Support Specialist
Mentions hands-on experience with vibe-coding tools and AI-assisted workflows — expects using AI and automation to improve support and processes.
About the Role
The Support Specialist will manage multi-channel customer and client inquiries for a live events ticketing platform, delivering timely, empathetic support and contributing to onboarding, escalation, and continuous improvement of support operations. The role focuses on troubleshooting, using AI and automation tools, and collaborating with Client Success to improve product and service quality.
Job Description
Role
Support Specialist responsible for monitoring and responding to customer (ticket buyer) and client (event organizer) inquiries across phone, live chat and the online support system. The role supports client onboarding, represents the company professionally on calls, escalates issues as needed, and contributes to improving support quality and processes.
Work Hours & Location
- Location: Calgary, AB
- Training/onboarding: first month during regular office hours (9:00 am - 5:30 pm).
- Ongoing weekly schedule (includes a 30-minute lunch):
- Monday 9:30 am - 6:00 pm (in office)
- Tuesday 10:30 am - 7:00 pm (in office)
- Wednesday 10:30 am - 7:00 pm (in office)
- Thursday 9:30 am - 6:00 pm (in office)
- Friday: off
- Saturday: off
- Sunday 9:30 am - 6:00 pm (work from home)
- Must be available for evening and weekend on-site support and participate in rotating on-call schedules as required.
Key Responsibilities
- Monitor and respond to phone, live chat and Zendesk for customer and client inquiries.
- Create and maintain documents for event and client support (event updates, FAQs, cancellations/refund policies).
- Support client onboarding and ongoing success via calls and guidance.
- Escalate technical or account issues to Client Success and Support teams.
- Provide feedback to improve product usability and service levels.
- Contribute to continuous improvement of support operations (quality, consistency, timeliness).
- Participate in rotating on-call schedule and perform other administrative duties as assigned.
Requirements
- Post-secondary education is an asset.
- Experience in customer/client-facing roles is an asset; experience managing hotlines or multi-channel support platforms (preferably Zendesk) is an asset.
- Experience in a technology company in a B2B2C industry is an asset.
- Working knowledge of financial reporting using Excel and Google Sheets.
- Technically savvy with enthusiasm for AI, automation, and emerging tools, including hands-on experience with vibe-coding tools and AI-assisted workflows.
- Strong technical aptitude and curiosity; able to quickly learn product functionality.
- Comfortable troubleshooting, identifying root causes, and leveraging AI/automation to improve processes.
- Strong organizational, project management, and process-oriented skills; able to manage competing priorities.
- Excellent verbal and written communication; empathetic and calm under pressure.
Benefits
- Competitive compensation and performance bonus
- Employee Stock Option Plan
- Unlimited PTO
- Daily breakfast & lunch from in-house Chef
- Comprehensive benefits plan (including health & wellness spending account)
- Annual Learning & Development allowance & monthly “Curiosity Talks”
- Quarterly team bonding & annual hackathon
- Insider Pass event credits
- Dog-friendly office environment
Application
- Application deadline: Friday, May 29 at 9:00 am MDT.