Senior Remote Cruise Customer Experience Specialist – Global Travel Advisory, Client Relationship Management & Journey Optimization Expert at brighthush

About brighthush

brighthush is more than a travel agency; it’s a global movement that redefines how people experience the world. With a bold mission to craft unforgettable journeys that spark curiosity, foster connection, and create lasting memories, brighthush curates every detail with passion and precision. From intimate honeymoons to grand family adventures, from luxurious ocean liners to daring expedition tours, brighthush delivers bespoke travel experiences that resonate with travelers of all ages and interests.

Our worldwide network of trusted partners, combined with a culture that values creativity, collaboration, and continuous learning, makes brighthush the destination for travel professionals who want to make a real impact on the lives of our clients. Whether you’re a seasoned travel planner or a customer service champion, you’ll find a place at brighthush where your expertise can shine and your career can flourish.

Why brighthush?

At brighthush, we believe that the journey is just as important as the destination. That philosophy permeates everything we do—from the way we design itineraries to the way we treat our teammates. Here’s why you’ll love working with us:

• 100% Remote Work: Work from anywhere, on your own schedule, while staying connected to a supportive, high‑performing team.
• Comprehensive Training: No prior travel industry experience? No problem. We’ll equip you with the tools, knowledge, and confidence to excel.
• Career Growth: Performance‑based advancement opportunities, mentorship programs, and access to industry conferences and certifications.
• Competitive Compensation & Perks: Market‑aligned salary, performance bonuses, health & wellness benefits, and a generous travel stipend.
• Culture of Innovation: A collaborative environment that encourages new ideas, continuous improvement, and a healthy work‑life balance.
• Impactful Work: Every interaction you have shapes a client’s life‑changing experience. Your work matters.
• Global Community: Connect with colleagues and clients from every corner of the world, expanding your cultural horizons.

Role Overview

As a Senior Remote Cruise Customer Experience Specialist, you will be the trusted advisor and advocate for our clients, ensuring every step of their journey is seamless and memorable. You will be the first point of contact for clients seeking cruise itineraries, guiding them from initial consultation through post‑trip follow‑up. Your expertise will help shape the way brighthush delivers world‑class customer service and builds lasting relationships.

Your Day in the Life

Imagine starting your day with a quick stand‑up in our virtual collaboration space, reviewing the client pipeline for the day. You’ll then dive into personalized consultations, crafting itineraries that reflect each traveler’s unique story. Throughout the day, you’ll manage bookings, troubleshoot last‑minute changes, and nurture relationships that turn one‑time travelers into lifelong ambassadors of brighthush.

Key Responsibilities

Your day‑to‑day tasks will include, but are not limited to:

• Client Consultation: Engage with clients via phone, email, and chat to understand their travel preferences, budget, and unique needs. Use active listening and consultative selling techniques to uncover hidden desires and tailor solutions.
• Itinerary Design: Research destinations, select accommodations, arrange transportation, and curate excursions that align with each client’s vision. Leverage industry knowledge to recommend the best cruise lines, cabin categories, and onboard experiences.
• Booking Management: Secure reservations, confirm details, and coordinate with suppliers to guarantee flawless execution. Maintain a meticulous booking log and ensure all documentation is accurate and up to date.
• Customer Support: Provide proactive, personalized assistance throughout the travel cycle, addressing questions, resolving issues, and ensuring satisfaction. Act as a problem‑solver and escalation point for any client concerns.
• Relationship Building: Foster long‑term relationships with clients, encouraging repeat bookings and referrals. Use CRM tools to track interactions and personalize follow‑up communications.
• Market Intelligence: Stay up‑to‑date on industry trends, destination highlights, seasonal promotions, and regulatory changes. Share insights with the team to refine our offerings and stay ahead of the competition.
• Data & Reporting: Maintain accurate client records, track booking metrics, and contribute insights to improve service quality. Generate weekly reports on booking volume, client satisfaction scores, and revenue impact.
• Team Collaboration: Participate in virtual team meetings, brainstorming sessions, and cross‑functional projects. Share best practices and help mentor new hires.
• Continuous Learning: Attend internal training sessions, industry webinars, and pursue relevant certifications to stay current with travel trends and technology.
• Process Improvement: Identify bottlenecks in the booking workflow and propose solutions that enhance efficiency and client satisfaction.
• Compliance & Risk Management: Ensure all bookings comply with local regulations, health advisories, and safety standards.

Tools & Technology

To excel in this role, you’ll work with a suite of industry‑standard tools:

• Booking Engines: Sabre, Amadeus, Travelport, and proprietary platforms.
• CRM Systems: Salesforce, HubSpot, and custom dashboards.
• Communication: Slack, Microsoft Teams, Zoom, and email.
• Data Analysis: Excel, Google Sheets, and Power BI for reporting.
• Collaboration: Confluence, Notion, and shared Google Workspace.

Essential Qualifications

To thrive in this role, you should bring the following:

• Passion for travel and a genuine desire to help others create unforgettable experiences.
• Excellent written and verbal communication skills in English; additional languages are a plus.
• Strong organizational abilities and the capacity to manage multiple tasks simultaneously.
• Self‑motivation and the ability to work independently while staying aligned with team goals.
• Comfortable using online research tools, booking platforms, and CRM systems.
• Prior experience in travel planning, hospitality, or customer service is highly desirable but not mandatory.
• Proficiency with Microsoft Office, Google Workspace, and basic data analysis tools.
• Strong problem‑solving skills and a proactive mindset.

