Senior Customer Support Specialist – Extra Services ZEN Team – Remote Global Travel Technology Solutions at brighthush

About brighthush and the Future of Travel Technology

brighthush is more than a technology provider; it is a catalyst for the next wave of travel innovation. By weaving together advanced software, real‑time data analytics, and a customer‑first philosophy, we empower airlines, hotels, car rental agencies, and activity operators to deliver seamless, personalized journeys to millions of travelers worldwide. Our platform acts as the connective tissue that unites disparate booking systems, payment gateways, and ancillary services into a single, intuitive ecosystem.

In an industry that is constantly evolving—driven by digital disruption, shifting consumer expectations, and the need for instant, data‑driven decision making—brighthush stands at the forefront. We streamline operations, reduce friction, and unlock new revenue opportunities for our partners, while ensuring that every traveler experiences a frictionless, memorable trip.

Why Join the Extra Services ZEN Team?

The Extra Services ZEN Team is the beating heart of our customer‑centric approach. This remote, high‑impact role is designed for individuals who thrive on solving complex problems, building lasting relationships, and driving satisfaction across a global network of travelers and partners. If you are passionate about travel, love working in a dynamic environment, and want to shape the future of hospitality technology, this is the place for you.

As a member of the ZEN Team, you will be at the forefront of customer engagement, ensuring that every interaction reflects brighthush’s values of empathy, excellence, and innovation. Your work will directly influence the satisfaction of millions of travelers and the success of our partners, making a tangible difference in the industry.

Why This Role Matters

Customer support is more than a function—it is the bridge between technology and human experience. In the travel sector, where expectations are high and stakes are global, a single support interaction can turn a frustrated traveler into a loyal advocate. By joining the Extra Services ZEN Team, you become the guardian of that bridge, ensuring that every booking, modification, or ancillary service is handled with precision, care, and speed.

Your Impact

• Elevate the Traveler Experience: Resolve booking issues swiftly, turning potential roadblocks into smooth, memorable journeys.
• Drive Revenue Growth: Provide expert advisory on product offerings and pricing, helping partners maximize ancillary revenue.
• Shape Product Development: Identify recurring pain points and collaborate with product and engineering teams to refine features and workflows.
• Champion Data Integrity: Leverage CRM and internal databases to capture, track, and analyze customer interactions, ensuring data‑driven insights.
• Lead Continuous Improvement: Monitor KPIs, report findings, and champion initiatives that enhance efficiency and customer satisfaction.

Key Responsibilities

• Resolve Booking Issues: Quickly address and resolve client concerns related to bookings, modifications, cancellations, and ancillary services, ensuring a seamless experience.
• Expert Advisory: Provide knowledgeable guidance on product offerings, pricing, and best practices to both clients and internal stakeholders.
• Stakeholder Communication: Act as the primary liaison between customers, suppliers, and hotels via email, phone, and chat, ensuring clear, timely, and professional exchanges.
• CRM & Data Management: Leverage our CRM system and internal databases to capture, track, and analyze customer interactions, ensuring data integrity and actionable insights.
• Process Improvement: Identify recurring pain points and collaborate with cross‑functional teams to refine workflows, enhance automation, and elevate the overall customer experience.
• Performance Reporting: Monitor key performance indicators (KPIs) such as response time, resolution rate, and customer satisfaction scores, and report findings to leadership.
• Continuous Learning: Stay current on industry trends, new product features, and competitor offerings to provide up‑to‑date advice and support.

Essential Qualifications

• Upper‑intermediate proficiency in English (both spoken and written) – fluency in additional languages is a plus.
• Strong interpersonal skills: empathy, kindness, politeness, and the ability to remain calm under pressure.
• Results‑oriented mindset with a proven track record of meeting or exceeding service targets.
• Excellent written and verbal communication, capable of translating complex technical details into clear, customer‑friendly language.
• Self‑motivated, quick learner who can adapt to new tools, processes, and industry developments.
• Reliable home office setup: high‑speed internet, a dedicated computer, and a high‑quality microphone.
• Experience in the travel industry or with booking systems is highly advantageous.

Preferred Qualifications

• Previous experience in a customer support or client‑facing role within travel technology, hospitality, or related sectors.
• Familiarity with CRM platforms such as Salesforce, Zendesk, or HubSpot.
• Knowledge of global travel regulations, tax structures, and compliance requirements.
• Experience troubleshooting payment gateways, booking engines, and API integrations.
• Background in data analysis or reporting tools (Excel, Power BI, Tableau).

Core Skills & Competencies

• Problem‑Solving: Ability to diagnose issues quickly and propose effective solutions.
• Communication: Clear, concise, and persuasive communication across multiple channels.
• Collaboration: Works seamlessly with cross‑functional teams—product, engineering, sales, and operations.
• Time Management: Prioritizes tasks in a fast‑paced environment while maintaining high quality.
• Customer‑Centric Mindset: Places the traveler’s experience at the core of every decision.
• Adaptability: Comfortable with rapid change, new technologies, and evolving processes.
• Data‑Driven Decision Making: Uses metrics to guide actions and measure success.

Career Growth & Learning Opportunities

At brighthush, we believe that professional development is a shared journey. As a member of the Extra Services ZEN Team, you will:

• Participate in monthly knowledge‑sharing sessions with product experts and industry veterans.
• Attend quarterly training workshops covering advanced CRM usage, travel industry trends, and customer experience best practices.
• Earn certifications in customer support excellence and travel technology fundamentals.
• Access a curated library of e‑learning courses, webinars, and industry reports.
• Be considered for internal mobility into product management, operations, or business development roles.

Work Environment & Company Culture

brighthush champions a culture of inclusivity, innovation, and work‑life balance. Our remote‑first model means you can work from anywhere, supported by:

• Flexible scheduling: 2 days on, 2 days off, with a core window from 9 a.m. to 9 p.m. GMT+3.
• Regular virtual team gatherings, hackathons, and social events to foster connection.
• A transparent, merit‑based promotion system that rewards performance and initiative.
• Open communication channels, from Slack channels to monthly town‑halls.
• Commitment to diversity, equity, and inclusion—every voice is valued and heard.

Compensation & Perks

We offer a competitive compensation package designed to attract top talent:

• Base salary: €600 gross per month.
• Performance‑based bonus: up to €150 gross per month, tied to key performance indicators.
• Comprehensive benefits: health insurance, paid time off, and a flexible work‑from‑home stipend.
• Corporate discounts on hotels, travel packages, and partner services.
• Access to a global network of industry events, conferences, and seminars.
• Regular performance reviews and career development plans.

Equal Opportunity Statement

brighthush is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, or any other protected characteristic.

Ready to Elevate Your Career?

If you are ready to make a tangible impact in the travel technology space, help millions of travelers enjoy smoother journeys, and grow alongside a forward‑thinking team, we want to hear from you. Join brighthush’s Extra Services ZEN Team and become part of a company that values innovation, customer obsession, and personal growth.

Click the link below to apply and start your journey with brighthush today!

Apply to this role at brighthush