Ticket Platform Support Specialist (English)

Ticket Platform Support Specialist

We’re a mobile-first ticket platform that connects fans with unforgettable moments in live sports, concerts, and theater events. Our mission is to build software that enables happiness - by making it easier, faster, and more joyful to buy and sell tickets. Every interaction we have with our users is a chance to bring a little more excitement into their lives, and that starts with exceptional support.

Position Overview:

As a Ticket Platform Support Specialist, you’ll be the face (and voice) of our platform - guiding users through every step of their journey with us. Whether it’s helping a fan grab last-minute seats to the big game, or assisting a seller listing tickets for a sold-out show, your goal is to make every experience seamless, human, and enjoyable.

You’ll work closely with customers and internal teams to resolve issues, share product feedback, and be a key part of our mission to bring happiness through live events.

Key Responsibilities:

• Deliver empathetic, clear, and fast support to users via chat, email, and phone.
• Assist with platform navigation, ticket listings, order troubleshooting, payment issues, and account management.
• Educate users on app features, updates, and best practices to enhance their experience.
• Triage and escalate bugs or technical issues to the appropriate teams while maintaining user communication.
• Create and maintain support articles, help guides, and documentation.
• Advocate for the user by sharing insights with product, design, and engineering teams.
• Contribute to support process improvements and help us scale a world-class support operation.
• Occasionally provide support during peak event times (evenings/weekends) as needed.

What We’re Looking For:

• 2+ years of experience in customer support, preferably in a mobile app or e-commerce setting.
• Passion for live events and an understanding of the excitement they bring.
• Excellent written and verbal communication skills.
• Tech-savvy, fast learner, and able to work independently.
• Empathy, patience, and a genuine desire to help others.
• Experience with support platforms like Zendesk, Intercom, or Freshdesk is a plus.

Why You'll Love Working Here:

• You’ll help people access the events they love and create memories that last a lifetime.
• Be part of a supportive, mission-driven team that values empathy and innovation.
• Enjoy a flexible, remote-friendly work environment.

About Company:

TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.

We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.

Our solutions span Data & AI, Digital Experience & IT, CX Management and Trust & Safety. At the core of our innovation is Fuel iXTM, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.

Equal Opportunity Employer Statement

At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.