Senior Customer Experience Specialist – Remote Multichannel Support Lead – Elevate Global Travel Experience with brighthush

About brighthush

brighthush is not just a travel technology company; it’s a global movement that reimagines how people experience the world. By blending data‑driven insights with intuitive software, we empower travelers, partners, and employees to navigate every journey with confidence and ease. Though our headquarters are in Seattle, Washington, the pulse of brighthush beats worldwide—every team member works from anywhere, supported by a culture that thrives on collaboration, inclusivity, and relentless curiosity.

Why Join brighthush?

At brighthush, you’ll be part of a mission‑driven organization that prizes curiosity, creativity, and continuous learning. We invest in our people through:

• Comprehensive Onboarding & Mentorship: Structured programs that pair you with seasoned leaders and peers.
• Industry Exposure: Access to conferences, webinars, and an internal knowledge hub that keeps you ahead of travel trends.
• Clear Career Ladders: Defined pathways to senior support, product, or operations roles.
• Celebratory Culture: Wins are celebrated, feedback is embraced, and experimentation is encouraged.

Position Overview

We’re seeking a dedicated Senior Customer Experience Specialist to join our fully remote support team. In this role, you will be the first line of assistance for travelers, partners, candidates, and employees, ensuring every interaction is handled with empathy, accuracy, and speed. You’ll manage inquiries across live chat, email, phone, and ticketing systems, turning challenges into opportunities and elevating the overall experience of our global community.

Key Responsibilities

• Multi‑Channel Support: Respond to inquiries via live chat, email, phone, and ticketing systems, maintaining a consistent tone and brand voice.
• Issue Resolution: Diagnose and resolve routine questions and service issues within policy guidelines; identify and escalated complex cases to the appropriate teams.
• Documentation & Knowledge Management: Log every interaction in our CRM, ensuring notes are clear, actionable, and compliant with internal standards.
• Follow‑Up & Accountability: Track open tickets, provide timely updates, and confirm resolution satisfaction with customers.
• Process Improvement: Identify recurring pain points and collaborate with product and operations teams to refine support workflows and knowledge base content.
• Performance Metrics: Meet or exceed key service‑level indicators (SLIs) such as response time, resolution time, and customer satisfaction scores.
• Policy & Product Knowledge: Stay current on travel policies, booking procedures, and internal tools to provide accurate guidance.
• Team Collaboration: Participate in daily stand‑ups, knowledge‑sharing sessions, and cross‑functional projects.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree preferred.
• Minimum 1–2 years of customer‑service experience (telecommunications, travel, or SaaS environments a plus).
• Exceptional written and verbal communication skills with a patient, solution‑focused approach.
• Proficiency with CRM platforms (e.g., Salesforce, Zendesk), ticketing systems, and collaboration tools (Slack, Teams).
• Strong analytical mindset: ability to interpret data, identify trends, and propose actionable improvements.
• Self‑motivated, organized, and able to work independently in a fully remote setting.
• Reliable high‑speed internet connection, a quiet workspace, and a professional home‑office setup.
• Valid background check clearance.

Preferred Qualifications

• Experience in the travel industry or with travel‑related products.
• Multilingual capabilities (Spanish, French, Mandarin, etc.) to serve a global customer base.
• Knowledge of travel booking engines, payment gateways, and airline/rail reservation systems.
• Familiarity with data privacy regulations (GDPR, CCPA) and secure handling of personal information.
• Previous exposure to agile development cycles and product feedback loops.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering outstanding service and turning challenges into opportunities.
• Problem‑Solving: Ability to think critically, troubleshoot, and find creative solutions under pressure.
• Time Management: Prioritize tasks, manage multiple tickets simultaneously, and meet SLA targets.
• Communication: Clear, concise, and empathetic communication across written and verbal channels.
• Adaptability: Thrive in a fast‑moving environment with evolving policies, tools, and customer expectations.
• Collaboration: Work effectively with cross‑functional teams—product, engineering, marketing, and operations.
• Continuous Learning: Proactive in staying updated on industry trends, new features, and best practices.

Career Growth & Development

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Experience Specialist, you’ll have opportunities to:

• Progress into senior support roles, such as Support Lead or Customer Success Manager.
• Transition into product or operations positions, leveraging your deep understanding of customer pain points.
• Lead initiatives to improve support processes, knowledge base content, or automation strategies.
• Participate in cross‑functional projects that shape the future of our travel platform.
• Earn certifications in customer service, CRM administration, or travel industry standards.

Work Environment & Culture

Our remote team is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Flexible work hours that accommodate different time zones and personal commitments.
• Regular virtual team building events, hackathons, and wellness sessions.
• A culture that values diversity, equity, and inclusion—every voice is heard and celebrated.
• Access to a digital library of learning resources, podcasts, and industry reports.
• Open communication channels with leadership, ensuring your ideas and feedback shape the company’s direction.

Compensation & Benefits

We offer a competitive salary range of $45,000 – $52,000 per year, commensurate with experience and performance. In addition to base pay, you’ll receive:

• Health, dental, and vision insurance plans with generous coverage options.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays, plus a flexible vacation policy.
• Professional development stipend for courses, certifications, and conferences.
• Home‑office stipend to support a productive remote workspace.
• Employee wellness program, including mental health resources and gym membership discounts.
• Annual performance bonuses and recognition programs.

How to Apply

Ready to elevate your customer support career with brighthush? Submit your resume and complete our online application form. Be sure your contact information and work history are up to date before you click “Apply.” We’re excited to learn how your skills and passion align with our mission to transform travel experiences.

Join brighthush – Where Every Interaction Matters

As a Senior Customer Experience Specialist, you’ll be at the heart of brighthush’s commitment to exceptional service. You’ll help travelers navigate their journeys, support partners and employees, and contribute to the continuous improvement of our platform. If you thrive in a fast‑paced, collaborative environment and want to make a real impact, we want to hear from you.

Apply today and become part of a team that’s redefining the future of travel, one chat at a time.