As a Customer Service Representative, you’ll be the voice of Xceed to our users. You’ll provide fast, empathetic, and effective support to people who are purchasing, managing, or attending events through our platform. You’ll help solve problems, clarify doubts, and ensure every Xceed user feels heard and supported.

Bilingual in English and Spanish, you’re comfortable in customer support tools, adaptable under pressure, and highly collaborative. You’re curious, analytical, and always looking for ways to deliver better service and smarter solutions.

We don’t expect you to follow a 9-to-5 - but we do need someone who’s fully present during the high-energy hours our users need us most, primarily evenings and weekends.

• Responding to User Inquiries: Handle incoming messages via email, live chat, and social media, resolving questions about ticket purchases, payments, cancellations, and event details
• Troubleshooting: Assist users with technical issues related to the Xceed app or website (e.g. login problems, ticket retrieval, payment errors).
• B2B Support: Handle basic inquiries from event organizers and venues (our B2B users), offering clear solutions when possible or forwarding more complex cases to the appropriate internal team.
• Working Evening and Weekend Shifts: Support includes shifts during evenings (typically 9 PM to 1 AM) and weekends, when most of our events take place.
• Issue Resolution: Collaborate with internal teams (ops, product, or finance) to resolve user issues effectively and in a timely manner.
• Feedback Collection Identify recurring user pain points and relay actionable feedback to the product and operations teams.
• Knowledge Base Maintenance: Help update and improve our help center articles and user guides to reduce friction and increase self-service support.

• A problem-solver with a proactive mindset and a love for helping others.
• A fluent communicator in English and Spanish. Bonus points for Italian, French, or German.
• Tech-savvy and comfortable using customer support platforms (like Zendesk, Intercom, etc.).
• Experienced or passionate  in nightlife, live events, or the entertainment industry.
• Comfortable working flexible hours, including late evenings and weekends.
• Detail-oriented, analytical, and eager to continuously improve the customer experience.
• A remote-friendly and diverse work culture.

• A chance to be part of a fast-growing tech startup in the events industry.
• We're remote first, fully flexible and diverse company. Work where and when you do your best.
• Unlimited time off. Take the breaks you need, no questions asked.
• Workcation encouraged. New city? New vibe? Go for it - work from anywhere.
• Always be learning. Unlimited access to our learning platforms (Codely, PluralSight, MasterClass, Blinkist…) plus weekly time to dive in.
• Free tickets to top music events and parties across Europe.
• Opportunities for growth within the company.
• Stay connected. team-building activities and meet-and-greet events.

I. Moderation is Fatal. We are fearless and think beyond boundaries. We believe it takes courage to write change.
II. Taste Everything. We are the discoverers of the future and take nothing for granted. We are curious. Everyday. About everything. We listen carefully to every customer, we forge trends, we experiment.
III. Always Inspire. We envision a world where empathy and sense of community drives humankind's passion for developing novelty. To make this happen, we are the doers at the front line of inspiration.
IV. Local at Heart. We believe creativity is born local and because of that, it should be nurtured by a sustainable ecosystem driven by the passion of artists, curators, and the people who truly love arts and give no fucks about posing.
V. Trust Above All. We prioritize trust among ourselves and with our customers, empowering it through transparency and open collaboration. If trust is compromised, we address it promptly.
VI. Embrace the Problem. Innovation happens when we spend time deeply understanding a pain, not jumping to a solution. We sit at the table and enjoy this process from A to Z.
VII. Have Fun. We are aware that changing the world won't always be pretty. So we'll always make sure to have a good time throughout the journey.