Senior Live‑Chat Customer Experience Consultant – Expert in Driving Sales, Guest Relations, and Real‑Time Digital Engagement for brighthush Hospitality

About brighthush

brighthush is more than a cruise line; it is a global hospitality powerhouse that redefines the way travelers experience luxury, adventure, and personalized service. With a fleet of award‑winning vessels, a portfolio of itineraries that span from intimate river cruises to expansive ocean voyages, and a relentless focus on innovation, brighthush has become synonymous with unforgettable moments that linger long after guests disembark.

Our mission is simple yet powerful: to create moments that stay in the hearts of travelers, turning every interaction into a story worth sharing. As we expand our footprint across continents, we are building a team that shares our passion for service excellence, sustainability, and continuous learning. If you thrive in fast‑paced, technology‑driven environments and want to shape the future of hospitality, brighthush invites you to join our dynamic family.

Position Overview

We are seeking a Senior Live‑Chat Customer Experience Consultant to serve as the first point of contact for guests engaging with brighthush’s digital platforms. In this role, you will transform casual inquiries into memorable experiences, nurture customer loyalty, and directly contribute to our sales objectives. Your expertise in real‑time communication, deep product knowledge, and consultative selling will guide guests through our offerings—from itineraries and stateroom upgrades to onboard credits and exclusive promotions.

Why This Role Matters

In the age of instant gratification, the first touchpoint a guest has with a brand can set the tone for the entire journey. As a Live‑Chat Consultant, you are the digital concierge who:

• Creates a seamless, personalized experience that mirrors the high standards of our onboard service.
• Drives revenue by identifying upsell opportunities and converting inquiries into bookings.
• Acts as a brand ambassador, ensuring every interaction reflects brighthush’s values of Integrity, Excellence, and Adventure.
• Feeds real‑time insights back to Sales, Marketing, and Operations, helping us refine products and messaging.

Key Responsibilities

• Real‑Time Guest Engagement: Respond to live‑chat inquiries within 60 seconds, maintaining a 95%+ first‑response rate.
• Consultative Selling: Use a deep understanding of our fleet, itineraries, and ancillary products to recommend tailored solutions that align with each guest’s travel goals.
• CRM & Data Stewardship: Log every interaction, track sales opportunities, and maintain accurate, up‑to‑date customer records in brighthush’s CRM.
• Cross‑Functional Collaboration: Partner with Sales, Marketing, and Operations to ensure consistent brand messaging and a seamless guest journey from inquiry to booking.
• Issue Resolution & Escalation: Identify and resolve issues quickly, escalating complex matters to the appropriate department while preserving a positive guest experience.
• Continuous Improvement: Provide feedback on chat scripts, product offerings, and customer pain points to refine our digital engagement strategy.
• Performance Excellence: Achieve and exceed monthly sales quotas and customer satisfaction metrics, contributing to the overall success of the team.
• Professional Development: Participate in ongoing training sessions to stay current on new itineraries, promotions, and industry trends.
• Additional Duties: Support broader customer experience initiatives, including special projects, pilot programs, and seasonal campaigns.

Essential Qualifications

• High school diploma or equivalent; bachelor’s degree in Marketing, Business Administration, Hospitality, or a related field is preferred.
• Minimum of 6 months experience in a customer‑facing role within the travel or hospitality sector.
• At least one year of proven customer service experience, preferably in a live‑chat or digital support environment.
• Strong written communication skills, with the ability to convey complex information clearly and concisely.
• Proficiency in brighthush’s CRM and chat platforms, or a demonstrated ability to quickly master new systems.
• Excellent problem‑solving skills and a proactive approach to resolving guest concerns.
• Self‑motivated, detail‑oriented, and capable of managing multiple priorities in a dynamic setting.
• Fluency in English; additional languages are a plus.

Preferred Qualifications

• Experience with brighthush’s product suite, including current fleet details and itinerary highlights.
• Background in sales or revenue management within the travel industry.
• Knowledge of digital marketing tools and analytics platforms.
• Certification in Customer Experience Management or related disciplines.

Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building long‑term relationships.
• Consultative Selling: Ability to assess guest needs and recommend tailored solutions that drive revenue.
• Technical Proficiency: Comfortable navigating CRM systems, chat platforms, and data entry tools.
• Communication: Clear, persuasive, and empathetic written communication.
• Adaptability: Thrives in a fast‑changing environment and embraces continuous learning.
• Team Collaboration: Works effectively with cross‑functional teams to achieve shared goals.
• Time Management: Prioritizes tasks to meet response time targets and sales objectives.

Career Growth & Learning Opportunities

At brighthush, professional development is a cornerstone of employee success. As a Live‑Chat Consultant, you will have access to:

• Structured Onboarding: Immersive programs that introduce you to brighthush’s culture, products, and customer experience philosophy.
• Advanced Training Workshops: Regular sessions covering advanced sales techniques, product knowledge, and emerging industry trends.
• Mentorship: Guidance from senior customer experience leaders who provide career coaching and support.
• Clear Advancement Pathways: Opportunities to progress into roles such as Senior Customer Experience Specialist, Sales Manager, or Digital Experience Lead.
• Cross‑Department Projects: Participation in initiatives that broaden your skill set beyond live‑chat, including marketing campaigns, product development, and operational improvements.

Work Environment & Company Culture

brighthush fosters a vibrant, inclusive workplace where creativity, collaboration, and innovation thrive. Our core values—Integrity, Excellence, and Adventure—guide every interaction, both internally and with our guests. You can expect:

• A supportive team that celebrates successes and learns from challenges.
• Flexible scheduling options to accommodate diverse lifestyles.
• A culture that values work‑life balance, offering wellness programs and employee assistance resources.
• Regular team events, both virtual and in‑person, to build camaraderie and share best practices.
• Recognition programs that reward outstanding performance and customer‑centric achievements.

Compensation & Perks

While specific salary ranges are tailored to experience and location, brighthush offers a competitive compensation package that includes:

• Base salary commensurate with industry standards.
• Performance‑based bonuses tied to sales quotas and customer satisfaction metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings plan with company match.
• Paid time off, including vacation, sick leave, and holidays.
• Employee discounts on brighthush travel packages and onboard experiences.
• Professional development stipend and tuition reimbursement for relevant courses.
• Access to exclusive employee events, webinars, and industry conferences.

How to Apply

Ready to elevate your career and join a team that values innovation, service excellence, and personal growth? Click the “Apply” button below to submit your application through our online portal. Please ensure you complete all required fields and attach an updated résumé and cover letter highlighting your relevant experience.

Apply to brighthush Today

Why brighthush?

At brighthush, you will be part of a forward‑thinking organization that is redefining the travel experience. Our commitment to sustainability, community engagement, and employee empowerment sets us apart. Join us, and you’ll not only help guests create lifelong memories—you’ll also grow professionally in an environment that rewards curiosity, resilience, and a passion for hospitality.

We look forward to welcoming you aboard the brighthush family, where every conversation is an opportunity to shine.