Catalate

B2B Technical Support

Reposted 2 Days Ago

Hiring Remotely in Austin, TX, USA

In-Office or Remote

Junior

eCommerce • Information Technology

The Role

Provide customer support via email and chat for Spotlio's platforms, troubleshoot issues, and liaise with internal teams to resolve tickets.

Summary Generated by Built In

About Spotlio

Spotlio is a pricing, e-commerce, and distribution company that helps resorts and attractions increase revenue and create better guest experiences before arrival. We provide technology for ski resorts, attractions, waterparks, and other ticketing businesses to optimize online sales through dynamic pricing, revenue management, and e-commerce solutions.

Our pricing services can be integrated via API into any e-commerce platform or used through our native platform, Cloud Store. Spotlio supports businesses across the US, Canada, Switzerland, Germany, Austria, France, Japan, New Zealand, Australia, and Chile, and continues to grow internationally.

Our mission is to help our partners run more successful businesses so their guests can spend more time doing what they love. We handle the complexity of maximizing online sales so our clients can focus on delivering exceptional on-site experiences. If you’re excited about technology, customer experience, and being part of a company helping businesses in the leisure industry thrive, we’d love to hear from you.

Location note: We can only accept applications from candidates who live, or are willing to live, in one of the following states: TX, CO, FL, ME, IN, SD, and VT.

Job Overview

We are looking for a proactive and customer-focused B2B Technical Support professional to join our team. In this role, you will be the first point of contact for our clients across the different brands and platforms we support, helping them resolve issues efficiently and delivering a high-quality support experience.

You will provide support via email and chat, troubleshoot product and platform issues, and work closely with internal Tier 2 and Tier 3 teams to ensure tickets and bugs are properly tracked, escalated, and resolved. This role is ideal for someone who enjoys problem-solving, communicates clearly, stays calm under pressure, and is motivated to learn in a fast-paced SaaS environment.

Core Responsibilities:

Be the first point of contact for our customers across all brands we support
Respond to customers' incoming emails and chats
Provide multi-product support across Spotlio's suite of platforms and brands
Be the voice of the company to our customers
Log, track, and manage bugs and support tickets in Jira, communicating with Tier 2 and Tier 3 teams internally to drive issues to resolution
Assist with support queue management in Zendesk/Freshdesk
Monitor and respond to app store reviews across supported brands as part of reputation management efforts
Opportunities to participate on other sub-support teams and take on ad hoc projects

Schedule Expectations

5 shifts per week for a total of 40 hours per week
Shifts start between 6am-10am Pacific Time
Schedules will be set as early and with as much flexibility as possible, and will include: Weekdays, Saturdays and/or Sundays & Holidays (Thanksgiving, Christmas, New Years, President's Day, etc)

Requirements:

2+ years of phone, email,or chat based support or equivalent customer facing service experience
Outstanding written and verbal communication skills
Excellent computer and internet skills
Excellent analytical and problem solving skills
Self-motivated and ability to learn quickly
Positive attitude, level-headed, and good composure during stressful problems
Reliable internet setup at home with minimum 8 Mbps download / 1.5 Mbps upload speed
Able to work 6am PST shifts, weekends, holidays and/or be on call during peak season.

Nice to Have

Previous experience supporting SaaS, e-commerce, or ticketing platforms
Familiarity with Zendesk, Freshdesk, Jira, or similar support and ticketing tools
Experience troubleshooting technical issues and coordinating with internal product or engineering teams
Background in B2B customer support
Experience working in a fast-paced remote environment
Knowledge of the attractions, tourism, or leisure industry
Ability to manage multiple priorities while maintaining strong attention to detail

Interested? Apply!

Applications will only be accepted via Lever, Spotlio's job site. Please, no phone calls or outside agencies.

Spotlio is proud to be an equal opportunity workplace employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, Veteran status, or other protected class.

Top Skills

Freshdesk

JIRA

Zendesk

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The Company

HQ: Palo Alto, CA

35 Employees

Year Founded: 2021

What We Do

Catalate empowers attractions, waterparks, ski areas, and other ticketing businesses to maximize revenue year-round, offer seamless online customer experiences, and gain operational efficiencies from advanced sales. Catalate delivers the ultimate digital platform for pricing optimization and e-commerce for global ticketed attractions of all sizes. Customers can purchase tickets easily online at their convenience, helping increase advanced-purchase ticket sales and maximize conversion rates to deliver predictable revenue. The ability to forecast staffing, F&B needs, and streamline other operational tasks helps businesses deliver a better customer experience while managing operating costs. Catalate’s white glove customer service is the highest-rated in our industry and provides friendly, knowledgeable, and timely assistance for your online ticketing needs. Headquartered in the United States and with offices worldwide, Catalate’s technologies help parks and attractions thrive in the US, Canada, Switzerland, Germany, Austria, France, Japan, New Zealand, Australia, and Chile.