Customer Support Associate
- Compensation
- $1K / mo
- Location
- Remote
- Work setup
- Remote
- Seniority
- Not specified
- Employment
- Contract
- Experience
- 2+ years
- Category
- Support
- Posted
Must have
- At least 2 years of hands-on customer support or customer service experience, ideally in an email or ticket-based environment.
- Experience owning an email or ticket-based support queue, not only assisting another support owner.
- Strong written English and the ability to explain delays, policies, and next steps without sounding scripted.
- Good investigative habits. You can trace an order or payment issue, gather the missing information, and determine who needs to act.
- Reliable follow-through. You keep track of unresolved cases and close the loop with the customer.
- Organized recordkeeping and comfort using tags, statuses, notes, saved replies, and escalation workflows.
- Sound judgment about what you can resolve independently and what should be escalated.
- Comfort working remotely and communicating through Intercom, email, and Slack.
- Availability to work a full-time schedule aligned with US Pacific business hours. The exact recurring schedule will be confirmed before hire.
Nice to have
- Experience supporting ecommerce, merchandise, ticketing, live events, memberships, online communities, sports, entertainment, or creator-led brands.
- Experience with Intercom or a similar customer support platform.
- Familiarity with refunds, order tracking, payment troubleshooting, knowledge bases, and social or community support.
- An interest in dance and the communities IDL serves.
Full description
Own IDL's Intercom inbox and provide clear, reliable support for ticket buyers, merchandise customers, and Community Division participants.
IDL needs one person accountable for its Intercom inbox. You will answer ticket, merchandise, payment, and Community Division questions, investigate unresolved issues, and follow up until the customer has an answer or a clear next step.
About the Role
Your initial focus will be owning IDL's Intercom inbox for ticket, merchandise, payment, and Community Division questions. You will handle routine requests directly and route cases that require approval, additional access, or another team member's judgment.
Email will be the primary support channel at first. Over time, and within an agreed schedule and scope, you may help extend IDL's support process to social DMs, community channels, and selected partner or affiliate inquiries.
This is a hands-on role. You will investigate each issue, find the right answer, communicate it clearly, and follow through until the customer knows what happened. You will also keep support records organized and help IDL spot recurring problems.
What You’ll Own
- Own the day-to-day Intercom inbox and keep customer conversations moving.
- Respond to questions from ticket buyers, merchandise customers, Community Division participants, and other members of the IDL community.
- Investigate merchandise order status, shipping problems, missing or incorrect items, payment questions, and other post-purchase issues.
- Process routine refunds, registrations, and account changes using IDL's approved procedures, and escalate cases when approval or access is required.
- Work with the relevant internal owner when an issue cannot be resolved directly, then update the customer rather than leaving the case unattended.
- Tag, organize, and document conversations so open issues, owners, and next steps are clear.
- Follow up on unresolved cases instead of waiting for customers to ask again.
- Maintain and improve saved replies, internal instructions, FAQs, and customer-facing help content.
- Share recurring questions, complaints, and operational problems with the team so IDL can address their causes.
- Help document what IDL would need before expanding support into additional channels or customer groups.
What Success Looks Like
Customers receive clear, accurate, and timely answers. Open issues have a visible owner and next step. Paid orders and registrations do not disappear into an inbox, and customers do not have to repeat themselves to get help.
In your first 90 days, you will learn IDL's ticketing, merchandise, and Community Division support workflows; take ownership of the Intercom inbox; organize outstanding cases; and establish a dependable process for follow-up, escalation, and reporting recurring issues.