Senior Luxury Travel Customer Service Representative – Global Client Experience, Issue Resolution & Continuous Improvement at brighthush

About brighthush

brighthush is the world’s leading luxury travel wholesaler, partnering with travel advisors to create unforgettable journeys for discerning clients. With a legacy of excellence that spans decades, brighthush delivers curated itineraries, exclusive access, and unparalleled service across the globe. Our mission is simple yet powerful: to turn every travel experience into a story worth sharing. By combining deep industry expertise, cutting‑edge technology, and a culture of relentless improvement, we empower advisors and travelers alike to achieve moments that last a lifetime.

Why This Role Matters

In the luxury travel arena, the difference between a good trip and a legendary one often hinges on how quickly and gracefully a problem is resolved. As a Customer Service Representative in our Luxury Travel Contact Center, you are the frontline guardian of the brighthush promise. Your ability to turn a hiccup into a highlight not only preserves client loyalty but also strengthens the trust advisors place in us. Every interaction you manage reflects directly on brighthush’s brand, our advisor relationships, and the reputation we hold in the premium travel market.

Key Responsibilities

• White‑Glove Client Support: Deliver calm, personalized assistance to travelers, travel advisors, and suppliers via phone, email, and chat. Every interaction should exude the warmth, polish, and attentiveness expected of a luxury brand.
• Advisor Partnership: Act as a trusted resource for travel advisors, keeping them informed at every step so they can confidently support their clients. Protect the advisor relationship in every resolution.
• End‑to‑End Case Ownership: Take full responsibility for each case from first contact to final resolution. Set clear expectations, provide proactive status updates, and follow up until the matter is fully resolved.
• In‑Travel Issue Resolution: Respond swiftly to on‑destination problems—flight disruptions, missed connections, room‑category discrepancies, and other service concerns—working with suppliers to secure workable alternatives while travelers are still on their trip.
• Escalation Management: Handle complex, emotionally charged cases with empathy, composure, and diplomacy. De‑escalate situations and collaborate with the Customer Service Manager when additional authority is required.
• Service Recovery Design: Craft thoughtful recovery solutions—rebooking, upgrades, amenities, credits, or other gestures—within approved guidelines to restore confidence and goodwill.
• Post‑Travel Resolution & Financial Accuracy: Process refunds, changes, and adjustments accurately in PleX. Partner with accounting to ensure all financial transactions are recorded correctly and reconciled promptly.
• Supplier & Partner Collaboration: Build respectful, productive relationships with global suppliers. Document service failures clearly and share insights with Vendor Relations and Product teams to drive continuous improvement.
• Communication Excellence: Craft polished written correspondence and deliver clear, empathetic verbal communication. Build rapport with travelers, advisors, and vendors, ensuring every caller feels heard and supported.
• Systems & Documentation: Maintain complete, accurate case notes in PleX, Sabre, EAN Hotels, and other systems. Protect traveler data in compliance with privacy and security standards.
• Insights & Continuous Improvement: Identify recurring service issues, share feedback with leadership, and recommend workflow enhancements to increase efficiency and consistency.
• Team Collaboration & Development: Partner across Reservations, Operations, Product, Vendor Relations, Accounting, and Technology. Mentor new hires, share best practices, and contribute to special projects.

Essential Qualifications

• High school diploma or equivalent required.
• Minimum of 3 years in luxury travel, hospitality, or a premium, high‑touch service environment.
• Proven success handling escalated, complex, and emotionally sensitive customer situations.
• Experience processing refunds, changes, and adjustments with high financial accuracy.
• Direct experience working with travel advisors, hotels, airlines, or ground operators.
• Strong knowledge of Sabre or other GDS platforms; advanced proficiency is a plus.
• Experience in a contact‑center or remote service environment with defined service‑level and quality standards.
• Excellent verbal and written communication skills, with a polished, professional, and warm style.
• Exceptional analytical and mathematical skills, with meticulous attention to detail.
• Strong organizational, follow‑up, and time‑management skills.
• Ability to work independently in a remote environment while staying connected and collaborative.
• Creative problem‑solver with optimism, curiosity, and ownership mindset.
• Unwavering integrity, discretion, and professionalism in handling confidential information.
• Passion for travel and delivering unforgettable client experiences.

Preferred Qualifications & Technical Expertise

• Advanced knowledge of Sabre and airline ticketing (schedule changes, reissues, refunds).
• Proficiency in PleX, EAN Hotels, and other booking and case‑management systems.
• Strong understanding of luxury travel products—air, hotels, resorts, transfers, tours—and the supplier relationships behind them.
• Familiarity with key leisure destinations (Hawaii, Mexico, Caribbean, Europe, South Pacific).
• Knowledge of supplier terms, cancellation policies, and travel protection programs.
• Experience mentoring or training peers.
• Travel industry certifications (e.g., The Travel Institute’s CTA).

Skills & Competencies for Success

• Customer‑Centric Mindset: Always put the traveler’s experience first while balancing company interests.
• Empathy & Emotional Intelligence: Read subtle cues, remain calm, and respond with genuine care.
• Problem‑Solving & Decision‑Making: Analyze complex scenarios quickly and propose effective solutions.
• Adaptability: Thrive in a fast‑moving environment where priorities shift rapidly.
• Collaboration: Work seamlessly with cross‑functional teams across time zones.
• Technology Proficiency: Mastery of Microsoft Office, Outlook, Excel, Word, and Windows.
• Data Integrity: Maintain accurate, confidential records and uphold privacy standards.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Service Representative, you will:

• Gain exposure to all facets of luxury travel operations, from reservations to accounting.
• Participate in specialized training programs, including FAM trips, supplier workshops, and industry conferences.
• Advance to senior support roles, team lead positions, or cross‑functional roles in Product, Vendor Relations, or Operations.
• Benefit from mentorship programs that pair you with seasoned leaders in the travel industry.
• Access continuous learning resources—online courses, webinars, and industry certifications—to keep your skills sharp.

Work Environment & Company Culture

brighthush is a fully remote, multi‑time‑zone organization that values flexibility, collaboration, and work‑life balance. Our culture is built on:

• Innovation: Encouraging creative solutions and new ideas to improve service.
• Integrity: Upholding the highest ethical standards in every interaction.
• Inclusivity: Celebrating diverse backgrounds and perspectives.
• Team Spirit: Fostering a supportive community where every voice matters.
• Recognition: Celebrating achievements through awards, shout‑outs, and career milestones.

Compensation, Perks & Benefits

We offer a competitive hourly rate commensurate with experience, along with a comprehensive benefits package that includes:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Paid time off (PTO) and paid holidays.
• Flexible work schedule with options for early morning, evening, overnight, weekend, and holiday shifts.
• Exclusive travel industry perks—discounts on flights, hotels, and experiences.
• Professional development budget and access to industry certifications.
• Employee assistance program and wellness resources.

Physical & Technical Requirements

• Work at a computer with a telephone headset for extended periods.
• Communicate clearly by phone and in writing.
• Lift up to 15 pounds as needed.
• Maintain a quiet, private, and secure home workspace with reliable high‑speed internet.
• Be prepared for occasional extended hours to meet business needs.

How to Apply

Ready to bring your passion for luxury travel and exceptional customer service to brighthush? Submit your application through our careers portal or email your resume and cover letter to [email protected]. We look forward to exploring how you can help us continue to delight travelers worldwide.

brighthush’s Commitment to Diversity & Inclusion

brighthush is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment where every team member feels valued, respected, and empowered to reach their full potential.