Client Support Specialist

Volaris Group

2d • Remote

About The Position

As the first point of contact for Artifax users, you’ll support the people who make live events, exhibitions, education programmes, and creative work possible. You’ll help clients troubleshoot issues, understand workflows, and resolve challenges quickly so they can focus on delivering great experiences for their communities. If you’re curious, empathetic, and excited to grow your technical skills in a SaaS environment while supporting arts and culture organisations, this role offers the chance to make a real difference and develop your career at the same time. Artifax Software builds industry-leading event and venue management tools for the arts and culture sector. Our platform is used by performing arts centres, museums, festivals, universities, and cultural organisations around the world. We’re a remote-first, values-led team backed by the stability of Volaris Group, with a culture that’s collaborative, supportive, and always evolving through feedback. You’ll help clients across the US, Canada, and the UK use Artifax confidently and effectively. Through calls, tickets, and email, you’ll diagnose issues, guide users through solutions, and escalate more complex challenges to Product, Development, or Professional Services colleagues. You’ll be part of a collaborative team that shares insight, improves processes, and helps shape the overall client experience. This is a junior role, but not an entry-level one. It’s well-suited to someone early in their career with experience in customer support, arts administration, events coordination, or a similar client-facing environment - and who is eager to deepen their technical knowledge and problem-solving skills.

Requirements

• Experience in customer support, IT helpdesk, arts administration, events coordination, or another client-facing role
• Confidence learning new software tools and understanding how systems work
• Strong written and verbal communication skills
• A calm, empathetic approach to troubleshooting and problem-solving
• A genuine interest in supporting SaaS users and enhancing their experience

Nice To Haves

• familiarity with helpdesk platforms (Zendesk, Freshdesk, Jira Service Management) or experience in the arts & culture sector

Responsibilities

• Respond to client enquiries via calls, tickets, and email
• Troubleshoot and resolve common issues with clarity, care, and attention to detail
• Reproduce and test reported issues to identify root causes
• Escalate complex or technical issues to Product, Development, or Implementation teams
• Keep clients informed about timelines, progress, and outcomes
• Log all requests accurately and follow internal workflow and SLA standards
• Share trends, feedback, and insights internally to support product and process improvement
• Contribute to helpdesk documentation and client self-service resources

Benefits

• Work with inspiring cultural organisations across North America and the UK
• Be part of a supportive, values-driven, remote-first team
• Access full training and develop strong technical and professional skills
• Enjoy the stability of Volaris Group combined with the agility of a fast-growing business
• Benefit from a competitive salary and region-specific benefits designed to support your wellbeing

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees