• Support our customers through live chat, email, and video calls • Act as an extended branch of Customer Success by partnering with Customer Success Managers and building trusted relationships with our high tiered clients • Identify when to work with cross functional partners to drive retention by leveraging processes and analyzing data to share customer insights • Participate in the subject matter expert (SME) program to ensure a high level of knowledge is maintained and shared with our product team • Assist with escalated conversations to ensure we are providing the best support for all customers throughout all business hours • Answer questions through Zoom and Slack for teammates who need help • Mentor new team members as they navigate through the onboarding process and grow into more tenured roles • Lead by example in excelling at all individual team productivity and quality metrics and suggesting process improvements.

• Learn and apply Retention Sales and Customer Care concepts, procedures, and methodologies. • Perform entry-level sales and support tasks within a designated region or business area. • Respond to inbound customer inquiries via phone or ticketing systems, providing personalized and thoughtful communication. • Actively listen and ask questions to understand customer needs, showing empathy and respect. • Handle a variety of customer-facing duties, including: Addressing requests to disconnect or remove services, Providing billing and pricing information, Resolving standard issues remotely or educating customers on resolution steps, Scheduling service appointments when remote resolution isn’t possible, Arranging product returns or exchanges, Managing add/change/delete requests in hosted platforms. • Use effective telephone-based selling skills to: Build rapport and identify customer issues, Offer creative solutions and explain product/service benefits, Negotiate household spend and upsell additional services, Accurately and efficiently input orders. • Meet or exceed weekly and monthly sales activity goals. • Follow company-approved scripts to ensure consistent communication. • Assist with special projects as assigned.

Role 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 Benefits - Compensation for this role starts at $62,000 per year (commensurate with experience) - Comprehensive benefits including company-sponsored (and matched) retirement plans - Full health insurance coverage (medical, dental, vision, and life) - Unlimited PTO - Flexible hours - Remote work environment

• Respond promptly to all inbound inquiries via phone, email, WhatsApp, and social media • Provide clear, accurate, and helpful information to prospective parents • Understand parent needs and concerns, and share insights with internal teams • Maintain accurate records in Microsoft Dynamics CRM • Track and update inquiry data to support reporting and analysis • Collaborate with Admissions and Parent Engagement teams to meet enrollment goals • Assist parents in scheduling campus tours, trials, and events • Coordinate with campus teams to ensure a smooth visit experience • Assist with administrative tasks and ongoing projects • Contribute to improving processes and overall parent experience