Support Associate - 1099 Contractor

About Passes:

Passes is a leading platform dedicated to empowering creators and fostering meaningful connections with their audiences. We are committed to providing innovative solutions that help creators grow and thrive in the digital landscape. Join us and be a part of a team that is shaping the future of the creator economy.

Position Overview:

We are seeking a passionate, customer-centric, and resolution-driven Support Associate to join our team, focused on assisting Passes creators and fans. This role will be pivotal in ensuring we provide a world-class customer experience for all Passes stakeholders, troubleshooting complex product and experience issues, and maintaining a consistent, reliable, and satisfaction-driven customer journey.

Key Responsibilities: 

• Support Creators & Fans:
  • Troubleshoot potential issues of stakeholders reaching out through a variety of support channels
  • Establish and maintain customer relationships by proactively investigating and solving tickets to ensure continued satisfaction
  • Collaborate with internal teams and external stakeholders to resolve urgent issues by employing effective communication and escalation procedures
  • Adhere to key experience SLAs and focus on achieving northstar metrics targets to ensure Passes delivers an amazing support experience
• Build Scalable Support Documentation and Processes:
  • Identify opportunities for improvement across different support functions and assist with delivering key operational adjustments to day-to-day support processes
  • Assist with defining, documenting, and deploying best-in-class standard operating procedures for support
  • Help deploy a variety of key support programs that focus on scaling the function and establish long-term trust with Passes creators and fans
• Generate and Share Product Feedback and Insights:
  • Serve as the ‘voice of the customer’ for Passes creators and fans by collecting insights from troubleshooting persistent issues and potential product defects
  • Share and consolidate relevant customer feedback to guide engineering and product prioritization
  • Educate stakeholders on existing features that elevate product knowledge and resolve future issues among Passes creators and fans

Qualifications:

• 1-2 years of proven experience in a support role under a customer service environment, technical support team, or similar function.
• Excellent data-driven and critical thinking skills that help with troubleshooting complex product issues
• Effective communication (written and verbal) and interpersonal skills
• Proven ability to deliver strong and consistent customer service metrics under a high-pressure environment
• Experience with writing business and technical processes
• Passion for the creator economy and supporting the success of creators.
• Plus: Experience with project management or data analytics tools and software

Benefits:

• Competitive salary and equity package.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan.
• Unlimited PTO.
• Professional development opportunities and continuous learning support.
• Flexible work environment with opportunities for remote work.

*Passes is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.