Support Specialist

Showpass•Medicine Hat, AB

9d•Hybrid

About The Position

At Showpass, we’re reigniting the joy of live experiences. We’re Canada’s fastest-growing event ticketing and live experience platform, powering everything from concerts and festivals to comedy shows, attractions, nightlife, and community events. But we’re not just a ticketing company. We help event organizers grow their businesses, bring new creators into the live events space, and build technology that performs in real-world, high-pressure environments where reliability matters. We’re proud to be recognized as: Canada’s Most Admired™ Corporate Cultures (2024 & 2025), CanadianSME Fastest Growing Company (2024), Deloitte Technology Fast 50 (#20, 2024).

Requirements

Working knowledge of financial reporting using Excel and Google Sheets
The desire to work in a challenging and fast-paced environment
Technically savvy and enthusiastic about AI, automation, and emerging tools, including hands-on experience with vibe-coding tools and AI-assisted workflows
Demonstrates strong technical aptitude and curiosity, with the ability to quickly learn and navigate product functionality
Comfortable troubleshooting issues, identifying root causes, and proactively leveraging AI and automation to improve processes and efficiency
Genuine interest in learning and responding to client and business needs
Strong organizational, project management, and process-oriented skills, with the ability to efficiently manage competing priorities
Excellent verbal and written communication skills
Delivers exceptional client and customer experiences through clear, professional communication and strong problem-solving skills
Anticipates potential challenges and resolves issues effectively, balancing accuracy with response efficiency
Must be empathetic and understanding of client/customer needs
Ability to maintain a calm, professional, and friendly attitude when dealing with clients and customers, especially in difficult situations

Nice To Haves

Post-secondary education is an asset
Experience in a customer/client-facing role is an asset
Experience managing hotlines and/or multi-channel customer support platforms (preferably Zendesk) is an asset
Experience working for a technology company in a B2B2C industry is an asset

Responsibilities

Monitor and respond to Showpass phone, live chat and online support system (Zendesk) for all customer (ticket buyer) and client (event organizer) inquiries
Create and moderate documents for event and client support info, including event updates, FAQs, cancellations/refund policies, etc.
Supports client onboarding and ongoing success by participating in calls, providing guidance, and representing the company in a professional, confident manner
Contributes to continuous improvement of support operations by enhancing the quality, consistency, and timeliness of responses
Work collaboratively with Client Success and Support teams to escalate issues for ticket buyers and event organizers
Provide feedback to Client Success and other teams to improve products, site usability and level of service
Participate in rotating on-call schedule as required
Other administrative duties as assigned