Seasoned Part‑Time Customer Care Specialist – Remote, North America – Elevate Event Experience with brighthush

About brighthush

brighthush is a trailblazer in the event technology arena, redefining how organizers, performers, and audiences connect. With a portfolio that spans ticketing, mobile engagement, experiential marketing, and patron management, we empower event creators to deliver unforgettable experiences that captivate and inspire. Our solutions are trusted by world‑class brands—now reimagined as brighthush—who rely on us to drive engagement, capture data, and streamline operations from start to finish.

Operating from a global, remote‑friendly framework, brighthush brings together a diverse team of event aficionados, technologists, and customer‑service experts. Whether you’re in Dallas, Montréal, Sydney, or any corner of North America, you’ll find a culture that values creativity, collaboration, and continuous learning.

Why Join brighthush?

At brighthush, we believe that every event is an opportunity to create lasting memories. As a Customer Care Specialist, you’ll be the frontline ambassador who turns inquiries into solutions, ensuring that every attendee’s journey is seamless and memorable. This role offers:

• Full flexibility to work from home or from one of our vibrant offices in Montréal, Pittsburgh, Dallas, or Sydney.
• A chance to support high‑profile events that shape the entertainment and music landscapes.
• Access to cutting‑edge tools and a collaborative environment that encourages innovation.
• Competitive hourly pay, a generous travel stipend, and a host of wellness perks.

Key Responsibilities

As a Customer Care Specialist at brighthush, you will:

• Serve as the primary point of contact for customer inquiries via phone, live chat, and email, delivering professional, friendly service on every interaction.
• Assist customers with ticket purchases, event ticketing inquiries, and general platform questions across all brighthush systems—including brighthush Ticketing, brighthush Experiences, brighthush Conventions, and brighthush Activations.
• Troubleshoot and resolve ticketing issues, employing de‑escalation techniques and leveraging internal support resources when necessary.
• Maintain accurate, real‑time records of all customer interactions in our internal CRM.
• Stay current on product updates, event details, and policy changes to provide precise, up‑to‑date information.
• Identify recurring issues or trends, flagging them to the product and engineering teams to drive continuous improvement.
• Adhere to response time and resolution targets across all support channels, ensuring a high level of customer satisfaction (CSAT).
• Follow established processes, utilize standard messaging, and adapt communication workflows to each unique situation.

Service Standards & Expectations

• Meet or exceed response time and resolution targets for all support channels.
• Maintain a CSAT rating of 90% or higher by delivering accurate, efficient support.
• Follow documented procedures and use available tools, while tailoring communication to the customer’s needs.
• Proactively identify and report recurring issues to help improve product and service quality.

Administrative & Systems Proficiency

• Log and maintain detailed records of all customer interactions in our internal systems.
• Keep abreast of product updates, event schedules, and policy changes to provide accurate information.
• Utilize knowledge bases, FAQs, and internal documentation to resolve issues quickly.

Essential Qualifications & Skills

• High school diploma or equivalent.
• Minimum of 1 year of customer service experience, preferably in a tech‑centric or event‑centric environment.
• Strong computer literacy and internet savviness.
• Rapid learning ability and adaptability to new tools and processes.
• Excellent organizational skills with the capacity to multitask and prioritize.
• Exceptional verbal and written communication skills.
• A friendly, people‑first attitude and genuine passion for helping others.
• Strong troubleshooting and problem‑solving capabilities.
• Fluency in English required; proficiency in French and/or Spanish is a plus.
• Passion for the entertainment and music industries is highly desirable.
• Ability to work independently and efficiently from a quiet home office with reliable Wi‑Fi.
• Hourly compensation of $15.

Preferred Qualifications

• Experience with ticketing or event‑management platforms.
• Knowledge of CRM systems such as Zendesk, Freshdesk, or Salesforce.
• Experience in a remote or distributed team environment.
• Multilingual support experience.

Core Competencies for Success

• Customer‑centric mindset: always putting the customer’s needs first.
• Analytical thinking: diagnosing issues quickly and recommending effective solutions.
• Communication excellence: clear, concise, and empathetic messaging across channels.
• Team collaboration: working closely with product, engineering, and marketing teams.
• Time management: balancing multiple tickets while meeting SLA targets.
• Continuous learning: staying updated on industry trends and product enhancements.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. As a Customer Care Specialist, you’ll have access to:

• On‑the‑job training with seasoned mentors.
• Regular workshops on product updates, customer‑experience best practices, and industry trends.
• Opportunities to transition into product support, quality assurance, or customer success roles.
• Mentorship programs that pair you with senior leaders across the organization.
• Annual conference attendance and speaking opportunities to showcase your expertise.

Work Environment & Company Culture

brighthush thrives on a culture of inclusivity, creativity, and collaboration. Our remote‑friendly model means you can work from anywhere in North America, while our occasional office days in Montréal, Pittsburgh, Dallas, and Sydney provide a chance to connect face‑to‑face. We celebrate diversity, encourage open dialogue, and reward innovation. Highlights include:

• Unlimited snack and beverage supply in all offices.
• Weekly free lunch for office teams.
• Monthly travel stipend for remote employees who wish to visit an office.
• Regular themed parties, happy hours, and team‑building events.
• Flexible scheduling to accommodate personal commitments.

Compensation & Benefits

While the base hourly rate is $15, brighthush offers a comprehensive benefits package that includes:

• Health, dental, and vision coverage for full‑time employees.
• Paid time off and holidays.
• Professional development stipend.
• Employee wellness program.
• Equity opportunities for senior roles.

How to Apply

Ready to elevate the event experience for millions of attendees? Submit your application through our career portal and join a team that values innovation, customer focus, and personal growth. We look forward to welcoming you to brighthush!