Seasoned Bilingual Customer Support Specialist – Portuguese & English – Remote Mid‑Shift (2:00 am–11:00 am) – Lead Global Entertainment Innovation, Deliver Exceptional User Experiences, and Shape the Future of Live Events at brighthush

Welcome to brighthush – Where Culture Meets Technology

At brighthush, we’re on a relentless mission to democratize access to culture and entertainment worldwide. By marrying cutting‑edge technology with data‑driven insights, we’re redefining how people discover, experience, and share live events. Every month, our platform connects over 300 million users across more than 55 countries, empowering event creators to scale, innovate, and reach new audiences. From iconic festivals to intimate performances, we are the bridge between creators and fans, and we’re looking for passionate individuals to help us shape the future of entertainment.

Your Impact on a Global Stage

As the first point of contact for millions of users, your voice becomes the heartbeat of brighthush’s global community. In a world where digital experiences are increasingly personalized, a single support interaction can turn a curious visitor into a lifelong fan. Your role as a Multilingual Customer Support Specialist will not only resolve issues but also gather insights that drive product innovation, enhance user satisfaction, and strengthen brand loyalty.

About the Role

Based remotely from Brazil, you will work the mid‑shift hours (2:00 am–11:00 am, five days a week). This schedule offers a unique blend of flexibility and impact, allowing you to support a diverse audience while maintaining a healthy work‑life balance. You will be the frontline ambassador for brighthush, handling inquiries, resolving incidents, and ensuring every user feels heard and valued.

What You'll Do Every Day

Every day, you’ll engage with users across multiple channels, turning challenges into opportunities for delight. Your day will be a dynamic mix of problem‑solving, collaboration, and continuous learning. Below is a snapshot of the variety and depth of your responsibilities:

Key Responsibilities

• Multichannel Support: Respond to customer inquiries via email, phone, live chat, and social media, providing timely and accurate solutions.
• Incident Management: Diagnose and resolve incidents, escalating when necessary, and ensuring follow‑up to confirm resolution.
• Data Accuracy: Maintain detailed records of interactions, update customer accounts, and file documents using our internal tools.
• Process Adherence: Follow communication guidelines, policies, and best practices to deliver consistent, high‑quality service.
• Proactive Engagement: Go the extra mile to delight customers, offering personalized recommendations and feedback.
• Cross‑Functional Collaboration: Work closely with the Operations, Product, and Engineering teams to address recurring issues and improve service workflows.
• Continuous Improvement: Participate in post‑incident reviews, share lessons learned, and help refine support processes.
• Community Building: Engage with user communities on social platforms, fostering a sense of belonging and encouraging user‑generated content.
• Knowledge Sharing: Create and update knowledge‑base articles, ensuring that new hires and peers have access to the most current information.
• Performance Monitoring: Track key metrics such as response time, resolution rate, and customer satisfaction scores, and report trends to leadership.

Essential Qualifications

• Fluent in Portuguese (oral & written) and English (fluent).
• Prior experience in user support or customer service roles.
• Strong organizational skills: ability to plan, prioritize, and execute multiple tasks simultaneously.
• Excellent communication and interpersonal skills, with a solution‑oriented mindset.
• Detail‑oriented, highly reliable, and adept at managing time effectively.
• Adaptability: thrive in a fast‑changing environment and adjust quickly to new priorities.
• Resides in Brazil.

Preferred Qualifications

• Experience using brighthush ticketing system or similar ticketing platforms.
• Background in the entertainment or event industry.
• Knowledge of data analytics tools or basic SQL.
• Experience working remotely in a distributed team.
• Proficiency with CRM platforms and collaboration tools.
• Experience with live‑streaming or event‑ticketing products.

Core Skills & Competencies

• Technical Proficiency: Comfortable navigating CRM platforms, knowledge bases, and collaboration tools.
• Problem‑Solving: Ability to analyze complex issues, identify root causes, and propose effective solutions.
• Customer‑Centric Mindset: Passion for delivering exceptional experiences and turning challenges into opportunities.
• Team Collaboration: Strong teamwork skills, with a willingness to share insights and support peers.
• Continuous Learning: Eagerness to stay updated on industry trends, product updates, and emerging technologies.
• Time Management: Ability to juggle multiple tickets, deadlines, and stakeholder requests without compromising quality.
• Emotional Intelligence: Sensitivity to user emotions, especially during high‑stress scenarios, and the ability to de‑escalate effectively.
• Remote Work Adaptability: Self‑motivation, discipline, and the ability to thrive in a virtual environment.

Career Path & Growth Opportunities

At brighthush, we believe in nurturing talent and fostering career progression. As a Customer Support Specialist, you will:

• Gain exposure to our product roadmap and the broader entertainment ecosystem.
• Participate in cross‑functional projects that influence product design and user experience.
• Access internal training programs, workshops, and mentorship from senior leaders.
• Earn performance‑based promotions to roles such as Senior Support Engineer, Team Lead, or Product Specialist.
• Attend industry conferences and webinars to stay ahead of market trends.
• Contribute to knowledge‑base articles that become reference points for future support teams.
• Develop leadership skills through mentorship and project ownership opportunities.

Work Environment & Culture at brighthush

Our culture is built on humility, curiosity, and resilience. We value:

• Inclusivity: A welcoming environment where diverse backgrounds and ideas thrive.
• Agility: Quick decision‑making and the ability to pivot in response to market shifts.
• Collaboration: Open communication across remote teams, with regular virtual huddles and knowledge sharing.
• Innovation: Encouragement to experiment, iterate, and bring fresh perspectives to the table.
• Well‑being: Support for mental and physical health through flexible schedules and wellness resources.
• Recognition: Celebrating achievements through shout‑outs, spot bonuses, and public acknowledgments.
• Community: Opportunities to connect with colleagues through virtual socials, game nights, and quarterly in‑person retreats.

Compensation, Perks & Benefits

While specific salary ranges are tailored to experience and location, we offer a competitive package that includes:

• Remote work flexibility with a home office stipend.
• Health insurance coverage for you and your dependents.
• brighthush wellness program for fitness and mental health.
• Early salary access through our partner program.
• 40% discount on all brighthush events and experiences.
• Annual performance bonuses and equity opportunities.
• Paid time off, including vacation, sick leave, and personal days.
• Professional development budget for courses, certifications, and conferences.
• Monthly team virtual socials and quarterly in‑person retreats (when safe).
• Access to a global network of peers and industry experts.

Remote Work & Flexibility

Working from anywhere in Brazil, you’ll enjoy a fully remote setup that supports your personal and professional life. We provide a comprehensive remote‑work toolkit, including high‑speed internet reimbursement, ergonomic equipment stipend, and access to a global network of peers. Our flexible approach ensures you can maintain a healthy work‑life balance while delivering world‑class support.

Our Commitment to Diversity & Inclusion

brighthush is proud to champion diversity, equity, and inclusion. We actively seek talent from all backgrounds, cultures, and perspectives. We believe that a diverse team fuels creativity, drives innovation, and better serves our global community. If you’re passionate about creating inclusive experiences for users worldwide, we encourage you to apply.

Ready to Join the brighthush Family?

If you’re a seasoned, bilingual support professional who thrives in a fast‑paced, tech‑driven environment and is eager to help millions of users enjoy unforgettable cultural moments, we want to hear from you. Apply today and become a key player in shaping the future of global entertainment.