Customer Support Specialist

We’re Looking For

We’re looking for a Customer Support Specialist with Customer Service experience supporting SaaS products to join our team. This role involves providing exceptional customer service through live chat, email and phone, helping users navigate our ticketing platform, and ensuring a smooth experience for all customers.

About Ludus

Ludus is a SaaS company that builds digital tools trusted by thousands of organizations of all sizes to power their event ticketing, marketing, fundraising, retail and registration needs. We are seeking a Software Support Specialist to join our Customer Success team at Ludus.

Responsibilities

• 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

Requirements

• Strong Technology and SaaS Expertise — Proven experience supporting SaaS products via chat, email, or phone, and the ability to quickly learn Ludus’s software, including 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.

Bonus Qualifications

• 2+ years of customer service experience supporting SaaS products via chat, email, or phone.
• Understanding of event or box office ticketing software in performing arts industry.
• Familiarity with customer service software, such as Intercom/Zendesk, and the ability to quickly learn new platforms.
• Experience using Apple/Mac products, Jira and Slack.
• Comfortable working in a hybrid environment with 2–3 days per week in our Ada, Michigan office.

Perks

• Health Insurance (Medical, Vision, Dental)
• 401(k) matching
• Profit Sharing and Stock Options
• Personal Wellness
• Experience Credit
• Flexible Vacation Time
• Sick Days

Pay

$25/hr (40 hours per week)

Schedule

Monday–Friday, 10 a.m. – 6 p.m. with Monday and Wednesday in our Ada, Michigan Office (Hybrid)Saturday Rotation - every 5-6 weeks