Job Description

Leap Event Technology is a remote-friendly company. This position is open to any candidate in North America.

WHO WE ARE:

Leap is revolutionizing the event technology industry by empowering organizers to create experiences that are more engaging, more thrilling, and more impactful than ever before. Our all-in-one suite of ticketing, mobile apps, experiential marketing, and patron management tools, combined with our expert marketing services, allows organizers to drive nonstop engagement and capture all customer data from their entire event. That’s why iconic brands like New York Comic Con, Bonnaroo, Illuminarium, and the NHL choose us to power their events.

We are a diverse and passionate team of event experts and fans who are dedicated to helping organizers transform their event experiences. Like our clients, we live and breathe events. We take our passion, knowledge, and hands-on experience and apply it to our work every single day. With offices in Dallas, Montreal, and Sydney, and an expansive remote workforce across the globe, our diverse backgrounds give us the experience needed to create incredible events for any industry, anywhere in the world.

Sounds interesting? Let’s talk.

AS A CUSTOMER CARE REPRESENTATIVE, YOU WILL:

• Serve as a primary point of contact for customer inquiries via phone, live chat, and email, delivering professional service on every interaction
• Help customers with ticket purchases, event ticketing inquiries, activations/application support, and general platform questions across all Leap systems (Pro Ticketing, Epic Experiences, Leap Conventions, and Activations)
• Troubleshoot and resolve issues related to ticket questions; utilizing de-escation techniques with trained customer support skills and resources, and ultimately escalating complex cases to internal support.

Service Standards

• Meet response time and resolution targets across all support channels
• Maintain a high customer satisfaction (CSAT) rating by delivering accurate and efficient support
• Follow established processes and utilize available tools and standard messaging while adapting communication, workflows, and escalation procedures to each specific situation.
• Identify recurring issues or trends and flag them to the team to help improve processes

Administrative & Systems

• Log and maintain accurate records of all customer interactions in our internal systems
• Stay current on product updates, event details, and policy changes to provide accurate information

What You'll Bring (EXPERIENCE & SKILLS:)

• High school diploma or equivalent required
• 1+ years of customer service experience
• Strong computer literacy and internet savvy
• Ability to learn new tasks quickly
• Strong organizational skills with the ability to multitask
• Excellent verbal and written communication skills
• A friendly, people-first attitude and genuine passion for helping others
• Good troubleshooting and problem-solving skills
• Fluency in English required; French and/or Spanish a plus
• A passion for the entertainment and music industries is a big plus!
• Must have the ability to work independently and efficiently. This is a work from home role that requires a quiet space to work and reliable WiFi.
• This role pays $15/hr.

OFFICE INFORMATION:

Leap Event Technology is a remote-friendly company. However, we do offer the option of working in the office for employees located in Montréal (CAN), Pittsburgh (U.S.), Dallas (U.S.), Sydney (AUS). All of our offices are stocked with snacks and drinks and we provide a free lunch every week. We offer a monthly travel stipend, and even host the occasional themed party and happy hour!

If you don’t live near an office but happen to be visiting nearby, you can work from the office for as long as you need.

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