Support Specialist

Showpass

Support Specialist managing customer inquiries via phone, live chat, and online support for Canada's fastest-growing event ticketing platform. Enhancing client onboarding and operational improvements in a hybrid work environment.

Posted 5/23/2026full-timeCalgary • 🇨🇦 CanadaMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Monitor and respond to Showpass phone, live chat and online support system (Zendesk) for all customer (ticket buyer) and client (event organizer) inquiries
Create and moderate documents for event and client support info, including event updates, FAQs, cancellations/refund policies, etc.
Supports client onboarding and ongoing success by participating in calls, providing guidance, and representing the company in a professional, confident manner
Contributes to continuous improvement of support operations by enhancing the quality, consistency, and timeliness of responses
Work collaboratively with Client Success and Support teams to escalate issues for ticket buyers and event organizers
Provide feedback to Client Success and other teams to improve products, site usability and level of service
Participate in rotating on-call schedule as required
Other administrative duties as assigned

Requirements

What you’ll need

Post-secondary education is an asset
Experience in a customer/client-facing role is an asset
Experience managing hotlines and/or multi-channel customer support platforms (preferably Zendesk) is an asset
Experience working for a technology company in a B2B2C industry is an asset
Working knowledge of financial reporting using Excel and Google Sheets
The desire to work in a challenging and fast-paced environment
Technically savvy and enthusiastic about AI, automation, and emerging tools, including hands-on experience with vibe-coding tools and AI-assisted workflows
Demonstrates strong technical aptitude and curiosity, with the ability to quickly learn and navigate product functionality
Comfortable troubleshooting issues, identifying root causes, and proactively leveraging AI and automation to improve processes and efficiency
Genuine interest in learning and responding to client and business needs
Strong organizational, project management, and process-oriented skills, with the ability to efficiently manage competing priorities
Excellent verbal and written communication skills
Delivers exceptional client and customer experiences through clear, professional communication and strong problem-solving skills
Anticipates potential challenges and resolves issues effectively, balancing accuracy with response efficiency
Must be empathetic and understanding of client/customer needs
Ability to maintain a calm, professional, and friendly attitude when dealing with clients and customers, especially in difficult situations
Must be available for evening and weekend on-site support

Benefits

Comp & perks

Competitive compensation and performance bonus
Employee Stock Option Plan
Unlimited PTO
Daily breakfast & lunch from our in-house Chef
Comprehensive benefits plan (incl. generous health & wellness spending account)
Annual Learning & Development allowance & monthly “Curiosity Talks”
Quarterly team bonding & annual hackathon
Insider Pass event credits to experience the live events we power
Dog-friendly office environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportfinancial reportingExcelGoogle SheetsAIautomationvibe-coding toolstroubleshootingprocess improvementproject management

Soft Skills

communicationproblem-solvingorganizational skillsempathyprofessionalismadaptabilityclient-focusedteam collaborationtime managementcuriosity