Customer Support Associate – Global Digital Sports Collectibles & Fan Experience Specialist at brighthush

About brighthush

brighthush is a trailblazer in the digital sports ecosystem, weaving together cutting‑edge technology, passionate fan communities, and an expansive network of sports partners. With a mission to ignite the excitement of sports enthusiasts worldwide, brighthush delivers a seamless experience across e‑commerce, collectibles, and interactive gaming. Our platform connects fans to licensed apparel, exclusive merchandise, digital trading cards, and live betting opportunities, all while fostering a vibrant community of collectors and supporters.

Why Join brighthush?

At brighthush, we’re not just building a platform – we’re shaping the future of fan engagement. Our culture thrives on curiosity, collaboration, and a relentless drive to exceed expectations. Whether you’re a seasoned customer service professional or a fresh talent eager to grow, brighthush offers a dynamic environment where your voice matters, your ideas are celebrated, and your career can evolve from frontline support to leadership roles across customer experience, project management, and brand strategy.

Position Overview

As a Customer Support Associate for brighthush Collectibles, you will serve as the primary point of contact for collectors worldwide. You’ll handle inquiries across web chat, email, and phone, ensuring every interaction reflects the high standards of service that define brighthush. This remote, full‑time role operates on Eastern Standard Time (EST) and offers flexible scheduling to accommodate a global fan base.

Key Responsibilities

• Act as the liaison between brighthush Collectibles and collectors, addressing product questions, policy clarifications, and service requests.
• Deliver exemplary service across web chat, voice, and email channels, maintaining a consistent tone that aligns with brighthush’s brand voice.
• Apply sound judgment to resolve issues quickly, escalating complex matters to the appropriate teams when necessary.
• Follow up on open tickets to ensure collectors leave the interaction satisfied and informed.
• Build and nurture relationships with repeat collectors, turning first‑time buyers into loyal advocates.
• Maintain an in‑depth knowledge of brighthush’s product catalog, release calendar, and promotional events.
• Track and report on performance metrics such as Average Handle Time (AHT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and schedule adherence.
• Participate in continuous improvement initiatives, providing feedback on processes, tools, and customer experience enhancements.
• Collaborate with cross‑functional teams—including marketing, logistics, and product—to resolve collector issues and share insights.
• Adapt to evolving product lines and industry trends, staying current on the collectibles market and fan culture.

Essential Qualifications

• Positive, collector‑centric mindset with a passion for delivering outstanding customer experiences.
• Basic understanding of the trading card and collectibles industry; familiarity with sports memorabilia is a plus.
• Strong problem‑solving skills and meticulous attention to detail.
• Excellent verbal and written communication abilities, capable of conveying complex information clearly.
• Proficiency in Microsoft Office Suite (Word, Outlook, Excel) and comfortable navigating CRM systems.
• Experience handling web chat, email, and phone interactions in a high‑volume contact center environment.
• Ability to multitask, prioritize, and manage time effectively in a fast‑paced setting.
• Willingness to work flexible hours, including evenings and weekends, with schedules that may shift quarterly.

Preferred Qualifications

• Prior experience in a sports or collectibles retail environment.
• Knowledge of contact center performance metrics and a track record of meeting or exceeding targets.
• Experience with e‑commerce platforms, order management systems, or inventory tracking tools.
• Fluency in additional languages to support a global collector base.
• Demonstrated ability to work independently while collaborating with remote teams.

What You’ll Gain

Career Growth & Learning

brighthush has a proven track record of promoting from within. Customer Support Associates often advance to roles such as Customer Experience Manager, Project Manager, Brand Manager, and beyond. We invest in your professional development through:

• Structured onboarding and mentorship programs.
• Access to industry conferences, webinars, and internal knowledge hubs.
• Regular performance reviews with clear pathways for advancement.
• Opportunities to lead cross‑functional projects and initiatives.

Work Environment & Culture

Working remotely from anywhere, you’ll be part of a vibrant, inclusive community that values creativity, transparency, and work‑life balance. Our culture is built on:

• Open communication channels and frequent virtual town halls.
• Recognition programs celebrating individual and team achievements.
• Inclusive hiring practices that welcome diverse perspectives.
• Commitment to sustainability and social responsibility initiatives.

Compensation & Benefits

Base salary ranges from $20,000 to $25,000 USD annually, commensurate with experience and qualifications. In addition to competitive pay, brighthush offers:

• Health, dental, and vision insurance plans.
• Flexible paid time off and holiday schedule.
• Employee stock purchase plan and performance‑based bonuses.
• Wellness programs, including virtual fitness classes and mental health resources.
• Access to exclusive brighthush merchandise and early‑access to product releases.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to join a team that’s redefining fan engagement? Submit your application through our careers portal at brighthush.com/careers. If you have any questions, feel free to reach out to our recruiting team via email at [email protected]. We look forward to exploring how your skills and passion can help us elevate the collector experience worldwide.

Important Note on Security

brighthush will never request payment, banking information, or other sensitive personal data during the hiring process. If you receive a suspicious message claiming to be from brighthush recruiting, please do not respond and report it to our security team.