Customer Support Specialist

About the Role

As a Customer Service Representative you’ll be the voice of Xceed to our users. You’ll provide fast, empathetic and effective support to people who are purchasing, managing or attending events through our platform. You’ll help solve problems, clarify doubts and ensure every Xceed user feels heard and supported.

Bilingual in English and Italian, you’re comfortable in customer support tools, adaptable under pressure and highly collaborative. You’re curious, analytical and always looking for ways to deliver better service and smarter solutions.

We don’t expect you to follow a 9-to-5, but we do need someone who is fully present during the high-energy hours our users need us most: primarily evenings and weekends.

What Will You Do

• Respond to user inquiries: Handle incoming messages via email, live chat and social media, resolving questions about ticket purchases, payments, cancellations and event details.
• Troubleshoot: Assist users with technical issues related to the Xceed app or website (e.g., login problems, ticket retrieval, payment errors).
• B2B support: Handle basic inquiries from event organizers and venues (our B2B users), offering clear solutions when possible or forwarding more complex cases to the appropriate internal team.
• Work evening and weekend shifts: Provide support during evenings (typically 9 PM to 1 AM) and weekends when most of our events take place.
• Resolve issues: Collaborate with internal teams (ops, product or finance) to resolve user issues effectively and in a timely manner.
• Collect feedback: Identify recurring user pain points and relay actionable feedback to the product and operations teams.
• Maintain knowledge base: Help update and improve our help center articles and user guides to reduce friction and increase self-service support.

The Skills You Bring

• A problem-solver with a proactive mindset and a love for helping others.
• A fluent communicator in English and Italian (bonus points for French or German).
• Tech-savvy and comfortable using customer support platforms (e.g., Zendesk, Intercom).
• Experience or passion for nightlife, live events or the entertainment industry.
• Comfortable working flexible hours including late evenings and weekends.
• Detail‑oriented, analytical and eager to continuously improve the customer experience.

How We Support You

We believe in a culture that supports your best work and your best life.

• Unlimited Paid Time Off
• Flexible Working Hours
• Unlimited Remote Work
• Workation: work from anywhere as long as it aligns with your team's dynamics.
• Access to learning platforms (Codely, Coursera, MasterClass) and dedicated time for personal development.
• Team-building activities and meet-and-greet events.
• Go Out Free passes to XCEED partner events to experience what our users do.
• Referral Program to help us find incredible talent.

Who We Are

From clubs to festivals, concerts to cultural movements, XCEED is where people come together through music, art and shared experiences. We believe unforgettable nights don’t just entertain; they shape culture, bring communities together and define local scenes.

XCEED is the platform behind the best nights out, empowering event organizers to manage ticketing, marketing and audience insights while helping fans discover their next unforgettable experience—all in one place. We are creators and challengers who refuse to watch from the sidelines. Every day is a chance to rethink, rebuild and push further. We celebrate success and embrace smart risks and deep ownership because shaping the future isn’t for the passive.

Since 2009, we’ve been bridging the gap between the digital and physical, enhancing real moments with seamless technology. Today, as one of the Financial Times Fastest Growing Companies in Europe 2025, XCEED powers events in 350 cities across 25 countries, developing in collaboration with leading venues, festivals and organizers across four continents.

What Sets Us Apart

• We’re a growing dynamic company with an international and remote team where you will have a big impact in any role.
• We celebrate diversity and ensure everyone feels valued and has fair opportunities.
• We constantly experiment with new solutions and encourage new ideas, challenging the status quo.
• We believe in a culture where you can be yourself, do great work and have a lot of fun along the way.

Application Process

• HR Call
• Offline Assessment
• Line Manager Call / Live Assessment
• Stakeholder Call (Team/C-suite)
• Reference Check

At XCEED we are proud to be an equal opportunity workplace and employer. We review applications for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status or medical condition.

Employment Type: Employee

Experience: years

Vacancy: 1

Yearly Salary: 20000 - 25000