Senior Customer Support Specialist – EMEA – AI‑Driven Travel Revenue Platform at brighthush
Introduction: Join brighthush, the Trailblazer in AI‑Powered Travel Revenue
At brighthush, we’re redefining how travel brands grow revenue, stabilize margins, and scale operations. Leveraging cutting‑edge AI, predictive analytics, and a dynamic rules engine, our platform empowers travel companies to unlock incremental profit at every touchpoint of the booking journey. Since our founding in 2016, we’ve partnered with over 350 global clients, delivering hundreds of millions in additional revenue and transforming the industry’s revenue infrastructure.
We’re looking for a dedicated Customer Support Specialist to join our global tech‑support squad. In this role, you’ll be the bridge between our customers, operations, and R&D teams, ensuring flawless product performance and an exceptional user experience. If you thrive in a fast‑paced, cross‑functional environment and love turning complex challenges into elegant solutions, brighthush is the place for you.
Key Responsibilities
- Advanced Troubleshooting: Dive deep into database queries, parse system logs, and debug code to resolve escalated support tickets. Your analytical mindset will help identify root causes and prevent recurrence.
- Escalation Management: Maintain a low rate of non‑bug escalations to the development team by providing clear, actionable insights and workarounds.
- Knowledge Base Development: Author detailed technical notes, troubleshooting guides, and best‑practice documents that become the go‑to resource for the entire support organization.
- Service Level Adherence: Own assigned cases, ensuring they meet SLA targets while keeping stakeholders informed with timely updates.
- Cross‑Functional Collaboration: Partner closely with product, engineering, and business teams to surface product issues, propose enhancements, and influence the product roadmap.
- Shift‑Based Coverage: Work in rotating shifts, including weekends, to provide 24/7 support for our global customer base.
- Continuous Improvement: Participate in post‑mortem reviews, contribute to process improvements, and help refine support workflows.
Essential Qualifications
- Minimum of 2 years’ experience in a technical customer support role within a software or SaaS company.
- Proficiency in SQL and experience querying relational databases.
- Strong command of English, both written and verbal.
- Demonstrated creative problem‑solving skills, with a track record of turning complex issues into simple, repeatable solutions.
- Ability to understand business flows and translate them into technical actions.
- Self‑motivated, highly organized, and capable of prioritizing tasks under tight deadlines.
- Excellent multitasking abilities, a passion for continuous learning, and a collaborative team spirit.
Preferred Experience (Advantageous)
- Experience analyzing system logs and monitoring tools.
- Familiarity with Zendesk or similar ticketing platforms.
- Background in the travel industry or B2B SaaS environments.
- Proficiency in Spanish (additional languages are a plus).
Why brighthush?
At brighthush, we don’t just build software – we create solutions that transform the travel economy. Here’s what you’ll experience when you join our team:
- Impact‑Driven Culture: Every ticket you resolve, every insight you share, directly influences the success of our clients and the evolution of our platform.
- Innovation at Scale: Work alongside world‑class data scientists, product managers, and engineers who are constantly pushing the boundaries of AI in travel.
- Global Exposure: Serve a diverse, international customer base across EMEA, gaining cross‑cultural communication skills and a global perspective.
- Career Growth:Apply for this job