Seasoned Customer Success Specialist – Hotel & Sports Management, Alberta – Drive Athlete & Team Experience at brighthush

About brighthush

brighthush is a trailblazing technology partner at the intersection of hospitality, sports, and event management. With a mission to empower athletes, teams, and event organizers, we deliver a cloud‑based platform that streamlines communication, marketing, and reporting across hotels, venues, and cities. Our headquarters in downtown London, Ontario, is a vibrant, open‑plan workspace that fuels creativity, collaboration, and a relentless focus on customer delight.

Why brighthush?

At brighthush, we believe that the best experiences start with the first touchpoint. Our culture is built on teamwork, integrity, innovation, professionalism, and reliability—values that guide every interaction with our partners and customers. We celebrate success, encourage continuous learning, and reward high performance with a transparent, merit‑based advancement path.

Position Overview

We are looking for a Customer Success Specialist who will serve as the primary advocate for athletes, team players, and hotel partners. In this role, you will be the first point of contact, ensuring that every reservation, communication, and support ticket reflects the highest standards of service. Your work will directly influence the satisfaction of our clients and the reputation of brighthush in the competitive sports‑management landscape.

Key Responsibilities

• Act as the first line of support for athletes, team members, and hotel partners via phone, email, and live chat.
• Collaborate with cross‑functional teams—product, sales, operations—to resolve complex issues and meet service‑level agreements.
• Provide proactive guidance on platform features, best practices, and new releases to maximize client adoption.
• Manage individual reservations within team blocks, ensuring accurate rooming lists and compliance with hotel policies.
• Track, document, and close support tickets in the CRM, maintaining a clean audit trail and generating actionable insights.
• Analyze customer feedback and usage data to identify trends, recommend improvements, and influence product roadmap.
• Maintain a high customer satisfaction score (CSAT) and adhere to key performance indicators (KPIs) such as response time, resolution time, and ticket volume.
• Participate in on‑call rotations and emergency response as needed to support 24/7 operations.
• Contribute to the creation of knowledge base articles, FAQs, and training materials for both internal teams and external clients.
• Represent brighthush at industry events, conferences, and client meetings to strengthen relationships and gather market intelligence.

Essential Qualifications

• Minimum of 1 year of experience in tech support, customer success, or hospitality operations.
• Strong communication skills—confident, friendly, and professional on the phone and in written correspondence.
• Proficiency with CRM systems (e.g., Salesforce, Zendesk) and a knack for troubleshooting complex technical issues.
• Ability to multitask, prioritize, and remain agile in a fast‑paced environment.
• Detail‑oriented, organized, and capable of maintaining accurate records while building strong client relationships.
• Problem‑solving mindset with a collaborative approach to cross‑departmental challenges.
• Experience in hotel management, sales, or event coordination is a plus.
• University or college graduate with a background in Travel & Tourism, Hospitality, Sports Management, or a related field.
• Certification from brighthush (formerly TICO) is preferred; candidates without the certification will be offered the opportunity to complete it within the first three months at no cost.

Preferred Qualifications

• Previous exposure to sports‑management software or event‑planning platforms.
• Knowledge of hotel compliance standards, rooming list management, and group booking processes.
• Experience working with international clients and managing multi‑currency transactions.
• Fluency in additional languages (e.g., French, Spanish) to support a diverse client base.

Core Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strong analytical skills to interpret data, identify patterns, and propose actionable solutions.
• Adaptability and resilience in handling high‑volume inquiries and evolving client needs.
• Team player who thrives in a collaborative, fast‑moving environment.
• Self‑motivated with a drive for continuous improvement and professional growth.

Career Growth & Learning Opportunities

At brighthush, we invest heavily in the professional development of our team. You will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on product updates, industry trends, and soft‑skill development.
• Clear career pathways—from Customer Success Specialist to Senior Specialist, Team Lead, and beyond.
• Cross‑functional projects that expose you to product management, sales, and marketing teams.
• Opportunities to attend industry conferences, webinars, and workshops.

Work Environment & Culture

Our office is a hub of creativity and collaboration. We foster:

• A casual yet energetic atmosphere that encourages open dialogue and innovation.
• Regular team celebrations, social gatherings, and community outreach events.
• Flexible work arrangements, including hybrid options and remote work when appropriate.
• A commitment to diversity, equity, and inclusion—every voice is valued and heard.
• Transparent communication from leadership, ensuring you’re always in the loop.

Compensation & Benefits

While specific figures may vary, brighthush offers a competitive salary range of $50,000 to $60,000, complemented by:

• Health, dental, and vision insurance packages.
• 401(k) retirement plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Employee wellness programs, gym memberships, and mental health resources.
• Technology stipend and fully equipped workstations.
• Performance bonuses and stock‑option opportunities for eligible roles.

How to Apply

Ready to elevate the athlete and team experience at brighthush? Submit your resume and a cover letter that highlights your relevant experience and why you’re excited about this role. We value diversity and encourage candidates from all backgrounds, including those with disabilities, to apply. If you require accommodations during the selection process, please let us know.

Thank you for considering a career with brighthush. We look forward to discovering how your expertise can help us continue to set new standards in sports and hospitality technology.