Customer Support Representative – Event Planning & Event Technology (US Evening & Weekend Hours)

EventCreate; United States; On-site; USD 42,000 - 54,000; Full time

Job summary

EventCreate is a leading event management software platform driving how event planning, coordination, and production come to life. We empower event professionals to create seamless virtual, in-person, and hybrid experiences.

We are seeking a proactive Customer Support Representative who will be the first point of contact for customers, helping them navigate registration, websites, ticketing, and marketing features.

Qualifications

• 1–2 years of experience in customer support in SaaS or tech.
• Strong problem-solving and communication skills.
• Ability to simplify technical concepts for customers.
• Empathetic, solutions-oriented approach with a customer-first mindset.
• Experience with Zendesk, Intercom, or similar support tools.
• Excellent written and verbal communication.
• Team-oriented with strong organizational skills.

Responsibilities

• Respond to customer inquiries via chat, email, and phone, providing professional and timely assistance.
• Troubleshoot technical and non-technical issues customers face while using our event management platform.
• Support customers with event registration, websites, ticketing, and marketing features.
• Educate customers on event planning best practices, product features, and workflows, empowering them to use the platform effectively.
• Collaborate with internal teams (engineering, product, and sales) to escalate complex issues and resolve customer concerns.
• Document customer interactions, issues, and resolutions accurately in the support system.
• Proactively identify customer pain points and share feedback with product teams to enhance the event planning experience.
• Assist in the creation and maintenance of knowledge base articles, FAQs, and onboarding resources.
• Support new customer onboarding and training to drive adoption of our event management software.

Skills

Customer support

SaaS experience

Problem solving

Communication skills

Zendesk/Intercom experience

Multitasking

Tools

Zendesk

Intercom

Job description

EventCreate is a leading event management software platform transforming how event planning, event coordination, and event production come to life. Our event technology empowers event planners, event marketers, and organizations to create seamless virtual events, in-person events, and hybrid event experiences. We pride ourselves on delivering exceptional value through cutting-edge event planning tools, event analytics, and dedicated event support. As part of our team, you'll help event professionals, meeting planners, and event coordinators maximize our platform to create unforgettable events.

Role Overview:

We're seeking a proactive and empathetic Customer Support Representative to join our growing team. You'll serve as the first point of contact for our customers, assisting them in navigating and troubleshooting our event management platform. You'll help customers with event registration, event ticketing, event websites, and event marketing tools, ensuring a smooth, successful experience with our event software.

Responsibilities:

• Respond to customer inquiries via chat, email, and phone, providing professional and timely assistance
• Troubleshoot technical and non technical issues customers face while using our event planning platform
• Support customers with event registration, event websites, ticketing, and event marketing features
• Educate customers on event planning best practices, product features, and workflows, empowering them to use the platform effectively
• Collaborate with internal teams (engineering, product, and sales) to **escalate** complex issues and resolve customer concerns
• Document customer interactions, issues, and resolutions accurately in the support system
• Proactively identify customer pain points and share feedback with product teams to enhance the event planning experience
• Assist in the creation and maintenance of knowledge base articles, FAQs, and event planning onboarding resources
• Support new customer onboarding and training to drive adoption of our event management software

What You'll Bring:

• 1-2 years of experience in customer support, preferably in a SaaS or tech driven environment
• Strong understanding of customer service workflows and problem solving
• Excellent communication skills (written and verbal) with the ability to simplify technical concepts
• Customer first mindset with an empathetic, solutions oriented approach
• Proficiency in support tools such as Zendesk, Intercom, or similar platforms
• Strong organizational skills, attention to detail, and ability to multitask
• A collaborative, team player mentality with a passion for problem solving

Bonus Points If You Have:

• Hands on experience in event planning, event coordination, or event management (conferences, corporate events, trade shows, weddings, or hybrid events)
• Experience using event management tools, event registration platforms, or event ticketing software
• Previous experience in B2B SaaS customer support
• Familiarity with APIs, integrations, or technical troubleshooting processes
• Multilingual abilities to support global customers