Product Support & Enablement Specialist

CultureSuite

1d • Remote

About The Position

CultureSuite is hiring a Product Support & Enablement Specialist to help clients across North America use its digital platform for arts, culture and entertainment organisations. The role combines client support with training and practical guidance, helping venue teams use the platform confidently and get the most from their websites.

The specialist will cover North American time zones, work closely with the European team through daily handovers, and take part in a shared 24/7 critical incident response process, including occasional out-of-hours alerts and follow-up. The role also supports clients as they add content to newly built websites and prepares them for launch.

This is a remote role for someone based in North America or South America who is authorised to work there. Occasional travel to client sites and team meetups in North America is required. CultureSuite offers platform training, potential growth paths in support, training, implementation or integrations, a laptop, pension programme participation, and flexible rescheduling of public holidays.

Requirements

• 1–3 years of experience in customer support, onboarding or training for a software product.
• Hands-on experience with a helpdesk platform such as Freshdesk, Zendesk, HubSpot Service or similar.
• Experience running training sessions or demos.
• Fluent written and spoken English.
• Based in North America or South America, with appropriate rights to work.
• Available during North American business hours, with regular daily overlap with colleagues in the UK and Netherlands.
• Willing to join an incident rota, with occasional out-of-hours involvement.
• Able to travel occasionally to client sites and team meetups in North America.
• Able to explain technical topics clearly and patiently to non-technical people.
• Calm and friendly manner when supporting clients who are having a difficult day.
• Organised and comfortable working independently with a queue of support work.
• Interested in learning tools in depth and teaching others how to use them.

Nice To Haves

• Experience in arts, culture or live events, especially with ticketing systems such as Tessitura, Spektrix, Tixly or Ovatic, or experience in a venue box office or marketing team.
• Awareness of HTML/CSS basics.
• Ability to speak Dutch or Spanish.

Responsibilities

• Own client support tickets from first response through resolution, solve issues where possible, keep clients updated in line with the SLA, and involve second-line specialists or R&D when needed.
• Participate in the shared 24/7 critical incident response process, including occasional out-of-hours alerts and follow-up.
• Run dashboard training sessions for new clients and refresher sessions for existing clients using the standard programme.
• Support clients as they add content to new websites so that the websites launch on time.
• Write and update help articles based on common client questions.
• Use AI tools where helpful to solve problems, improve documentation and work efficiently.
• Hand over to and pick up from the European team each day.

Benefits

• A small, collaborative team where work is visible and employees' voices are heard.
• Opportunity to help cultural organisations connect with their audiences digitally.
• Remote working, with opportunities to travel to client sites and team meetups.
• A laptop for work that can also be used privately.
• Participation in the pension programme.
• Flexible scheduling of public holidays as days off at other times.
• Training on the platform from the ground up.
• Potential growth paths in support, training, implementation or integrations.

What This Job Offers

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