Support Specialist (Customer/Client Success)

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    "departmentLabel": "CS Support",
    "employmentStatusLabel": "Full-Time"
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    "location": {
      "city": "Calgary",
      "state": "Alberta",
      "postalCode": "T2H 2N1",
      "addressCountry": "Canada"
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    "datePosted": "2026-05-21",
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    "description": "<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">About Showpass</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">At Showpass, we’re reigniting the joy of live experiences. </span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><br>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.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><br>But we’re not just a ticketing company.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><br>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.</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><br><span style=\"font-weight: bold\">We’re proud to be recognized as:</span></span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Canada’s Most Admired™ Corporate Cultures (2024 &amp; 2025)</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">CanadianSME Fastest Growing Company (2024)</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Deloitte Technology Fast 50 (#20, 2024)</span><br><br></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">The Role: </span>Support Specialist (Customer/Client Success)<br><br></span></p>\n<p><span style=\"font-size: 12pt; font-weight: bold\">Work Hours: </span><span style=\"font-size: 12pt\">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)</span></p>\n<ul>\n<li><span style=\"font-size: 12pt\">Monday 9:30 am - 6:00 pm (in office)</span></li>\n<li><span style=\"font-size: 12pt\">Tuesday 10:30 am - 7:00 pm (in office) </span></li>\n<li><span style=\"font-size: 12pt\">Wednesday 10:30 am - 7:00 pm (in office)</span></li>\n<li><span style=\"font-size: 12pt\">Thursday 9:30 am - 6:00 pm (in office)</span></li>\n<li><span style=\"font-size: 12pt\">Friday - off</span></li>\n<li><span style=\"font-size: 12pt\">Saturday - off</span></li>\n<li><span style=\"font-size: 12pt\">Sunday 9:30 am - 6:00 pm (work from home)</span><br></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\"><br></span></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\"><span style=\"font-weight: bold\">Location:</span> Calgary, AB<br><br></span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">The Responsibilities: </span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Monitor and respond to Showpass phone, live chat and online support system (Zendesk) for all customer (ticket buyer) and client (event organizer) inquiries</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Create and moderate documents for event and client support info, including event updates, FAQs, cancellations/refund policies, etc.</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Supports client onboarding and ongoing success by participating in calls, providing guidance, and representing the company in a professional, confident manner</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Contributes to continuous improvement of support operations by enhancing the quality, consistency, and timeliness of responses</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Work collaboratively with Client Success and Support teams to escalate issues for ticket buyers and event organizers</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Provide feedback to Client Success and other teams to improve products, site usability and level of service</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Participate in rotating on-call schedule as required</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Other administrative duties as assigned<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">The Qualifications:</span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Post-secondary education is an asset</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience in a customer/client-facing role is an asset</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience managing hotlines and/or multi-channel customer support platforms (preferably Zendesk) is an asset</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Experience working for a technology company in a B2B2C industry is an asset</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Working knowledge of financial reporting using Excel and Google Sheets</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">The desire to work in a challenging and fast-paced environment</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Technically savvy and enthusiastic about AI, automation, and emerging tools, including hands-on experience with vibe-coding tools and AI-assisted workflows</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Demonstrates strong technical aptitude and curiosity, with the ability to quickly learn and navigate product functionality</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Comfortable troubleshooting issues, identifying root causes, and proactively leveraging AI and automation to improve processes and efficiency</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Genuine interest in learning and responding to client and business needs</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Strong organizational, project management, and process-oriented skills, with the ability to efficiently manage competing priorities </span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Excellent verbal and written communication skills</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Delivers exceptional client and customer experiences through clear, professional communication and strong problem-solving skills</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Anticipates potential challenges and resolves issues effectively, balancing accuracy with response efficiency</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Must be empathetic and understanding of client/customer needs</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Ability to maintain a calm, professional, and friendly attitude when dealing with clients and customers, especially in difficult situations</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Must be available for evening and weekend on-site support</span><br><br></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-weight: bold\">Why join Showpass</span></p>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">We’re not just another ticketing company - we’re building the next generation of event tech. In addition, you’ll get some amazing benefits: </span></p>\n<ul>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Competitive compensation and performance bonus</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Employee Stock Option Plan </span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Unlimited PTO</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Daily breakfast &amp; lunch from our in-house Chef</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Comprehensive benefits plan (incl. generous health &amp; wellness spending account)</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Annual Learning &amp; Development allowance &amp; monthly “Curiosity Talks”</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Quarterly team bonding &amp; annual hackathon</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Insider Pass event credits to experience the live events we power</span></li>\n<li><span style=\"font-family: Inter, sans-serif; font-size: 12pt\">Dog-friendly office environment<br><br></span></li>\n</ul>\n<p><span style=\"font-family: Inter, sans-serif; font-size: 12pt; font-style: italic\">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.</span><br></p>",
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    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://showpass.bamboohr.com/careers/140",
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