Fan Support Agent (Ticketing)

TL;DR

Fan Support Agent (Ticketing): Providing first-point-of-contact support for fans regarding tickets and orders using Intercom and AI tools with an accent on empathetic communication and efficient resolution. Focus on troubleshooting order issues, managing support queues, and collaborating with product teams to improve the fan experience.

Location: Must be based in the US (Remote or Hybrid in Santa Monica, CA)

Company

hirify.global is a modern unified commerce platform transforming the ticket buying experience for large-scale events, music venues, and sports properties.

What you will do

• Respond to fan inquiries via chat and email using Intercom.
• Troubleshoot ticket delivery, account access, and refund requests.
• Collaborate with the AI support agent to refine and resolve inquiries.
• Categorize conversations and escalate complex issues to technical or leadership teams.
• Provide feedback to product teams to improve help center content and platform flows.
• Maintain high CSAT scores and meet response time SLAs.

Requirements

• 0–1 years of experience in customer service or fan-facing roles.
• Ability to work a Tuesday–Saturday schedule.
• Excellent written communication skills and attention to detail.
• Proficiency in learning new software tools and platforms.
• Empathetic approach to problem-solving in high-pressure environments.

Nice to have

• Experience with Intercom, HubSpot, Notion, or Slack.
• Interest in live events, music, sports, or ticketing.
• Experience working with AI automation in a support context.

Culture & Benefits

• Bonus and equity options.
• Paid health, dental, vision, and life insurance with $0 premiums.
• 401k with 50% match up to 3%.
• Open vacation policy and paid holidays/birthdays off.
• Education stipend and paid equipment.
• Remote-first culture with optional hybrid setup and team offsites.