About ThunderTix
ThunderTix is a web-based ticketing platform built for performing arts organizations, schools, venues, and live events. Box offices use ThunderTix to sell reserved seating and general admission tickets, manage patrons and donors, run subscriptions and fundraising campaigns, scan tickets, sell merchandise and concessions, and more.
We are a small-but-mighty team that cares deeply about the clients we serve. Because we work closely across departments, every team member has a meaningful impact on both the customer experience and the continued improvement of our platform.
We are looking for a Customer Success Specialist who is detail-oriented, calm under pressure, technically curious, and genuinely enjoys helping people succeed with software. This role goes beyond responding to support requests. It includes client education, proactive outreach, product testing, internal collaboration, and the creation of resources that help our customers get more value from ThunderTix.
What You’ll Do
Customer Support and Client Success
- Deliver rapid, high-quality written support with clear, friendly, accurate, and professional responses..
- Communicate with warmth, empathy, and a strong sense of urgency, providing a level of care that goes beyond standard technical support..
- Troubleshoot client issues, investigate unexpected behavior, and guide users toward the most effective solution..
- Ask thoughtful follow-up questions to fully understand a client’s goals, workflows, and concerns..
- Follow up on support conversations to confirm that issues were resolved and that clients received the guidance they needed..
- Onboard new customers and train staff on ThunderTix workflows, features, and best practices..
- Proactively recommend features, tools, and processes that help clients improve their operations, increase revenue, and get more value from the platform..
- Conduct client outreach to encourage feature adoption and ensure customers understand how to use newly released or underutilized tools..
- Identify clients who may need additional guidance and proactively offer training, resources, or personalized support..
- Host webinars, demonstrations, group trainings, and one-on-one client sessions as needed..
Product Testing and Quality Assurance
- Test new features, product updates, bug fixes, and workflow improvements in the browser before and after release..
- Review Jira cards carefully and verify that functionality meets the stated requirements and expected customer experience..
- Reproduce reported bugs, document findings clearly, and provide engineering with accurate steps, examples, screenshots, and relevant context..
- Collaborate closely with the engineering and product teams to clarify requirements, communicate client impact, and validate completed work..
- Test features across relevant browsers, devices, user roles, account configurations, and workflows..
- Look beyond the primary use case to identify edge cases, usability concerns, confusing language, or unintended consequences..
- Confirm that resolved issues work correctly before Jira cards are moved to completion..
- Monitor newly released functionality and report any patterns, regressions, or client confusion..
Product Education and Customer-Facing Content
- Write and update customer-facing discussions, help content, announcements, emails, and educational materials for new and existing features..
- Translate technical product updates into clear, approachable language that clients can easily understand..
- Create video tutorials, feature demonstrations, webinar recordings, and other educational content..
- Keep existing resources accurate as features and workflows evolve..
- Coordinate product education with feature releases so clients have timely instructions and supporting materials..
- Help develop feature-adoption campaigns that encourage customers to use tools that can improve efficiency, engagement, or revenue..
Chatbot and Knowledge Management
- Regularly review and update ThunderTix’s support chatbot, Bolt, for accuracy, clarity, and completeness..
- Add information about new features, product changes, common support questions, and updated workflows..
- Identify incorrect, outdated, incomplete, or confusing chatbot responses and revise them promptly..
- Monitor recurring questions and support trends to determine where Bolt or other educational resources need improvement..
- Ensure chatbot guidance remains consistent with current platform functionality and company policies..
Voice of the Customer and Cross-Functional Collaboration
- Serve as a strong voice of the customer by sharing common questions, pain points, feedback, and feature requests with the broader team..
- Identify trends across support cases and recommend product, process, or educational improvements..
- Communicate client feedback with enough context to help the product and engineering teams understand the underlying need..
- Collaborate with customer success, support, sales, product, and engineering to provide a consistent client experience..
- Help prioritize issues based on urgency, frequency, client impact, and business value..
- Maintain strong internal follow-through so client concerns, Jira cards, content updates, and product questions continue moving toward resolution..
What We’re Looking For
Must-Haves
- Excellent written English; grammar, spelling, tone, and clarity matter greatly..
- Strong attention to detail and consistent follow-through..
- Two or more years of experience in customer success, customer support, account management, software support, or a related client-facing role..
- Comfortable learning software, investigating problems, and explaining technical steps clearly to non-technical users..
- Ability to test workflows methodically and document bugs or unexpected behavior in a clear, reproducible way..
- Confidence collaborating with product and engineering teams..
- Strong organizational skills and the ability to manage support conversations, testing assignments, follow-ups, and content projects simultaneously..
- A professional, patient, kind, and empathetic communication style..
- A proactive mindset and willingness to identify needs before a client asks for help..
- Curiosity about using AI tools to improve support, testing, documentation, content creation, and customer-success workflows..
- Ability to accept feedback, adjust quickly, and remain calm when handling urgent or complicated client concerns..
Nice-to-Haves
- Box office, theatre management, performing arts, venue, or live-event experience..
- Experience with software quality assurance, Jira, bug reporting, or browser-based testing..
- Familiarity with browsers, devices, CSV or Excel files, image formatting, and basic web concepts such as HTML..
- Experience writing customer-facing content, including emails, newsletters, announcements, help articles, and release communications..
- Experience creating tutorials, training videos, webinars, or software demonstrations..
- Familiarity with CRM platforms, email marketing tools, ticketing systems, payment gateways, or patron databases..
- Experience reviewing or maintaining an AI chatbot or internal knowledge base..
What Success Looks Like
A successful Customer Success Specialist:
- Responds to clients promptly, accurately, and with genuine care..
- Takes ownership of questions and follows them through to resolution..
- Helps clients understand not only how ThunderTix works, but how to use it more effectively..
- Produces thorough, reliable testing that helps the team release stronger features and fixes..
- Communicates clearly with engineering and product teams..
- Keeps customer-facing documentation, videos, and chatbot content accurate and current..
- Recognizes recurring problems and proactively recommends improvements..
- Builds trust with clients through consistency, warmth, professionalism, and follow-through..
- Contributes directly to customer retention, feature adoption, product quality, and long-term client success..
Why Join ThunderTix
- Fully remote work with a flexible schedule..
- Competitive salary with opportunities for growth based on clearly defined milestones..
- Medical insurance..
- Flexible vacation policy with approval..
- Ten paid holidays..
- A collaborative environment where your work directly impacts customers and the product..
- The opportunity to work closely with leadership, product, and engineering in a role with meaningful ownership and visibility..
Location
This is a fully remote position. Applicants must be currently based in Texas to be eligible for employment.
How to Apply
Please email your resume and salary expectations to [email protected].
Job Type: Full-time
Pay: $55,000.00 - $80,000.00 per year
Benefits:
- 401(k)
- Flexible schedule
- Health insurance
- Paid time off
- Work from home
Location:
Work Location: Hybrid remote in Texas
