Customer Experience Support Specialist

TodayTix Group is the global e-commerce leader for cultural experiences, seeking a Customer Experience Support Specialist to enhance customer support. This role involves providing personalized assistance across various communication channels while offering feedback to improve customer interactions and tools. Responsibilities Provide direct customer support via chat, phone, and email, delivering personalized, thoughtful responses across multiple brands Investigate and resolve L1 escalations with critical thinking and creativity, ensuring empathy and clarity in every interaction while adhering to policy Offer constructive, detailed feedback to improve chatbot responses, automations, and product experience—flagging what doesn’t work and suggesting how it could Collaborate with your team and CX Support Manager to identify trends, pain points, and opportunities for improvement Execute key operational tasks at short notice with strict deadlines Contribute to documentation by refining macros, internal resources, and knowledge base content to improve future interactions—for both humans and bots Skills 1–2 years of experience in a customer-facing role, preferably in support, hospitality, or tech Exceptional written and verbal communication skills—you know how to explain things clearly, humanely, and with the right tone A passion for helping people and a curious, creative approach to problem solving The ability to analyze technology and product behavior, and communicate feedback constructively and concisely Enthusiasm about AI and automation as tools to support great customer experiences—not as a replacement for the human touch Comfort working in support systems and juggling multiple tasks and brands at once without sacrificing quality An openness to collaboration, iteration, and feedback, with a focus on continuous improvement Benefits Hybrid work environment (blend of in-office and at-home days) Up to 4 weeks per year of flexible 'work from anywhere' Healthcare, vision, and dental plans, with generous contributions from the company Life and disability insurance Paid Parental Leave Generous 401(k) Matching Flexible Paid Time Off Free membership to One Medical Group & Employee Assistance Program Annual Professional Growth Budget Employee donation matching Employee Referral Program Pre-Tax Flexible healthcare spending account (FSA), Dependent Care FSA and Commuter Benefits Company Overview TodayTix Group is the global e-commerce leader for cultural experiences. It was founded in 2013, and is headquartered in New York, New York, USA, with a workforce of 201-500 employees. Its website is