Senior Customer Success & Travel Operations Specialist – Global Travel & FinTech Solutions

About brighthush

brighthush is a trailblazing travel technology powerhouse that is redefining how people book, manage, and experience journeys worldwide. Leveraging cutting‑edge data science, machine learning, and proprietary fintech solutions, brighthush delivers unprecedented transparency, flexibility, and savings to travelers across the globe. Our mission is simple yet ambitious: to make travel effortless, affordable, and resilient for everyone, everywhere.

From our flagship mobile app and website to our enterprise‑grade B2B platform, brighthush serves hundreds of millions of users and partners. We empower airlines, hotels, banks, and travel agencies with seamless integrations that unlock real‑time pricing, instant protection, and dynamic itinerary adjustments. With a culture that thrives on curiosity, experimentation, and rapid iteration, brighthush is a place where ideas turn into products that change the industry.

As we continue to scale, we’re looking for a dedicated Customer Success & Travel Operations Specialist who can bridge the gap between our customers and the complex systems that keep their journeys on track. If you’re passionate about travel, thrive in fast‑paced environments, and love solving problems that matter, we want you on our team.

Key Responsibilities

In this role, you will be the linchpin that ensures every customer interaction reflects the trust and reliability brighthush is known for. Your day‑to‑day will involve a blend of operational excellence, customer advocacy, and cross‑functional collaboration.

• Escalation Management & SOP Development – Own the intake and resolution of high‑impact incidents across air, hotel, and fulfillment channels. Draft and refine standard operating procedures to prevent recurrence and streamline future responses.
• Real‑Time Queue Oversight – Simultaneously monitor multiple support queues, from automation errors to same‑day voids and cancellations. Prioritize tasks dynamically as new information surfaces.
• Travel Advisory Interpretation – Analyze global travel advisories, natural disasters, and geopolitical events. Coordinate cross‑team workflows to process large volumes of schedule changes swiftly.
• Stakeholder Communication – Engage directly with airlines, hotel partners, ground‑transportation providers, and brighthush customers via phone, email, and chat. Gather critical data to resolve escalated concerns efficiently.
• Complex Booking Management – Handle intricate itineraries, including net fares, multi‑ticket itineraries, and commission‑based arrangements, often within a single Passenger Name Record (PNR).
• Product‑Specific Support – Provide expert assistance for brighthush’s flagship fintech products such as Cancel for Any Reason and Price Freeze, applying sound judgment to unconventional scenarios.
• Innovative Problem Solving – When a customer’s request falls outside existing playbooks, you’ll devise creative, compliant solutions that uphold our service standards.

Essential Qualifications

• Minimum of 3 years’ experience in a customer‑facing or back‑of‑house role within the airline or travel agency industry.
• Hands‑on proficiency with native Sabre as the primary Global Distribution System (GDS), with working knowledge of Amadeus and Travelport (Apollo).
• Deep understanding of fare structures, airline contracts, ticketing rules, and NDC/portal‑based products.
• Excellent written and spoken English communication skills; bilingual proficiency in French (CEFR B2+) is a significant advantage.
• Familiarity with ticketing procedures across air, hotel, and ground transportation.
• Strong geographic knowledge of North America to inform booking and routing decisions.
• Composure and empathy to handle difficult customer conversations under pressure.
• A growth mindset – you view new challenges as opportunities and actively seek to expand your expertise.

Preferred Qualifications

• 3+ years’ experience in a leisure or corporate travel agency, handling complex exchanges, refunds, and both domestic and international reservations.
• Experience with high‑volume, real‑time disruption management and rapid response protocols.
• Prior exposure to fintech products in the travel space, such as travel insurance or price‑guarantee solutions.
• Knowledge of regulatory frameworks affecting travel and consumer protection.

Core Skills & Competencies

• Technical Proficiency – Advanced GDS navigation, data extraction, and troubleshooting.
• Analytical Thinking – Ability to interpret complex data sets and translate them into actionable insights.
• Communication Excellence – Clear, concise, and empathetic communication across multiple channels.
• Project Management – Manage multiple priorities, set realistic timelines, and deliver results under tight deadlines.
• Collaboration & Influence – Work effectively with cross‑functional teams, including engineering, product, and partner relations.
• Customer‑Centric Mindset – Deep commitment to delivering exceptional service and building lasting customer relationships.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the travel industry itself. You’ll have the chance to:

• Progress into senior specialist roles, team lead positions, or cross‑functional product ownership.
• Participate in continuous learning programs, including GDS certifications, data science workshops, and fintech product training.
• Engage in mentorship initiatives, both as a mentee and a mentor, fostering a culture of knowledge sharing.
• Contribute to strategic projects that shape the future of travel technology, from AI‑driven pricing models to next‑generation customer support platforms.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and empowerment. You’ll find:

• A flat hierarchy that encourages open dialogue with leadership and peers.
• Small, cross‑functional teams where every voice matters and decisions are made quickly.
• A commitment to work‑life balance, with flexible schedules and remote‑first policies.
• Regular hackathons, knowledge‑sharing sessions, and community events that keep the energy high.
• A focus on diversity, equity, and inclusion, ensuring that every team member feels valued and heard.

Compensation, Perks, and Benefits

While specific figures may vary based on experience and location, brighthush offers a competitive salary package that reflects the value you bring to our mission. In addition, you’ll enjoy:

• Unlimited paid time off (PTO) to recharge and pursue personal interests.
• Full coverage of health insurance for you and up to two dependents, including supplemental accident and life liability plans.
• Monthly stipend to support home‑office setup, internet, and utilities.
• Annual bonus structure tied to company performance and individual contributions.
• Travel stipend and discounts on brighthush products, allowing you to experience the services you help deliver.
• Professional development budget for conferences, courses, and certifications.
• Employee referral program with attractive rewards.
• Access to a vibrant internal community, including wellness programs, social clubs, and volunteer opportunities.

Why Join brighthush?

When you join brighthush, you become part of a movement that is reshaping the future of travel. You’ll work alongside some of the brightest minds in technology, data science, and customer experience, all while making a tangible impact on millions of travelers worldwide. Our entrepreneurial spirit means you’ll have the freedom to experiment, the support to fail fast, and the platform to scale your ideas into products that change lives.

We’re looking for someone who is not only skilled but also curious, resilient, and passionate about delivering world‑class service. If you’re ready to take on complex challenges, collaborate across disciplines, and help shape the next generation of travel solutions, we want to hear from you.

Apply today and help us bring brighter, smarter, and more resilient travel to the world.