Ticketing Services Representative [Customer Support] (Remote - PT)

nLiven; Los Angeles (CA); Remote; USD 55,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Remote work environment

Annual bonus eligibility

401k plan

Job summary

nLiven is hiring a Ticketing Services Representative to support venues using our real-time ticketing platform. You will resolve issues, configure venues and events, and provide proactive customer support to ensure smooth on-sales and accurate seat maps.

Based in a fully remote role, you will work with teams across the US and UK, travel occasionally, and participate in an on-call rotation. A Bachelor’s degree and 3+ years in customer service are preferred.

Qualifications

• Three+ years of customer relationship or customer service experience.
• Ticketing background and/or knowledge of ticketing systems preferred.
• Bachelor’s degree in business or related field preferred, or equivalent experience.
• Occasional travel to customer venues and availability for evenings/weekends.

Responsibilities

• Respond to Tier 1 customer requests by phone, email, and HubSpot.
• Troubleshoot hardware/software issues at venues and document bugs.
• Pull standard reports to answer sales and order questions.
• Collaborate with Customer Support Engineer and Product teams.
• Onboard and train new customers on the nLiven system.

Skills

Customer service

Ticketing systems

Troubleshooting

Communication

Time management

Education

Bachelor's degree

Tools

Microsoft Office

Google Workspace

Slack

Stripe

Zoom

HubSpot

Atlassian Suite

Job description

At nLiven, we support our clients by creating superior ticketing solutions for performing arts andcultural institutions through a combination of modern technology, beautifully simple design, and the art of listening.

nLiven offers a real-time platform that helps venues manage ticket sales efficiently while creating a more engaging buying experience for customers. Headquartered in the heart of the Broadway Theatre District, NYC, we are a small, but growing team of hardworking, highly motivated individuals. With a presence across both the US and UK, we are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Even with a highly dispersed, largely remote workforce, we stay connected through our Slack channels, virtual events and regional meetups. Come see how we “role”.

About The Role

The Ticketing Services Representative is the first point of contact for nLiven customers, helping the venues and organizations that use our ticketing platform run smooth events. This position answers customer questions, troubleshoots issues, and helps set up and support events, all while building strong, positive relationships with customers. This position reports directly to the Senior Ticketing Services Manager II.

This position is full-time and fully remote. Candidates must be located in the Pacific timezone within California or Oregon. Candidates may be required to travel and/or meet up in-person from time to time. There may also be an expectation in the future for hybrid work in a local office. This position will participate in a monthly on-call schedule.

About You

• You bring three or more years of customer service or customer relationship experience, ideally with a background in ticketing systems or live events.

• You’re comfortable troubleshooting hardware and software, like ticket printers and scanners, and helping customers configure venues, seat maps, and promotions.

• You stay organized and focused when things get busy, like during a big on-sale, and you keep customers in the loop until their issue is resolved.

• You enjoy figuring out how systems work, pick up new tools quickly, and like sharing what you know with customers and teammates.

What You'll Do

• Respond to Tier 1 customer requests by phone, email, and HubSpot in a timely, friendly way.

• Help troubleshoot hardware and software issues, including selling, printing, and scanning tickets at customer venues, and document and elevate system bugs to the appropriate team.

• Pull standard reports to help customers answer sales and order-related questions.

• Share customer needs and issues with the Customer Support Engineer, Product Management, and other teams.

• Build positive customer relations by checking in regularly and following up on active items.

• Identify potential customer sentiment concerns and take proactive measures to elevate when necessary and address.

• Support the specification, configuration, and setup of new nLiven customer installations.

• Help onboard and train new customers on the nLiven system.

• Help set up, configure, and monitor venues, seat maps, productions, and promotions, and provide support during large on-sales.

• Maintain a comprehensive working knowledge of nLiven products including all new software updates that are released.

• Assist with creating and updating product documentation as new features and enhancements are released, ensuring customers have accurate and up-to-date resources.

• Provide occasional input and feedback into the further development and enhancement of nLiven’s product range.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for the job. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Requirements

• Bachelor’s degree in business or related field preferred, or equivalent experience.

• Three or more years of proven customer relationship or customer service experience.

• Ticketing background experience and/or knowledge of ticketing systems preferred.

• Ability to travel occasionally to customer venues for onboarding, training, or event support.

• Availability for occasional evening and weekend work around performances and on-sales.

Essential Skills

• Strong oral and written communication skills.

• Ability to work independently and as part of a team.

• Strong interpersonal and problem-solving skills.

• Excellent attention to detail.

• Strong organizational and time management skills.

Tools You’ll Use

• Microsoft Office

• Google Workspace

• Slack

• Stripe

• Zoom

• HubSpot

• Atlassian Suite

What We Value

Find Harmony - We confidently manage our work priorities and feel comfortable taking time to enjoy life outside of work.

Have a Clear View - We are transparent and honest, understand our roles, and know how we contribute.

Be a Fan - We are passionate about our work and driven to innovate with our customers to solve current and future challenges with new solutions.

Welcome All - We are a diverse group of employees that come together as a team, without ego, and do great work.

Perform at Your Best – We are committed to our customers success, always willing to listen and improve, to ensure our products exceed expectations.

How We Work

Radical Curiosity - We Stay Hungry -We approach each day with curiosity and accountability; learning, engaging fully, questioning assumptions, connecting our work to the bigger picture, and always keeping the customer at the center.

Embrace Change - We Own Outcomes Together -We succeed by holding ourselves accountable, collaborating deeply across teams, embracing change, and continuously improving together.

Seek Solutions - We Continuously Innovate Together -We focus on solutions and client value by acting decisively, prioritizing what matters most, and turning ideas into results through rapid, iterative action.

Empathy - We Grow Together -We listen deeply to our customers and to each other, using data, empathy, and mutual respect to grow stronger together.

Transform - We Raise The Bar -We set high standards, honor our commitments, and move forward every day with a success mindset, driving continuous improvement and quality for our customers.

Our Commitment to Diversity

nLiven is committed to a workplace where everyone is free from bias, prejudice, discrimination, and harassment. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

We strive to ensure a welcoming work environment where everyone belongs and is valued, encouraged, & respected. We embrace and celebrate the unique experiences, perspectives, and cultural backgrounds that each employee brings to our workplace.

We are focused on building a culture that acknowledges and values diversity, equity, and inclusion.

What We Offer

• Base annual salary range of $55,000 to $70,000, commensurate with experience

• Eligibility for annual bonus based on performance and company success

• 100% of premium paid for medical, dental and vision benefits for employee and dependents, with an HSA-eligible option

• Company-paid life insurance

• Traditional and Roth 401k plans

• Paid parental leave

• Learning & development opportunities with company reimbursement for eligible educational expenses

• Working abroad opportunities

• Volunteer days off

• Flexible scheduling

• Up to $300 reimbursement for initial equipment to set up hybrid work environment

• Generous PTO and holiday schedule

• Remote work environment

California Applicants: CCPA/CPRA Notice

Right to Work Poster

Notice of E-verify Participation

Our team is here to support you throughout the hiring process with reasonable accommodations. We strive to provide an unbiased and equitable interview experience for all applicants. If you need assistance applying for a role due to a disability or special need, please let us know by emailing [e-mail]