Tixr1mo ago

Fan Support Agent

Serve as the first point of contact for fans with ticket, order, and event issues, primarily via Intercom chat/email alongside an AI agent. Troubleshoot common problems, escalate complex cases, and collaborate with teams to improve the fan experience. Requires 0-1 years customer service experience and a Tuesday-Saturday schedule.

About the job

Responsibilities

Respond promptly and empathetically to fan inquiries across chat and email, primarily through Intercom.
Troubleshoot common issues such as order confirmation problems, ticket delivery/access issues, account login problems, and refund or exchange requests.
Guide fans through self-service tools and platform features to resolve issues efficiently.
Maintain a friendly, professional, and fan-first tone in every interaction.
Monitor and work assigned Intercom queues, meeting response and resolution time SLAs.
Partner with our Fin AI support agent, reviewing and refining AI-suggested responses where appropriate.
Accurately tag and categorize conversations to support reporting and quality tracking.
Identify conversations that require escalation and route them to the appropriate team with clear context.
Flag recurring issues, content gaps, or confusing platform flows to leadership and product teams.
Escalate account or client-level concerns to the Client Experience Manager or Technical Solutions Manager as needed.
Work with the wider Client Success team to stay current on new features, policy changes, and event-specific support needs.
Maintain clear and accurate records of fan interactions within Intercom.
Meet individual quality and productivity targets, including CSAT and response time goals.
Support additional coverage needs during high-volume periods, including on-sale days and live events.

Requirements

0–1 years of experience in customer service, support, or a related fan-facing role (internships and part-time experience count).
Excellent written communication skills with strong attention to detail.
A calm, empathetic approach to problem-solving, even in high-volume or high-pressure moments.
Comfortable learning and working within new software tools and platforms.
Reliable, organized, and able to manage a queue of concurrent conversations.
Open to feedback, adaptable, and committed to continuous learning.
Ability to work a Tuesday–Saturday schedule.