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.
Nice-to-Haves
- Familiarity with Intercom, HubSpot, Notion, Slack, or similar tools.
- Interest in or experience with live events, music, sports, or ticketing.
- Experience working alongside AI tools or automation in a support context.
Compensation and Benefits
- Bonus + Equity
- 100% Remote with Hybrid Optional
- Paid Health Benefits ($0 Premiums)
- Dental, Vision, Life plans
- Open Vacation
- 401k (50% match up to 3%)
- Paid Equipment
- Education Stipend
- Paid Holidays & Birthdays Off
- Parental Leave
- Team Offsites / Events
- Ticket hookups!
Skills
Intercom, HubSpot, Notion, Slack, Customer Support, AI Tools
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