Fan Support Agent at Tixr
United States
<meta><h5 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.6;font-size:15pt;font-weight:600;letter-spacing:0px;margin-top:10px;margin-bottom:4px;padding-left:0px;"><b><strong style="white-space:pre-wrap;">The Opportunity</strong></b></h5><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="white-space:pre-wrap;">As a Fan Support Agent, you will be the first point of contact for fans reaching out with questions or issues related to their tickets, orders, and event experience. You will work primarily through our support platform (Intercom) alongside our AI support agent, resolving inquiries quickly and empathetically while knowing when to escalate more complex issues. This is a great opportunity for someone early in their support career to build a strong foundation in customer service, ticketing operations, and live event commerce, with room to grow within our Customer Success & Support organization.</span><br><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="white-space:pre-wrap;">This role works a </span><b><strong style="white-space:pre-wrap;">Tuesday–Saturday schedule</strong></b><span style="white-space:pre-wrap;"> to align with peak fan support demand around weekend events.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:0px;padding:0px;"><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:0px;padding:0px;"><br></p><h5 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.38;font-size:15pt;font-weight:600;letter-spacing:0px;margin-top:10px;margin-bottom:4px;padding-left:0px;"><b><strong style="white-space:pre-wrap;">Responsibilities</strong></b></h5><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><b><strong style="white-space:pre-wrap;">Fan-facing support</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Respond promptly and empathetically to fan inquiries across chat and email, primarily through Intercom.</span></li><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Troubleshoot common issues such as order confirmation problems, ticket delivery/access issues, account login problems, and refund or exchange requests.</span></li><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Guide fans through self-service tools and platform features to resolve issues efficiently.</span></li><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Maintain a friendly, professional, and fan-first tone in every interaction, reflecting Tixr's brand voice.</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><b><strong style="white-space:pre-wrap;">Day-to-day queue management</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Monitor and work assigned Intercom queues, meeting response and resolution time SLAs.</span></li><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Partner with our Fin AI support agent, reviewing and refining AI-suggested responses where appropriate.</span></li><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Accurately tag and categorize conversations to support reporting and quality tracking.</span></li><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Identify conversations that require escalation and route them to the appropriate team (Client Experience, Technical Solutions, or Support leadership) with clear context.</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><b><strong style="white-space:pre-wrap;">Collaboration with internal teams</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Flag recurring issues, content gaps, or confusing platform flows to leadership and product teams to help improve macros, help center content, Fin AI guidance, and our overall fan experience.</span></li><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Escalate account or client-level concerns to the Client Experience Manager or Technical Solutions Manager as needed.</span></li><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Work with the wider Client Success team to stay current on new features, policy changes, and event-specific support needs.</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><b><strong style="white-space:pre-wrap;">Operational excellence</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Maintain clear and accurate records of fan interactions within Intercom.</span></li><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Meet individual quality and productivity targets, including CSAT and response time goals.</span></li><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Support additional coverage needs during high-volume periods, including on-sale days and live events.</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:0px;padding:0px;"><br></p><h5 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.38;font-size:15pt;font-weight:600;letter-spacing:0px;margin-top:10px;margin-bottom:4px;padding-left:0px;"><b><strong style="white-space:pre-wrap;">Qualifications</strong></b></h5><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><b><strong style="white-space:pre-wrap;">Required</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">0–1 years of experience in customer service, support, or a related fan-facing role (internships and part-time experience count!)</span></li><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Excellent written communication skills with strong attention to detail</span></li><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">A calm, empathetic approach to problem-solving, even in high-volume or high-pressure moments</span></li><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Comfortable learning and working within new software tools and platforms</span></li><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Reliable, organized, and able to manage a queue of concurrent conversations</span></li><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Open to feedback, adaptable, and committed to continuous learning</span></li><li style="font-size:11pt;line-height:1.38;--listitem-marker---font-size:11pt;--listitem-marker-line-height:1.38;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Ability to work a Tuesday–Saturday schedule</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><b><strong style="white-space:pre-wrap;">Preferred</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Familiarity with Intercom, HubSpot, Notion, Slack, or similar tools</span></li><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Interest in or experience with live events, music, sports, or ticketing</span></li><li style="line-height:1.38;--listitem-marker-line-height:1.38;font-size:11pt;margin:3px 0px;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Experience working alongside AI tools or automation in a support context</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:4px 0px;padding:0px;"><span style="white-space:pre-wrap;">The ideal candidate is a fast learner with a genuine curiosity for solving fans' problems, a positive attitude, and a strong sense of ownership over the fan experience.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:0px;padding:0px;"><br></p><h5 style="font-family:"Basel Grotesk",Arial,sans-serif;line-height:1.38;font-size:15pt;font-weight:600;letter-spacing:0px;margin-top:10px;margin-bottom:4px;padding-left:0px;"><b><strong style="white-space:pre-wrap;">The Perks</strong></b></h5><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;"><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Bonus + Equity</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">100% Remote with Hybrid Optional</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Paid Health Benefits ($0 Premiums)</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Dental, Vision, Life plans </span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Open Vacation</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">401k (50% match up to 3%)</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Paid Equipment</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Education Stipend</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Paid Holidays & Birthdays Off</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Parental Leave</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Team Offsites / Events</span></li><li style="margin:0px;font-size:11pt;line-height:1.38;--listitem-marker-margin-top:0px;--listitem-marker-margin-bottom:0px;--listitem-marker---font-size:11pt;--listitem-marker---line-height:1.38;--listitem-marker-line-height:1.38;letter-spacing:0.25px;"><span style="white-space:pre-wrap;">Ticket hookups!</span></li></ul><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:0px;padding:0px;"><br><br></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:0px;padding:0px;"><span style="font-size:10.5pt;white-space:pre-wrap;">Tixr is the largest, fastest-growing, privately-held primary ticketing and live event commerce marketplace in the world. We're a California born and bred company that's still founder owned and led to this day, and we support a global client base with staff throughout the US, Canada, and UK. We exclusively power 500 of the most respected live entertainment brands in 40 countries including Wynn Nightlife, Riot Fest, Acura Grand Prix of Long Beach, Riot Games Arena, Luke Bryan’s Crash My Playa, Sturgis Buffalo Chip, Lightning in a Bottle, Portland Trail Blazers’ New G League Affiliate Rip City Remix, among many others.</span></p><p style="font-family:"Basel Grotesk",Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.38;letter-spacing:0.25px;margin:0px;padding:0px;"><br></p>
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