Fan Support Specialist — Remote (Entry‑Level)

Tixr; Santa Monica (CA); Remote; USD 42,000 - 62,000; Full time

Benefits offered by this job

Bonus + Equity

100% Remote with Hybrid Optional

Paid Health Benefits ($0 Premiums)

Open Vacation

401k (50% match up to 3%)

Paid Equipment

Education Stipend

Paid Holidays & Birthdays Off

Team Offsites / Events

Job summary

Tixr is seeking a Fan Support Agent to be the first line of help for fans, handling ticketing questions and event experiences via Intercom and AI-assisted tools. You’ll resolve inquiries with empathy, document interactions, and escalate complex issues as needed.

The role follows a Tuesday–Saturday schedule, supports live events, and offers a comprehensive benefits package with remote-optional work and ongoing training within the Customer Success & Support team.

Qualifications

• 0–1 years of experience in customer service, support, or a related fan-facing role (internships and part-time experience count)
• Excellent written communication skills with strong attention to detail
• A calm, empathetic approach to problem-solving, even in high-volume or high-pressure moments
• Comfortable learning and working within new software tools and platforms
• Reliable, organized, and able to manage a queue of concurrent conversations
• Open to feedback, adaptable, and committed to continuous learning
• Ability to work a Tuesday–Saturday schedule

Responsibilities

• Fan-facing support: respond promptly to fan inquiries via Intercom and email
• Troubleshoot order confirmation, ticket delivery/access, login, refunds, exchanges
• Guide fans through self-service tools and platform features
• Maintain a fan-first tone reflecting Tixr's brand voice
• Monitor Intercom queues and meet SLAs
• Collaborate with Fin AI support for improved responses
• Tag and categorize conversations for reporting
• Escalate to Client Experience/Technical Solutions when needed
• Collaborate with internal teams to improve content and flows
• Escalate account or client-level concerns to leadership

Skills

Customer service

Written communication

Empathy

Problem-solving

Learning new tools

Queue management

Team collaboration

Tools

Intercom

HubSpot

Notion

Slack

Job description

Tixr is seeking a Fan Support Agent to be the first line of help for fans, handling ticketing questions and event experiences via Intercom and AI-assisted tools. You’ll resolve inquiries with empathy, document interactions, and escalate complex issues as needed.

The role follows a Tuesday–Saturday schedule, supports live events, and offers a comprehensive benefits package with remote-optional work and ongoing training within the Customer Success & Support team.