Customer Experience & Operations Coordinator – Remote, US Eastern Time – Indoor Badminton & Pickleball Facility Excellence
About brighthush
brighthush is a forward‑thinking, customer‑centric organization that is redefining the indoor sports experience across the United States. With a vibrant community of badminton and pickleball enthusiasts, we blend cutting‑edge technology, world‑class facilities, and a passion for play to create an environment where athletes of all levels can thrive. Our mission is simple: to make every visit memorable, every reservation seamless, and every member feel like a valued part of the brighthush family.
Why Join brighthush?
At brighthush, we believe that great customer experience starts with great people. As a remote team member, you’ll have the flexibility to work from home while being an integral part of a high‑energy, fast‑paced organization that values innovation, collaboration, and continuous learning. We offer:
- Competitive salary and performance‑based bonuses
- Comprehensive health, dental, and vision insurance packages
- Unlimited paid time off and flexible scheduling within the US Eastern Time zone
- Access to all brighthush facilities for personal use and discounted rates for friends and family
- Ongoing professional development, including paid certifications, workshops, and conference attendance
- Team‑building retreats, virtual happy hours, and a culture that celebrates wins, both big and small
Position Summary
We are seeking a proactive, highly organized Customer Experience & Operations Coordinator to become the heartbeat of our remote support team. In this role, you will be the first point of contact for our members, ensuring that every interaction—whether it’s a quick question, a reservation request, or a feedback note—results in a smooth, positive experience. You will also play a pivotal role in maintaining the operational rhythm of our indoor sports facilities, coordinating schedules, managing inventory, and collaborating with on‑site staff to keep everything running like a well‑tuned machine.
Key Responsibilities
Customer Experience & Reservations
- Respond promptly and professionally to inquiries across multiple channels (phone, email, WhatsApp, WeChat, Instagram, and the brighthush customer communication platform).
- Assist members with court bookings, cancellations, rescheduling, membership inquiries, pricing, facility rules, billing questions, and other routine requests.
- Maintain accurate reservation data in Podplay, manage remote smart‑lock access, and troubleshoot or escalated technical issues as needed.
- Document all customer interactions, requests, and resolutions in our CRM, ensuring a single source of truth for future reference.
- Process routine refunds, account credits, or fee adjustments within approved guidelines and authorization limits.
Customer Engagement & Court Occupancy
- Monitor court availability and upcoming booking schedules to identify open time slots and opportunities to boost participation.
- Proactively reach out to members and leads through approved channels to promote available courts, open‑play sessions, recurring games, and club activities.
- Create and coordinate customer polls, open‑play invitations, and follow‑ups on abandoned bookings or inactive members.
- Capture and maintain customer contact details, preferences, conversation notes, and follow‑up actions in the relevant tracking system.
- Share information about memberships, coaching, leagues, and other services without engaging in hard‑sell tactics.
Administrative & Remote Facility Operations
- Maintain booking calendars and coordinate schedules for partner or sponsor programs, including blocking and moving court reservations as required.
- Track consumable supplies and sports equipment (rackets, shuttlecocks, nets) based on reports from on‑site personnel; flag shortages and coordinate replenishment.
- Coordinate cleaning schedules and follow up with on‑site staff or service providers to confirm completion.
- Maintain accurate Excel trackers and internal operating tools, ensuring operational records and action items are up to date.
- Report maintenance, safety, inventory, or customer service concerns to the appropriate contact and recommend practical improvements.
Essential Qualifications
- Minimum of one year of experience in customer service, hospitality, administrative coordination, reservations, or a similar customer‑facing role.
- Excellent spoken and written English, with a professional phone manner and strong customer service skills.
- Strong organizational skills, attention to detail, and the ability to manage multiple conversations, tasks, and follow‑ups simultaneously.
- Confidence in proactively reaching out to customers through messaging or calls to encourage participation and bookings; formal sales experience is not required.
- Comfort using spreadsheets and learning multiple communication, booking, customer management, and administrative tools.
- A reliable, self‑directed approach to work, with sound judgment about when to resolve an issue and when to escalated it.
- Availability to work a US Eastern Time shift, including weekends, and access to a quiet, conducive work‑from‑home environment.
Preferred Qualifications
- Experience with booking or reservation platforms, CRMs, customer support platforms, or tools such as Podplay, Respond.io, and WhatsApp Business.
- Background in sports, fitness, recreation, hospitality, clubs, or other membership‑based businesses.
- Experience with outbound customer engagement, community outreach, events, leagues, coaching programs, or scheduling.
- Interest in badminton, pickleball, or other racquet sports.
Skills & Competencies
- Exceptional communication and interpersonal skills.
- Proficiency in customer relationship management (CRM) systems and reservation software.
- Strong analytical and problem‑solving abilities.
- Adaptability and resilience in a fast‑moving environment.
- Team‑player mindset with a willingness to collaborate across remote and on‑site teams.
Career Growth & Learning Opportunities
At brighthush, we invest in our people. As a Customer Experience & Operations Coordinator, you will have the chance to:
- Progress into senior support roles, such as Customer Success Manager or Operations Lead.
- Take on cross‑functional projects, including marketing campaigns, event planning, and facility expansion initiatives.
- Earn certifications in customer service excellence, project management, or sports facility operations.
- Participate in mentorship programs and leadership development workshops.
Work Environment & Company Culture
brighthush is built on a foundation of inclusivity, creativity, and a shared love for sport. Our remote culture encourages autonomy, open communication, and a healthy work‑life balance. We celebrate diversity, foster continuous learning, and reward innovation. Whether you’re a seasoned professional or a recent graduate, you’ll find a supportive community that values your contributions and helps you grow.
Compensation & Perks
While specific figures may vary based on experience, we offer a competitive base salary, performance bonuses, and a comprehensive benefits package that includes health, dental, vision, and life insurance. Additional perks include:
- Unlimited paid time off and flexible scheduling within the US Eastern Time zone.
- Discounted access to all brighthush facilities for personal use and for friends and family.
- Paid professional development courses, certifications, and conference attendance.
- Annual team retreats, virtual social events, and a culture that celebrates both individual and team achievements.
Ready to Make an Impact?
If you are passionate about delivering exceptional customer experiences, thrive in a dynamic environment, and want to be part of a company that is shaping the future of indoor sports, we want to hear from you. Join brighthush and help us create unforgettable moments for our members—one reservation, one conversation, and one court at a time.