Ludus is a SaaS company that builds digital tools trusted by thousands of organizations of all sizes to power their event ticketing, marketing, fundraising, and registration needs.

Learn more about who we are as a team here

Things you should know before applying

At Ludus, our mission is to bring people together through shared experiences. It’s a big goal that allows for limitless expansion to make a difference in the world.

We get shit done, move fast, and are constantly learning and adapting. We embrace low process and high trust to navigate change and figure out what works.

We believe success is never final and when you think it is, that is when you fail. For us, success is a sum of small efforts, including trial and error, so we move at an unrelenting weekly pace.

In order to grow as a company and individually, constant discomfort is necessary so we can continue exploring new ideas and push ourselves to build quality tools to offer the best solutions for our customers.

If you prefer a hand-holding environment where everything is black and white, that’s not us. If you’re a self-starter and can thrive in controlled chaos, Ludus is the place for you — it’s time to find your role ⬇️

We are seeking a Customer Support Specialist to join our Customer Success team at Ludus. In this role, you’ll be the first point of contact for customers, offering assistance via chat, email, and phone. Your main responsibility will be to ensure customers and patrons get the most out of our platform by answering their questions and resolving issues promptly and efficiently.

If you are a proactive professional who excels at problem-solving and providing exceptional customer service, we want to hear from you.

Join us in maintaining our reputation for both the quality of our product and the exceptional support we offer, turning customers into dedicated advocates.

What you will be doing

• Respond promptly and professionally to customer inquiries via chat, email and phone

• Troubleshoot and resolve customer issues, escalating when necessary

• Provide accurate, up-to-date information on products and services

• Stay current on product knowledge to increase autonomy and efficiency

• Actively contribute to team goals and collaborative projects

Traits we're looking for

(In no certain order)

• Box Office Knowledge — Experience with event/box office ticket sales software in an operational capacity.

• Strong Technology and SaaS Expertise — Ability to learn Ludus’s software, understanding its flexibility and customization for customers.

• Passion for Helping People — Ability to think creatively and guide customers to maximize their use of Ludus.

• Communication Skills — Proficient in written and verbal communication with customers via chat, email, phone, as well as creating help articles, videos, and other resources.

• Autonomous Decision Making — Confidence to make decisions that benefit both customers and the team.

• Self-Motivation — Proactively learning to gain autonomy over the product.

• Prioritization & Task Management — Efficiently managing multiple tasks, prioritizing customer support and key projects, and adapting to various roles within a small, collaborative team.

  Qualifications

  • 2+ years of customer service experience, knowledge of customer service principles and practices.

  • Strong understanding of standard performing arts practices and operations.

  • Familiarity with customer service software, such as Slack and Intercom.

  • Experience using Apple/Mac products.

Perks

💪 Health Insurance (Medical, Vision, Dental) — provided by Blue Cross Blue Shield and Guardian. Ludus covers 90% of the premium. Employee pays the difference in premium if a more expensive plan is selected. Dependents: Ludus covers 50% of the premium.

📈 Profit-Sharing — We believe in rewarding our employees when we do well as a company. A percentage of total profits is given out as a bonus every year that we are profitable.

💵 401(k) matching — Full match on the first 5% contribution and 50% match on the next 5% of contribution (7.5% contribution match by Ludus if you contribute 10%). 30-day probationary period from date of employment before enrollment.

👓 Wellness Credit — $50 monthly stipend that can be used on anything health-related (mental health included). 

🎫 Experience Credit — $100 yearly reimbursement toward concert tickets, theatre tickets, etc. to encourage shared experiences.

⛱ Flexible Vacation Time — Employees have 12 days to use for vacation or personal time off

😷 Sick Days — HOURLY Ludus offers 72 hours of sick leave for employees under the weather.

Role Details

• Compensation: Starting at $20-$25/hr (40 hours per week)

• Days & Hours: Monday - Friday 12pm-8pm EST

• Location: Remote (U.S. Only)