Support Specialist (Customer/Client Success)

About Showpass

At Showpass, we’re reigniting the joy of live experiences. 

We’re Canada’s fastest-growing event ticketing and live experience platform, powering everything from concerts and festivals to comedy shows, attractions, nightlife, and community events.

But we’re not just a ticketing company.

We help event organizers grow their businesses, bring new creators into the live events space, and build technology that performs in real-world, high-pressure environments where reliability matters.

We’re proud to be recognized as:

• Canada’s Most Admired™ Corporate Cultures (2024 & 2025)
• CanadianSME Fastest Growing Company (2024)
• Deloitte Technology Fast 50 (#20, 2024)
  
  

The Role: Support Specialist (Customer/Client Success)

Work Hours: The first month in the role will be working regular office hours (9:00 am - 5:30 pm including a 30 minute lunch break) for training/onboarding. After the first month, the hours would be as follows (including a 30 minute lunch break each day)

• Monday 9:30 am - 6:00 pm (in office)
• Tuesday 10:30 am - 7:00 pm (in office) 
• Wednesday 10:30 am - 7:00 pm (in office)
• Thursday 9:30 am - 6:00 pm (in office)
• Friday - off
• Saturday - off
• Sunday 9:30 am - 6:00 pm (work from home)
  

Location: Calgary, AB

The Responsibilities: 

• 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
  
  

The Qualifications:

• 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
  
  

Why join Showpass

We’re not just another ticketing company - we’re building the next generation of event tech. In addition, you’ll get some amazing benefits: 

• 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
  
  

Showpass is committed to employment equity, welcomes diversity in the workplace, and encourages applications from all qualified individuals. We thank all interested applicants; however, only qualified applicants selected for an interview will be contacted.