Preferred Qualifications & Skills

We value the following attributes and experiences that will give you a competitive edge:

• Experience with cruise booking and itinerary creation.
• Knowledge of global travel regulations, visa requirements, and health advisories.
• Proficiency in travel industry software (e.g., Sabre, Amadeus, Travelport).
• Strong analytical skills to assess client feedback and improve service delivery.
• Creative problem‑solving and a proactive approach to anticipating client needs.
• Commitment to continuous learning, with a willingness to pursue industry certifications (e.g., Certified Travel Associate).
• Experience with CRM platforms such as Salesforce, HubSpot, or similar.
• Ability to speak multiple languages, especially Spanish, French, or Mandarin.

Skills & Competencies

Success at brighthush requires a blend of technical, interpersonal, and strategic skills:

• Consultative Selling: Ability to ask the right questions, uncover client motivations, and recommend tailored solutions.
• Technical Proficiency: Comfortable navigating multiple booking engines, CRM platforms, and data analysis tools.
• Problem‑Solving: Quick thinking and resourcefulness when faced with last‑minute changes or client concerns.
• Time Management: Prioritizing tasks in a fast‑paced, remote environment while meeting deadlines.
• Collaboration: Working effectively with cross‑functional teams, including marketing, operations, and product development.
• Adaptability: Thriving in a constantly evolving industry and embracing new technologies and processes.
• Customer‑Centric Mindset: Putting the client’s needs first and delivering exceptional service at every touchpoint.
• Data‑Driven Decision Making: Using metrics and insights to refine processes and enhance the client experience.

Career Growth & Learning Opportunities

At brighthush, we’re committed to nurturing talent and unlocking potential. As you grow, you’ll have the chance to:

• Advance to senior advisory roles or team leadership positions.
• Specialize in niche travel segments such as luxury cruises, adventure tours, or sustainable travel.
• Participate in cross‑functional projects, gaining exposure to marketing, operations, and product development.
• Earn industry certifications and attend global travel conferences.
• Contribute to brighthush’s knowledge base, sharing insights and best practices with peers.
• Lead initiatives that shape the future of our customer experience strategy.
• Mentor new hires and help build the next generation of travel experts.

Work Environment & Culture

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

• Open communication channels with leadership and peers.
• A collaborative mindset that values diverse perspectives.
• Regular feedback loops and performance reviews focused on growth.
• A culture that celebrates achievements, both big and small.
• Flexibility to balance professional responsibilities with personal life.
• Virtual social events, team‑building activities, and global meet‑ups.
• Access to a digital library of resources, podcasts, and industry reports.

Compensation, Perks & Benefits

At brighthush, we believe that a great employee experience fuels outstanding client service. Here’s what you’ll receive:

• Competitive Salary: Market‑aligned pay with performance‑based bonuses.
• Health & Wellness: Comprehensive health, dental, and vision plans, plus mental health resources.
• Professional Development: Access to online courses, industry webinars, and a travel stipend for personal exploration.
• Flexible Work Hours: Design your schedule around your life while meeting client needs.
• Team Collaboration: Regular virtual team meetings, brainstorming sessions, and social events.
• Recognition & Growth: Clear career pathways, mentorship programs, and opportunities to lead projects.
• Technology Stipend: Support for home office equipment and high‑speed internet.
• Paid Time Off: Generous vacation policy, sick leave, and personal days.
• Retirement Plan: 401(k) with company match.
• Employee Assistance Program: Confidential counseling and support services.

How to Apply

Ready to embark on a career that lets you help people discover the world? Click the link below to submit your application and join the brighthush family. We’re excited to learn how your unique skills and passion can elevate our client experience.

Apply to this job

Frequently Asked Questions

What does remote work entail at brighthush? All team members work from their preferred location, with flexible hours that align with client time zones. We provide the necessary technology and support to ensure seamless collaboration.

What training will I receive? New hires undergo a comprehensive onboarding program covering our brand values, customer service standards, booking systems, and industry best practices. Ongoing learning is encouraged through webinars, workshops, and certification sponsorships.

How does performance evaluation work? We use a balanced scorecard approach, combining client satisfaction metrics, booking accuracy, and personal development goals. Feedback is continuous, with quarterly reviews and annual goal setting.

Can I advance to a leadership role? Absolutely. We promote from within whenever possible, valuing experience, initiative, and a passion for the travel industry.

What languages are most valuable? English is essential. Proficiency in Spanish, French, Mandarin, or Portuguese is highly valued and can open doors to new client segments.

Diversity & Inclusion

brighthush is committed to building a workforce that reflects the diverse communities we serve. We celebrate differences in culture, background, and perspective, believing that a variety of viewpoints fuels innovation and enriches the travel experience for our clients.

Global Reach

With clients spanning every continent, brighthush offers a truly global perspective. Your work will touch travelers from North America, Europe, Asia, Africa, and beyond, giving you a unique opportunity to learn about cultures, markets, and travel trends worldwide.

Success Stories

Meet Maya, a Senior Cruise Specialist who turned a hesitant client into a lifelong ambassador. By listening deeply and crafting a personalized itinerary that blended luxury and adventure, Maya not only secured a repeat booking but also earned a referral that grew our client base by 15% in a single quarter. Stories like Maya’s illustrate the tangible impact of your role at brighthush.