Senior Customer Experience Specialist – High‑Volume Remote Support, Leadership Development & Global Travel Innovation – Drive Exceptional Guest Journeys at brighthush

About brighthush: Pioneering the Future of Travel Experiences

brighthush is more than a travel platform; it’s a global movement that transforms ordinary journeys into unforgettable adventures. From iconic hop‑on, hop‑off bus tours that weave through the streets of New York City to intimate tea‑around‑town excursions that reveal hidden gems across the United States, brighthush is redefining how people explore the world. Our portfolio now spans cruises, bike rentals, city‑wide tours, and a growing array of local experiences that bring the world closer to every traveler’s doorstep.

Our mission is simple yet powerful: to create seamless, memorable experiences that spark joy and curiosity. We achieve this by marrying cutting‑edge technology, passionate local guides, and a customer‑first culture that values every interaction. As we expand into new markets, we’re looking for dedicated, energetic individuals who can help us maintain the high standards our guests expect.

Why Your Next Career Move Should Be with brighthush

• Impactful Work – Your role directly shapes the customer journey, ensuring every guest feels heard, valued, and excited about their upcoming adventure.
• Remote Flexibility – Work from the comfort of your own home while staying connected to a vibrant, collaborative team.
• Clear Career Pathways – From Customer Support Specialist to Team Lead, and beyond, we provide structured growth opportunities.
• Inclusive Culture – We celebrate diversity, encourage open communication, and foster an environment where every voice matters.
• Competitive Compensation & Perks – Earn a competitive hourly rate, enjoy flexible scheduling, and receive access to exclusive travel discounts and employee wellness programs.

Key Responsibilities – Your Daily Impact

As a Senior Customer Experience Specialist at brighthush, you will be the frontline ambassador for our brand, ensuring that every guest interaction is handled with professionalism, empathy, and efficiency. Your day‑to‑day tasks will include:

• Responding promptly to customer inquiries via email, live chat, and phone across multiple U.S. cities.
• Assisting guests with bookings, itinerary changes, payment issues, and general questions.
• Managing high‑volume escalations with calm, solution‑oriented communication.
• Adhering to company policies, escalation protocols, and quality standards.
• Accurately documenting all interactions in our CRM platform.
• Collaborating with cross‑functional teams (Operations, Marketing, Product) to resolve complex issues.
• Providing feedback on recurring customer pain points to drive continuous improvement.
• Maintaining a high level of professionalism in a fast‑paced, remote environment.
• Participating in weekly team huddles and knowledge‑sharing sessions to stay aligned with product updates and policy changes.
• Monitoring key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and taking proactive steps to exceed targets.

Essential Qualifications – What We Expect

• Minimum of 1 year of experience in a high‑volume customer support role.
• Proven ability to handle escalated complaints and high‑pressure interactions with composure.
• Excellent written and verbal communication skills in English.
• Strong problem‑solving skills and a proactive mindset.
• Experience with CRM platforms (our CRM platform).
• Reliable, self‑motivated, and able to work independently in a remote setting.
• Must be based in Texas and have a quiet, dedicated workspace.
• Must have a reliable computer, high‑speed internet, and a quality headset.
• Availability for overnight shifts, weekends, holidays, and evening hours.

Preferred Qualifications – Bonus Points

• Bilingual proficiency in English and Spanish (or another language).
• Experience in the travel, hospitality, or tourism industry.
• Familiarity with booking engines and payment processing systems.
• Previous remote work experience with a track record of high reliability.
• Strong organizational skills and the ability to multitask effectively.

Skills & Competencies – What Makes You Thrive

• Customer‑centric mindset with a passion for delivering exceptional service.
• Adaptability to changing priorities and a fast‑paced environment.
• Attention to detail and commitment to accuracy.
• Team player who thrives in a collaborative, cross‑functional setting.
• Tech‑savvy and comfortable learning new tools quickly.
• Strong time‑management skills and the ability to meet or exceed performance metrics.
• Empathy and emotional intelligence to connect with diverse customers.
• Resilience and the ability to maintain composure during high‑volume periods.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we believe in investing in our people. As you grow in your role, you’ll have access to:

• Leadership development programs and mentorship from senior leaders.
• Cross‑training across departments (Operations, Marketing, Product) to broaden your skill set.
• Regular performance reviews and personalized career roadmaps.
• Access to industry conferences, webinars, and training courses.
• Opportunities to lead projects, pilot new initiatives, and influence product direction.
• Internal mobility programs that allow you to explore roles in other functions.
• Recognition programs that celebrate milestones and outstanding contributions.

Work Environment & Culture – Where Collaboration Meets Innovation

Our remote team is built on trust, transparency, and a shared commitment to excellence. We celebrate diversity and encourage open dialogue, ensuring every team member feels heard and valued. Our culture is defined by:

• Weekly virtual coffee chats and team‑building activities.
• Inclusive decision‑making processes that welcome input from all levels.
• Regular recognition of outstanding contributions.
• A focus on work‑life balance, with flexible scheduling options.
• Access to a digital wellness platform and mental health resources.
• Monthly “innovation days” where team members can pitch new ideas.
• Transparent communication from leadership through town‑hall meetings.

Compensation & Benefits – We Value Your Time and Talent

We offer a competitive hourly rate of $12.00 per hour, with the potential for overtime and holiday pay. In addition to base pay, you’ll enjoy:

• Flexible scheduling to accommodate your personal commitments.
• Employee travel discounts across our global portfolio.
• Health and wellness stipend for home office upgrades.
• Paid time off and holiday scheduling aligned with your shift patterns.
• Access to a comprehensive benefits portal with resources for professional development.
• Performance‑based bonuses tied to customer satisfaction and efficiency metrics.
• Annual company‑wide retreats (virtual or in‑person) to celebrate achievements.

How to Apply – Join the brighthush Adventure

If you’re ready to join a dynamic, customer‑centric team that values innovation, collaboration, and personal growth, we’d love to hear from you. Submit your application through our careers portal, and let’s explore how you can make a difference at brighthush.

Apply now and become part of a team that’s redefining travel, one conversation at a time.