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Customer Support Associate

Please note: Position is based in San Francisco, CA.

Universe is building the future of events. We’re looking for an ambitious, bright, and self-driven individual to join our Customer Experience Team in San Francisco as a Customer Support Associate. As a member of the team, you will be engaging directly with our customers and will work closely with development, product and sales to ensure product quality and customer satisfaction.


What your day would look like:

  • Engage with customers via live chat, support tickets, and  to resolve issues and requests with strong customer empathy
  • Advocate for the customer by ensuring their needs are being met and clearly communicate roadblocks to the product and design teams
  • Log issues and user feedback, and work closely with developers to reproduce issues, problem solve, and verify fixes
  • Assist with product testing of new features and platform upgrades/fixes
  • Identify process optimizations and improvements to customer success flows to improve the support experience
  • Develop content to enrich and improve our help center, including articles, videos, and blog postings
  • Working a split schedule with work from home weekend flexibility (Sunday-Thursday, 7am-4pm or Tuesday-Saturday later 11-8pm)


What we're looking for:

  • Energetic, enthusiastic and able to communicate effectively with clients with a focus on customer satisfaction
  • Extremely detail-oriented, organized and able to provide clear and accurate updates to relevant teams
  • A motivated self-starter with strong problem-solving skills and a track record of meeting and exceeding goals through creativity and relationship building
  • A quick learner with a strong understanding of technology and how to use it efficiently
  • Flexibility to work non-traditional hours
  • Experience with creating and editing Help Center docs for customers a plus


Here’s why you’ll love working at Universe:

  • Competitive benefits package including coverage for health, dental, vision & more with 401K matching
  • 10 days paid vacation (plus national holidays, 2 personal days, 5 volunteer days, and more)
  • A friendly office culture that supports a healthy work-life balance, meditation breaks, and monthly socials (scavenger hunt, Museum of Ice Cream, happy hours, etc.)
  • A supportive learning culture including snack and learns, access to online learning subscriptions, professional development reimbursements, and more
  • Two free annual tickets to a Live Nation event of your choice, unlimited access to Live Nation amphitheater shows in North America for you and a friend and more event perks
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