Senior Customer Support Specialist – Sports Technology & Community Engagement Expert at brighthush
About brighthush
brighthush is redefining 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 mission is simple yet powerful: to create amazing sports experiences for all. We do 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 is also the driving force behind a dedicated 501(c)(3) nonprofit that brings meaningful sports opportunities to underserved kids and communities every year.
Role Overview
As a Senior Customer Support Specialist at brighthush, you will be the frontline ambassador of our brand and the trusted guide for our partners. Your primary mission is to help sports organizations extract maximum value from our platform while ensuring every interaction is clear, supportive, and solution‑oriented. You will play a pivotal role in building partner confidence, fostering long‑term success, and driving an exceptional service experience that turns users into loyal advocates.
Why This Role Matters
- Directly influence the satisfaction and retention of thousands of clubs, leagues, and camps.
- Serve as a bridge between our customers and the product, engineering, and success teams.
- Shape the future of our platform by capturing real‑world feedback and translating it into actionable product improvements.
- Be part of a mission‑driven organization that is transforming youth sports for the better.
Key Responsibilities
- Customer Advocacy: Act as the primary point of contact for partner inquiries, delivering fast, clear, and empathetic guidance across email, chat, and phone channels.
- Issue Resolution: Troubleshoot platform questions and technical issues, resolving them independently when possible and escalating to the appropriate teams when necessary.
- Insight Capture: Document and share customer insights, trends, and feedback with product, engineering, and customer success teams to inform roadmap decisions.
- Knowledge Management: Maintain and improve internal and external support resources, including help articles, instructional videos, and FAQs.
- Product Evangelism: Communicate product updates, best practices, and new feature rollouts to partners in simple, digestible formats.
- Cross‑Functional Collaboration: Work closely with Customer Success, Product, and Engineering to ensure smooth and timely issue resolution.
- Service Excellence: Consistently deliver a high‑quality service experience that meets or exceeds customer satisfaction expectations, contributing to team CSAT metrics.
- Continuous Improvement: Participate in post‑mortem reviews, root‑cause analyses, and process improvement initiatives to elevate support quality.
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 Apply for this job