Senior Customer Support Specialist – APAC – AI‑Powered Revenue Optimization & Travel Technology Solutions – Driving Global Customer Success

Introduction

In the fast‑evolving world of travel technology, brighthush stands as a trailblazer, redefining how travel brands unlock revenue, stabilize margins, and scale operations through AI‑driven insights. Our platform blends predictive algorithms, synthetic availability, dynamic liquidity, and a robust rules engine to create new revenue streams for hotels, airlines, and travel agencies worldwide. With a decade of industry experience and a global client base exceeding 350 partners, brighthush has consistently delivered hundreds of millions in incremental profit for our customers.

As we expand our global tech‑support footprint, we are seeking a dedicated Senior Customer Support Specialist – APAC to join our dynamic, cross‑functional team. If you thrive in a fast‑paced, collaborative environment and are passionate about shaping the end‑to‑end product experience—from UX to deployment—this role offers you the chance to make a tangible impact on our customers and the industry at large.

Key Responsibilities

• Advanced Troubleshooting & Issue Resolution: Conduct in‑depth investigations of complex support tickets, including database analysis, log parsing, and code debugging to identify root causes and deliver effective solutions.
• Escalation Management: Maintain a low rate of non‑bug escalations to the development team by proactively diagnosing issues and providing clear, actionable fixes.
• Knowledge Base Development: Author detailed technical notes, troubleshooting guides, and best‑practice documents that empower the entire support organization and reduce repeat incidents.
• SLA Compliance & Reporting: Manage assigned cases to meet or exceed SLA targets, while keeping stakeholders informed with timely status updates and comprehensive post‑mortem reports.
• Cross‑Functional Collaboration: Work closely with product, operations, and R&D teams to surface product gaps, prioritize feature enhancements, and ensure a seamless customer experience.
• Shift‑Based Support: Operate in a 24/7 support model, including weekends and holidays, to provide continuous assistance to our global customer base.
• Continuous Improvement: Identify recurring pain points, propose process improvements, and participate in post‑mortem reviews to drive systemic change.
• Customer Advocacy: Serve as a trusted advisor to customers, translating technical insights into actionable business recommendations that drive revenue growth.

Essential Qualifications

• Minimum of 2 years’ experience in a technical or software customer support role.
• Proficiency in SQL for data extraction, analysis, and troubleshooting.
• Fluent in English, both written and verbal, with the ability to communicate complex technical concepts clearly.
• Strong analytical mindset with creative problem‑solving skills.
• Demonstrated ability to understand business flows and translate them into technical solutions.
• Self‑motivated, highly organized, and capable of meeting tight deadlines while prioritizing tasks effectively.
• Team player who thrives in a collaborative, fast‑moving environment.

Preferred Qualifications

• Experience analyzing system logs and interpreting error patterns.
• Familiarity with Zendesk or similar ticketing platforms.
• Background in the travel industry, especially B2B travel technology.
• Exposure to AI‑driven revenue management solutions.
• Knowledge of cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).

Skills & Competencies

• Technical Proficiency: SQL, log analysis, basic scripting (Python, Bash).
• Customer‑Centric Mindset: Empathy, patience, and a commitment to delivering exceptional service.
• Communication: Clear written and verbal communication, active listening, and the ability to translate technical jargon for non‑technical stakeholders.
• Adaptability: Comfortable working across time zones, handling shifting priorities, and learning new tools rapidly.
• Collaboration: Ability to work effectively with product, engineering, and operations teams.
• Continuous Learning: Curiosity about emerging technologies and a drive to stay ahead of industry trends.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is designed to be as dynamic as the industry we serve. As a Senior Customer Support Specialist, you will:

• Gain deep exposure to our AI‑driven platform, learning how data science, machine learning, and revenue optimization intersect.
• Participate in cross‑functional projects that influence product roadmap decisions and shape the future of travel technology.
• Access internal training programs covering advanced SQL, cloud architecture, AI fundamentals, and customer success best practices.
• Earn certifications in customer support excellence, technical troubleshooting, and AI product management.
• Move into specialized roles such as Support Engineer, Product Analyst, Customer Success Manager, or Technical Account Manager based on performance and interest.
• Lead mentorship initiatives, guiding junior support staff and fostering a culture of knowledge sharing.

Work Environment & Company Culture

Our culture at brighthush is built on transparency, innovation, and a shared commitment to customer success. We foster:

• Inclusive Collaboration: Diverse teams that value every voice and encourage open dialogue.
• Agile Mindset: Rapid iteration, continuous feedback, and a willingness to pivot when necessary.
• Work‑Life Balance: Flexible working hours (within shift requirements), remote work options, and a supportive environment that respects personal commitments.
• Recognition & Rewards: Regular shout‑outs, performance bonuses, and a culture that celebrates both individual and team achievements.
• Community Engagement: Opportunities to volunteer, participate in hackathons, and contribute to open‑source projects aligned with our mission.
• Global Connectivity: A distributed team that spans multiple time zones, enabling you to collaborate with colleagues and customers worldwide.

Compensation, Perks & Benefits

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

• Base salary aligned with industry standards for APAC support roles.
• Performance‑based bonuses tied to SLA metrics and customer satisfaction scores.
• Health and wellness benefits, including medical, dental, and vision coverage.
• Flexible paid time off and holiday schedule.
• Professional development stipend for courses, certifications, and conferences.
• Employee stock‑option program to share in the company’s growth.
• Modern, fully equipped remote workstations or on‑site office options.
• Access to a company‑wide wellness program, including mental health resources and fitness subsidies.

How to Apply

If you are ready to join a forward‑thinking team that is reshaping travel revenue, we encourage you to submit your resume in English. Highlight your technical support experience, SQL proficiency, and any travel industry exposure. Please include a brief cover letter explaining why you’re excited about this role and how your background aligns with brighthush’s mission.

Ready to make an impact? Apply Now and become part of a team that is driving the future of travel technology.

Join brighthush Today

At brighthush, you will not only solve technical challenges but also shape the next generation of travel revenue solutions. If you are driven by curiosity, thrive in a collaborative environment, and want to see your work directly influence millions of travelers worldwide, we want to hear from you. Join us and help redefine the future of travel technology.