Senior Global Customer Support Specialist – Night Shift (3 PM – 12 AM) – Remote Thailand – Champion Traveler Delight, Drive Process Innovation, and Elevate Customer Success at brighthush

About brighthush

brighthush is more than a travel‑technology platform; it is a global movement that redefines how people move across the world. By weaving together a network of local transportation providers—buses, ferries, shuttles, and more—brighthush transforms every journey into a seamless, stress‑free adventure. Our mission is simple yet powerful: make travel accessible, reliable, and enjoyable for everyone, everywhere.

With a vibrant, multicultural team spread across continents, brighthush thrives on curiosity, innovation, and a relentless focus on customer delight. We empower our people to experiment, learn, and grow—because we believe that the best solutions come from diverse minds working together. Whether you’re a seasoned traveler or a tech enthusiast, you’ll find a place at brighthush where your ideas can spark real change.

Why brighthush?

• Impact at Scale: Every interaction you handle directly influences millions of travelers’ journeys.
• Remote‑First Culture: Work from anywhere in Thailand (or beyond) while staying connected to a global team.
• Growth Opportunities: Fast‑paced career paths, mentorship programs, and cross‑functional projects.
• Inclusive Environment: A culture that celebrates differences, encourages open dialogue, and values every voice.
• Competitive Compensation: Market‑aligned salary, performance bonuses, and a comprehensive benefits package.
• Innovation Hub: Access to cutting‑edge tools, AI‑driven support solutions, and a culture that rewards experimentation.
• Community & Well‑Being: Regular virtual meet‑ups, wellness initiatives, and a supportive network of peers.

Role Overview

As a Senior Customer Support Specialist at brighthush, you will be the frontline champion for our travelers. Your day‑to‑day responsibilities will involve resolving complex inquiries, collaborating with internal teams, and continuously refining our support processes. You’ll work the 15:00 – 00:00 Bangkok time shift (Saturday to Wednesday), ensuring that travelers receive timely, accurate assistance during their most critical moments.

Beyond ticket resolution, you will act as a bridge between travelers and the product, engineering, and operations teams, translating user pain points into actionable product improvements. Your analytical mindset will help us identify systemic issues and drive automation initiatives that reduce friction for both customers and staff.

Day in the Life

Imagine stepping into a world where every ticket you resolve is a story of a traveler’s adventure. Your shift starts with a quick stand‑up with the support squad, where you’ll sync on high‑priority cases and share insights from the previous day. Throughout the shift, you’ll juggle live chat, email, and social media conversations, turning each interaction into a memorable experience. At the end of the day, you’ll review metrics, update knowledge base articles, and brainstorm process improvements with your teammates.

In addition to reactive support, you’ll proactively monitor support dashboards, flag emerging trends, and propose enhancements to the knowledge base. You’ll also mentor junior agents, providing guidance on best practices and ensuring consistent service quality across the team.

Key Responsibilities

• Resolve customer complaints and inquiries via email, live chat, and social media channels with a focus on empathy and clarity.
• Provide clear, concise, and empathetic communication to travelers, ensuring a positive experience even in high‑pressure situations.
• Collaborate with product, engineering, and operations teams to troubleshoot issues and implement solutions that improve the overall travel experience.
• Track and analyze support tickets, identifying patterns and recommending process improvements that reduce resolution time.
• Maintain up‑to‑date knowledge of travel regulations, local transportation partners, and industry best practices.
• Document best practices, update knowledge base articles, and train junior team members to elevate the team’s skill set.
• Escalate high‑priority cases to the appropriate stakeholders while keeping customers informed throughout the resolution process.
• Participate in continuous improvement initiatives, such as workflow automation and AI‑driven support tools, to increase efficiency.
• Contribute to the development of support playbooks and standard operating procedures that align with company goals.
• Act as a liaison between travelers and internal teams, ensuring seamless communication and timely issue resolution.
• Assist in the onboarding of new support agents, sharing insights and best practices to accelerate their ramp‑up.
• Support quarterly customer satisfaction surveys, providing insights that guide product and service enhancements.

Essential Qualifications

• Minimum of 2 years experience in customer support or a related customer‑facing role.
• Fluent in English (written and spoken) – a prerequisite for all interactions.
• Strong problem‑solving skills with the ability to handle multiple tasks simultaneously.
• Excellent organizational and time‑management abilities, with a proactive approach to meeting deadlines.
• Comfortable communicating across departments, raising questions, and escalating issues when necessary.
• Adaptability to a fast‑changing environment, with a willingness to learn new tools and processes.
• Long‑term mindset: interest in growing within brighthush and contributing to its success.
• Experience with our internal ticketing system or similar platforms is a plus.
• Basic understanding of travel industry terminology and common traveler pain points.

