[Remote] Customer Support Associate
Note: The job is a remote job and is open to candidates in USA. IDL (International Dance League) is building a global professional dance league spanning live events, media, community programs, merchandise, and brand partnerships. The Customer Support Associate will own the Intercom inbox, respond to ticket, merchandise, payment, and Community Division inquiries, investigate issues, process routine requests, and follow up through resolution while maintaining organized support records.
Responsibilities
- 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
Skills
- • 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
- • Location: Remote
- • Engagement: Full-time contractor
- • Schedule: Full-time during US Pacific business hours. The exact recurring schedule will be confirmed before hire
- • 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
Benefits
- Remote work
Company Overview