Senior Customer Support Specialist – EMEA – AI‑Powered Travel Revenue Platform – Champion of Customer Success at brighthush

About brighthush and the Future of Travel Revenue

brighthush is not just a software company; it is a catalyst for transformation in the global travel ecosystem. Since our inception in 2016, we have partnered with more than 350 travel brands worldwide, delivering hundreds of millions in incremental revenue through our AI‑driven platform. By marrying predictive analytics, a dynamic rules engine, and real‑time data feeds, we empower travel operators to unlock profit at every stage of the booking journey—from discovery to post‑purchase. Our mission is simple yet ambitious: to give every travel business the tools it needs to thrive in an increasingly competitive market.

As the industry evolves, the demand for intelligent, scalable revenue solutions grows. At brighthush, we are at the forefront of this shift, continuously refining our platform to meet the changing needs of airlines, hotels, travel agencies, and online travel agencies (OTAs). Our culture is built on curiosity, collaboration, and a relentless focus on customer success.

Why This Role Matters

Customer support is the heartbeat of any SaaS organization. In the fast‑paced world of travel technology, a single support ticket can ripple across a client’s entire revenue stream. As a Senior Customer Support Specialist for the EMEA region, you will be the linchpin that connects our clients, product teams, and engineering squad. Your expertise will directly influence product quality, client satisfaction, and ultimately, the financial success of our partners.

Key Responsibilities

• Advanced Troubleshooting & Root‑Cause Analysis: Dive deep into SQL queries, system logs, and codebases to diagnose and resolve complex technical issues. Your analytical rigor will help prevent recurrence and improve product stability.
• Escalation Management & Knowledge Transfer: Maintain a low escalation rate by providing clear, actionable insights to development teams. Document findings and create reusable solutions that empower the entire support organization.
• Knowledge Base Development: Author comprehensive technical guides, FAQs, and best‑practice documents. Your content will become the go‑to resource for both internal teams and our global client base.
• Service Level Agreement (SLA) Ownership: Own your ticket queue, ensuring timely resolution and proactive communication with stakeholders. Demonstrate a track record of meeting or exceeding SLA targets.
• Cross‑Functional Collaboration: Partner with product managers, engineers, and business analysts to surface product gaps, propose enhancements, and influence roadmap decisions.
• 24/7 Shift Coverage: Provide round‑the‑clock support across rotating shifts, including weekends, to serve our diverse EMEA clientele.
• Continuous Improvement: Participate in post‑mortem reviews, contribute to process optimization, and help refine support workflows for greater efficiency.

Essential Qualifications

• Minimum of 2 years’ experience in a technical customer support role within a SaaS or software company.
• Proficiency in SQL and experience querying relational databases to extract actionable insights.
• Strong command of English, both written and verbal, with the ability to communicate complex technical concepts clearly.
• Demonstrated creative problem‑solving skills—turning intricate issues into simple, repeatable solutions.
• Ability to understand business flows and translate them into technical actions that benefit the client.
• 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 utilizing monitoring tools such as Datadog, New Relic, or Splunk.
• Familiarity with Zendesk or similar ticketing platforms, including advanced workflow configuration.
• Background in the travel industry or B2B SaaS environments, with an understanding of travel booking flows and revenue management.
• Proficiency in Spanish or other languages—additional languages are a plus for serving a global client base.

Core Skills & Competencies

• Technical Acumen: Deep understanding of relational databases, API integrations, and cloud infrastructure.
• Analytical Thinking: Ability to dissect complex problems, identify root causes, and propose data‑driven solutions.
• Communication Excellence: Clear, concise, and empathetic communication with clients, teammates, and stakeholders.
• Customer‑Centric Mindset: A genuine passion for delivering exceptional customer experiences and building lasting relationships.
• Adaptability & Resilience: Thriving in a fast‑moving environment, handling ambiguity, and maintaining composure under pressure.
• Collaboration & Influence: Working effectively across product, engineering, and business teams to drive shared goals.

Career Growth & Learning Opportunities

At brighthush, we believe that every team member’s growth fuels our collective success. As a Senior Customer Support Specialist, you will:

• Progress into a Lead or Managerial role within the Support organization, overseeing a team of specialists.
• Transition into Product Management or Engineering, leveraging your deep product knowledge and customer insights.
• Participate in cross‑functional projects that shape the future of our platform, giving you exposure to AI research, data science, and revenue strategy.
• Access to continuous learning resources, including internal workshops, external certifications, and mentorship from industry leaders.

Work Environment & Company Culture

brighthush thrives on a culture of innovation, transparency, and inclusivity. Our remote‑first model empowers you to work from anywhere in EMEA while staying connected through:

• Weekly all‑hands meetings and bi‑weekly product demos.
• Dedicated Slack channels for real‑time collaboration across departments.
• Annual virtual retreats that blend learning sessions with team‑building activities.
• Open‑door leadership policy—your voice matters, and ideas are welcomed at all levels.

We celebrate diversity, encourage experimentation, and reward bold thinking. Whether you’re troubleshooting a complex ticket or brainstorming a new feature, you’ll find a supportive environment that values your contributions.

Compensation, Perks, and Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that reflects your experience and the value you bring. In addition to base pay, you can expect:

• Performance‑based bonuses tied to customer satisfaction and product impact.
• Comprehensive health and wellness benefits, including medical, dental, and vision coverage.
• Flexible work hours and a generous paid time‑off policy to support work‑life balance.
• Professional development stipend for courses, conferences, and certifications.
• Equity options that allow you to share in the company’s long‑term success.
• Access to cutting‑edge tools and technologies that keep you at the forefront of the industry.

Ready to Make an Impact?

If you are a technically adept, customer‑focused professional who thrives in a dynamic, cross‑functional environment, we want to hear from you. Join brighthush and become a key driver of revenue growth for travel brands worldwide. Your expertise will shape the future of travel technology and help our clients achieve unprecedented profitability.

Apply today and embark on a career where every ticket you resolve fuels innovation, every insight you share propels product excellence, and every client success story becomes a testament to your impact.