Overview
Customer Support Specialist Jobs in United States at Sundayy
Title: Customer Support Specialist
Company: Sundayy
Location: United States
About The Company
Brushfire is a leading event management Software-as-a-Service platform dedicated to providing innovative ticketing and registration solutions for a diverse range of events worldwide. Our platform supports assigned seat ticketing, general admission, and comprehensive event support for concerts, conferences, camps, productions, plays, sports, and any gathering, whether in-person or virtual. Serving thousands of events daily across all continents, Brushfire caters to events ranging from small gatherings to large-scale productions with hundreds of thousands of attendees. As a small, agile, and fully remote team, we thrive on collaboration, innovation, and continuous improvement. Our mission is to facilitate successful events globally by delivering exceptional software and customer service, constantly evolving to meet the changing needs of our clients. We are committed to fostering a dynamic, inclusive, and supportive work environment where every team member can contribute to shaping the future of event management technology.
About The Role
We are seeking an experienced and enthusiastic Customer Support Specialist to join our dedicated support team. In this role, you will be the primary point of contact for our clients, assisting them with the day-to-day use of our platform, troubleshooting technical issues, and providing strategic guidance to optimize their event success. Your responsibilities will include supporting clients via email, phone, video meetings, and chat, as well as creating and managing events according to client requests and best practices. A key aspect of this position involves diagnosing and resolving technical problems related to event setup, payment processing, seating configurations, and third-party integrations such as CRMs, email platforms, and streaming services. You will also review event builds for accuracy, document bugs and feature requests, and support clients in embedding platform widgets into their websites. Additionally, you will participate in internal testing of new features, contribute to training initiatives, and support clients during event check-in using mobile apps. This role offers a full-time, remote working environment with occasional travel, providing a unique opportunity to impact the success of events worldwide through exceptional customer service and technical expertise.
Qualifications
- 4-5+ years of experience in SaaS support or related customer support roles
- Bachelor’s degree preferred or equivalent industry experience
- Proven creative problem-solving skills and strong analytical abilities
- Experience with Zendesk Support and/or HubSpot Service platforms
- Competency in Adobe Illustrator and basic graphic design skills
- Quiet and dedicated home workspace during business hours
- Excellent communication skills, both written and verbal
- Ability to work independently and collaboratively in a remote environment
- Alignment with organizational values of integrity, innovation, and customer focus
Responsibilities
- Providing support to clients via email, phone, video meetings, and chat, ensuring timely and effective resolution of issues
- Creating, editing, and managing events based on client requests and best practices
- Diagnosing and troubleshooting technical issues related to event setup, payment processing, seating configurations, and third-party integrations
- Interpreting and communicating data analytics to help clients optimize event performance
- Reviewing and quality-checking event builds for technical accuracy before launch, including seating maps, ticketing rules, and capacity logic
- Documenting bugs, platform behaviors, and feature requests with detailed technical information for escalation
- Supporting clients in embedding Brushfire widgets and checkout flows into their websites
- Participating in internal testing of new platform features and providing customer-centric feedback
- Supporting weekend on-call rotation to ensure continuous client support
- Facilitating online training sessions and promoting platform features to maximize client utilization and revenue opportunities
- Applying basic graphic design skills for image editing and resizing as needed
- Providing on-site support and training for event check-in using mobile apps
- Assisting with customer onboarding and supporting the implementation of Brushfire mobile applications
- Mentoring and training new support team members to ensure consistent service quality
Benefits
- Competitive starting salary of $62,000 per year, commensurate with experience
- Comprehensive health insurance coverage including medical, dental, vision, and life insurance
- Company-sponsored and matched retirement plans
- Unlimited paid time off (PTO) and flexible working hours
- Fully remote work environment promoting work-life balance
- Opportunities for professional growth and development
- Participation in company-wide in-person meetings held at least once a year
- Supportive and inclusive team culture with diverse backgrounds and perspectives
Equal Opportunity
Brushfire is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all employees and applicants are treated with respect and fairness. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by law. All employment decisions are made based on merit, competence, and qualifications.
