Full-Time Customer Service Coordinator

FAN EXPO HQ is the largest pop-culture event producer in the world. As a Customer Service Coordinator, you'll be the hero making sure our fans have next-level experiences.

This remote gig lets you work from home, but when the show calls, you'll be on-site, in the action, making the magic happen at select events throughout the year.

Plus, you'll provide remote support for other epic shows when needed.

We're looking for a dedicated, U.S.-based team player who's ready to bring the energy, solve problems, and keep the fandom hype alive.

Key Responsibilities

• Deliver outstanding service via email and in-person interactions to provide the ultimate fan experience.
• Be prepared to travel to see our shows and provide on-site customer service as needed.
• Collaborate with Operations and Marketing to resolve customer and ticketing issues.
• Work with the Marketing team and ticket platform provider to improve the fan experience.
• Provide solutions and alternatives within time limits, ensuring follow-up and escalation when necessary.
• Assist with orders, refunds, upgrades, or exchanges.
• Manage incoming emails and advise on company/show information.
• Offer assistance for accessibility requests.
• Keep accurate records of customer interactions and file documents.
• Follow communication procedures, guidelines, and policies.
• Compile reports on customer satisfaction, ticketing, and other relevant areas.
• Assist with admission ticket builds and Will Call requests.
• Support the RFID badge ordering and fulfillment process.
• Bring new ideas, problem-solve, and support the execution of initiatives to enhance our shows.
• Continuously contribute to the ongoing improvement of the FAN EXPO experience.
• Other duties as required.

Requirements

• Proven experience in customer service, preferably in the events industry.
• Strong communication skills (written and verbal).
• Ability to work independently and manage time effectively.
• Willingness to travel and be on-site at select events.
• Proficient in customer service software and tools (e.g., Zendesk, Word, Excel).
• Exceptional problem-solving skills and attention to detail.
• Positive attitude, strong work ethic, and a team player.
• Located in the United States.

What is the last date for applying to the job?

Which countries are accepted for this remote job?