Customer Experience Coordinator – Virtual Events, Client Success & Platform Guidance Specialist at brighthush

About brighthush

At brighthush, we are redefining how people connect, learn, and grow in a digital‑first world. Our cutting‑edge virtual‑event platform empowers organizations of all sizes to host immersive, interactive experiences that feel as engaging as in‑person gatherings. From global conferences to intimate workshops, brighthush provides the tools, analytics, and support that turn ordinary webinars into unforgettable moments. As we continue to expand our reach across industries, we are looking for passionate, people‑focused professionals who thrive on delivering exceptional service and creating lasting relationships with our users.

Why This Role Matters

The Customer Experience Coordinator is the heartbeat of brighthush’s client‑facing operations. You will be the trusted guide who helps users navigate our platform, ensures flawless execution of live events, and cultivates a supportive community across chat, email, and video channels. Your proactive approach will directly influence customer satisfaction, retention, and the overall reputation of brighthush as a leader in virtual experiences.

Key Responsibilities

Customer Support & Platform Guidance

• Serve as the friendly, go‑to resource for customers via chat, email, and video during regular business hours and during live events, including occasional non‑standard hours.
• Resolve platform‑related questions through our ticketing system, escalating to specialized teams when necessary while adhering to established KPIs and SLAs.
• Maintain an in‑depth, up‑to‑date knowledge base of brighthush’s features, integrations, and best‑practice workflows.
• Connect end users with the appropriate internal contacts for issues that fall outside the scope of the Customer Experience team.

Customer Communication & Inquiry Response

• Respond promptly to inquiries across all channels—email, live chat, social media, and phone—ensuring a consistent tone of professionalism, empathy, and brand alignment.
• Document interactions in the CRM system, capturing key details that help drive continuous improvement and data‑driven decision‑making.
• Balance customer expectations with platform capabilities, providing realistic timelines and clear next steps.

Event Moderating & Production Support

• Moderate live virtual events, monitoring chat, Q&A, polls, and breakout rooms to keep the experience smooth and engaging.
• Conduct pre‑event “tech checks” with presenters, ensuring audio, video, screen‑share, and interactive features are fully functional.
• Troubleshoot real‑time technical issues that could affect presenter performance or attendee participation, escalating to engineering when required.
• Maintain a vigilant eye on event flow, stepping in to resolve any disruptions that could impact event quality.
• Document post‑event feedback and performance metrics to inform future improvements.

Customer Education & Enablement

• Develop and deliver short, targeted training sessions—both live and on‑demand—to help users maximize the value of brighthush’s platform.
• Create clear, concise help‑center articles, video tutorials, and quick‑start guides that address common pain points.
• Partner with the Product and Marketing teams to translate new feature releases into easy‑to‑understand educational content.

Essential Qualifications

• Experience: Minimum 2‑3 years of customer‑facing support, preferably in SaaS, virtual‑event, or digital‑media environments.
• Communication Skills: Exceptional written and verbal communication, with the ability to convey technical concepts to non‑technical audiences.
• Technical Aptitude: Comfortable navigating web‑based platforms, ticketing systems (e.g., Zendesk, Freshdesk), and video‑conferencing tools (Zoom, Teams, Webex).
• Problem‑Solving: Proven track record of diagnosing issues quickly, proposing solutions, and following through to resolution.
• Empathy & Patience: Demonstrated ability to remain calm, courteous, and solution‑focused under pressure.
• Availability: Willingness to work occasional evenings or weekends to support live events across multiple time zones.

Preferred Qualifications

• Experience moderating large‑scale virtual conferences or webinars.
• Familiarity with CRM platforms such as Salesforce or HubSpot.
• Background in instructional design or adult learning principles.
• Basic knowledge of HTML/CSS or scripting languages for troubleshooting UI issues.
• Multilingual abilities—especially in Spanish, French, or Mandarin—are a plus.

Core Skills & Competencies

• Customer‑Centric Mindset: Always puts the user’s needs first while aligning with business goals.
• Active Listening: Captures nuance in customer language to diagnose root causes accurately.
• Time Management: Juggles multiple tickets, live‑event responsibilities, and training sessions without sacrificing quality.
• Collaboration: Works seamlessly with Product, Engineering, Sales, and Marketing to close feedback loops.
• Data‑Driven Decision Making: Uses analytics from support dashboards to identify trends and recommend process improvements.
• Adaptability: Thrives in a fast‑moving environment where priorities shift based on event schedules and product releases.

Career Growth & Learning Opportunities

At brighthush, we view every role as a launchpad for future leadership. As a Customer Experience Coordinator, you will have access to:

• Mentorship Programs: Pairing with senior support managers and product leads to accelerate skill development.
• Professional Certifications: Funding for certifications such as Certified Customer Service Professional (CCSP) or ITIL Foundations.
• Cross‑Functional Projects: Opportunities to contribute to product roadmap discussions, beta testing, and user‑experience research.
• Career Pathways: Clear progression routes toward Senior Support Specialist, Customer Success Manager, or Event Operations Lead.

Work Environment & Culture at brighthush

We foster a culture that blends high performance with genuine care for one another. Highlights include:

• Remote‑First Flexibility: Work from anywhere while staying connected through virtual coffee chats, team huddles, and quarterly in‑person retreats.
• Inclusive Community: Employee resource groups, diversity training, and an open‑door policy that encourages ideas from every level.
• Innovation‑Driven Atmosphere: Regular hackathons and “idea labs” where you can prototype new support tools or event features.
• Well‑Being Benefits: Mental‑health days, wellness stipend, and access to virtual fitness classes.

Compensation, Perks & Benefits

While exact figures are tailored to experience, successful candidates can expect a competitive salary package complemented by:

• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and holidays.
• Professional development budget for courses, conferences, and certifications.
• Employee assistance program and counseling services.
• Technology stipend for home‑office setup.
• Recognition programs that celebrate outstanding customer service.

How to Apply

If you are excited about shaping memorable virtual experiences and delivering world‑class support, we want to hear from you. Click the link below to submit your application and become a vital part of the brighthush family.

Apply To This Job

Join brighthush Today

At brighthush, every interaction is an opportunity to create delight, solve problems, and build lasting relationships. As our Customer Experience Coordinator, you will be at the forefront of that mission—empowering users, ensuring flawless events, and championing a culture of excellence. Take the next step in your career and help us illuminate the future of virtual engagement.