We’re looking for a detail-oriented live events professional to join Opendate as a Customer Support Specialist, focused on delivering fast, standardized onboarding and day-to-day customer and fan support. This role is designed to scale how we onboard and support customers and fans through one-to-many workflows and excellent self-serve resources. You’ll focus on speed, clarity, and consistency—helping customers get live quickly and confidently. You will report to the Customer Success Lead and work closely with Product, Marketing, and Sales.
At Opendate, we’re on a mission to help independent music venues build better businesses, keeping the music alive and thriving. Our journey began when three entrepreneurs, frustrated by disconnected tools, built the platform they wished existed. Today, we empower venues everywhere with smart, integrated solutions — from booking, to ticketing, and marketing.
Work Environment
- Work Model: 100% remote, with optional collaboration in Indianapolis or Chicago quarterly and/or as needed
- Travel: Minimal; occasional travel for team gatherings or special events
Responsibilities
Deliver Scaled Onboarding:
- Lead standardized, one-to-many onboarding sessions for new customers
- Guide customers through account setup and core workflows across booking, ticketing, and marketing
- Follow defined onboarding paths to ensure fast time-to-value and consistent experiences
- Answer common setup and workflow questions during live sessions and via follow-up support
Own onboarding execution and follow-through for assigned accounts within a standardized engagement model
Provide Day-to-Day Customer & Fan Support:
- Respond to customer and fan inquiries via email and chat with speed, empathy, and accuracy
- Resolve common issues related to ticketing, access, events, and platform usage using documented workflows
- Triage and escalate complex, high-risk, or revenue-impacting issues to Customer Success or Leadership
Manage multiple concurrent conversations while meeting SLAs - Maintain ownership of day-to-day support relationships for assigned accounts
Build Self-Serve Enablement:
- Maintain and improve help center articles, onboarding guides, FAQs, and templates
- Create new documentation based on recurring customer and fan questions
- Turn repeat issues into scalable self-serve resources
- Partner with Product, Marketing, and Customer Success to keep documentation current and accurate
Support Operations & Continuous Improvement:
- Accurately document interactions, onboarding status, and outcomes in internal systems
Apply correct tagging, categorization, and escalation paths to all tickets - Identify patterns in customer confusion or product usability issues and surface them clearly
Follow defined workflows, quality standards, and SLAs - Proactively identify opportunities to improve tooling, documentation, and processes
Requirements
- 2–4+ years of experience in customer support, hospitality, or another customer-facing SaaS role (live events a plus)
- Strong written and verbal communication skills
- Ability to explain software workflows clearly to non-technical users
- Highly organized, dependable, and comfortable managing volume
- Curious and resourceful, with a bias toward turning questions into documentation
- Familiarity with tools like Google Workspace, Slack, and CRM or ticketing systems
- Passion for live music, events, or supporting independent venues
What You’ll Get
- A remote-first role with direct impact on customer experience and platform scalability
- Hands-on exposure to SaaS onboarding, support operations, and customer enablement
- Clear growth paths into Support Operations or expanded account ownership
Competitive compensation with room to grow - Benefits including health, vision, dental, flexible PTO, 401(k) match, and remote-friendly policies
- Travel opportunities for team gatherings and trainings
How to Apply
If you enjoy helping customers succeed through clarity, consistency, and great support—and want to grow your career in SaaS and live events—we’d love to hear from you. Please submit your resume.
