We're looking for a Customer Support Specialist to help us support our customers.

9am-5pm EST; Wednesday-Sunday

Ludus is a software company that is trusted by 2,000+ performing arts organizations of all sizes to power their ticketing, marketing, fundraising, and streaming needs. This position will assume the responsibility of helping our customers through live chat, phone, and email.

Learn more about Ludus here or read our Happy File to see what our customers have to say.

Our Core Values

• 🥇 Give A Shit
• 🔥 Stay H.O.T. (Honest. Open. Transparent.)
• 🔄 Love Change

What you'll be doing

• Customer support — first and foremost is the customer-facing side of this role which includes handling chat, email, and phone to help customers and patrons get the most out of Ludus. You'll be a support representative, so your role is to be the first point of contact for all customers.
• Customer success — you'll be tasked with improving our knowledge base and creating support videos, along with coming up with your own ideas to improve the customer experience. You will need to think outside the box and always be ready to answer the question: How does what I’m doing turn customers into advocates?
• Maintaining our reputation for great customer support — we constantly hear from our customers on how much they appreciate not only our product, but also our customer support. Through great customer service, we've turned many of our customers into advocates. For proof, check out our Happy File where we keep track of the many positive messages we've received from customers.

Traits we're looking for

(In no certain order)

• Written and verbal communication skills — you will be asked to communicate with customers via chat, email, and phone while also writing help articles, putting together help videos, and other support resources.
• Autonomous decision making — ability to make confident decisions on your own that benefit customers and the team.
• Strong grasp of technology and SaaS products — Ludus is web-based software that offers a lot of flexibility and customization to our customers, so you’ll be required to understand the ins and outs of the software. Sometimes there are multiple ways to achieve something, so you will need to understand how to determine the best solutions, which requires knowing the product.
• Task management — you’ll be juggling multiple aspects of customer support and will need to be organized enough to be able to jump from helping a customer to completing a task you were working on beforehand.
• Prioritization — ability to prioritize tasks especially those that improve the customer experience and push the company forward.
• Ability to wear multiple hats — while your focus will be customer success, we're a small team and all jump in to help where needed.
• Teamwork — you'll work closely with others on the team to help escalate and solve customer support inquiries.
• Passion for helping people — able to think through solutions, think outside the box, and guide customers to help them achieve the most out of Ludus and ensure their productions are a success.
• Self-Motivation — continuous learning to generate autonomy over the product.
• Industry Knowledge — continuous learning of the performing arts industry and practices.
• Box Office Knowledge — having worked with event/box office ticket sales software in an operational capacity. (This refers to using the software for managing ticket sales, not purchasing tickets as a consumer).

Perks

💪 Health Insurance (Medical, Vision, Dental) — provided by UnitedHealthcare and Guardian. Ludus covers 75% of the premium. Employee pays the difference in premium if a more expensive plan is selected. Dependents: Ludus covers 50% of the premium.

📈 Profit-Sharing — We believe in rewarding our employees when we do well as a company. A percentage of total profits is given out as a bonus every year that we are profitable.

💵 401(k) matching — Full match on the first 5% contribution and 50% match on the next 5% of contribution (7.5% contribution match by Ludus if you contribute 10%). 30-day probationary period from date of employment before enrollment.

🏊‍♂️ Employee Liquidity Pool — Ludus has a long-term focus, but in the event of an acquisition or IPO, a percentage will be allocated to employees.

👓 Health Benefit — $50 monthly stipend that can be used on anything health-related (mental health included).

🎹 Experience Benefit — $100 Yearly stipend to go experience art.

⛱ Flexible Vacation Time — CS employees will have 12 days of paid time off available per year. You will receive an additional 2 days for every year worked at Ludus.

😷 Sick Days — CS employees will receive a total of 8 paid sick/mental health days per year.

⏰ Overtime — CS employees are hourly and eligible for overtime.

Role Details

• Starting at $20/hr (40 Hours per week).
• Days & Hours

• 9am-5pm EST; Wednesday-Sunday
• Location: Michigan + Remote/US Only
• Requirements
• Must have experience using box office or ticketing software
• Must have a basic understanding of standard performing arts practices and operations
• 2+ years of customer service experience
• High school diploma or equivalent
• Ability to work independently and as part of a team
• Familiarity with customer service software, such as Slack, Intercom, and Aircall
• Knowledge of customer service principles and practices
• Ability to multitask and prioritize tasks effectively
• Strong problem-solving abilities
• Excellent communication skills, both verbal and written

Apply for the job

Interested in joining our growing team? Then we'd love to hear from you!

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