Customer Support Agent

LocationLos Angeles
Employment TypeFull-time

DICE was built for fans, and we’re on a mission to get people out more. We’ve grown from a six-person start-up in London to become one of the fastest growing consumer businesses to originate from Europe.

We’re working hard to make sure the app is easy and that most of the time fans don’t need to contact us. But when they do need help, we want to ensure they have the best team available to help solve their queries.

Well, not just “solving their queries” - that wouldn’t be aiming high enough. We want to make sure fans have such a good experience they waltz into the gig and buy everyone drinks!

We’re growing our LA-based team and looking for an experienced Customer Support Agent to focus on North America, extending the hours where support will be available. Spanish language skills are a bonus, as the role will also be supporting our Spanish speaking cities.

NOTE: This is a full-time role based in our LA office, and requires working a fixed schedule of hours across seven days per week. But don’t worry, we’ll work together closely to find an arrangement that works.

Responsibilities:

  • Liaising between fans to resolve light complexity issues via email on various topics such as: ticket transfers, refunds, account queries, cancellations etc
  • Providing accurate, valid, and complete information by using the right tools, methods, and processes
  • Ensuring a high level of customer service and a positive guest experience
  • Supporting your colleagues with peer learning, and being open to feedback from others
  • Positively participating in company events, and in weekly team meetings
  • Taking part in new projects and tests that we may need your help with
  • Promoting the DICE culture
  • Supporting our team with other projects and tasks to do with expansion.

Requirements

  • You have at least 1-2 years experience dealing with customers in an online/digital environment
  • Great support isn’t just about answering emails - it’s about problem-solving and you love that
  • You’re methodical and detail oriented. You’ll always make sure you’ve addressed the fan’s problem before you fire off a reply
  • You go the extra mile, but believe in small gestures too
  • You’re not too shy to get stuck in, to hustle around a problem to get the best result for a fan
  • You understand that good spelling and grammar conveys trustworthiness and friendliness, and that means a lot to the fans
  • You enjoy working with our product team to provide insights that will help shape the future of DICE
  • You are extremely computer literate and experienced using various office applications and CMS systems
  • Spanish language skills beneficial
  • Understanding of customer support software such as Help Scout, Zendesk, Desk or others (bonus)

BENEFITS

You'll be working in a fast paced, new team with smart, passionate, interesting people who have amazing ideas that often become reality. We're on a mission and you'll be an integral part of the team to make a BIG impact. We're well funded and have global ambitions - let's be honest, you'll love working here.

  • LA office
  • Competitive Salary
  • Unlimited Holiday
  • Healthcare plan
  • Chance to come to our London office and meet the rest of our 100+ employees!

 

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