Job Description

Our ticketing software is used by clients throughout the UK and beyond, including by some of the largest theatres in London's West End.

This role sits at an important point in our day. UK evenings are when live entertainment actually happens - curtain up, doors open, last-minute ticket queries - and they fall squarely inside the US working day. You'll be covering both: supporting UK venues through their busiest hours while our American clients are still mid-afternoon at their desks.

You'll also be closing a gap in our global support cover. When the London team logs off, you pick up; when you finish at 11pm, our Australian team is preparing to come online. It means our clients get a continuous chain of support, which you’ll be a crucial link in.

This is a fully remote, part-time role working Monday to Friday, 7pm–11pm UK time (20 hours per week). You'll be a vital part of the team at a very exciting time for the business. As a key member of the Client Success team, you will be the first point of contact for client queries during this window, mainly via email but occasionally video calls as well, working diligently to efficiently respond to, track, monitor and resolve all client inbound queries in a timely manner.

Daily interactions with external clients and internal team members at all levels will help to deliver a valued experience to support our client retention and satisfaction levels.

Hours and Working Pattern

• 20 hours per week, worked across 5 evenings - Monday to Friday.
• Set hours of 7pm to 11pm each evening (UK time).
• You'll be supporting our US clients through their afternoon.
• Your shift bridges the handover between our London team finishing and our Australian team starting.
• Fully remote — you can be based anywhere in the UK.
• You must have the right to work in the UK.

Skills and Experience

Essential

• High degree of competency with technology.
• Ability to learn intricacies of a software platform and use that knowledge to help diagnose and respond to client enquiries.
• A polite and friendly personality and a positive outlook to handling client interactions.
• Comfortable working autonomously — evenings are a smaller team, so you'll need to make sensible judgement calls and know when to escalate.
• Confident communicating with clients across different regions and cultures, adapting tone and approach as needed.