Customer Service

Thirteenth Floor Entertainment Group • Denver, CO

1d • $16 - $16 • Remote

About The Position

As a Part-Time Customer Service team member, you will serve as a key point of contact for guests by helping answer questions, resolve concerns, and support bookings across multiple communication channels. This year-round role is ideal for someone who is responsive, empathetic, organized, and comfortable delivering a high level of service in a fast-paced remote environment. Thirteenth Floor Entertainment Group is the nation's leading creator of immersive, story-driven entertainment—and proudly the world's largest operator of Halloween attractions. With eighteen markets spanning Florida to California and millions of guests thrilled each year, we don't just produce events. We redefine what's possible. Headquartered in Denver and powered by a team of fearless creators, we've built a culture where curiosity, collaboration, and a relentless drive to go beyond expectations are the standard—not the exception. When you join Thirteenth Floor, you're not just taking a job. You're stepping into the magic behind the screams.

Requirements

• Strong written and verbal communication skills in English.
• Ability to manage multiple conversations and requests at the same time while maintaining accuracy and professionalism.
• Comfort using Microsoft Office, Google Workspace, and customer support or ticketing platforms; Zendesk experience is a plus.
• Strong problem-solving skills, sound judgment, and a calm, guest-focused approach.
• A collaborative, self-directed work style with strong organization and follow-through.

Nice To Haves

• Customer service experience in a fast-paced environment is preferred.
• Experience with ticketing systems such as Tixr, Ticketure, TicketSocket, Live Nation, AXS, or similar platforms is helpful.
• Interest in live events, haunted attractions, or immersive entertainment is a plus.

Responsibilities

• Respond to guest inquiries across email, chat, social media, and other support channels in a timely and professional manner.
• Help guests with bookings, ticket upgrades, date changes, refunds, exchanges, and other account or purchase-related questions.
• Resolve guest concerns by identifying the issue, communicating clearly, and helping move each interaction toward a positive resolution.
• Provide accurate information about attractions, events, products, services, and policies using approved tools and resources.
• Support secure collection and handling of payment details and other guest information in accordance with company procedures.
• Help create a positive guest experience by showing empathy, professionalism, and strong follow-through in every interaction.
• Partner with internal teams when guest needs require additional support or escalation.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed