Fan Support Agent

Job description

The Opportunity 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. This role works a Tuesday–Saturday schedule to align with peak fan support demand around weekend events. Responsibilities Fan-facing support 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, reflecting Tixr's brand voice. Day-to-day queue management 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 (Client Experience, Technical Solutions, or Support leadership) with clear context. Collaboration with internal teams 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. 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. Operational excellence 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. Qualifications Required A bachelor's degree in Business or a related field 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 Preferred 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 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. The Perks Salary Range: Competitive, paid hourly 100% Remote Okay with Hybrid Optional Paid Health benefits Dental, Vision, Life Plans Flexible Vacation 401k (50% Match up to 3%) Education Stipend Paid Holidays & Birthdays Off Parental Leave Ticket Hookups! 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. About Tixr Tixr is the world's largest, fastest-growing privately-held primary ticketing and live event commerce marketplace, headquartered in Santa Monica, CA. Born from a fan-focused frame of mind, our technology empowers large-scale events, music venues, and sports properties with modern, innovative solutions to their highly complex ticketing and e-commerce needs. Our unified commerce platform supports all types of events — from festivals to global arena tours — with an almost limitless suite of commerce offerings beyond admission tickets. We are a founder-owned and led company with staff throughout the US, Canada, and UK, exclusively powering 500 of the most respected live entertainment brands in 40 countries — including Riot Fest, Acura Grand Prix of Long Beach, San Jose Earthquakes, Houston Dynamo, Sturgis Buffalo Chip, Lightning in a Bottle, and many more.