Senior Customer Service & Partner Success Specialist – Asia Remote, Thai & English Fluency – Travel Operations & Escalation Lead at brighthush

About brighthush

brighthush is not just a company; it’s a movement that is reshaping the very fabric of the global travel ecosystem. Since our inception in 2017, we have engineered an API‑first, developer‑centric platform that seamlessly stitches together hotels, online travel agencies, fintechs, super‑apps, and a growing roster of innovative partners. Our mission is crystal clear: make travel operations frictionless for partners and unforgettable for end‑users. By abstracting the labyrinthine legacy of supplier networks, we empower businesses to launch travel products faster, with higher quality, and at a fraction of the cost. The result is a more connected, efficient, and customer‑centric industry that benefits everyone from the smallest boutique hotel to the largest global travel conglomerate.

Our distributed team spans continents—from London, New York, and San Francisco to Palma de Mallorca, Casablanca, and an expanding presence across Asia. We are backed by world‑class investors, including leading venture capital firms and strategic partners, positioning us to accelerate growth on a global scale. At brighthush, we are building the infrastructure that will power the next wave of travel innovation, from dynamic pricing engines to real‑time inventory feeds, all powered by AI and data science.

The Opportunity

We are looking for a seasoned Senior Customer Service & Partner Success Specialist who will serve as the frontline champion for our partners and the travelers who rely on our platform. This role is fully remote, based in Asia, and requires fluency in Thai and Business English. You will be the linchpin that keeps the travel experience running smoothly, from the moment a booking is made to the resolution of any disruption that may arise.

Key Responsibilities

• Partner Support & Escalation Management: Act as the primary point of contact for hotel partners, OTAs, fintechs, and super‑apps. Resolve booking issues, cancellations, and service disruptions with speed and precision.
• Case Ownership: Take full ownership of each support ticket from first contact to final resolution, ensuring clear communication, timely updates, and documented outcomes.
• Cross‑Functional Coordination: Collaborate with engineering, product, and operations teams to troubleshoot technical issues, implement fixes, and refine processes.
• Process Improvement: Identify recurring pain points, propose enhancements to playbooks, and contribute to the evolution of our emergency response framework.
• Knowledge Sharing: Mentor junior team members, develop training materials, and maintain a knowledge base that empowers the entire support organization.
• Data Analysis & Reporting: Track key metrics such as response time, resolution rate, and partner satisfaction. Use insights to drive continuous improvement.
• Customer Advocacy: Represent the voice of the partner and traveler in all internal discussions, ensuring that their needs shape product and service decisions.

What Makes This Role Exciting

At brighthush, you will:

• Build lasting relationships with partners across Asia, earning trust through consistent, proactive support.
• Own high‑impact escalations, coordinating across multiple teams to deliver rapid, professional resolutions.
• Shape the future of our emergency response function, creating clearer playbooks and more efficient workflows.
• Work in a fast‑moving, high‑ownership environment where your ideas directly influence product and service evolution.

Typical Challenges You’ll Tackle

• Multi‑Partner Disruptions: A booking issue affects several travelers across different partners. You’ll orchestrate a coordinated resolution without losing momentum.
• High‑Pressure Escalations: A junior team member needs real‑time guidance on an urgent case. You’ll maintain high standards while ensuring swift action.
• Recurring Disruption Patterns: A persistent issue creates friction for a key partner. You’ll document, flag, and collaborate upstream to implement a lasting fix.

Who We’re Looking For

• 3–4 years of customer service experience, ideally within travel or hospitality.
• Exceptional communication skills in Business English and Thai; fluency in an additional Asian language is a plus.
• Proven ability to build trust with partners through clear, consistent follow‑through.
• Decisive, calm under pressure, and a relentless focus on quality without cutting corners.
• Proficiency with Microsoft Office, CRM tools, and customer service platforms.
• Highly organized, detail‑oriented, and fully accountable for cases from start to finish.

Preferred Qualifications

• Experience in a SaaS or API‑centric environment.
• Background in data analysis or reporting.
• Knowledge of the travel industry’s regulatory landscape in Asia.
• Previous exposure to remote, distributed teams.

Skills & Competencies

• Communication: Clear, concise, and empathetic communication across cultures.
• Problem Solving: Analytical mindset with a knack for troubleshooting complex scenarios.
• Collaboration: Ability to work seamlessly with cross‑functional teams.
• Adaptability: Thrives in a fast‑paced, evolving environment.
• Customer‑Centricity: Passion for delivering exceptional partner and traveler experiences.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Service & Partner Success Specialist, you will:

• Progress to a Senior Support Engineer or Partner Success Manager role.
• Gain exposure to product strategy, engineering, and operations.
• Participate in leadership development programs and mentorship initiatives.
• Attend industry conferences, webinars, and internal knowledge‑sharing sessions.
• Contribute to the design of new features and services that shape the future of travel.

Work Environment & Culture

brighthush is built on a foundation of transparency, ownership, and continuous improvement. Our culture is defined by:

• Remote‑First Flexibility: Work from anywhere in Asia with a fully supported remote setup.
• High Ownership: Your contributions directly impact our partners and the global travel ecosystem.
• Inclusive & Collaborative: Diverse teams, open communication, and a culture that values every voice.
• Innovation‑Driven: We encourage experimentation, rapid iteration, and data‑backed decision making.
• Work‑Life Balance: Flexible hours, mental health resources, and a supportive environment.

Compensation & Benefits

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

• Base salary aligned with market standards for remote Asia roles.
• Performance‑based bonuses tied to partner satisfaction and resolution metrics.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Generous paid time off and flexible holiday policies.
• Professional development budget for courses, certifications, and conferences.
• Equity options as part of our long‑term incentive plan.

How to Apply

If you’re ready to join a fast‑growing, mission‑driven company that is reshaping the travel industry, we’d love to hear from you. Please submit your CV and a brief cover letter highlighting your experience with travel or hospitality customer service, your language proficiency, and why you’re excited about this role.

Our hiring process is straightforward and typically takes two to three weeks. We value transparency and will keep you informed at every stage.

Why brighthush?

brighthush is at the forefront of a global transformation in travel. We are tackling a $9.9 trillion industry, starting with the $75 billion B2B hotel market, and we are building the infrastructure that will power the next wave of travel innovation. Our platform is AI‑driven, scalable, and designed to deliver hyper‑personalized experiences for travelers worldwide.

By joining brighthush, you’ll:

• Work on a category‑defining platform that serves partners like leading super‑apps, fintechs, and travel companies.
• Collaborate with a talented, diverse team that values ownership and continuous learning.
• Contribute to a product that is shaping the future of travel, from dynamic pricing to real‑time inventory.
• Grow your career in a company that balances startup agility with operational discipline.

We invite you to bring your passion for customer service, your love of travel, and your drive for excellence to brighthush. Together, we will build the next generation of travel infrastructure.

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