Senior Remote Customer Experience Coordinator – Global Hospitality & Travel Client Success Champion Driving Service Excellence, Innovation, and Career Growth at brighthush

Welcome to brighthush – Where Every Journey Begins with Exceptional Service

At brighthush, we’re not just a technology provider; we’re a catalyst for unforgettable experiences. With a footprint that spans more than 30 countries, we empower travelers, event planners, and hospitality partners to create moments that linger in memory. Our mission is simple: turn every interaction into a personal invitation to adventure. If you thrive on crafting seamless journeys, delighting clients, and driving measurable impact, you’ll find a home here.

Why This Role Matters – The Pulse of Client Success

As a Senior Remote Customer Experience Coordinator, you become the heartbeat of every client interaction. Your expertise transforms routine inquiries into memorable experiences, ensuring that every touchpoint reflects brighthush’s unwavering commitment to excellence. You’ll influence client satisfaction, operational efficiency, and revenue growth, positioning yourself as a key driver of our global success.

In an era where customers demand instant, personalized service, your role is the bridge that turns expectations into delight. By mastering proactive communication and meticulous coordination, you’ll help brighthush maintain its reputation as the go‑to partner for hospitality and travel excellence.

Impact Metrics – What Success Looks Like

• Client Satisfaction: Maintain a CSAT score of 95%+ by resolving inquiries within 24 hours.
• Process Efficiency: Reduce average ticket resolution time by 30% through automation and workflow improvements.
• Revenue Growth: Identify and execute upsell opportunities that add an additional 10% to our annual recurring revenue.
• Client Retention: Achieve a renewal rate of 98% by fostering strong, trust‑based relationships.
• Team Collaboration: Contribute to cross‑functional initiatives that improve service delivery by at least 15% year‑over‑year.

Key Responsibilities – Your Day‑to‑Day Mission

• Client Liaison: Serve as the primary point of contact for all client inquiries, support requests, and feedback across email, live chat, and phone.
• Service Coordination: Partner with operations, logistics, marketing, and product teams to schedule services, manage event details, and follow up on pending tasks, guaranteeing flawless execution.
• Clear Communication: Draft concise, professional updates and next‑step instructions that keep clients informed, engaged, and confident in our solutions.
• Data Management: Maintain accurate, up‑to‑date records of all client interactions, requests, and resolutions in our CRM system, ensuring data integrity and accessibility.
• Process Monitoring: Track task progress, identify bottlenecks, and proactively address issues to ensure timely responses and resolutions.
• Experience Enhancement: Champion a consistent, high‑quality client experience by sharing insights and recommending improvements to processes and tools.
• Cross‑Functional Collaboration: Work seamlessly with product, sales, and marketing teams to align on client expectations, feedback loops, and service enhancements.
• Continuous Improvement: Participate in regular retrospectives and process‑review meetings to identify opportunities for automation, efficiency, and quality gains.
• Knowledge Sharing: Create and maintain best‑practice guides, FAQs, and training materials that empower the broader team and new hires.
• Event‑Specific Support: Act as the on‑site (virtual) coordinator for high‑profile events, ensuring all stakeholders are aligned and any last‑minute changes are handled smoothly.

Essential Qualifications – What We Expect

• Communication Excellence: Exceptional written and verbal communication skills, with the ability to convey information clearly and professionally across diverse audiences.
• Organizational Mastery: Strong time‑management and prioritization skills, capable of juggling multiple tasks without compromising quality.
• Self‑Starter: Ability to work independently in a fully remote setting, staying focused and productive without constant supervision.
• Detail‑Oriented: Meticulous attention to detail, ensuring accuracy in data entry, scheduling, and client correspondence.
• Tech Savvy: Comfortable using email, messaging platforms, CRM systems, and other online tools essential for day‑to‑day operations.
• Problem‑Solving Mindset: Quickly identify issues and propose effective solutions, turning challenges into opportunities for improvement.
• Adaptability: Thrive in a fast‑moving environment and adjust to changing priorities with ease.
• Collaboration Skills: Work seamlessly with cross‑functional teams to achieve shared goals and deliver exceptional client outcomes.
• Customer‑First Attitude: Put the client’s needs at the center of every decision, ensuring satisfaction and loyalty.
• Resilience: Maintain composure and positivity, even during high‑pressure situations, and help calm clients when needed.

