Customer Support Specialist - Experienced

Customer Support Specialist - Experienced

At Brushfire, we build the ticketing and registration platform our clients deserve. We're an event management Software-as-a-Service platform that provides assigned seat ticketing, general admission, and support for concerts, conferences, camps, productions, plays, sports, and anything where people gather, in-person or online. We handle thousands of events every day, on every continent, ranging from a handful to hundreds of thousands of attendees. We are a small and nimble team that thrives in a distributed work environment with no physical central office. We're striving to facilitate successful events around the world by providing great software and service that never stops improvingand we're looking for people like you to help shape tomorrow!

Job Description

We're looking for an experienced, enthusiastic, and customer-oriented person to join our support team as a Customer Support Specialist. We're a highly collaborative team that works together to solve the changing and complex needs of our customers. Our team is highly oriented toward executing and strategic thinking. From creating new events and helping event creators get the most out of features and functionality, to helping think through on-site logistics and event planning...our team fills in the gaps to help make events happen.

Our support team works with our customers via email, phone, and in-person interactions. Our primary mode of support is through our online help desk. This position would require the ideal candidate to be actively involved with supporting the day-to-day use of our products while proactively building relationships to further our customers' success. This is a full-time work-from-home position. However, occasional travel is required.

Responsibilities

• Providing email, phone, video meeting, and chat-based support for our clients
• Create, edit, and manage events according to client requests and established best practices
• Troubleshoot and diagnose technical issues related to event setup, payment processing, seating configurations, and integrations with third-party tools (CRMs, email platforms, streaming services, etc.)
• Interpret and communicate basic reporting data and analytics to help clients optimize event performance
• Review and QA event builds for technical accuracy before go-live, including seating maps, ticketing rules, discount codes, and capacity logic
• Document bugs, unexpected platform behaviors, and feature requests with sufficient technical detail to hand off to the engineering or product team
• Support clients in embedding Brushfire widgets and checkout flows into their own websites
• Participate in internal testing of new features before release and provide structured feedback from a customer perspective
• Participation in weekend support on-call rotation
• Facilitate online training
• Promote platform features and functionality that are underutilized or present the opportunity for additional revenue
• Basic graphic design skills for image resizing, editing, etc., in Adobe Photoshop or a similar program
• Provide on-site support and training for event check-in
• Support customer use and implementation of Brushfire mobile apps
• Assist in training new support team members

Qualifications

• 4-5+ years of experience in SaaS support
• Bachelor's degree preferred (or equivalent industry experience)
• Proven creative problem-solving approach and strong analytical skills
• Experience with Zendesk Support and/or HubSpot Service
• Competency with Adobe Illustrator
• Quiet and dedicated space to work at home during regular business hours
• Alignment with our organization's values

Additional Information

We've been 100% remote for the better part of two decades, and our team is a diverse group of caring, driven people from all backgrounds and technological comfort levels that strive to provide the best for our customers while also being the best they can be for their team. We place a high value on open, candid communication through group chats, video calls, and phone calls throughout each day to keep things moving forward. When possible, we encourage interested team members to collaborate in-person and we have in-person meetings for the entire company at least once a year.

Compensation for this role starts at $62,000 per year (commensurate with experience). We believe working remotely is merely the baseline necessary for a healthy work-life balance. We also provide comprehensive benefits including company-sponsored (and matched) retirement plans, full health insurance coverage (medical, dental, vision, and life), unlimited PTO, flexible hours, and much more.

Although we are a completely remote company, candidates closer to our teams in Dallas-Fort Worth, Texas are preferred.

We take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. All your information will be kept confidential according to EEO guidelines.