Support Specialist (Customer/Client Success)

Showpass; Calgary; On-site; CAD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation and performance bonus

Employee Stock Option Plan

Unlimited PTO

Daily breakfast & lunch from in-house Chef

Comprehensive benefits plan

Annual Learning & Development allowance

Quarterly team bonding

Insider Pass event credits

Dog-friendly office environment

Job summary

Showpass in Calgary, AB, is looking for a Support Specialist to enhance customer success in the live events space. This role involves responding to inquiries, creating support documentation, and collaborating with clients to improve their experience.

The ideal candidate will have strong communication skills, experience in customer support, and technical abilities. Excellent benefits include an employee stock option plan, unlimited PTO, and a dog-friendly office.

Qualifications

• Experience in a customer/client-facing role is an asset.
• Experience managing hotlines and/or multi-channel customer support platforms.
• Demonstrates strong technical aptitude and curiosity.

Responsibilities

• Monitor and respond to customer inquiries via phone, chat, and online support.
• Create and moderate support documents like FAQs and policies.
• Support client onboarding and ongoing success through guidance and representation.
• Collaborate with teams to escalate issues for ticket buyers and event organizers.

Skills

Customer/client-facing role experience

Zendesk or multi-channel support experience

Technical aptitude and curiosity

Strong communication skills

Organizational and project management skills

Education

Post-secondary education

Tools

Excel

Google Sheets

Job description

About Showpass

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)

The Role

Support Specialist (Customer/Client Success)

Work Hours. The first month in the role will be working regular office hours (9:00 am - 5:30 pm including a 30 minute lunch break) for training/onboarding. After the first month, the hours would be as follows (including a 30 minute lunch break each day):

• Monday 9:30 am - 6:00 pm (in office)
• Tuesday 10:30 am - 7:00 pm (in office)
• Wednesday 10:30 am - 7:00 pm (in office)
• Thursday 9:30 am - 6:00 pm (in office)
• Friday - off
• Saturday - off
• Sunday 9:30 am - 6:00 pm (work from home)

Location: Calgary, AB

The 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.
• Support client onboarding and ongoing success by participating in calls, providing guidance, and representing the company in a professional, confident manner
• Contribute 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

The Qualifications

• 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
• 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
• Must be available for evening and weekend on-site support

Why join Showpass

We’re not just another ticketing company - we’re building the next generation of event tech. In addition, you’ll get some amazing benefits:

• Competitive compensation and performance bonus
• Employee Stock Option Plan
• Unlimited PTO
• Daily breakfast & lunch from our in-house Chef
• Comprehensive benefits plan (incl. generous health & wellness spending account)
• Annual Learning & Development allowance & monthly “Curiosity Talks”
• Quarterly team bonding & annual hackathon
• Insider Pass event credits to experience the live events we power
• Dog-friendly office environment

Showpass is committed to employment equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals. We thank all interested applicants; however, only qualified applicants selected for an interview will be contacted.