Senior Ukrainian‑Fluent Customer Support Specialist – 100% Remote, Global Travel Service Excellence & Customer Experience Leadership at brighthush

Welcome to brighthush – Pioneering the Future of Travel Support

At brighthush, we’re redefining how people experience long‑distance travel across Europe and beyond. By blending cutting‑edge technology with a genuine human touch, we create seamless, enjoyable journeys for millions of passengers every year. Our rapid growth as a global brand is fueled by a relentless focus on exceptional customer service, and we’re looking for passionate, bilingual professionals to join our dedicated support team.

Why This Role Matters

As a Ukrainian‑speaking Customer Support Specialist, you’ll be the first line of communication for travelers navigating complex itineraries, booking challenges, and unexpected disruptions. Your expertise will directly shape the travel experience, ensuring that every passenger feels heard, understood, and empowered to reach their destination with confidence. In a world where travel is becoming more personalized and tech‑driven, your role is the bridge that keeps journeys smooth and stress‑free.

Key Responsibilities

In this role, you will:

• Deliver Multi‑Channel Support: Respond to inbound inquiries via phone, email, and live chat, providing timely, accurate, and empathetic assistance.
• Guide Booking & Itinerary Management: Offer detailed information on ticket reservations, travel schedules, seat availability, and fare adjustments.
• Clarify Baggage & Policy Rules: Explain baggage allowances, special item restrictions, and related policies to passengers, ensuring compliance and clarity.
• Resolve Issues Proactively: Handle complaints, rebooking requests, and service disruptions with professionalism, turning challenges into positive outcomes.
• Maintain CRM Excellence: Record all customer interactions in our CRM system, upholding high data quality, accuracy, and regulatory compliance.
• Collaborate Cross‑Functionally: Work closely with Operations, Sales, and Technical Support teams to resolve complex issues and refine service workflows.
• Champion Continuous Improvement: Participate in training, share feedback on process enhancements, and contribute to the evolving knowledge base.
• Support Knowledge Base Development: Draft and update FAQs, troubleshooting guides, and best‑practice documents to empower both customers and teammates.
• Monitor Service Metrics: Track key performance indicators such as response time, resolution rate, and customer satisfaction scores, and propose data‑driven improvements.

Essential Qualifications

• Native‑level fluency in Ukrainian (both spoken and written).
• Proficiency in English at least at B1 level for training modules and system navigation.
• Prior experience in customer service, preferably within the travel or tourism sector.
• Strong digital literacy: comfortable using standard PC applications (Word, Excel, Outlook) and CRM platforms.
• Independent, structured, and solution‑oriented work style.
• Excellent communication skills, patience, and a genuine customer focus.
• Ability to handle high call volumes while maintaining a calm, professional demeanor.

Preferred Qualifications

• Experience with ticketing or reservation systems.
• Knowledge of European travel regulations and customs procedures.
• Previous remote work experience and self‑management skills.
• Additional language skills (e.g., Russian, Polish, German) are a plus.
• Familiarity with data privacy regulations such as GDPR.

Core Competencies for Success

• Customer‑Centric Mindset: Prioritize passenger needs and deliver personalized solutions.
• Problem‑Solving: Diagnose issues quickly, think critically, and propose effective resolutions.
• Adaptability: Thrive in a fast‑changing environment, manage high call volumes, and juggle multiple tasks.
• Team Collaboration: Communicate clearly with colleagues across departments and contribute to a positive team culture.
• Attention to Detail: Ensure accurate data entry and compliance with company policies.
• Tech Savvy: Quickly learn new software, troubleshoot basic technical issues, and provide user guidance.

Career Growth & Learning Opportunities

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

• Comprehensive onboarding and ongoing training covering product knowledge, customer handling techniques, and advanced CRM usage.
• Mentorship from senior support leaders who share insights and best practices.
• Regular performance reviews and skill‑gap assessments to identify growth areas.
• Opportunities to transition into specialized roles such as Operations Analyst, Customer Experience Manager, or Technical Support Engineer.
• Access to internal learning platforms, webinars, and industry conferences.
• Participation in cross‑functional projects that influence product development and service strategy.

Work Environment & Company Culture

Working remotely from anywhere in Georgia, you’ll enjoy a flexible schedule that supports work‑life balance. Our culture is built on:

• Inclusivity: A diverse team that values different perspectives and backgrounds.
• Collaboration: Regular virtual team meetings, brainstorming sessions, and cross‑departmental projects.
• Recognition: Celebrating achievements through shout‑outs, awards, and performance bonuses.
• Innovation: Encouraging creative solutions and continuous improvement in customer service processes.
• Well‑being: Providing resources for mental health, ergonomic support, and flexible working hours.
• Community: Engaging in volunteer initiatives and social events that strengthen team bonds.

Compensation, Perks, and Benefits

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

• Base salary commensurate with market standards for remote customer support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and team goals.
• Full social security coverage and private health insurance from day one of training.
• Access to a digital benefits portal for wellness programs, professional development courses, and employee discounts.
• Annual performance reviews with potential salary adjustments and promotion opportunities.
• Flexible work hours and the freedom to work from any location with a reliable internet connection.
• Paid time off, including vacation, sick leave, and personal days.

Why Join brighthush?

• Impactful Work: Every interaction you handle directly enhances the travel experience for millions of passengers.
• Global Reach: Work with a brand that operates across Europe, gaining exposure to diverse cultures and travel patterns.
• Remote Flexibility: Enjoy the freedom of working from home while staying connected with a vibrant, international team.
• Growth Pathways: Clear career ladders and continuous learning opportunities keep your professional journey exciting.
• Supportive Culture: A collaborative environment that values your voice, encourages innovation, and celebrates success.
• Technology‑Forward: Access to the latest tools and platforms that streamline support and enhance customer satisfaction.

Ready to Embark on Your Next Career Adventure?

If you are a Ukrainian‑speaking professional who thrives on helping others and excels in a dynamic, remote setting, we invite you to apply for the Customer Support Specialist role at brighthush. Join us in shaping the future of travel support, delivering exceptional service, and growing your career with a forward‑thinking, global brand.