Fan Support Lead - VIP & Premium Experiences (Contract) - Sofar Sounds Limited : Job Details

THE ROLE

The Sofar Fan Support Lead's (VIP & Premium Experiences) job is above all to delight fans. As you develop a comprehensive understanding of the products and services Sofar's VIP team offers artists and fans, you will be responsible for answering questions, relieving concerns and creatively solving problems for fans all over the world. You will provide customer support to fans through email, text message and by phone.

You will work with internal team members to ensure fans have the best possible experience at the show. On the Fan Support team, you will be dedicated to connecting fans with the artists they love.

Note that this is a contract role that requires 30 - 40 hours per week. Candidates must be available 9am - 5pm Central Time.

• Respond promptly to customer inquiries via email (and potentially text, phone and more)
• Provide accurate information and guidance to fans
• Maintain a high level of professionalism and empathy in all fan interactions.
• Build and maintain the internal and external knowledge bases for frequently asked questions
• Review completed work from other contractors and provide guidance and coaching, as needed
• Master Zendesk and inform our team strategy on improving our use of it and associated tools
• Work with the team leaders to define, create, optimize, and implement internal processes and policies for the Fan Support team

• Experienced in customer service, client service, ticketing operations or related roles
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty
• Able to solve problems and develop unique solutions
• A team player, ready to collaborate with the Ticketing Operations and Campaign Management teams
• Ready to master Sofar's system and software
• Experienced with Microsoft Excel and Google Sheets
• Experienced with helpdesk software (Zendesk is a plus)
• Passionate about live entertainment

About Us

Sofar is creating space where music matters. Our unique live experiences provide a place for artist discovery, local community and connection in non-traditional, unexpected places across 78 countries and growing. Through our artist services, we provide tools and services for artists to directly connect with fans and build sustainable, creative lives on their own terms.

Our work is largely inspired by our values:

- Creativity: We exist to support artists. We empower everyone in the Sofar community to bring their own creative energy to connect artists and audiences.

- Community: We come together to create the spaces where music matters, intentionally welcoming and respecting all music lovers around the world.

- Joy: We believe in the transformative, unifying, and joyful power of experiencing live music together.

Our global Sofar team is deeply passionate about music and the work we do. When we're not working, you can probably find us at a live show or telling anyone in earshot about the new song we can't stop listening to. Discovering and supporting artists gets us out of bed every morning – and knowing that we're creating memorable, intimate fan experiences worldwide drives our work forward.

If our mission and job opening resonate, you're encouraged to apply even if your experience doesn't precisely match the job description. We are committed to creating a culture of belonging and building a diverse team that reflects a variety of lived experiences, perspectives, and skills.