Support Specialist at Showpass — NeverHard

Job DescriptionJob DescriptionSalary: About Showpass At Showpass, were reigniting the joy of live experiences. Were Canadas fastest-growing event ticketing and live experience platform, powering everything from concerts and festivals to comedy shows, attractions, nightlife, and community events. But were 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. Were proud to be recognized as: Canadas Most Admired Corporate Cultures (2024 & 2025) CanadianSME Fastest Growing Company (2024) Deloitte Technology Fast 50 (#20, 2024) The Role: Support Specialist 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) Application Deadline: Friday, May 29 at 9:00 am MDT. 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 Were not just another ticketing company - were building the next generation of event tech. In addition, youll 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.