Customer Success Specialist

  • 254 W 54th St, New York, NY 10019, USA
  • Employees can work remotely
  • Full-time

Company Description

On The Stage is an all-in-one online SaaS platform designed for school, community, and independent theatre makers by theatre professionals with real experience in the tech industry.

We make Broadway caliber technology tools to help Performing Arts producers achieve their creative and financial goals.  Our end-to-end SaaS platform includes a comprehensive online ticketing system, public-facing promotional portals, adaptable audience engagement features, live capture and streaming software, and best-in-class support. Our customers produce and manage live and virtual events, increase ticket sales, save time, and elevate the stature of their program with their audience and in the community.  Over 900 venues have sold over 800,000 tickets via our platform. 

We were founded by a Tony Award winning producer and serial tech entrepreneurs with multiple $8 figure exits between them, funded by a group of angel investors experienced in both tech and the Arts who are focused on empowering theatre markers with great technology.

We believe:

  • Creativity thrives when artists and educators have the resources they need.

  • Live Art is most successful in a sustainable environment of mutual appreciation and exchange with its audience.

  • Everyone deserves access to the tools and support they need to bring their visions into the world.

We’re in the business of technology, but in service to the arts. For more information about On The Stage, visit: www.OnTheStage.com.

Job Description

  • Departmental Collaboration - working closely with the Sales Team and Account Management Team on a daily basis, prioritizing the needs of new and existing clients, ensuring those needs are met in a timely, productive, and scalable way. 

  • Client Onboarding - Webinars, Q/A sessions, group training sessions

  • General Client Support - Day-to-day client support, resolving trouble tickets, online chat, troubleshooting, account provisioning, performance/event support coverage, etc.

  • Internal Expert - deep product knowledge, knowing the ins/outs of the platform, and staying abreast of features and platform changes and communicating those to internal staff as required

  • Knowledge Base - Under direction of Client Support Manager, creating/updating knowledge bases for client/patrons and internal staff including one sheets for CS Big Book, instructional videos for YouTube channel, contributions to company newsletter/blog.

  • Other projects as assigned.

Qualifications

  • Minimum of 3+ years experience in Customer Service, Tech Support, or Sales experience in the B2B SaaS space, with demonstrated success in providing excellent service

  • Minimum 2+ years experience working in a box office, ticketing or a related live event space

  • Experience with G-Suite, Slack, Asana, and LiveAgent or ZenDesk is a plus 

  • Self-motivated, with a “get it done” attitude and affinity for working in a fast-paced environment

  • Tech Savvy- can pick up on new technologies quickly and easily 

  • Strong attention to detail, well-organized, as well as great oral and written communication skills 

  • Works well with a team, and enjoys working with others on projects! 

  • Bonus if you have a background in or a strong interest in the Performing Arts Industry

Additional Information

This is a full time job with benefits, with hours fluctuating between 30-40hrs/week depending on seasonal departmental needs.  Equity may be available. Some nights/weekends may be required as needed.

Equal Opportunity Statement

On The Stage is committed to strengthening our culture of inclusion through our hiring practices. We recognize and celebrate that we are better able to grow and learn together with a diverse team. When recruiting for On The Stage, we welcome the unique contributions that diversity of personal experiences brings to the team. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. All are welcome at On The Stage.

All your information will be kept confidential according to EEO guidelines.