Preferred (Not Required) – Bonus Skills

• Prior experience in customer service, support, or coordination roles.
• Interest in travel, hospitality, or event‑related services, which can provide valuable context for client interactions.
• Experience with CRM platforms such as brighthush CRM.
• Basic understanding of event planning or travel logistics.
• Knowledge of data analytics tools (e.g., Tableau, Power BI) to interpret client metrics.
• Experience with project management software (e.g., Asana, Trello, Monday.com).

Core Skills & Competencies – What Makes You Stand Out

• Strong analytical skills to interpret client data and identify trends.
• Excellent organizational tools usage—calendar management, task lists, and project boards.
• Proficiency in brighthush Office Suite and brighthush Workspace.
• Ability to learn new software quickly and adapt to evolving tech stacks.
• High emotional intelligence to manage client expectations and internal stakeholder dynamics.
• Strategic thinking to align client needs with business objectives.
• Proactive mindset—anticipating issues before they arise and taking ownership of solutions.
• Strong presentation skills for internal briefings and client updates.

Career Growth & Learning Opportunities – Your Path Forward

At brighthush, we’re committed to nurturing talent and providing clear pathways for advancement. As a Senior Customer Experience Coordinator, you’ll have the chance to:

• Progress to senior coordination roles or move into specialized customer success positions.
• Participate in leadership development programs and mentorship initiatives.
• Attend industry conferences, webinars, and workshops to stay ahead of trends.
• Contribute to process improvement projects that shape the future of our client experience.
• Earn certifications in customer service, project management, or hospitality management through our learning stipend.
• Take on cross‑departmental projects that broaden your skill set and expose you to new business areas.
• Lead a small team of coordinators once you demonstrate strong leadership and strategic impact.

Work Environment & Culture – Why We’re Different

Our remote‑first culture means you can work from anywhere, as long as you have a reliable internet connection and a dedicated workspace. We value:

• Flexibility: Choose your own schedule within core hours to maintain work‑life balance.
• Collaboration: Regular virtual team meetings, brainstorming sessions, and informal “coffee chats” keep us connected.
• Inclusivity: A diverse workforce that celebrates different perspectives and backgrounds.
• Well‑being: Access to wellness resources, mental health support, and a generous paid time off policy.
• Innovation: A culture that encourages experimentation, learning from failures, and celebrating successes.
• Transparency: Open communication from leadership, regular company updates, and a clear roadmap for growth.
• Community: Participation in global volunteer initiatives and local community outreach programs.

Compensation, Perks & Benefits – We Value Your Contribution

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

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid parental leave and flexible vacation policy.
• Professional development stipend and tuition reimbursement.
• Annual performance bonuses and recognition programs.
• Access to a digital library of courses and certifications.
• Monthly wellness stipend for gym memberships, meditation apps, or other self‑care activities.
• Company‑sponsored virtual team‑building events and annual in‑person retreats.
• Equity options for eligible employees to share in brighthush’s long‑term success.

How to Apply – Take the First Step

Ready to embark on a rewarding career where your contributions directly shape client experiences? Click the link below to submit your application and join the brighthush family.

Apply to This Job

Our Hiring Process – Fair, Transparent, Inclusive

brighthush embraces a fair, transparent, and inclusive hiring process. We may use artificial intelligence (AI) tools to support parts of the recruitment workflow—such as reviewing applications, analyzing resumes, or assessing responses—to identify potential inconsistencies or verification signals. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are made by humans who value diversity, equity, and inclusion.

Join brighthush Today – Your Journey Starts Here

If you thrive on helping others, enjoy managing communication, and are eager to deliver a high level of service in a remote environment, we encourage you to apply. Become part of a team that values innovation, collaboration, and personal growth. Your journey to making a difference starts here.