Customer Support Specialist

About the Role

As a Customer Service Representative youll be the voice of Xceed to our users. Youll provide fast empathetic and effective support to people who are purchasing managing or attending events through our platform. Youll help solve problems clarify doubts and ensure every Xceed user feels heard and supported.

Bilingual in English and Italian youre comfortable in customer support tools adaptable under pressure and highly collaborative. Youre curious analytical and always looking for ways to deliver better service and smarter solutions.

We dont expect you to follow a 9-to-5 - but we do need someone whos fully present during the high-energy hours our users need us most primarily evenings and weekends.

What Will You Do

• Responding to User Inquiries: Handle incoming messages via email live chat and social media resolving questions about ticket purchases payments cancellations and event details
• Troubleshooting: Assist users with technical issues related to the Xceed app or website (e.g. login problems ticket retrieval payment errors).
• B2B Support: Handle basic inquiries from event organizers and venues (our B2B users) offering clear solutions when possible or forwarding more complex cases to the appropriate internal team.
• Working Evening and Weekend Shifts: Support includes shifts during evenings (typically 9 PM to 1 AM) and weekends when most of our events take place.
• Issue Resolution: Collaborate with internal teams (ops product or finance) to resolve user issues effectively and in a timely manner.
• Feedback Collection Identify recurring user pain points and relay actionable feedback to the product and operations teams.
• Knowledge Base Maintenance: Help update and improve our help center articles and user guides to reduce friction and increase self-service support.

The Skills You Bring

• A problem-solver with a proactive mindset and a love for helping others.
• A fluent communicator in English and Italian. Bonus points for Italian French or German.
• Tech-savvy and comfortable using customer support platforms (like Zendesk Intercom etc.).
• Experienced or passionate in nightlife live events or the entertainment industry.
• Comfortable working flexible hours including late evenings and weekends.
• Detail-oriented analytical and eager to continuously improve the customer experience.

How We Support You

We believe in a culture that supports your best work and your best life.

• Unlimited Paid Time Off
• Flexible Working Hours
• Unlimited Remote Work
• Workation work from anywhere as long as it aligns with your teams dynamics.
• Access to learning platforms (Codely Coursera MasterClass) and dedicated time for personal development.
• Team-building activities and meet-and-greet events.
• Go Out Free passes to XCEED partners events to experience what our users do
• Referral Program to helping us find incredible talent

Who We Are

From clubs to festivals concerts to cultural movements XCEED is where people come together through music art and shared experiences. We believe unforgettable nights dont just entertainthey shape culture bring communities together and define local scenes.

XCEED is the platform behind the best nights outempowering event organizers to manage ticketing marketing and audience insights while helping fans discover their next unforgettable experienceall in one place. We are creators and challengers who refuse to watch from the sidelines. Every day is a chance to rethink rebuild and push further. We celebrate success and embrace smart risks and deep ownershipbecause shaping the future isnt for the passive.

Since 2009 weve been bridging the gap between the digital and physicalenhancing real moments with seamless technology. Today as one of the Financial Times Fastest Growing Companies in Europe 2025 XCEED powers events in 350 cities across 25 countries developing in collaboration with leading venues festivals and organizers across four continents.

What Sets Us Apart

• Were a growing dynamic company with an international and remote team where you will have a big impact in any role.
• We celebrate diversity and we ensure everyone feels valued and has fair opportunities.
• We constantly experiment with new solutions and encourage new ideas. We challenge the status quo.
• We believe in a culture where you can be yourself do great work and have a lot of fun along the way.

Our mission: bring people together through athentic experiences.

The Principles That Bring Us Together

I. Moderation is Fatal. We are fearless and think beyond boundaries. We believe it takes courage to write change.

II. Taste Everything. We are the discoverers of the future and take nothing for granted. We are curious. Everyday. About everything. We listen carefully to every customer we forge trends we experiment.

III. Always Inspire. We envision a world where empathy and sense of community drives humankinds passion for developing novelty. To make this happen we are the doers at the front line of inspiration.

IV. Local at Heart. We believe creativity is born local and because of that it should be nurtured by a sustainable ecosystem driven by the passion of artists curators and the people who truly love arts and give no fucks about posing.

V. Trust Above All. We prioritize trust among ourselves and with our customers empowering it through transparency and open collaboration. If trust is compromised we address it promptly.

VI. Embrace The Problem. Innovation happens when we spend time deeply understanding a pain not jumping to a solution. We sit at the table and enjoy this process from A to Z.

VII. Have Fun. We are aware that changing the world wont always be pretty. So well always make sure to have a good time throughout the journey.

Application Process

We are transparent and honest and throghout the process well keep you fully informed along the way. For this role youll expect going through:

• HR Call
• Offline Assessment
• Line Manager Call Live Assessment
• Stakeholder Call (TeamC-suite)
• Reference Check

At XCEED we are proud to be an equal opportunity workplace and employer. We review applications for employment regardless of race color religion gender gender identity or expression sexual orientation national origin genetics disability age marital status medical condition.