Remote Customer Service Associate – Ticketing & Event Experience Support Specialist (Full‑Time, Flexible Schedule) at brighthush

About brighthush

brighthush is more than a ticketing platform; it’s the heartbeat of the live‑event ecosystem. From sold‑out stadiums and intimate theater productions to community festivals and immersive virtual concerts, we empower event organizers and fans alike with a frictionless, technology‑driven experience that turns a simple ticket purchase into a lifelong memory. With a rapidly expanding customer base across the United States, brighthush is on a mission to make every ticket a gateway to unforgettable moments. We’re looking for passionate, customer‑centric professionals to join our dynamic team and help us elevate the event experience for millions of fans.

Why brighthush is a Game Changer

In an industry where every interaction can make or break a fan’s experience, brighthush stands out by blending cutting‑edge technology with a human touch. Our platform is built for speed, reliability, and scalability, yet we never lose sight of the personal connection that turns a ticket into a story. As a Remote Customer Service Associate, you’ll be at the frontline of that connection, shaping how fans feel about their events from the first click to the last encore.

Key Responsibilities

As a Remote Customer Service Associate at brighthush, you will be the frontline champion for our customers. Your day‑to‑day duties will include:

• Responding to inbound phone calls, emails, and live chat inquiries with professionalism and empathy.
• Providing accurate, timely information on ticket inventory, event details, billing, and payment transactions.
• Managing ticket inventory by processing consignment and purchase requests, ensuring data integrity and timely updates.
• Collaborating with cross‑functional teams—Sales, Operations, and Technical Support—to resolve complex issues and maintain high service standards.
• Maintaining a deep understanding of our ticketing platform, event catalog, and pricing structures.
• Tracking and reporting on key performance metrics such as response time, resolution rate, and customer satisfaction scores.
• Participating in ongoing training sessions to stay current on product updates, industry trends, and best practices.
• Contributing to continuous improvement initiatives by sharing insights and feedback from customer interactions.

Day in the Life

Picture a typical day: you start with a quick team huddle via Zoom, review the latest ticketing updates, and then dive into a queue of customer inquiries. You’ll handle a mix of high‑volume ticketing questions, complex billing disputes, and technical troubleshooting. Throughout the day, you’ll collaborate with our Sales and Operations teams to ensure seamless ticket delivery, and you’ll use our internal knowledge base to provide consistent, accurate answers. At the end of the shift, you’ll log your interactions, update performance dashboards, and reflect on what you learned to bring back to the next day.

Essential Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• Minimum of 1 year of customer service experience, preferably in a ticketing, retail, or event‑related environment.
• Proficient in using CRM systems (e.g., Zendesk, Salesforce) and Microsoft Office Suite.
• Excellent verbal and written communication skills in English; additional languages are a plus.
• Strong problem‑solving abilities and the capacity to handle high‑volume, fast‑paced interactions.
• Self‑motivated, detail‑oriented, and able to work independently while maintaining a collaborative mindset.
• Reliable internet connection, a quiet workspace, and a dedicated phone line.

Preferred Qualifications

• Experience with ticketing or event‑management software.
• Knowledge of payment processing, billing cycles, and basic accounting principles.
• Previous remote work experience with a proven track record of meeting or exceeding performance metrics.
• Familiarity with social media platforms and online community engagement.
• Certification in Customer Service Excellence or related fields.

Skills & Competencies

• Customer‑first mindset: Always prioritize the customer’s needs and experience.
• Adaptability: Thrive in a dynamic environment with evolving processes and technologies.
• Time Management: Efficiently juggle multiple tasks while maintaining high quality.
• Analytical Thinking: Identify patterns, root causes, and propose actionable solutions.
• Team Collaboration: Work effectively with colleagues across departments and time zones.
• Tech Savviness: Quickly learn new software, troubleshoot issues, and leverage digital tools.

Tools & Tech Stack

Our support ecosystem is powered by a suite of industry‑leading tools that enable you to deliver top‑tier service:

• Zendesk: Ticketing and knowledge base platform.
• Salesforce: CRM for customer data and interaction history.
• Slack: Real‑time communication with teammates.
• Zoom: Video conferencing for internal meetings and customer calls.
• Microsoft Office 365: Email, calendar, and document collaboration.

