Our ticketing software is used by clients throughout the UK and beyond, including some of the largest theatres in London's West End. This role sits at an important point in our day. UK evenings are when live entertainment actually happens - curtain up, doors open, last-minute ticket queries - and they fall squarely inside the US working day. You'll be covering both: supporting UK venues through their busiest hours while our American clients are still mid-afternoon at their desks. You'll also be closing a gap in our global support cover. When the London team logs off, you pick up; when you finish at 11pm, our Australian team is preparing to come online. Our clients get a continuous chain of support, and you'll be a crucial link in it. This is a fully remote, part-time role working Monday to Friday, 7pm-11pm UK time (20 hours per week). As a key member of the Client Success team, you will be the first point of contact for client queries during this window, mainly via email but occasionally video calls, working diligently to respond to, track, monitor and resolve all client inbound queries in a timely manner. HOURS AND WORKING PATTERN WHAT WE OFFER ESSENTIAL DESIRABLE - Establish and build relationships with our clients across both the UK and US. Email us at [email protected] with your CV, along with a short note on why the role and the evening hours suit you. We review applications as they arrive, so early applications are welcome. Applications close at 23:59 on the 31st of October. No recruiters please. We are an equal opportunities employer, passionate about collaboration, inclusivity and equality. We welcome candidates with diverse professional and personal experiences, and evaluate qualified applicants without regard to race, colour, national origin, religion, sex, sexual orientation, gender identity, disability or any other legally protected status. Please let us know if you would require any reasonable adjustments.Job Summary
Job Description
- 20 hours per week, worked across five evenings, Monday to Friday.
- Set hours of 7pm to 11pm each evening (UK time).
- Fully remote - you can be based anywhere in the UK.
- You must have the right to work in the UK.
- GBP 14.00 per hour (GBP 14,560 per annum for 20 hours per week).
- Fully remote working.
- A substantial annual ticket allowance so you can experience the latest in live entertainment.
- Pension: 3% contribution from Line-Up, minimum 5% from you.
- Optional health insurance.
- Full onboarding and training, plus ongoing support from the wider Client Services team.
- A supportive and inclusive culture with lots of learning and development opportunities.Job Requirements
- High degree of competency with technology.
- Experience in theatre or live entertainment ticketing.
- Ability to learn the intricacies of a software platform and use it to diagnose and respond to client enquiries.
- A polite, friendly personality and a positive outlook to client interactions.
- Comfortable working autonomously - evenings are a smaller team, so you'll need sound judgement and know when to escalate.
- Confident communicating with clients across different regions and cultures.
- Well-organised with handovers - clear, concise written updates matter.
- A reliable home working setup with stable internet and a quiet space for calls.
- Based in the UK with the right to work here, available all five weekday evenings.
- Experience of working with a SaaS technology system.
- Previous experience in a remote or out-of-hours support role.
- An enthusiasm for theatre and live entertainment.Job Responsibilities
- Act as the first point of contact for US clients during their afternoon office hours, responding with the same standard of care our daytime team provides.
- Analyse and understand the details of client enquiries.
- Answer enquiries, direct clients to online tutorial content or engage internal teams as required to solve the enquiry.
- Create and manage client support tasks, assigning to relevant team members and tracking progress to ensure a timely response.
- Liaise with clients where necessary to update them or gather further insight.
- Pick up the handover from the London team at the start of your shift, taking ownership of anything still open.
- Hand over to the Australian support team at the end of your shift, flagging anything urgent or unresolved.
- Work with the Client Services team to create and update client support and education material.Useful Links
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