Senior Customer Experience Specialist – Driving Player Delight, Community Expansion, and Sports Tech Innovation at brighthush – Leading the Future of Pickup Sports

Welcome to brighthush – Where Every Game Becomes an Adventure

At brighthush, we’re more than a platform; we’re a global movement that turns spontaneous pickup games into unforgettable experiences. Founded in 2020 in Brooklyn, we have grown from a small startup to the largest pickup sports ecosystem in the United States, and we’re now expanding across Europe, APAC, and LATAM. Our mission is simple yet powerful: to make every game a memorable experience for players, coaches, and fans alike. By blending cutting‑edge mobile technology, real‑time matchmaking, and a vibrant community culture, we’re redefining how people discover, join, and enjoy sports worldwide.

Why brighthush? The Future of Sports Tech

Sports technology is experiencing a renaissance. From AI‑powered training tools to immersive AR experiences, the industry is evolving at breakneck speed. brighthush sits at the intersection of this evolution, offering a platform that not only connects players but also fuels community engagement, data insights, and brand partnerships. By joining our team, you’ll be part of a company that is not just keeping up with the trends but setting them.

Your Impact as a Senior Customer Experience Specialist

As the frontline ambassador of player delight, you will be the heartbeat of our community. Your work will directly influence player satisfaction, community growth, and brand reputation. You’ll collaborate closely with product, engineering, marketing, and operations to translate player feedback into actionable improvements, ensuring that every player’s journey—from discovering a game to celebrating a win—flows seamlessly.

Key Responsibilities

• Daily Player Engagement: Proactively reach out to players before and after games to answer questions, resolve issues, and gather feedback. Use our CRM and messaging tools to maintain a high level of responsiveness.
• Enhance Game Experience: Monitor in‑app metrics and player sentiment to identify friction points. Work with product to iterate on features that improve match quality, scheduling, and overall usability.
• Problem Solving & Escalation: Investigate complex player concerns, diagnose root causes, and implement effective solutions. Escalate unresolved issues to the appropriate internal teams while keeping players informed.
• Review & Reputation Management: Analyze player ratings and reviews. Develop strategies to boost positive feedback and mitigate negative experiences, ensuring our community remains welcoming and supportive.
• Customer Support Excellence: Deliver high‑quality support across multiple channels—email, chat, in‑app messaging, and social media. Maintain a consistent, friendly tone that reflects brighthush’s brand values.
• Overall Player Satisfaction: Strive to create a joyful, hassle‑free gaming experience. Use data and player stories to advocate for continuous improvement and celebrate successes with the community.

Essential Qualifications

• Full‑time Availability: 40 hours per week with a flexible schedule that includes evenings and weekends on a rotating basis.
• Experience: 1–3 years in customer service, operations, or sales roles within a commercial or tech environment.
• Communication Skills: Advanced English proficiency—strong verbal and written communication, active listening, and empathy.
• Education: Bachelor’s degree or equivalent professional experience.
• Tech Savvy: Comfortable navigating mobile apps, web platforms, and basic troubleshooting tools.
• Adaptability: Ability to thrive in a fast‑paced, evolving environment while prioritizing tasks effectively.

Preferred Qualifications

• Experience in the sports or fitness tech industry.
• Multilingual abilities, especially in Spanish, French, or Mandarin.
• Familiarity with CRM systems (e.g., brighthush) and data analytics tools.
• Prior experience in community management or event coordination.
• Passion for sports and a deep understanding of pickup game culture.

Core Skills & Competencies

• Customer‑Centric Mindset: A genuine desire to help players and a knack for turning challenges into opportunities.
• Analytical Thinking: Ability to interpret data, spot trends, and recommend actionable insights.
• Collaboration: Comfortable working cross‑functionally with product, engineering, marketing, and operations.
• Time Management: Efficiently juggle multiple inquiries, prioritize high‑impact tasks, and meet deadlines.
• Resilience: Maintain composure under pressure and handle high‑volume support scenarios with grace.
• Creativity: Innovate solutions for player pain points and contribute to continuous improvement initiatives.

Career Growth & Learning Opportunities

At brighthush, your professional development is a top priority. As a Senior Customer Experience Specialist, you will:

• Gain exposure to product strategy and data‑driven decision making.
• Participate in cross‑departmental projects that shape the future of our platform.
• Access internal training programs on customer success, data analytics, and leadership.
• Earn mentorship from senior leaders who are committed to your growth.
• Advance into roles such as Customer Success Manager, Community Lead, or Product Analyst.

Work Environment & Culture at brighthush

brighthush fosters a culture of inclusivity, innovation, and fun. Our team values:

• Transparency: Open communication channels and regular town‑hall meetings.
• Collaboration: Flat hierarchies that encourage idea sharing across all levels.
• Well‑Being: Flexible work arrangements, mental health resources, and a supportive peer network.
• Community Impact: Initiatives that give back to local sports programs and promote active lifestyles.
• Celebration: Regular team events, hackathons, and recognition programs that keep morale high.

Compensation & Benefits

While specific figures vary by role and experience, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for customer‑centric roles.
• Performance‑based bonuses tied to player satisfaction metrics and community growth.
• Health, dental, and vision insurance for employees and their families.
• 401(k) matching program to support long‑term financial planning.
• Generous paid time off, including vacation, sick leave, and personal days.
• Unlimited flexible working hours and remote work options.
• Employee wellness programs, gym memberships, and sports equipment discounts.
• Professional development stipend for courses, certifications, and conferences.

How to Apply

If you’re ready to join a dynamic, mission‑driven team that is reshaping the sports landscape, we would love to hear from you. Submit your resume, a brief cover letter highlighting your passion for sports and customer service, and any relevant portfolio or references.

Apply now and become a key player in the brighthush story—where every game matters and every voice is heard.