Preferred Qualifications

• Background in the travel or hospitality industry, especially with OTA ticketing platforms.
• Experience working in a remote or distributed team setting.
• Knowledge of local transportation regulations in Southeast Asia.
• Proficiency in additional languages (Thai, Mandarin, Spanish, etc.) is advantageous.
• Familiarity with data analytics tools to track support metrics and derive actionable insights.
• Experience with AI‑driven chatbots or automated ticket routing systems.
• Previous involvement in process improvement or quality assurance initiatives.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and turning challenges into opportunities.
• Communication: Clear, concise, and empathetic communication across multiple channels.
• Technical Aptitude: Comfortable navigating ticketing systems, CRM platforms, and basic troubleshooting.
• Collaboration: Ability to work cross‑functionally with product, engineering, and operations teams.
• Analytical Thinking: Strong data‑driven mindset to identify trends and propose actionable improvements.
• Resilience: Ability to stay calm under pressure and maintain a positive attitude.
• Innovation: Willingness to experiment with new tools and processes to improve support efficiency.
• Time Management: Prioritize tasks effectively in a fast‑paced environment.
• Mentorship: Willingness to coach and develop junior team members.

Tools & Technologies

• Ticketing system (our internal platform) for case management.
• CRM and customer data platforms for a holistic view of traveler interactions.
• Live chat and social media monitoring tools.
• Analytics dashboards (e.g., Tableau, Power BI) for performance tracking.
• Collaboration tools (Slack, Microsoft Teams, Zoom) for cross‑functional communication.
• Knowledge base platform (Confluence, Notion) for documentation and training.

Career Growth & Learning

At brighthush, we believe that learning is a lifelong journey. As a Senior Customer Support Specialist, you will:

• Participate in quarterly skill‑building workshops covering advanced customer service techniques, product knowledge, and emerging travel tech trends.
• Receive mentorship from senior leaders in product, engineering, and operations.
• Have the opportunity to transition into roles such as Customer Success Manager, Product Support Lead, or Operations Analyst.
• Contribute to strategic initiatives, such as designing new support workflows or integrating AI chatbots.
• Attend annual conferences and industry events to stay ahead of market developments.
• Earn certifications in customer experience management and data analytics.
• Lead cross‑functional projects that shape the future of travel support at brighthush.
• Access a learning budget for courses, certifications, and conferences.
• Receive regular performance reviews that align personal goals with company objectives.

Work Environment & Culture

brighthush’s culture is built on three core pillars: Innovation, Collaboration, and Well‑Being. We foster an environment where:

• Team members feel empowered to share ideas and challenge the status quo.
• Remote work is supported with the right tools, flexible schedules, and a strong sense of community.
• Work‑life balance is respected, with Thursday and Friday off every week.
• Employees are recognized for their contributions through peer‑to‑peer shoutouts and quarterly awards.
• Continuous feedback loops help everyone grow and succeed.
• Our office spaces (when you choose to work onsite) are designed for collaboration, creativity, and comfort.
• We celebrate milestones, birthdays, and cultural holidays with virtual and in‑person events.
• Health and wellness initiatives, including virtual yoga, meditation sessions, and mental health resources.
• Inclusive hiring practices that value diverse perspectives and backgrounds.

Compensation & Benefits

While specific figures may vary based on experience and market conditions, brighthush offers:

• Competitive base salary aligned with industry standards for senior customer support roles in Thailand.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health and wellness benefits, including medical insurance and mental health support.
• Paid time off (PTO) and flexible holiday scheduling.
• Professional development stipend for courses, certifications, and conferences.
• Access to cutting‑edge tools and technology to streamline your workflow.
• Remote work stipend to cover home‑office setup and internet costs.
• Employee assistance program for personal and professional support.
• Annual wellness stipend for gym memberships, meditation apps, or other self‑care activities.
• Equity or profit‑sharing options for long‑term employees.

How to Apply

Ready to join brighthush and shape the future of travel support? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. Highlight any relevant experience with OTA platforms, our internal ticketing system, or remote team collaboration.

Click the link below to apply directly through our careers portal:

Apply to brighthush – Senior Customer Support Specialist

Closing

At brighthush, every traveler’s journey matters—and so does every team member’s contribution. If you’re passionate about delivering world‑class support, thrive in a fast‑paced, remote environment, and are ready to grow alongside a global travel‑tech leader, we want to hear from you. Join us, and let’s make travel easier, one support ticket at a time.