Customer Experience Support Specialist
TodayTix Group is the global e-commerce leader for cultural experiences, seeking a Customer Experience Support Specialist to enhance customer support. This role involves providing personalized assistance across various communication channels while offering feedback to improve customer interactions and tools.
Responsibilities
- Provide direct customer support via chat, phone, and email, delivering personalized, thoughtful responses across multiple brands
- Investigate and resolve L1 escalations with critical thinking and creativity, ensuring empathy and clarity in every interaction while adhering to policy
- Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience—flagging what doesn’t work and suggesting how it could
- Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement
- Execute key operational tasks at short notice with strict deadlines
- Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions—for both humans and bots
Skills
- 1–2 years of experience in a customer-facing role, preferably in support, hospitality, or tech
- Exceptional written and verbal communication skills—you know how to explain things clearly, humanely, and with the right tone
- A passion for helping people and a curious, creative approach to problem solving
- The ability to analyze technology and product behavior, and communicate feedback constructively and concisely
- Enthusiasm about AI and automation as tools to support great customer experiences—not as a replacement for the human touch
- Comfort working in support systems and juggling multiple tasks and brands at once without sacrificing quality
- An openness to collaboration, iteration, and feedback, with a focus on continuous improvement
Benefits
- Hybrid work environment (blend of in-office and at-home days)
- Up to 4 weeks per year of flexible 'work from anywhere'
- Healthcare, vision, and dental plans, with generous contributions from the company
- Life and disability insurance
- Paid Parental Leave
- Generous 401(k) Matching
- Flexible Paid Time Off
- Free membership to One Medical Group & Employee Assistance Program
- Annual Professional Growth Budget
- Employee donation matching
- Employee Referral Program
- Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits
Company Overview