Customer Support Specialist

We’re looking for a Customer Support Specialist with Customer Service experience supporting SaaS products to join our team. This role involves providing exceptional customer service through live chat, email and phone, helping users navigate our ticketing platform, and ensuring a smooth experience for all customers.

Ludus is a SaaS company that builds digital tools trusted by thousands of organizations of all sizes to power their event ticketing, marketing, fundraising, retail and registration needs.

We are seeking a Software Support Specialist to join our Customer Success team  this role, you’ll be the first point of contact for customers, providing support via live chat, email, and phone. You will use your experience with SaaS products to help customers navigate our platform, answer questions, and resolve issues efficiently, ensuring a smooth and positive experience for all users.

If you are a proactive professional with SaaS customer support experience and a passion for delivering exceptional service, we want to hear from you.

• Monday–Friday, 9 a.m. – 5 p.m with Monday and Wednesday in our Ada, Michigan Office (Hybrid)
• Saturday Rotation - every 5-6 weeks

• Respond promptly and professionally to customer inquiries via chat, email and phone
• Troubleshoot and resolve customer issues, escalating when necessary
• Provide accurate, up-to-date information on products and services
• Stay current on product knowledge to increase autonomy and efficiency
• Actively contribute to team goals and collaborative projects

• Strong Technology and SaaS Expertise — Proven experience supporting SaaS products via chat, email, or phone, and the ability to quickly learn Ludus’s software, including its flexibility and customization for customers.
• Passion for Helping People — Ability to think creatively and guide customers to maximize their use of Ludus.
• Communication Skills — Proficient in written and verbal communication with customers via chat, email, phone, as well as creating help articles, videos, and other resources.
• Autonomous Decision Making — Confidence to make decisions that benefit both customers and the team.
• Self-Motivation — Proactively learning to gain autonomy over the product.
• Prioritization & Task Management — Efficiently managing multiple tasks, prioritizing customer support and key projects, and adapting to various roles within a small, collaborative team.

• 2+ years of customer service experience supporting SaaS products via chat, email, or phone.
• Understanding of event or box office ticketing software in performing arts industry.
• Familiarity with customer service software, such as Intercom, Zendesk, and the ability to quickly learn new platforms.
• Experience using Apple/Mac products, Jira and Slack.
• Comfortable working in a hybrid environment with 2–3 days per week in our Ada, Michigan office

• Health Insurance (Medical, Vision, Dental) — Provided by Blue Cross Blue Shields and Guardian. Ludus covers 90% of the premium of our employees and 50% of all dependents.
• 401(k) matching — Full match on the first 5% contribution and 50% match on the next 5% of contribution (7.5% contribution match by Ludus if you contribute 10%).
• Profit Sharing and Stock Options — We believe in sharing our success and offer annual profit‑sharing bonuses during profitable years, along with stock options that give employees a stake in our long‑term growth and success.
• Personal Wellness — $50 monthly reimbursement that can be used on anything personal wellness related.
• Experience Credit — $100 yearly reimbursement toward concert tickets, theatre tickets, etc. to encourage shared experiences.
• Flexible Vacation Time — Hourly employees start with 12 days to use for vacation or personal time off. Time is added based on tenure.
• Sick Days — Ludus offers 72 hours of sick leave for hourly employees under the weather.

• Location:
  
  Hybrid - Ada, MI
• Monday and Wednesday required in office. Relocation assistance is available for qualified candidates.
• Compensation: $25/hr (40 hours per week)
• This position reports to:
  Customer Support Manager

Interested in joining our growing team? Then we’d love to hear from you!