in hospitality, travel, adventure tourism, or a service‑driven environment.
• Experience in travel, hospitality, adventure tourism, outdoor retail, or lifestyle brands, preferably with exposure to small‑group travel.
• Track record of achieving sales KPIs, conversion metrics, or booking targets in a fast‑paced setting.
• Excellent written and verbal communication skills, with the ability to adapt tone and style to diverse customers.
• Exceptional multitasking ability and strong attention to detail.
• Basic knowledge of cloud‑based applications (brighthush, brighthush).
• Strong problem‑solving skills and the ability to provide solutions within established processes.
• Ability to handle unexpected tasks or changing priorities with composure and a positive attitude.
• Experience working remotely and using tools such as chat platforms, call systems, or CRMs (brighthush or brighthush is a plus).

Preferred Qualifications

• Background in small‑group travel logistics and guest expectations.
• Experience in a sales‑oriented support role with a focus on conversion.
• Knowledge of CRM systems and data analytics to track customer interactions.
• Fluency in multiple languages to serve a global customer base.

Skills & Competencies

• Customer‑centric mindset with a passion for creating memorable travel experiences.
• Strong interpersonal skills and the ability to build trust quickly.
• Adaptability to thrive in a dynamic, evolving environment.
• Proactive problem‑solving and decision‑making under pressure.
• Excellent organizational skills and the ability to juggle multiple priorities.
• Tech‑savvy, comfortable with CRM tools, communication platforms, and data entry.
• Team player who collaborates across departments and cultures.

Career Growth & Learning Opportunities

At brighthush, your professional journey is as exciting as the adventures we offer. You’ll have access to:

• Mentorship from senior leaders who are industry experts.
• Cross‑functional training in sales, operations, and product development.
• Opportunities to lead projects that shape the customer experience.
• Annual learning budget for courses, certifications, and conferences.
• Clear career ladder with pathways to managerial and strategic roles.

Work Environment & Culture

Our culture is built on collaboration, transparency, and a shared commitment to sustainability. You’ll work in a flexible, remote‑first setting that values work‑life balance while fostering a sense of community. We celebrate diversity, encourage creative problem‑solving, and reward initiative. Every team member is empowered to make a difference, and every voice is heard.

Compensation & Perks

While exact figures may vary based on experience, the typical compensation package includes:

• Competitive base salary in the range of CAD 38,400 – 48,000.
• Performance‑based commissions tied to booking and conversion metrics.
• Annual bonus potential for exceeding sales targets.
• 16 days of annual leave plus 9 public holidays.
• Quarterly performance‑based sales bonus.
• Free trip to any brighthush catalog destination during your first year.
• Annual travel voucher worth up to £500 to spend on your own adventures.
• 30% employee discount on all brighthush trips, plus a 15% discount for friends and family.
• Health and wellness benefits, including mental health support.
• Professional development stipend and access to industry events.

Ready to Join brighthush?

If you’re a curious, authentic, and dynamic individual who thrives on delivering exceptional customer experiences, we want to hear from you. Bring your passion for travel, your knack for turning inquiries into bookings, and your commitment to brighthush’s purpose. Apply today and become part of a team that’s redefining the way the world experiences adventure.

To apply, click the link below and submit your application. We look forward to exploring the possibilities together.