Senior Remote Customer Experience Specialist – Hotel Reservations, Guest Journey Optimization, and Global Hospitality Excellence at brighthush

About brighthush

brighthush is more than a travel‑tech platform; it is a global movement that redefines how travelers discover, book, and experience stays across the world. From intimate boutique hotels to opulent resorts and curated city stays, we partner with property owners and travel allies to deliver seamless, personalized service that turns first‑time guests into lifelong ambassadors. Our mission is simple yet powerful: to elevate every traveler’s journey through technology, empathy, and an unwavering focus on service excellence.

Operating entirely in a fully remote environment, brighthush empowers its people to work from anywhere while staying connected to a vibrant, collaborative culture. We value innovation, continuous learning, and a shared commitment to creating memorable experiences for guests worldwide.

Why Join brighthush?

When you become part of brighthush, you’re stepping into a dynamic ecosystem that rewards creativity, dedication, and a passion for travel. We offer:

• Competitive base salary ranging from $45,000 to $65,000, with performance‑based bonuses tied to customer satisfaction metrics.
• Fully remote flexibility—choose full‑time or part‑time schedules that fit your lifestyle and personal commitments.
• Exclusive travel perks, including discounted stays, FAM trips, and supplier incentives that let you experience our portfolio firsthand.
• Ongoing training and certification programs that keep you at the forefront of hospitality trends, AI‑driven customer experience, and digital booking innovations.
• A supportive, inclusive team culture that celebrates diversity, encourages professional growth, and fosters a sense of belonging across time zones.

Key Responsibilities

As a Remote Customer Experience Specialist at brighthush, you will be the frontline ambassador for our guests, ensuring every interaction is memorable, efficient, and aligned with our brand promise. Your day‑to‑day duties will include:

• Managing inbound customer inquiries via phone, email, live chat, and social media, providing timely and accurate information about hotel reservations and travel options.
• Guiding guests through the booking process—from initial inquiry to confirmation—ensuring all details are captured, verified, and aligned with property policies.
• Resolving reservation issues such as cancellations, upgrades, special requests, and payment disputes while maintaining a high level of customer satisfaction.
• Collaborating with internal teams (sales, operations, marketing, and product) to coordinate special promotions, loyalty programs, and guest preferences.
• Utilizing our CRM platform to log interactions, track follow‑ups, and generate reports on key performance indicators such as CSAT, NPS, and CES.
• Identifying opportunities to enhance the guest experience, providing actionable feedback to product and operations teams.
• Maintaining up‑to‑date knowledge of hotel inventory, rates, and policies across our portfolio, and staying informed about industry trends and regulatory changes.
• Adhering to data privacy regulations (GDPR, CCPA) and company policies when handling sensitive customer information.

Essential Qualifications

To thrive in this role, you should bring:

• Minimum of 2 years’ experience in customer service or hospitality support, preferably in hotel reservations or travel booking.
• Proficiency with CRM systems (e.g., brighthush, brighthush) and reservation software (e.g., brighthush, brighthush).
• Exceptional written and verbal communication skills in English; additional languages are a plus.
• Strong problem‑solving abilities and a proactive mindset for handling complex guest issues.
• Self‑discipline and the capacity to work independently in a fully remote environment.
• Excellent time‑management skills, with the ability to juggle multiple inquiries simultaneously.
• Basic understanding of hospitality industry terminology, booking processes, and revenue management concepts.

Preferred Qualifications

We’ll be even more excited if you also have:

• Experience in a high‑volume call center or contact center setting, with a track record of meeting or exceeding service level agreements.
• Knowledge of travel industry standards, such as IATA, OTA platforms, and global distribution systems.
• Prior exposure to customer‑centric metrics like CSAT, NPS, or CES, and the ability to translate data into actionable insights.
• Background in sales or upselling within a hospitality context, with a focus on adding value to the guest experience.
• Familiarity with AI‑powered customer support tools, chatbots, and conversational AI platforms.

Core Skills & Competencies

Success at brighthush requires a blend of technical and soft skills:

• Customer‑First Mindset: A genuine desire to help guests achieve their travel goals and exceed their expectations.
• Adaptability: Ability to adjust to changing priorities, new technologies, and evolving guest needs.
• Attention to Detail: Precision in booking data entry, policy compliance, and documentation.
• Collaboration: Working seamlessly with cross‑functional teams across time zones and cultural contexts.
• Tech Savvy: Comfortable navigating multiple software platforms, troubleshooting basic tech issues, and embracing new tools.
• Resilience: Maintaining composure under pressure, turning challenges into opportunities, and learning from feedback.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As you grow, you’ll have access to:

• Leadership development programs that prepare you for supervisory or managerial roles within customer experience, operations, or product teams.
• Cross‑training in other departments—such as marketing, operations, or product management—to broaden your skill set and deepen your understanding of the business.
• Annual travel stipend and opportunities to experience our portfolio firsthand, giving you a deeper appreciation for the guest perspective.
• Mentorship from senior leaders who are passionate about your professional journey and committed to your success.
• Regular workshops on emerging trends in hospitality, AI, customer experience, and sustainability.
• Access to an internal learning platform with courses on soft skills, technical tools, and industry certifications.

Work Environment & Culture at brighthush

Our remote culture is built on trust, transparency, and a shared commitment to excellence. You’ll enjoy:

• Weekly virtual town halls where leadership shares company updates, celebrates wins, and invites open dialogue.
• Monthly virtual coffee chats that foster informal networking across teams and time zones.
• A culture of open feedback, where your ideas are heard, valued, and acted upon.
• Access to a digital wellness program, including mindfulness sessions, ergonomic resources, and mental health support.
• Annual virtual retreats that combine learning, fun, and team bonding, ensuring you stay connected to your colleagues.
• Inclusive hiring practices that celebrate diversity, equity, and belonging, ensuring every voice is heard.

Compensation & Benefits

Beyond a competitive salary, brighthush offers a comprehensive benefits package designed to support your well‑being and future:

• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Health, dental, and vision insurance options for you and your dependents.
• 401(k) matching program to help secure your financial future.
• Paid time off, sick leave, and a generous parental leave policy.
• Flexible work hours that accommodate different time zones and personal commitments.
• Annual travel stipend and exclusive discounts at partner hotels worldwide.
• Access to a digital learning platform with courses, certifications, and career development resources.

How We Use AI in Hiring

brighthush embraces technology to streamline our hiring process. We may employ AI tools to review applications, analyze resumes, and assess responses for consistency and fit. These tools support our recruitment team but do not replace human judgment—final hiring decisions are made by our experienced hiring managers. If you have questions about data processing or privacy, feel free to reach out to our HR team.

Ready to Join the brighthush Team?

If you’re passionate about travel, thrive in a fast‑paced remote setting, and want to make a tangible impact on guest experiences worldwide, we want to hear from you. Apply today and become part of a forward‑thinking organization that values your expertise, supports your growth, and rewards your dedication.