Americas Customer Support (contractor, remote)

Application deadline: Monday 24th November

Please note this is a part-time, remote contractor role as follows:

Shifts available:

12 PM–6 PM Eastern Time UTC-5 Monday - Friday

OR

 2 PM–6 PM Eastern Time UTC-5 Monday - Friday

(applicants must be based between UTC-3 and UTC-6)

Rate: £13.85 3 months probation, then £15.28/hr + bonuses

Location: Remote (Must be in a country where the local timezone is between UTC -3 to UTC -6, we cannot accept applications outside of this timezone)

About Us

Ticket Tailor is committed to empowering a diverse range of event creators through simple and affordable ticketing. But that’s not all – we’re also on a mission to make sure that every single ticket sold has a positive impact on all stakeholders – our team, our planet and the communities we operate in. We call this "Growth on Purpose" and are proud to be a certified B Corp, officially putting business for good at the centre of everything we do.

Last year, over 10 million orders were placed through the Ticket Tailor platform, for all types of events from art installations to water parks. We have a world-class NPS score, and pride ourselves in building a simple platform built with a customer-first mindset.

We're a fully independent, profitable, and bootstrapped company meaning we don’t have to answer to anyone except ourselves and our customers, allowing us to scale the company sustainably and with soul.

About The Role
As a customer support agent, you’ll be working with our remote team to deliver world class support to our users. We pride ourselves on giving Ticket Tailor customers a fast and helpful experience through our help centre, which is powered by Intercom. You'll be interacting through email and live chat, assisted by internal AI tools, to make sure every customer question is answered in-line with our strong service values.

The main responsibilities of the role are:

- Respond to sales and support queries via email, live chat, and social media
- Become an expert on our product and how our users engage with it
- Communicate effectively, positively, and in a manner in-keeping with our fundamental values
- Work closely with our Customer Support Manager to ensure consistency and appropriate escalation.

Full training will be provided. Note that training may take place at a time outside of your working hours. You’ll be compensated for this time accordingly.

Helpful skills and experience

• Ability to write clearly, in flawless fluent English
• Experience working in a customer facing environment
• Use of helpdesk tools such as Intercom, Zendesk or other live chat platforms
• Excellent communication skills
• Very strong attention to detail
• Events or ticketing experience would be great, but not essential

This role will suit you if…

🐝 You enjoy working in a small, collaborative team

🥰 You value the importance of great customer service

❓ You're a natural problem solver

🤝 You're naturally empathetic and enjoy interacting with people

What we're offering

• The chance to work wherever you like
• Training and mentoring by a well-established, highly efficient team where you can learn quickly
• Opportunity to work in a small business and get involved in more than just support
• After 3 months option of a long-term contract, and entry into profit share bonus scheme

The Process

1. A short discovery interview to learn more about you (20-30 min remote video call)

2. A written test done in your own time

3. An interview with two team members to cover more about your experience (1 hour remote video call)

Diversity & Inclusion

At Ticket Tailor, we’re passionate about creating a diverse and inclusive environment where people can thrive, be inspired, and feel comfortable to be themselves.

As a Certified B-Corp, we lead from the front, and with purpose, to disrupt the ticketing industry while ensuring we accommodate and celebrate people of all backgrounds along the way.

We believe that diverse teams enable us to have different perspectives and points of view, makin