Performance Metrics & Success

At brighthush, success is measured by both quantitative and qualitative indicators:

• First‑Response Time (FRT) – Aim for under 2 minutes on average.
• Resolution Rate – Target a 95%+ resolution on first contact.
• Customer Satisfaction Score (CSAT) – Maintain a score above 4.5/5.
• Net Promoter Score (NPS) – Contribute to a company‑wide NPS of 70+.
• Ticket Volume – Efficiently handle 50+ tickets per shift without sacrificing quality.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and fostering continuous learning. As a Remote Customer Service Associate, you will have access to:

• Structured onboarding and mentorship programs to accelerate your skill development.
• Regular training workshops covering product updates, industry trends, and advanced customer service techniques.
• Clear career pathways to roles such as Senior Support Specialist, Team Lead, or Product Support Analyst.
• Cross‑functional projects that expose you to sales, marketing, and technical teams.
• Annual performance reviews with actionable feedback and growth plans.

Career Pathways at brighthush

Our career ladder is designed to reward expertise, initiative, and leadership:

• Senior Support Specialist: Lead complex cases, mentor new hires, and influence product improvements.
• Team Lead: Manage a squad of support agents, set goals, and drive team performance.
• Product Support Analyst: Work closely with engineering to troubleshoot bugs and enhance platform features.
• Customer Success Manager: Build long‑term relationships with high‑value event partners and drive revenue growth.

Work Environment & Culture at brighthush

• Fully remote, flexible schedule with core hours to ensure team collaboration.
• Inclusive, supportive culture that values diverse perspectives and encourages open communication.
• Regular virtual team events, hackathons, and community outreach initiatives.
• Commitment to work‑life balance, with generous paid time off and mental health resources.
• Transparent leadership and a focus on employee well‑being.

Diversity, Equity & Inclusion

brighthush is committed to building a workforce that reflects the communities we serve. We actively promote:

• Equal opportunity hiring practices.
• Inclusive onboarding and continuous learning programs.
• Employee Resource Groups (ERGs) for underrepresented groups.
• Regular DEI training and workshops.

Compensation, Perks & Benefits

• 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 holidays.
• Professional development stipend and access to online learning platforms.
• Employee discount on event tickets and partner offers.
• Wellness programs, including mental health support and fitness reimbursements.

Employee Wellness & Work‑Life Balance

We understand that a healthy employee is a productive employee. That’s why we offer:

• Monthly virtual yoga and meditation sessions.
• Flexible work hours to accommodate personal commitments.
• Annual wellness stipend for gym memberships, fitness classes, or wellness apps.
• Access to confidential counseling services.

Global Impact & Community Outreach

brighthush is not just about tickets; it’s about bringing people together. We partner with local festivals, non‑profits, and community organizations to:

• Provide discounted tickets for underserved audiences.
• Support emerging artists and grassroots events.
• Host virtual charity concerts and fundraisers.

How We Celebrate Success

Success at brighthush is celebrated in many ways:

• Monthly “Hero” awards for outstanding customer service.
• Quarterly team retreats (virtual or in‑person) to build camaraderie.
• Annual company‑wide hackathon to innovate new features.
• Recognition in our internal newsletter and on social media.

Frequently Asked Questions

• What is the typical work schedule? We offer a flexible schedule with core hours from 10 a.m. to 3 p.m. EST to accommodate collaboration across time zones.
• Do I need a dedicated workspace? Yes, a quiet, dedicated workspace with a reliable internet connection is essential for maintaining service quality.
• Is remote work fully supported? Absolutely. We provide a home‑office stipend and technical support to ensure you have the tools you need.
• What growth opportunities exist? We have clear career ladders, mentorship programs, and cross‑functional projects that allow you to broaden your skill set.

How to Apply

Ready to make a difference in the lives of event lovers across the country? Submit your resume and a brief cover letter outlining why you’re the perfect fit for brighthush. We’re hiring immediately, so don’t wait—apply today and join a team that’s redefining the ticketing experience.

Join brighthush and Turn Every Ticket Into a Story

At brighthush, we’re more than a ticketing platform—we’re a community that brings people together through shared experiences. As a Remote Customer Service Associate, you’ll be the voice that guides fans from the moment they reach out to the moment they enjoy their event. Your dedication will help us build lasting memories and strengthen the bond between fans and their favorite events.

We’re looking for individuals who are passionate, proactive, and ready to grow. If you thrive in a fast‑paced, customer‑centric environment and want to be part of a company that values innovation, inclusion, and impact, we want to hear from you.

Apply now and become a vital part of brighthush’s mission to make every event unforgettable.