Fan Support Agent

Tixr•Santa Monica, CA

11d•Remote

About The Position

As a Fan Support Agent, you will be the first point of contact for fans reaching out with questions or issues related to their tickets, orders, and event experience. You will work primarily through our support platform (Intercom) alongside our AI support agent, resolving inquiries quickly and empathetically while knowing when to escalate more complex issues. This is a great opportunity for someone early in their support career to build a strong foundation in customer service, ticketing operations, and live event commerce, with room to grow within our Customer Success & Support organization. This role works a Tuesday–Saturday schedule to align with peak fan support demand around weekend events.

Requirements

0–1 years of experience in customer service, support, or a related fan-facing role (internships and part-time experience count!)
Excellent written communication skills with strong attention to detail
A calm, empathetic approach to problem-solving, even in high-volume or high-pressure moments
Comfortable learning and working within new software tools and platforms
Reliable, organized, and able to manage a queue of concurrent conversations
Open to feedback, adaptable, and committed to continuous learning
Ability to work a Tuesday–Saturday schedule

Nice To Haves

Familiarity with Intercom, HubSpot, Notion, Slack, or similar tools
Interest in or experience with live events, music, sports, or ticketing
Experience working alongside AI tools or automation in a support context
The ideal candidate is a fast learner with a genuine curiosity for solving fans' problems, a positive attitude, and a strong sense of ownership over the fan experience.

Responsibilities

Respond promptly and empathetically to fan inquiries across chat and email, primarily through Intercom.
Troubleshoot common issues such as order confirmation problems, ticket delivery/access issues, account login problems, and refund or exchange requests.
Guide fans through self-service tools and platform features to resolve issues efficiently.
Maintain a friendly, professional, and fan-first tone in every interaction, reflecting Tixr's brand voice.
Monitor and work assigned Intercom queues, meeting response and resolution time SLAs.
Partner with our Fin AI support agent, reviewing and refining AI-suggested responses where appropriate.
Accurately tag and categorize conversations to support reporting and quality tracking.
Identify conversations that require escalation and route them to the appropriate team (Client Experience, Technical Solutions, or Support leadership) with clear context.
Flag recurring issues, content gaps, or confusing platform flows to leadership and product teams to help improve macros, help center content, Fin AI guidance, and our overall fan experience.
Escalate account or client-level concerns to the Client Experience Manager or Technical Solutions Manager as needed.
Work with the wider Client Success team to stay current on new features, policy changes, and event-specific support needs.
Maintain clear and accurate records of fan interactions within Intercom.
Meet individual quality and productivity targets, including CSAT and response time goals.
Support additional coverage needs during high-volume periods, including on-sale days and live events.