Customer Support Specialist - Experienced

Brushfire•Fort Worth, TX

4d•Remote

About The Position

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.

Requirements

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

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