Provide customer support via email and chat for Spotlio's platforms, troubleshoot issues, and liaise with internal teams to resolve tickets.
About Spotlio
Spotlio is a pricing, e-commerce, and distribution company that helps resorts and attractions increase revenue and create better guest experiences before arrival. We provide technology for ski resorts, attractions, waterparks, and other ticketing businesses to optimize online sales through dynamic pricing, revenue management, and e-commerce solutions.
Our pricing services can be integrated via API into any e-commerce platform or used through our native platform, Cloud Store. Spotlio supports businesses across the US, Canada, Switzerland, Germany, Austria, France, Japan, New Zealand, Australia, and Chile, and continues to grow internationally.
Our mission is to help our partners run more successful businesses so their guests can spend more time doing what they love. We handle the complexity of maximizing online sales so our clients can focus on delivering exceptional on-site experiences. If you’re excited about technology, customer experience, and being part of a company helping businesses in the leisure industry thrive, we’d love to hear from you.
Location note: We can only accept applications from candidates who live, or are willing to live, in one of the following states: TX, CO, FL, ME, IN, SD, and VT.
Job Overview
We are looking for a proactive and customer-focused B2B Technical Support professional to join our team. In this role, you will be the first point of contact for our clients across the different brands and platforms we support, helping them resolve issues efficiently and delivering a high-quality support experience.
You will provide support via email and chat, troubleshoot product and platform issues, and work closely with internal Tier 2 and Tier 3 teams to ensure tickets and bugs are properly tracked, escalated, and resolved. This role is ideal for someone who enjoys problem-solving, communicates clearly, stays calm under pressure, and is motivated to learn in a fast-paced SaaS environment.
Core Responsibilities:
- Be the first point of contact for our customers across all brands we support
- Respond to customers' incoming emails and chats
- Provide multi-product support across Spotlio's suite of platforms and brands
- Be the voice of the company to our customers
- Log, track, and manage bugs and support tickets in Jira, communicating with Tier 2 and Tier 3 teams internally to drive issues to resolution
- Assist with support queue management in Zendesk/Freshdesk
- Monitor and respond to app store reviews across supported brands as part of reputation management efforts
- Opportunities to participate on other sub-support teams and take on ad hoc projects
Schedule Expectations
- 5 shifts per week for a total of 40 hours per week
- Shifts start between 6am-10am Pacific Time
- Schedules will be set as early and with as much flexibility as possible, and will include: Weekdays, Saturdays and/or Sundays & Holidays (Thanksgiving, Christmas, New Years, President's Day, etc)
Requirements:
- 2+ years of phone, email,or chat based support or equivalent customer facing service experience
- Outstanding written and verbal communication skills
- Excellent computer and internet skills
- Excellent analytical and problem solving skills
- Self-motivated and ability to learn quickly
- Positive attitude, level-headed, and good composure during stressful problems
- Reliable internet setup at home with minimum 8 Mbps download / 1.5 Mbps upload speed
- Able to work 6am PST shifts, weekends, holidays and/or be on call during peak season.
Nice to Have
- Previous experience supporting SaaS, e-commerce, or ticketing platforms
- Familiarity with Zendesk, Freshdesk, Jira, or similar support and ticketing tools
- Experience troubleshooting technical issues and coordinating with internal product or engineering teams
- Background in B2B customer support
- Experience working in a fast-paced remote environment
- Knowledge of the attractions, tourism, or leisure industry
- Ability to manage multiple priorities while maintaining strong attention to detail
Interested? Apply!
Applications will only be accepted via Lever, Spotlio's job site. Please, no phone calls or outside agencies.
Spotlio is proud to be an equal opportunity workplace employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or other protected class.
Top Skills
Freshdesk
JIRA
Zendesk
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