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Customer Support Representative
Humanitix
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You will be joining the Success Team, who are the humans responsible for ensuring event hosts are always having a good time.
Why us?
Help us drive impact in:
The opportunity:
Why you might love this opp:
The mission of the Success Team is to make a host's experience of Humanitix - and their events - a success. Our event hosts love using Humanitix to run their events not only because we have a great product, but also because of the outstanding customer experience we deliver that’s unlike any other. As part of the Success Team at Humanitix, you'll help build and entrench this reputation.
You’ll love this role if:
- You want to build a career in customer support / technical solutions.
- You are a people person - approachable, a good listener, empathetic, and you love helping others.
- You love seeing customers succeed and genuinely want them to have a happy experience.
- You are passionate about live events and social change and eager to share that passion with others.
- You can learn on-the-fly and embrace the guidelines and processes behind Humanitix’s unique style of service.
What's involved:
What you’ll do (your day-to-day):
- Be the go-to tech expert for our customers, troubleshooting issues, providing clear, friendly guidance and escalating complex issues when needed.
- Serve as Humanitix’s brand ambassador for event hosts and guests, giving them a warm and human experience.
- Respond to inquiries through multiple channels and tools (phone, email, livechat, video calls) - because great support meets customers where they are.
- Identify patterns and trends from event hosts' feedback while using them as a foundation to contribute to future product improvements.
- Create and update help articles and FAQs to make life easier for our customers.
- Be a ‘social + cultural hero’ within the Humanitix team. We’re a bunch of weirdos - at least we try to be - so bring yourself and help contribute to a positive, engaging team culture.
Key criteria:
Skills we’re looking for:
The ideal candidate will bring to the table:
- 1+ years of customer support or tech support experience (or a strong willingness to learn).
- Tech-savvy mindset and problem-solving skills with a "figure it out" attitude - comfortable troubleshooting software, hardware, and integrations.
- Strong verbal & written communication skills, resilience and the ability to genuinely empathise with customers and explain complex things in simple, human terms.
- Ability to deliver excellent customer experiences in any environment and to be invigorated by constant personal interaction.
- Patience, empathy, and the ability to keep your cool under pressure and dissolve tension in crisis (de-escalating conflict situations, active listening and keeping customers happy when things go wrong).
- Excellent collaboration skills, including confidence to escalate problems and ask your colleagues for help.
- Agility to learn and adopt new products, features and tools with a genuine interest in technology.
- A curious mindset, a proactive nature, and a great work ethic. We all love working at Humanitix and are dedicated to seeing this beautiful thing grow, as we grow alongside our mission.
How to apply:
In addition to your resume, please submit a short cover letter. Let your personality shine through in the cover letter and help us learn why you want to help empower the team, hosts and customers. What else are you passionate about? What about this job attracts you? Why will Humanitix change the world?
*Note as a registered PBI Charity Humanitix staff benefit from tax concessions.
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