Customer Support Specialist

Ludus • Ada, MI

10d • Hybrid

About The Position

Ludus is a SaaS company that builds digital tools trusted by thousands of organizations of all sizes to power their event ticketing, marketing, fundraising, retail and registration needs. We are seeking a Customer Support Specialist to join our Customer Success team at Ludus. In this role, you’ll be the first point of contact for customers, providing support via live chat, email, and phone. You will use your experience with SaaS products to help customers navigate our platform, answer questions, and resolve issues efficiently, ensuring a smooth and positive experience for all users. If you are a proactive professional with SaaS customer support experience and a passion for delivering exceptional service, we want to hear from you.

Requirements

• Proven experience supporting SaaS products via chat, email, or phone, and the ability to quickly learn Ludus’s software, including its flexibility and customization for customers.
• Ability to think creatively and guide customers to maximize their use of Ludus.
• Proficient in written and verbal communication with customers via chat, email, phone, as well as creating help articles, videos, and other resources.
• Confidence to make decisions that benefit both customers and the team.
• Proactively learning to gain autonomy over the product.
• Efficiently managing multiple tasks, prioritizing customer support and key projects, and adapting to various roles within a small, collaborative team.
• Understanding of event or box office ticketing software in performing arts industry.

Nice To Haves

• 2+ years of customer service experience supporting SaaS products via chat, email, or phone.
• Familiarity with customer service software, such as Intercom/Zendesk, and the ability to quickly learn new platforms.
• Experience using Apple/Mac products, Jira and Slack

Responsibilities

• Respond promptly and professionally to customer inquiries via chat, email and phone
• Troubleshoot and resolve customer issues, escalating when necessary
• Provide accurate, up-to-date information on products and services
• Stay current on product knowledge to increase autonomy and efficiency
• Actively contribute to team goals and collaborative projects

Benefits

• Health Insurance (Medical, Vision, Dental) — Provided by Blue Cross Blue Shields and Guardian. Ludus covers 90% of the premium of our employees and 50% of all dependents.
• 401(k) matching — Full match on the first 5% contribution and 50% match on the next 5% of contribution (7.5% contribution match by Ludus if you contribute 10%).
• Profit Sharing and Stock Options — We believe in sharing our success and offer annual profit-sharing bonuses during profitable years, along with stock options that give employees a stake in our long-term growth and success.
• Personal Wellness — $50 monthly reimbursement that can be used on anything personal wellness related.
• Experience Credit — $100 yearly reimbursement toward concert tickets, theatre tickets, etc. to encourage shared experiences.
• Flexible Vacation Time — Hourly employees start with 12 days to use for vacation or personal time off. Time is added based on tenure.
• Sick Days — Ludus offers 72 hours of sick leave for hourly employees under the weather.
• Relocation assistance is available for qualified candidates.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed