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 Customer Support Specialist to join our Customer Success this role youll be the first point of contact for customers providing support via live chat email and phone. You will use your experience with SaaS products to help customers navigate our platform answer questions and resolve issues efficiently ensuring a smooth and positive experience for all users.

If you are a proactive professional with SaaS customer support experience and a passion for delivering exceptional service we want to hear from you.

• MondayFriday 9 a.m. 5 p.m.

• Saturday Rotation as needed
  

Learn more about Ludus here

Things you should know before applying

At Ludus our mission is to bring people together through shared experiences. Its a big goal that allows for limitless expansion to make a difference in the world.

We get shit done move fast and are constantly learning and adapting. We embrace low process and high trust to navigate change and figure out what works.

We believe success is never final and when you think it is that is when you fail. For us success is a sum of small efforts including trial and error so we move at an unrelenting weekly pace.

In order to grow as a company and individually discomfort is necessary so we can continue exploring new ideas and push ourselves to build quality tools to offer the best solutions for our customers.

If you prefer a hand-holding environment where everything is black and white thats not us. If youre a self-starter and can thrive in controlled chaos Ludus is the place for you its time to find your role

What youll be doing

• 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

Traits were looking for

(In no certain order)

• Strong Technology and SaaS Expertise Proven experience supporting SaaS products via chat email or phone and the ability to quickly learn Luduss 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 including 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 Slack and Intercom and the ability to quickly learn new platforms.

• Experience using Apple/Mac products Jira Intercom and Slack

• Comfortable working in a hybrid environment with 23 days per week in our West Michigan office

Perks

Health Insurance (Medical Vision Dental) Provided by Blue Cross Blue Shields and Guardian. Ludus covers 90% of the premium of our employees and 50% of all dependents.

401(k) matching Full match on the first 5% contribution and 50% match on the next 5% of contribution (7.5% contribution match by Ludus if you contribute 10%).

Profit Sharing and Stock Options We believe in sharing our success and offer annual profit-sharing bonuses during profitable years along with stock options that give employees a stake in our long-term growth and success.

Personal Wellness $50 monthly reimbursement that can be used on anything personal wellness related.

Experience Credit $100 yearly reimbursement toward concert tickets theatre tickets etc. to encourage shared experiences.

Flexible Vacation Time Employees start with 12 days to use for vacation or personal time off. Time is added based on tenure.

Sick Days Ludus offers 72 hours of sick leave for employees under the weather.

Role Details

• Compensation: Starting at $20-$25/hr (40 hours per week)

• Location: Hybrid / West Michigan (U.S. Only)
  

Apply for the job

Interested in joining our growing team Then wed love to hear from you!