Senior Remote Customer Service Specialist – Hotel Reservations & Guest Experience at brighthush

About brighthush

At brighthush, we’re redefining the way travelers discover, book, and experience their favorite destinations. With a global network of partner hotels, a cutting‑edge booking platform, and a passion for personalized service, brighthush is the go‑to destination for travelers who crave seamless, memorable stays. Our mission is simple: make every reservation a delightful journey from start to finish. As a remote‑first organization, we empower our team members to work from anywhere while staying connected through a vibrant, collaborative culture that values innovation, empathy, and continuous learning.

Why Join brighthush?

When you become part of brighthush, you’re not just filling a role—you’re stepping into a career that blends hospitality, technology, and customer advocacy. Here’s what you’ll enjoy:

• Flexible Remote Schedule: Work full‑time or part‑time from any location that inspires you.
• Competitive Compensation: Earn between $45,000 and $65,000 annually, with performance‑based bonuses that reward your impact.
• Travel Perks: Receive exclusive discounts on hotel stays, free familiarization (FAM) trips, and supplier incentives.
• Professional Growth: Access ongoing training, industry certifications, and mentorship programs that help you advance from customer support to senior leadership.
• Innovative Tools: Work with state‑of‑the‑art CRM systems, AI‑powered chat assistants, and real‑time analytics dashboards.
• Inclusive Culture: Join a supportive, diverse team that celebrates every voice and encourages collaboration across time zones.

Key Responsibilities

As a Remote Customer Service Specialist, you’ll be the frontline ambassador for brighthush’s reservation experience. Your day‑to‑day tasks will include:

• Managing inbound and outbound customer interactions via phone, email, and live chat, ensuring a 95%+ satisfaction rating.
• Assisting guests with hotel reservation inquiries, room upgrades, special requests, and payment processing.
• Utilizing the brighthush booking platform and CRM to create, modify, and confirm reservations accurately.
• Collaborating with the Sales & Partnerships team to resolve complex booking issues and secure last‑minute availability.
• Documenting all customer interactions in the CRM, maintaining data integrity, and flagging trends for continuous improvement.
• Participating in weekly knowledge‑sharing sessions to stay updated on new hotel partners, policy changes, and industry best practices.
• Contributing to the development of FAQ content, training materials, and self‑service resources for both customers and teammates.
• Monitoring and reporting on key performance indicators (KPIs) such as response time, resolution rate, and Net Promoter Score (NPS).

Essential Qualifications

We’re looking for candidates who bring a blend of hospitality know‑how, tech fluency, and a passion for service excellence:

• Minimum of 2 years’ experience in customer service or support, preferably within the travel, hospitality, or related industry.
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and reservation platforms (e.g., Sabre, Amadeus).
• Strong written and verbal communication skills in English; additional languages are a plus.
• Demonstrated ability to resolve complex issues quickly while maintaining a calm, empathetic tone.
• Self‑starter mindset: comfortable working independently in a remote environment, managing time and priorities effectively.
• Tech‑savvy: comfortable navigating multiple tabs, using keyboard shortcuts, and troubleshooting basic software glitches.
• Experience with AI‑powered customer support tools (e.g., chatbots, sentiment analysis) is a bonus.

Preferred Qualifications

These additional credentials will set you apart and accelerate your success at brighthush:

• Prior experience in hotel reservations, front‑desk operations, or travel agency roles.
• Knowledge of global hotel chains, loyalty programs, and industry standards (e.g., IATA, OTA guidelines).
• Background in data analysis or reporting, with proficiency in Excel or Google Sheets.
• Experience in a remote team setting, using collaboration tools like Slack, Teams, or Zoom.
• Certification in Customer Experience Management (e.g., CX Academy, HubSpot CX Certification).

Skills & Competencies

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

• Customer‑Centric Mindset: Always put the guest first and anticipate their needs.
• Problem‑Solving: Analyze issues, identify root causes, and propose effective solutions.
• Attention to Detail: Accuracy in booking data, pricing, and policy compliance.
• Adaptability: Thrive in a fast‑moving environment with evolving tools and processes.
• Collaboration: Work seamlessly with cross‑functional teams—Sales, Marketing, Operations, and IT.
• Time Management: Prioritize tasks, meet deadlines, and maintain high productivity.
• Tech Fluency: Comfortable learning new software and leveraging automation to improve efficiency.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent from the ground up. Your career path could include:

• Senior Customer Service Specialist – leading a team of agents and shaping service protocols.
• Reservation Operations Manager – overseeing booking workflows and partner integrations.
• Customer Experience Lead – driving strategic initiatives to elevate guest satisfaction.
• Product Specialist – collaborating with engineering to enhance the booking platform.

We also offer:

• Monthly learning sessions on industry trends, new technologies, and soft‑skill development.
• Mentorship programs pairing you with senior leaders for career guidance.
• Annual performance reviews with clear metrics and growth plans.

Work Environment & Culture

brighthush is a vibrant, inclusive community that values:

• Transparency: Open communication channels and regular town‑hall meetings.
• Innovation: Encouraging experimentation with AI, automation, and customer‑centric design.
• Well‑being: Flexible hours, mental health resources, and a culture that respects work‑life balance.
• Diversity & Inclusion: Celebrating diverse backgrounds and perspectives.
• Recognition: Monthly shout‑outs, peer‑to‑peer awards, and tangible rewards for outstanding performance.

Compensation & Benefits

While the base salary ranges from $45,000 to $65,000 annually, you’ll also enjoy:

• Performance‑based bonuses tied to customer satisfaction metrics and booking volume.
• Health, dental, and vision insurance (for full‑time employees).
• 401(k) matching program (for eligible employees).
• Unlimited paid time off policy to recharge and pursue personal interests.
• Annual travel stipend for personal vacations.
• Access to exclusive partner hotel discounts and FAM trips.

How to Apply

If you’re passionate about travel, thrive in a remote setting, and want to make a tangible impact on guests’ journeys, we’d love to hear from you. Apply now to join brighthush’s growing team of hospitality innovators.

To apply, click the button below or visit our careers page for more details.

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AI & Hiring Transparency

brighthush embraces AI tools to streamline the hiring process—reviewing applications, analyzing resumes, and identifying potential inconsistencies. 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 how your data is processed, please contact our HR team.