Senior Customer Support Specialist – Global SaaS Event & Venue Management Platform – Technical Support & Client Success Lead
About brighthush
brighthush is a trailblazer in the event and venue technology space, delivering a cloud‑based, end‑to‑end SaaS platform that empowers event professionals to orchestrate, manage, and grow their businesses with unprecedented efficiency. With a presence in over 50 countries and a customer base that spans iconic museums, world‑class sports arenas, convention centers, performing arts venues, and educational institutions, brighthush is the backbone behind some of the most celebrated events and venues on the planet.
Our mission is simple: give event leaders a 360° view of their operations so they can cut costs, save time, and unlock new revenue streams. We do this by combining powerful data analytics, intuitive workflows, and a flexible, modular architecture that adapts to the unique needs of every client.
Why Join brighthush?
At brighthush, you’ll be part of a fast‑moving, high‑growth SaaS company that is redefining how the world experiences events. Our culture is built on collaboration, continuous learning, and a relentless focus on customer success. You’ll work alongside seasoned developers, product managers, and data scientists to shape the future of event technology.
What You’ll Do
- Serve as the primary technical liaison for our global client base. You will troubleshoot complex issues, guide users through advanced platform features, and ensure a seamless experience from onboarding to day‑to‑day operations.
- Lead incident resolution and root‑cause analysis. When a client encounters a problem, you’ll coordinate cross‑functional teams, document findings, and implement permanent fixes that reduce recurrence.
- Develop and maintain knowledge‑base content. Create clear, concise, and searchable documentation, video tutorials, and FAQs that empower users to solve problems independently.
- Collaborate with Product and Engineering. Provide actionable feedback from the field, prioritize feature requests, and help shape the product roadmap to better serve our diverse clientele.
- Drive customer success metrics. Track CSAT, NPS, and support ticket velocity; use data to identify trends, forecast capacity needs, and recommend process improvements.
- Mentor junior support staff. Share best practices, conduct training sessions, and foster a culture of continuous improvement within the support team.
- Participate in on‑call rotations. Be available to resolve critical incidents outside of normal business hours, ensuring 24/7 support for our global customers.
- Represent brighthush at industry events. Attend conferences, webinars, and user groups to showcase our platform, gather market insights, and build brand advocacy.
Essential Qualifications
- 5+ years of experience in technical support or customer success roles within SaaS or enterprise software environments.
- Proven track record of resolving complex technical issues, preferably in event‑management, ticketing, or venue‑operations software.
- Strong analytical skills with the ability to dissect logs, trace data flows, and identify root causes.
- Excellent written and verbal communication skills in English; additional languages are a plus.
- Experience with ticketing systems (e.g., Zendesk, Freshdesk) and CRM platforms (e.g., Salesforce).
- Familiarity with RESTful APIs, OAuth, and basic scripting (Python, Bash, or PowerShell).
- Demonstrated ability to work collaboratively across engineering, product, and sales teams.
- High emotional intelligence, patience, and a genuine passion for helping others succeed.
Preferred Qualifications
- Background in event technology, venue management, or related industries.
- Experience with data‑driven customer success tools (e.g., Gainsight, Totango).
- Knowledge of cloud platforms (AWS, Azure, GCP) and containerization (Docker, Kubernetes).
- Certifications such as AWS Certified Solutions Architect or Microsoft Certified: Azure Fundamentals.
- Previous leadership experience in a support or customer success team.
Key Skills & Competencies
- Technical Proficiency: Comfortable troubleshooting software, databases, and network issues.
- Problem‑Solving: Ability to think critically, ask the right questions, and devise elegant solutions.
- Customer‑Centric Mindset: Prioritizes user satisfaction and advocates for the customer within the organization.
- Communication: Articulates complex concepts in simple terms for both technical and non‑technical audiences.
- Project Management: Manages multiple tickets, escalations, and projects simultaneously while meeting deadlines.
- Adaptability: Thrives in a fast‑paced, evolving environment and embraces change.
- Team Collaboration: Works effectively with cross‑functional teams and mentors peers.
Career Growth & Learning Opportunities
At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As a Senior Customer Support Specialist, you will have the opportunity to:
- Progress to a Lead or Managerial role within the Customer Success organization.
- Transition into Product Management or Technical Program Management, leveraging your deep customer insights.
- Participate in leadership development programs, including mentorship, coaching, and executive shadowing.
- Attend industry conferences, workshops, and certification courses at no cost.
- Contribute to open‑source projects and community initiatives that shape the future of event technology.
Work Environment & Culture at brighthush
Our culture is defined by transparency, innovation, and a shared commitment to excellence. You’ll find:
- A distributed, remote‑first workforce that values flexibility and work‑life balance.
- Weekly “All‑Hands” meetings where leadership shares company updates and celebrates wins.
- Monthly hackathons and cross‑departmental brainstorming sessions that encourage creative problem‑solving.
- An inclusive environment where diverse perspectives are not only welcomed but essential to our success.
- Regular feedback loops, performance reviews, and career planning sessions to keep you on track.
Compensation, Perks & Benefits
While specific figures vary by location and experience, brighthush offers a competitive total rewards package that includes:
- Base salary commensurate with market rates and your expertise.
- Performance‑based bonuses tied to customer satisfaction and product adoption metrics.
- Equity options that allow you to share in the company’s long‑term success.
- Comprehensive health, dental, and vision insurance for you and your dependents.
- Unlimited paid time off and flexible working hours to support personal and professional growth.
- Wellness stipend, mental‑health resources, and access to virtual fitness classes.
- Annual learning stipend for courses, certifications, or conferences of your choice.
- Company‑sponsored team retreats, virtual social events, and community service opportunities.
Ready to Make an Impact?
If you are a seasoned technical support professional who thrives on solving complex problems, loves working with a global customer base, and wants to be part of a company that is reshaping the event industry, we want to hear from you. Join brighthush and help us empower event leaders worldwide to create unforgettable experiences with confidence, efficiency, and innovation.