Senior Hotel & Sports Management Customer Success Agent – Bilingual, Tech‑Savvy, Client‑Focused – brighthush

About brighthush

brighthush is a forward‑thinking technology partner that empowers event organizers, hotels, and cities to streamline communication, marketing, and reporting. With a vibrant headquarters in downtown London, Ontario, we blend cutting‑edge software with a passion for hospitality and sports to deliver a seamless experience for every stakeholder. Our culture is built on teamwork, integrity, innovation, professionalism, and reliability – values that drive cross‑departmental collaboration and elevate the service we provide to our partners and customers.

Why brighthush?

At brighthush, we believe that the best work happens when people feel inspired, supported, and challenged. Our open, energetic workspace is designed for creativity and productivity, and we celebrate every milestone with team gatherings, social events, and a performance‑driven mindset that rewards hard work and results. Whether you’re a seasoned professional or an ambitious newcomer, brighthush offers a dynamic environment where you can grow, learn, and make a real impact.

Role Overview

As a Hotel & Sports Management Customer Success Agent, you will be the first point of contact for athletes, team managers, and hotel partners who rely on our platform to coordinate event logistics. Your role is pivotal in shaping the first impression of brighthush and ensuring that every client feels supported, heard, and empowered to achieve their goals. You will collaborate closely with cross‑functional teams—product, sales, operations, and marketing—to resolve inquiries, manage reservations, and maintain high customer satisfaction.

Key Responsibilities

• Serve as the primary liaison for athletes, team managers, and hotel partners via phone, email, and live chat.
• Provide expert guidance on platform features, booking processes, and best practices to maximize value.
• Collaborate with internal teams (sales, product, operations) to deliver high‑quality support while meeting response time targets and maintaining a strong customer satisfaction score.
• Diagnose and troubleshoot technical and operational issues, escalating when necessary to ensure rapid resolution.
• Manage individual reservations within team blocks, ensuring accurate rooming lists and compliance with hotel policies.
• Track, document, and report support tickets through our CRM system, providing actionable insights to improve service.
• Monitor hotel compliance with rooming lists and proactively address any discrepancies.
• Maintain and update knowledge base articles, FAQs, and training materials to support self‑service and reduce ticket volume.
• Participate in regular team meetings, training sessions, and product demos to stay current on platform updates and industry trends.
• Contribute to continuous improvement initiatives by identifying recurring issues and recommending process enhancements.

Essential Qualifications

• Minimum of 1 year of experience in a tech support or customer service role.
• Strong multitasking ability and agility in a fast‑paced environment.
• Excellent communication skills—friendly, professional, and confident on the phone and in written correspondence.
• Proven problem‑solving skills and a collaborative mindset.
• Organized approach to work, ensuring client relationships are strengthened and processes are followed.
• Detail‑oriented, precise, and a team player who enjoys working with others.
• Experience with CRM systems (e.g., Zendesk, Salesforce, HubSpot) is required.
• University or college graduate; degrees in Travel & Tourism, Hospitality, Sports Management, or related fields are preferred.
• Previous experience in hotel management or sales is considered an asset.
• Fluency in English; bilingual or multilingual skills are a plus.

Preferred Qualifications

• Travel Industry Council of Ontario (TICO) certification or willingness to obtain it within the first three months of employment at the cost of brighthush.
• Experience working with event‑centric technology platforms.
• Knowledge of hotel booking systems and rooming list management.
• Background in sports event coordination or athlete support.

Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong analytical and troubleshooting abilities.
• Excellent verbal and written communication skills.
• Adaptability and resilience in a dynamic, evolving environment.
• Proficiency in Microsoft Office Suite, Google Workspace, and CRM tools.
• Ability to work independently and as part of a collaborative team.
• Time‑management skills with a focus on meeting deadlines and KPIs.

Career Growth & Learning Opportunities

At brighthush, we invest in your professional development. You will have access to:

• On‑the‑job training with seasoned mentors.
• Regular workshops on product updates, industry trends, and customer success best practices.
• Cross‑departmental projects that broaden your skill set and expose you to new areas of the business.
• Clear career pathways—from Customer Success Specialist to Senior Specialist, Team Lead, and beyond.
• Support for obtaining industry certifications, such as TICO, and attendance at relevant conferences.

Work Environment & Company Culture

Our open, collaborative office in London, Ontario is designed to foster creativity and teamwork. We celebrate successes with team outings, social events, and recognition programs. At brighthush, we value:

• Innovation: Encouraging new ideas and experimentation.
• Integrity: Acting with honesty and transparency in all interactions.
• Professionalism: Maintaining high standards of conduct and performance.
• Reliability: Delivering on commitments and building trust with clients and colleagues.
• Teamwork: Working together across departments to achieve shared goals.

Compensation & Benefits

We offer a competitive salary range of $50,000 – $60,000 per year, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Comprehensive health, dental, and vision insurance.
• Paid time off, including vacation, sick leave, and public holidays.
• Flexible work arrangements and a supportive remote‑work policy.
• Technology stipend and IT equipment to ensure you have the tools you need.
• Performance‑based bonuses and incentive programs.
• Professional development budget for courses, certifications, and conferences.
• Employee wellness programs and access to a corporate gym partnership.

How to Apply

Ready to join a team that values innovation, collaboration, and customer success? Click the link below to submit your application and take the first step toward an exciting career at brighthush.

Apply to this role

Additional Information

brighthush welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates participating in all aspects of the selection process. If you are selected for an interview, please inform brighthush of any required accommodations so we can make the necessary adjustments.

We thank all candidates who apply. Only those selected for screening and an interview will be contacted.

Salary: $50,000 – $60,000

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