Customer Service Specialist

Overview

The Customer Support Specialist will be the primary point of contact for event

PERCH users, delivering high-touch support to event planners, luxury firms, and industry creatives. Using Intercom for in-app chat, optimizing AI-driven responses, and knowledge base management, the specialist will ensure users maximize platform features (e.g., Projects, timelines, budgets) and resolve issues quickly. The associate will support in user onboarding, training and research. The associate will work in collaboration with the operating team, developers, and marketing to ensure the success of event

PERCH and our objectives. The role supports event

PERCH’s goal of scaling to 500+ active users while maintaining exceptional service rooted in 30+ years of luxury event expertise. Fostering a positive work culture and being an ambassador for our brands.

This role reports directly to the Head of Product. Based on measured success, this candidate will have the opportunity for a full-time role with salary and benefits. There are also opportunities for upward mobility in event

PERCH and our other brands.

• $20-30 per hour, minimum 10 hours per week, up to 30 hours.

• Serve as the primary point of contact for event
  
  PERCH users, delivering high-touch support to event planners, luxury firms, and industry creatives.
• Use Intercom for in-app chat, optimize AI-driven responses, and manage the knowledge base to help users maximize platform features (e.g., Projects, timelines, budgets) and resolve issues quickly.
• Assist with user onboarding, training, and research.
• Collaborate with the operating team, developers, and marketing to ensure the success of event
  
  PERCH and alignment with company objectives.
• Support event
  
  PERCH’s goal of scaling to 500+ active users while maintaining exceptional service.
• Foster a positive work culture and serve as an ambassador for our brands.

• Minimum 2 years of experience in customer service, customer success or sales for a software company required.
• Event operations, event planning, event management, or hospitality experience welcomed.
• Google Workspace and mac/Apple experience preferred.
• Intercom app experience required.
• Kajabi and Notion software experience preferred.
• Hospitality software experience preferred.