Customer Support Specialist – Experienced

This is a fully remote position, open to applicants in Texas.

📋 Description

• Delivering support to our clients through email, phone, video meetings, and chat platforms.

• Organizing, modifying, and overseeing events in line with client specifications and established best practices.

• Identifying and resolving technical challenges related to event setup, payment processing, seating arrangements, and integration with third-party tools (such as CRMs, email services, streaming platforms, etc.).

• Analyzing and conveying fundamental reporting data and analytics to assist clients in enhancing event performance.

• Conducting reviews and quality assurance of event configurations for technical correctness prior to launch, covering aspects like seating charts, ticketing regulations, discount codes, and capacity logic.

• Recording bugs, unexpected platform behaviors, and feature requests with adequate technical detail for transfer to the engineering or product teams.

• Assisting clients in integrating Brushfire widgets and checkout processes into their websites.

• Engaging in internal testing of new features prior to their release and offering structured feedback from a customer-oriented perspective.

• Participating in weekend support on-call rotations.

• Conducting online training sessions.

• Highlighting platform features and functionalities that are underutilized or have the potential for generating additional revenue.

• Basic graphic design abilities for tasks like image resizing and editing in Adobe Photoshop or a similar application.

• Offering on-site support and training for event check-in procedures.

• Assisting customers with the use and implementation of Brushfire mobile applications.

• Aiding in the training of new support team members.

⛳️ Requirements

• 4-5+ years of experience in SaaS customer support.

• A bachelor's degree is preferred (or equivalent experience in the industry).

• Demonstrated creative problem-solving skills and strong analytical abilities.

• Familiarity with Zendesk Support and/or HubSpot Service.

• Proficiency in Adobe Illustrator.

• A quiet and dedicated workspace at home during standard business hours.

• Alignment with our organization's core values.

🏝️ Benefits

• Comprehensive health insurance coverage (including medical, dental, vision, and life insurance).

• Company-sponsored retirement plans with matching contributions.

• Unlimited paid time off (PTO).

• Flexible work hours.