Full‑Time Remote Customer Service Associate – Ticketing & Event Experience Specialist – Brighthush

About Brighthush

Brighthush is a trailblazer in the live‑event and ticketing industry, connecting fans worldwide with unforgettable experiences. From intimate concerts to global festivals, our platform empowers event organizers to deliver seamless ticketing solutions while giving customers a friction‑free purchasing journey. With a culture rooted in innovation, customer obsession, and continuous learning, Brighthush is not just a company—it’s a community of passionate professionals who thrive on making every event memorable.

Why Brighthush?

At Brighthush, we believe that exceptional customer service is the heartbeat of every successful event. As a Remote Customer Service Associate, you’ll be the first line of support for thousands of fans, ensuring they receive accurate, timely information and a personalized experience. Working from anywhere in the U.S., you’ll enjoy the flexibility of a fully remote role, competitive pay, and a comprehensive benefits package that supports your health, well‑being, and future.

Key Responsibilities

• Customer Interaction: Handle inbound phone calls, emails, and live chat inquiries, providing clear, accurate information about ticket availability, order status, billing, and payment transactions.
• Ticket Inventory Management: Process ticket consignment and purchase requests, ensuring inventory is updated in real time and all transactions are recorded accurately.
• Team Collaboration: Coordinate with cross‑functional teams—Sales, Operations, and Technical Support—to resolve complex issues and maintain department coverage.
• Service Excellence: Uphold Brighthush’s high service standards by consistently meeting or exceeding productivity metrics, response times, and customer satisfaction scores.
• Process Improvement: Identify recurring customer pain points and collaborate with product teams to refine processes, enhance self‑service options, and reduce ticketing friction.
• Documentation & Reporting: Maintain detailed logs of customer interactions, ticketing issues, and resolution steps; generate weekly reports for management review.
• Compliance & Security: Adhere to data protection policies, ensuring customer information is handled securely and in accordance with industry regulations.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 2 years of experience in a customer‑facing role, ideally within ticketing, e‑commerce, or event management.
• Proficiency with CRM systems (e.g., Zendesk, Salesforce) and ticketing platforms.
• Strong verbal and written communication skills in English; additional languages are a plus.
• Excellent problem‑solving abilities and a calm, empathetic demeanor under pressure.
• Self‑motivated, with the ability to work independently while staying aligned with team goals.
• Reliable high‑speed internet connection and a quiet workspace that meets remote work standards.

Preferred Qualifications

• Experience in a remote or distributed team environment.
• Knowledge of event‑ticketing workflows, including presales, general admission, and VIP packages.
• Familiarity with data analytics tools (Excel, Google Sheets) for reporting and trend analysis.
• Previous exposure to customer‑centric metrics such as CSAT, NPS, and first‑contact resolution.
• Background in troubleshooting payment gateway issues and handling refunds or exchanges.

Core Competencies & Skills

• Customer‑Centric Mindset: Always putting the customer first and striving to exceed expectations.
• Technical Aptitude: Comfortable navigating multiple software tools and troubleshooting basic technical problems.
• Time Management: Ability to juggle multiple inquiries while maintaining high productivity.
• Adaptability: Quick to learn new processes, tools, and industry trends.
• Collaboration: Strong interpersonal skills to work effectively with remote teammates and cross‑functional partners.
• Attention to Detail: Precision in data entry, ticket inventory updates, and documentation.

Career Growth & Learning Opportunities

Brighthush is committed to nurturing talent and providing clear pathways for advancement. As a Customer Service Associate, you’ll have the chance to:

• Progress into senior support roles or team lead positions.
• Transition into product, operations, or sales teams based on your interests.
• Participate in ongoing training programs covering advanced ticketing technology, customer experience best practices, and leadership development.
• Attend virtual conferences, webinars, and industry events to stay ahead of market trends.
• Contribute to internal knowledge bases and process documentation, shaping the future of Brighthush’s support ecosystem.

Work Environment & Culture

Brighthush thrives on a culture of transparency, collaboration, and innovation. Even though you’ll be working remotely, you’ll feel part of a vibrant community thanks to:

• Weekly virtual team huddles and cross‑departmental syncs.
• Monthly “Brighthush Spotlight” sessions where employees share insights, wins, and lessons learned.
• Annual virtual retreats that bring the entire team together for team‑building activities and strategic planning.
• A flexible work schedule that respects your personal commitments while ensuring coverage for our global customer base.
• A supportive manager who values your growth and provides regular feedback.

Compensation & Benefits

While specific figures may vary based on experience, Brighthush offers:

• Competitive hourly rate with potential for overtime and performance bonuses.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays.
• Flexible work‑from‑home stipend to cover home‑office setup.
• Employee wellness programs, including mental health resources and virtual fitness classes.
• Professional development budget for courses, certifications, and conferences.

How to Apply

Ready to elevate your customer service career and help fans experience unforgettable events? Click the link below to submit your application and join the Brighthush family. We’re hiring immediately and can’t wait to meet you!