Senior Global Travel Customer Experience Specialist – Client Support & Journey Management Lead at brighthush

About brighthush

brighthush is not just a travel agency – it’s a movement that reimagines how people explore the world. With a portfolio that ranges from ultra‑luxury retreats and adrenaline‑packed adventure tours to fully customized itineraries, we fuse cutting‑edge technology with a heartfelt commitment to personalized service. Our mission is simple yet powerful: transform every journey into a seamless, unforgettable experience that surpasses expectations. As we expand our global footprint, we’re on the lookout for passionate, customer‑centric professionals who thrive in a dynamic, remote‑first environment and who want to help shape the future of travel.

Why brighthush is the Place to Grow Your Career

At brighthush, we believe that the best travel experiences begin with exceptional people. That’s why we cultivate a culture that values curiosity, collaboration, and continuous learning. When you join our team, you’ll enjoy:

• Fully remote work with flexible hours that adapt to your lifestyle and time zone.
• Comprehensive onboarding and ongoing training programs that keep you ahead of industry trends.
• Transparent career pathways – from senior support roles to operations, product, and leadership positions.
• Exclusive travel perks, including discounted stays, flights, and partner experiences.
• A supportive community of travel enthusiasts who celebrate each other’s successes and share knowledge.

Key Responsibilities

As a Senior Global Travel Customer Experience Specialist, you will be the first line of support for our clients before, during, and after their trips. Your role will involve:

• Client Communication: Engage travelers across email, phone, live chat, and social media, providing timely, accurate, and empathetic responses to inquiries.
• Booking Management: Execute itinerary updates, seat upgrades, special requests, cancellations, and refunds with precision and a customer‑first mindset.
• Proactive Outreach: Initiate check‑ins to confirm travel details, remind clients of upcoming departures, and pre‑emptively address potential concerns.
• Information Dissemination: Share up‑to‑date destination insights, visa requirements, health advisories, and agency policies to empower travelers.
• Issue Resolution: Troubleshoot booking errors, last‑minute changes, and other challenges, ensuring a positive outcome while preserving brand integrity.
• Data Accuracy: Maintain meticulous records in our CRM, logging every interaction and update for future reference.
• Cross‑Functional Collaboration: Work closely with Sales, Operations, and Marketing to surface client pain points and refine service processes.
• Continuous Improvement: Participate in regular training, share best practices, and contribute to the development of knowledge bases and SOPs.

Essential Qualifications

• Minimum of 2 years’ experience in customer service, preferably within travel, tourism, or hospitality.
• Exceptional written and verbal communication skills in English; additional languages are a plus.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and ticketing platforms (e.g., Zendesk, Freshdesk).
• Strong organizational skills with the ability to juggle multiple client requests simultaneously.
• Tech‑savvy mindset: comfortable learning new tools, troubleshooting software issues, and adapting to evolving processes.
• Customer‑first attitude: a genuine passion for helping travelers and a commitment to delivering a stress‑free experience.
• Reliable internet connection and a quiet workspace suitable for remote work.

Preferred Qualifications

• Experience with travel booking engines (e.g., Sabre, Amadeus) or airline reservation systems.
• Knowledge of international travel regulations, visa processes, and health advisories.
• Background in sales or cross‑selling travel products.
• Previous remote work experience with a proven track record of self‑management.
• Certifications in customer service or hospitality (e.g., HOS, CCI).

Core Skills & Competencies

• Communication: Clear, concise, and empathetic messaging across multiple channels.
• Problem‑Solving: Analytical mindset to diagnose issues and devise effective solutions.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity in a remote setting.
• Attention to Detail: Accuracy in data entry, itinerary verification, and compliance with travel regulations.
• Adaptability: Ability to thrive in a fast‑changing environment and embrace new technologies.
• Team Collaboration: Strong interpersonal skills to work cross‑functionally and share insights.

Career Growth & Development

At brighthush, professional growth is a shared journey. As a Senior Travel Customer Experience Specialist, you will have the opportunity to:

• Advance to a Team Lead or Manager role overseeing a group of support specialists.
• Transition into Operations, where you’ll shape travel processes and improve service delivery.
• Move into Product Management, contributing to the design of new travel tools and features.
• Participate in leadership development programs, mentorship, and industry conferences.
• Earn certifications in travel technology, customer experience, or project management.

Work Environment & Culture

Our remote‑first culture is built on trust, transparency, and a shared love for travel. You’ll experience:

• Weekly virtual team huddles and monthly all‑hands meetings.
• Open communication channels via Slack, Teams, and email.
• A collaborative knowledge base that encourages peer learning.
• Regular virtual social events, such as trivia nights, travel photo contests, and wellness sessions.
• A culture that celebrates diversity, inclusion, and the unique perspectives each team member brings.

Compensation & Benefits

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

• Base salary commensurate with industry standards.
• Performance‑based bonuses and incentive programs.
• Health, dental, and vision insurance options.
• Paid time off, including vacation, sick leave, and personal days.
• Flexible work hours and the ability to work from anywhere.
• Annual travel stipend and access to exclusive partner discounts.
• Professional development budget for courses, certifications, and conferences.

How to Apply

If you’re ready to bring your passion for travel and customer service to a forward‑thinking agency, we’d love to hear from you. Submit your resume, a brief cover letter detailing your travel experience, and any relevant certifications through our online portal. Let’s create unforgettable journeys together at brighthush.