Customer Success & Fan Support

Our customer support team is responsible for ensuring that our customers have a positive experience when using our ticketing platform

Responsibilities

• Assist producers with technical questions related to the use of our platform
• Provide fast and efficient support to fans, addressing any inquiries, concerns and requests through various channels such as email, chat and phone
• Act as a trusted advisor to users, guiding and onboarding new producers to ensure they derive maximum value from our platform
• Collaborate closely with other teams, including Sales and Product, to identify and communicate user feedback, product enhancements and process improvements
• Monitor platform performance, identifying and escalating any technical issues or bugs to the relevant teams for resolution
• Continuously improve product knowledge and stay up-to-date with the latest features and updates to effectively support our users
• Contribute to the development of our support resources, such as FAQs, knowledge base articles and tutorials

Qualifications

• Excellent verbal and written communication skill in both English and Hebrew
• Proven experience in a customer support role, preferably within a SaaS or technology company
• Strong problem solving and analytical skills, with the ability to troubleshoot and resolve technical issues independently
• Empathetic and patient approach, with a genuine passion for helping customers achieve their goals
• Ability to adapt and thrive in a fast-[paced, dynamic environment, managing multiple priorities effectively
• Familiarity with ticketing platforms or the entertainment industry is an advantage
• Experience with CRM systems and support tools is an advantage