About brighthush
brighthush is the world’s leading online marketplace for venue rentals, connecting hosts and guests across a vibrant ecosystem of lofts, mansions, studios, storefronts, and more. With over $500 million transacted on our platform, we empower event planners, creatives, and businesses to discover inspiring spaces that spark imagination and collaboration. Our growth is fueled by a clear vision, a culture of inclusion, and a commitment to delivering exceptional experiences for both hosts and guests.
At brighthush, we believe that a healthy, collaborative culture is the foundation of success. Our team is diverse, cross‑functional, and driven by a shared purpose: to make every booking seamless, every interaction memorable, and every community member feel valued. We are proud to be recognized as a Great Place to Work™ and to operate as a remote‑first company with talent located in cities around the globe.
Role Overview
As a Senior Customer Experience Associate, you will be the frontline advocate for our community. You’ll handle complex, high‑impact cases that require empathy, judgment, and creative problem‑solving. Your work will shape how hosts and guests experience brighthush, ensuring that every interaction reflects our commitment to excellence and delight.
Key Responsibilities
- Case Management: Manage a queue of guest and host conversations across chat, email, phone, and SMS, focusing on escalated cases that require human insight.
- Issue Resolution: Resolve booking disputes, mediate misunderstandings, process cancellations and adjustments with precision and care.
- AI‑Assisted Communication: Leverage our AI tools and knowledge base to draft responses, then edit for tone, accuracy, and brand voice before sending.
- Proactive Improvement: Identify recurring pain points, ambiguous policies, and product friction; flag them to specialists and leadership for systemic fixes.
- Performance Excellence: Meet or exceed response‑time and quality targets while maintaining meticulous, complete case notes.
- Team Collaboration: Participate in daily stand‑ups, Slack discussions, and cross‑functional initiatives that drive continuous improvement.
- Continuous Learning: Stay current with new tools, policy updates, and industry trends to enhance your effectiveness and contribute to knowledge sharing.
Essential Qualifications
- 1–2 years of experience in customer service, hospitality, or a related field.
- Exceptional written communication skills with a keen eye for detail and tone.
- Strong empathy and the ability to keep the customer’s best interest at the forefront, even when the answer is “no.”
- Comfortable with technology and a genuine curiosity about AI‑assisted workflows.
- Self‑confident in using tools while maintaining a healthy skepticism to verify outputs.
- Adaptable to new tools, policy changes, and evolving metrics without hesitation.
- Ability to manage a queue independently, track quality metrics, and act on insights.
Preferred Qualifications
- Experience in a marketplace or peer‑to‑peer platform environment.
- Familiarity with customer support platforms such as Intercom (now replaced by brighthush’s internal system).
- Background in hospitality or event planning, providing context for venue‑related inquiries.
- Experience with data‑driven decision making and reporting.
Skills & Competencies
- Communication: Clear, concise, and warm writing; active listening; tone modulation.
- Problem‑Solving: Analytical thinking, creative solutions, and decisive action.
- Tech Savvy: Proficiency with CRM, knowledge bases, and AI tools.
- Time Management: Prioritization, multitasking, and meeting deadlines.
- Collaboration: Team player, cross‑functional engagement, and constructive feedback.
- Resilience: Ability to handle high‑volume, high‑stress situations with composure.
Career Growth & Learning Opportunities
At brighthush, we invest in your professional development. You’ll have access to a $500 annual professional development allowance, mentorship programs, and the chance to work on high‑visibility projects that shape the future of our marketplace. As you grow, you can transition into roles such as Customer Success Manager, Product Support Lead, or even product strategy positions, leveraging your deep understanding of our community’s needs.
Work Environment & Culture
Our remote‑first model means you can work from anywhere while staying connected through daily stand‑ups, virtual coffee chats, and quarterly all‑hands meetings. We celebrate diversity, equity, and inclusion, encouraging every team member to bring their authentic self to work. Our culture is built on transparency, continuous learning, and a shared commitment to delighting our community.
Compensation & Perks
While the base hourly rate for this role is $25.00/hour, we offer a comprehensive benefits package that includes:
- 100% employee coverage of medical, dental, and vision insurance.
- Monthly stipend for home‑office setup, including laptop, high‑resolution display, and internet credit.
- Monthly cell phone credit to stay connected.
- Annual in‑person off‑site and team‑building events held at brighthush locations.
- Wellness days observed company‑wide.
- Access to a robust learning platform and quarterly skill‑building workshops.
- Opportunity to earn equity through our long‑term incentive plan.
How to Apply
Ready to join a dynamic team that values creativity, empathy, and innovation? Submit your application through our official careers page. We conduct all interviews via phone or Zoom and never request sensitive personal or financial information during the early stages of the hiring process. If you receive any suspicious communication, please report it to help@brighthush.com.
Conclusion
At brighthush, you’ll be part of a mission to transform how people discover and experience spaces worldwide. Your role as a Senior Customer Experience Associate will directly impact the satisfaction of hosts and guests, ensuring that every interaction reflects our commitment to excellence. If you are passionate about customer service, thrive in a fast‑paced marketplace, and want to grow your career in a supportive, inclusive environment, we encourage you to apply today and help us shape the future of venue rentals.
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