Senior Customer Support Specialist – Sports Technology & Community Engagement Champion – Driving Success for Youth Sports Organizations at brighthush

About brighthush

brighthush is on a mission to revolutionize the way youth and local sports leaders operate. As the leading operating system and community platform for sports clubs, tournaments, leagues, camps, and facilities, brighthush empowers thousands of organizations to streamline registration, payments, communications, and everything in between. With a footprint that touches over 10 million participants nationwide, we are at the forefront of modernizing the youth sports industry through a best‑in‑class SaaS solution.

Our purpose is simple yet powerful: to create amazing sports experiences for all. We achieve this by combining cutting‑edge technology with a vibrant community of leaders who share insights on critical topics such as increasing girls’ participation, preventing youth injuries, and leveraging data to shape the future of play. brighthush also drives a dedicated 501(c)(3) nonprofit that brings meaningful sports opportunities to underserved kids and communities every year.

Why This Role Matters

As the frontline ambassador of brighthush, the Senior Customer Support Specialist will be the trusted guide for our partners. Your work will directly influence the satisfaction and retention of thousands of clubs, leagues, and camps, while shaping the future of our platform through real‑world feedback. This role is a key piece of a mission‑driven organization that is transforming youth sports for the better.

Impact Highlights

• Drive partner satisfaction and retention at scale.
• Serve as the bridge between customers and product, engineering, and success teams.
• Translate customer insights into actionable product improvements.
• Champion a culture of continuous learning and service excellence.

Key Responsibilities

Customer Advocacy & Support

• Act as the primary point of contact for partner inquiries across email, chat, and phone.
• Deliver fast, clear, and empathetic guidance, ensuring every interaction feels personal and solution‑oriented.
• Resolve technical issues independently when possible, and know when to engage the right internal team.

Insight Capture & Knowledge Management

• Document and share customer insights, trends, and feedback with product, engineering, and customer success teams.
• Maintain and improve internal and external support resources, including help articles, instructional videos, and FAQs.
• Lead the creation of knowledge base content that simplifies complex concepts for non‑technical users.

Product Evangelism & Communication

• Communicate product updates, best practices, and new feature rollouts to partners in simple, digestible formats.
• Act as a product evangelist, showcasing how new capabilities can unlock value for sports organizations.

Cross‑Functional Collaboration

• Work closely with Customer Success, Product, and Engineering to ensure smooth and timely issue resolution.
• Participate in post‑mortem reviews, root‑cause analyses, and process improvement initiatives.

Service Excellence & Continuous Improvement

• Consistently deliver a high‑quality service experience that meets or exceeds customer satisfaction expectations.
• Contribute to team CSAT metrics and help identify opportunities for improvement.
• Champion a culture of continuous improvement, sharing lessons learned with the broader support community.

Essential Qualifications

• Minimum of 1 year of experience in a customer‑facing role within a service or support environment.
• Exceptional verbal communication skills with the ability to remain calm, clear, and solutions‑focused under pressure.
• Strong written communication skills for email and chat interactions, with a knack for simplifying complex concepts.
• Technically adept and quick to learn new systems, tools, and workflows.
• Comfortable working in a fast‑moving, collaborative environment where priorities shift rapidly.
• Proficiency with spreadsheets and basic image editing tools to create clear, professional support content.

Preferred Qualifications

• Experience in the sports technology or SaaS industry.
• Background in community engagement or youth development initiatives.
• Knowledge of registration, payment processing, or communication platforms used by sports organizations.
• Experience with customer support ticketing systems (e.g., Zendesk, Freshdesk) and knowledge base platforms.
• Fluency in multiple languages, especially those spoken by our diverse partner base.

Skills & Competencies

• Customer‑centric mindset with a passion for solving real‑world problems.
• Analytical thinking and a data‑driven approach to identifying trends and root causes.
• Strong organizational skills and the ability to manage multiple tickets simultaneously.
• Adaptability: thriving in a dynamic environment where priorities evolve daily.
• Team player who values collaboration and open communication.
• Proactive: anticipating customer needs and offering proactive solutions.

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 into a Customer Success Manager role, overseeing a portfolio of high‑value partners.
• Transition into Product or Engineering, leveraging your deep customer insights to shape platform evolution.
• Lead initiatives such as community outreach, training programs, or product evangelism.
• Participate in continuous learning through workshops, certifications, and industry conferences.
• Mentor junior support staff, fostering a culture of knowledge sharing and professional growth.

Work Environment & Company Culture

brighthush is built on a foundation of collaboration, innovation, and a deep commitment to community impact. Our culture is defined by:

• Remote‑first flexibility that empowers you to work from anywhere while staying connected with a global team.
• A flat hierarchy that encourages open dialogue and rapid decision‑making.
• Regular hackathons, knowledge‑sharing sessions, and cross‑departmental projects that keep the work exciting.
• A focus on work‑life balance, with generous paid time off, mental health resources, and a supportive wellness program.
• Celebration of diversity, equity, and inclusion, ensuring every voice is heard and valued.

Compensation, Perks, and Benefits

While specific figures vary based on experience and location, brighthush offers a competitive salary package that includes:

• Base salary commensurate with industry standards for senior support roles.
• Performance‑based bonuses tied to customer satisfaction and retention metrics.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) matching program to help you plan for the future.
• Unlimited paid time off and flexible scheduling to support your personal and professional life.
• Continuous learning stipend for courses, certifications, and conferences.
• Access to a robust internal knowledge base and mentorship programs.

How to Apply

If you are passionate about delivering exceptional customer experiences, thrive in a fast‑paced environment, and want to make a tangible impact on youth sports, we want to hear from you. Submit your resume and a brief cover letter explaining why you’re the perfect fit for the Senior Customer Support Specialist role at brighthush.

Join us in shaping the future of sports technology and empowering communities to play, learn, and grow together.