Customer Support Representative - Sydney - Humanitix

Description

Customer Support Representative (Sydney)

Location

Sydney, Australia

Schedule

Full time (Onsite)

We are Humanitix

Humanitix 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 $16.5M 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. So, even if you don't think you quite meet all the skills listed or tick all the boxes, we'd still love to hear from you

About the SUCCESS TEAM @ Humanitix

You 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 you

As 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. Working closely with your Success Team colleagues, you'll be identifying event hosts' needs and matching them with the right solution - or helping us build a new one Every day is an opportunity for you to turn another event host into a loyal Humanitix advocate.

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.

IMPORTANT: This is a full-time role based in The Rocks, Sydney (we work from home 1 day a week). We're looking for someone who is going to stick around for a while and grow in this role, therefore we're only able to accept applications from those with long-term working rights in Australia. Unfortunately, we are unable to accept anyone on a working holiday visa only or provide visa sponsorship.

Skills we're looking for:

The ideal candidate will bring to the table:

1. 1+ years of customer support or tech support experience (or a strong willingness to learn).
2. Tech-savvy mindset and problem-solving skills with a "figure it out" attitude - comfortable troubleshooting software, hardware, and integrations.
3. Strong verbal & written communication skills, resilience and the ability to genuinely empathise with customers and explain complex things in simple, human terms.
4. Ability to deliver excellent customer experiences in any environment and to be invigorated by constant personal interaction.
5. Patience, empathy, and the ability to keep your cool under pressure and dissolve tension in crisis (de-escalating conflict situations, active listening and keeping customers happy when things go wrong).
6. Excellent collaboration skills, including confidence to escalate problems and ask your colleagues for help.
7. Agility to learn and adopt new products, features and tools with a genuine interest in technology.
8. 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):

1. Be the go-to tech expert for our customers, troubleshooting issues, providing clear, friendly guidance and escalating complex issues when needed.
2. Serve as Humanitix's brand ambassador for event hosts and guests, giving them a warm and human experience.
3. Respond to inquiries through multiple channels and tools (phone, email, livechat, video calls) - because great support meets customers where they are.
4. Identify patterns and trends from event hosts' feedback while using them as a foundation to contribute to future product improvements.
5. Create and update help articles and FAQs to make life easier for our customers.
6. 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 contribute to a positive, engaging team culture.

You'll love this role if:

1. You want to build a career in customer support / technical solutions.
2. You are a people person - approachable, a good listener, empathetic, and you love helping others.
3. You love seeing customers succeed and genuinely want them to have a happy experience.
4. You are passionate about live events and social change and eager to share that passion with others.
5. You can learn on-the-fly and embrace the guidelines and processes behind Humanitix's unique style of service.

Remuneration

*Note as a registered PBI Charity Humanitix staff benefit from tax concessions.

At Humanitix, you'll learn how to:

1. Work hard. Play harder. And maintain a healthy balance. We celebrate great work ethic but also like to have fun. We recognise that there are only 24 hours in a day to split your time between your career, loved ones, passions, and pursuits outside of work.
2. Make genuine connections by bringing your authentic self to work. Your colleagues can be your friends too, sometimes lifelong.
3. Ask for forgiveness, not permission. We encourage experimentation and reward initiative. Have an idea so crazy you think it just might work? Go for it and share the results.
4. Give and receive direct and constructive feedback. It may feel uncomfortable at first but a huge growth opportunity awaits.
5. Ask for help and escalate issues. You are not expected to be a superhero.

Perks of being a Human @ Humanitix

1. You get to be a part of a world-first global tech-charity that is pioneering a new model of compassionate capitalism, bringing together business and charity in the best way for 100% purpose.
2. You'll rest easy with the knowledge that your day-to-day work is making a positive impact in the lives of Humanitix's beneficiaries.
3. We trust you, we value your opinion, and foster a non-hierarchical culture.
4. We offer a competitive salary plus salary packaging for additional tax benefits.
5. You'll love our awesome office in the character-filled neighbourhood at The Rocks, Sydney.
6. You get to contribute to our team culture and connect with like-minded human beings who are passionate about our mission and take pride in the work they do.
7. You'll love our emphasis on social events that allow the team to connect outside of the office environment, like our annual off-site retreat as well as fun and quirky events and celebrations organised by the Vibe Tribe (think wine night, cake days, dress up, lunchtime swims, run club, climbing crew, DJ parties and the list goes on)

Our mission is to bring people together to inspire and invest in humanity, far beyond traditional corporate responsibility. Humanitix is an experiment in compassionate capitalism and a new model for charity and business. Our ultimate vision is a world where all businesses, structures and systems work in harmony with humanity to serve the best interests of all people and our planet.

Show up

We go all-in for our customers and for each other because we care about what we do. It also doesn't hurt to say "I love you". Try it.

Be bold

Think for yourself, say what you believe, and have the curiosity and courage to lead us further forward into new territory. Let's go.

Keep it weird

We celebrate humanity, thrive on individuality, and love all the ways we are different. Bring your true self to work* and be inclusive, open, and transparent.

*Shoes optional.

The world is not f*cked

Yep, it can be a lot better, but there's no future in giving up. We create a better world by choosing positivity, investing in humanity, and forging pathways to progress. Be humane.

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.

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