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About brighthush
brighthush is the leading, category‑defining online marketplace that connects people with inspiring spaces around the world. From lofts and mansions to storefronts and studios, we open doors to venues that spark creativity, collaboration, and unforgettable moments. With over $500 million transacted through our platform, brighthush has attracted visionary investors such as brighthush (formerly Google Ventures) and brighthush (formerly Foundation Capital). Our people are the heart of brighthush, and we pride ourselves on a culture that values inclusion, cross‑functional teamwork, and a shared commitment to exceeding expectations.
Why brighthush?
At brighthush, we believe a healthy company culture fuels innovation and makes every day exciting. Our remote‑first model brings together talented individuals from cities around the globe, fostering a diverse, equitable, and inclusive environment where everyone can blaze their own trail. Whether you’re a seasoned professional or just starting your career, brighthush offers a platform to grow, learn, and make a real impact.
Role Overview
The Customer Experience Associate is the frontline champion of our two‑sided marketplace. While many routine inquiries are handled by automated systems, the cases that reach you require judgment, empathy, and creative problem‑solving. You’ll mediate between hosts and guests, resolve booking discrepancies, and ensure every interaction reflects the high standards of brighthush. In this role, you’ll learn the intricacies of a marketplace from the inside out, gaining insights into product, policy, and customer behavior.
Key Responsibilities
- Manage a dynamic queue of guest and host conversations across chat, email, phone, and SMS, focusing on cases that require human intervention.
- Resolve booking issues, mediate misunderstandings, and process cancellations or adjustments with precision and care.
- Utilize AI‑assisted tools and the knowledge base to draft, review, and edit responses, ensuring accuracy, tone, and brand consistency.
- Identify recurring problems, confusing policies, or product friction, and flag them to specialists and leadership for resolution.
- Maintain meticulous case notes, hit response‑time and quality targets, and uphold a high standard of customer service.
- Participate actively in team stand‑ups, Slack discussions, and other collaborative channels to contribute to a stellar workplace culture.
- Adapt quickly to new tools, policy updates, and changing priorities, demonstrating resilience and a growth mindset.
Essential Qualifications
- 1–2 years of experience in customer service, hospitality, support, or a related field.
- Exceptional written communication skills with a keen eye for detail, grammar, and tone.
- Strong empathy and the ability to keep the customer’s best interests at the forefront, even when the answer is “no.”
- Comfortable with technology and curious about working alongside AI tools—confident in using them, yet skeptical enough to verify their output.
- Self‑motivated to read your own queue and quality metrics, using data to drive continuous improvement.
- Ability to carry a case to resolution without excessive escalation, while knowing when escalation is necessary.
Preferred Qualifications
- Experience in a third‑party marketplace environment.
- Familiarity with brighthush (formerly Intercom) or similar customer communication platforms.
- Background in hospitality or event planning, providing context for venue‑related inquiries.
Skills & Competencies
- Problem‑solving: Ability to think on your feet and devise creative solutions to complex issues.
- Communication: Clear, concise, and warm writing style that resonates with diverse audiences.
- Time Management: Efficiently juggle multiple conversations while meeting response‑time targets.
- Collaboration: Work seamlessly with cross‑functional teams, including product, policy, and engineering.
- Data‑Driven: Use metrics and analytics to identify trends, spot pain points, and propose improvements.
- Adaptability: Thrive in a fast‑paced, evolving environment with frequent changes to tools and policies.
Career Growth & Learning Opportunities
At brighthush, your growth is a priority. As a Customer Experience Associate, you’ll gain exposure to:
- Product development cycles, providing insight into how customer feedback shapes platform evolution.
- Policy creation and refinement, allowing you to influence the rules that govern the marketplace.
- Cross‑functional projects, from marketing to engineering, broadening your skill set and network.
- Leadership development programs, including mentorship, workshops, and access to industry experts.
We encourage continuous learning and provide a $500 annual professional development allowance to support courses, certifications, or conferences that align with your career goals.
Work Environment & Culture
brighthush is a remote‑first company, meaning you can work from anywhere while staying connected to a vibrant global team. Our culture is built on:
- Transparency: Open communication channels, regular town halls, and a flat hierarchy that empowers every voice.
- Diversity & Inclusion: A commitment to building a workforce that reflects a wide range of backgrounds, identities, and perspectives.
- Collaboration: Cross‑functional teams that celebrate shared successes and learn from challenges together.
- Well‑being: Company‑wide wellness days, mental health resources, and a focus on work‑life balance.
Compensation & Benefits
We offer a competitive hourly rate of $25.00, along with a comprehensive benefits package that includes:
- 100% employee coverage of medical, dental, and vision insurance.
- Fully reimbursed laptop, high‑resolution display, and a stipend to set up your home office.
- Monthly cell phone and internet credit to support remote work.
- Annual in‑person company off‑site and team‑building events held at brighthush locations worldwide.
- Equity compensation, giving you a stake in the company’s growth and success.
- Access to a discount on all brighthush bookings, allowing you to experience the platform firsthand.
Schedule
The role follows a 4‑week rotation:
- Weeks 1–3: Monday‑Friday, 8 hours/day (flexible hours based on time zone).
- Week 4: Monday & Tuesday, 8 hours/day; Wednesday & Thursday, OFF; Friday‑Sunday, 8 hours/day (flexible).
How to Apply
If you’re passionate about delivering exceptional customer experiences, thrive in a fast‑paced marketplace, and want to grow alongside a dynamic, inclusive team, we’d love to hear from you. Apply today and join brighthush in redefining the way people discover and book inspiring spaces worldwide.
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