Customer Support Representative (Sydney)Location: Sydney, AustraliaSchedule: Full time (Onsite / hybrid)We are HumanitixHumanitix is the world's first not-for-profit ticketing platform. We believe businesses that align profit with purpose can solve the world's biggest problems.Since launching in 2016, we have grown exponentially, transforming over $10.5M of annoying booking fees into donations towards impact projects. Events we work with range from music and art festivals, conferences, galas, expos, workshops, schools and university events, you name it! In 8 years, we have become the go-to platform for hosts to manage their events, sell tickets, and create impact through our philanthropic model.We are a global business with offices in Sydney, Auckland, and Denver. At Humanitix, we celebrate the diversity of thought, perspective and expression, and we look for many different skills and abilities that can enhance Humanitix's offerings and our culture.About the SUCCESS TEAM @ HumanitixYou will be joining the Success Team, who are the humans responsible for ensuring event hosts are always having a good time.The mission of the Success Team is to make a host's experience of Humanitix - and their events - a success. Our event hosts love using Humanitix to run their events not only because we have a great product, but also because of the outstanding customer experience we deliver that's unlike any other. As part of the Success Team at Humanitix, you'll help build and entrench this reputation.About youAs a Customer Support Rep, you'll be the first port of call and the face of the Humanitix brand when Humanitix event hosts reach out for support on our platform. You will play a critical role in guiding our community of organisers, providing advice about ticketing and platform navigation to make their job easier and their events a resounding success.Ideal for someone with prior customer-facing experience looking to dive into an impact-driven career, this role is suited for an energetic, proactive and mature team member who is ready to learn and is capable of owning their work.This is a full-time role based in The Rocks, Sydney (we work from home 1-2 days a week).Skills we're looking for:The ideal candidate will bring to the table:Strong verbal & written communication skills, resilience and the ability to genuinely empathise with our event hosts.Ability to deliver excellent customer experiences in any environment and to be invigorated by constant personal interaction.Ability to dissolve tension in crisis (de-escalating conflict situations, active listening and keeping customers happy when things go wrong).Excellent collaboration skills, including confidence to escalate problems and ask your colleagues for help.Agility to learn and adopt new products, features and tools with a genuine interest in technology.A curious mindset, a proactive nature, and a great work ethic. We all love working at Humanitix and are dedicated to seeing this beautiful thing grow, as we grow alongside our mission.What you'll do (your day-to-day):Onboard event hosts with platform knowledge and navigation and support them along the customer journey, providing advice about ticketing and platform navigation.Communicate with hosts through multiple channels and tools (phone, email, livechat, video calls).Identify patterns and trends from event hosts' feedback while using them as a foundation to contribute to future product improvements.Serve as Humanitix's brand ambassador with event hosts, giving them a warm and human experience.Stay on top of news about products and initiatives, to apply your learning in customer interactions.Be a 'social + cultural hero' within the Humanitix team. We're a bunch of weirdos - at least we try to be - so bring yourself and help us build an awesome working environment.You'll love this role if:You want to build a career in customer support / technical solutions.You are a people person - approachable, a good listener, empathetic, and you love helping others.You love seeing customers succeed and genuinely want them to have a happy experience.You are passionate about live events and social change and eager to share that passion with others.You can learn on-the-fly and embrace the guidelines and processes behind Humanitix's unique style of service.To Apply:In addition to your resume, please submit a short cover letter. Let your personality shine through in the cover letter and help us learn why you want to help empower the team, hosts and customers. What else are you passionate about? What about this job attracts you? Why will Humanitix change the world?We make hiring decisions based on your experience, skills and passion. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.#J-18808-Ljbffr
