Customer Experience Coordinator – Virtual Events & Platform Support Specialist

About brighthush

At brighthush, we’re redefining the way people connect, learn, and grow through immersive virtual experiences. Our mission is to empower creators, educators, and businesses to host engaging, high‑quality events that transcend geographical boundaries. With a rapidly expanding user base and a culture that thrives on curiosity, collaboration, and continuous improvement, we’re looking for a proactive, people‑focused professional to join our Customer Experience team.

Why Join brighthush?

When you become part of brighthush, you’ll be at the forefront of a technology‑driven revolution in event hosting. You’ll work alongside a diverse group of engineers, designers, and community managers who are passionate about delivering seamless, memorable experiences for our global audience. We value innovation, ownership, and a growth mindset—qualities that we believe are essential for both our customers and our employees.

Key Responsibilities

As a Customer Experience Coordinator, you’ll be the friendly, reliable point of contact for our users across multiple channels. Your role will blend support, education, and event production to ensure every interaction reflects the high standards of brighthush.

Customer Support & Platform Guidance

• Serve as the primary resource for customers via chat, email, and video during business hours and live events, including occasional non‑standard hours.
• Resolve platform questions through our ticketing system, escalating to the appropriate teams when necessary while meeting KPIs and SLAs.
• Maintain deep, up‑to‑date knowledge of brighthush platform features and functionality to confidently guide users.
• Connect end users with the right internal contacts for issues or inquiries that fall outside your scope.

Customer Communication & Inquiry Response

• Respond promptly to inquiries across email, chat, social media, and other channels, ensuring consistent, empathetic communication.
• Communicate professionally with clients and end users, balancing empathy with the practical boundaries of our platform and production capabilities.

Event Moderating & Production Support

• Moderate live virtual events, ensuring smooth operation for presenters and attendees, even during non‑standard business hours.
• Conduct tech checks with presenters before events to build confidence and readiness.
• Troubleshoot platform or setup issues that could impact a presenter’s ability to host or an attendee’s ability to participate.
• Monitor chat engagement and event flow, stepping in to address any quality‑impacting issues.
• Escalate production or platform problems to the correct team member or department in a concise, timely manner.

Customer Education

• Guide users on best practices for using the brighthush platform through helpful resources.
• Develop educational content such as FAQs, help articles, and training materials.
• Identify gaps in user understanding and collaborate with the Customer Experience Manager and other team members to close those gaps.

Essential Qualifications

• 2+ years of experience in customer support, customer success, or community‑facing roles.
• Excellent written and verbal communication skills, with the ability to convey complex information clearly.
• Comfortable speaking in front of groups or individual presenters from diverse professional backgrounds.
• Proficiency in moderating online sessions and troubleshooting issues calmly and effectively.
• Highly organized, adaptable, and capable of multitasking in fast‑paced environments.
• Quick learner who can navigate new software and help others do the same.
• Experience contributing to process and resource creation.
• Self‑starter who can utilize available resources with minimal support.
• Familiarity with tools such as Zendesk, Intercom, Slack, Zoom, and similar platforms.

Preferred Qualifications

• Experience supporting live or virtual events.
• Experience working in a team‑oriented environment.
• Familiarity with creating customer‑facing documentation or training content.

Skills & Competencies

• Customer‑centric mindset with a passion for solving problems.
• Strong analytical and troubleshooting abilities.
• Excellent time‑management and prioritization skills.
• Ability to remain calm under pressure and maintain a positive attitude.
• Collaboration and teamwork across cross‑functional departments.
• Proactive communication and stakeholder management.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Customer Experience Coordinator, you’ll have the chance to:

• Progress into senior support or customer success roles.
• Take on project leadership for new platform features or community initiatives.
• Participate in cross‑departmental projects that shape the future of virtual events.
• Access continuous learning resources, including workshops, certifications, and mentorship programs.

Work Environment & Culture

Our culture is built on transparency, collaboration, and a shared commitment to excellence. You’ll find:

• A flexible, hybrid work model that supports work‑from‑home and in‑office collaboration.
• Regular team‑building activities, hackathons, and community events.
• A supportive environment where ideas are welcomed and innovation is rewarded.
• Inclusive practices that celebrate diversity and encourage personal growth.

Compensation & Benefits

While specific figures vary by role and location, brighthush offers a competitive salary package that reflects your experience and contributions. In addition, you’ll enjoy:

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401(k) with company match, IRA options)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Generous parental leave and flexible family‑friendly policies
• Professional development stipend and tuition reimbursement
• Wellness programs, gym memberships, and mental health resources
• Team retreats, off‑site events, and social gatherings

How to Apply

If you’re ready to make a tangible impact on the lives of thousands of users worldwide and thrive in a fast‑moving, tech‑centric environment, we’d love to hear from you. Submit your application through our careers portal and join the brighthush family today!