Fan Support Specialist

CashorTrade · Burlington, VT · Full-time Contract

Live Music | Fan Community | Ticketing Industry | Remote-Friendly

CashorTrade is the world's leading face-value ticket marketplace — a community-powered platform where fans buy, sell, and trade tickets without the scalping markups. With members across all 50 states and 46+ countries, we're not just a tech platform: we're a movement. We're looking for a passionate fan advocate to join our support team and help protect what makes live music special.

Are you...

• Genuinely passionate about live music and the fan experience — you understand why getting a ticket at face value matters
• A natural communicator who can shift from empathetic listener to clear problem-solver without missing a beat
• Comfortable navigating fast-paced, high-stakes support moments — like when someone's ticket falls through the night before a show
• Detail-oriented enough to follow every support issue through to resolution, not just close the ticket
• A systems thinker who spots patterns in recurring issues and brings solutions to the table
• Self-motivated and organized — you thrive working independently and don't need micromanaging
• At ease with digital tools: ticketing platforms, CRM/helpdesk software, Slack, and content management systems

What you'll do

• Respond to member support tickets with speed, warmth, and a fan-first voice — across email, chat, and social channels
• Manage ticket transactions end-to-end: dispute resolution, refund processing, and policy enforcement to protect both buyers and sellers
• Monitor for fraud, suspicious activity, and policy violations using our internal fraud detection tools — escalating when needed
• Keep our Help Center, FAQs, and knowledge base current as we roll out new features and policies
• Identify recurring support patterns and work with the team to build scalable macro responses and workflow improvements
• Flag platform issues or UX friction points to product and engineering when you see them repeatedly
• Contribute to member communications, email campaigns, and educational content that helps fans use the platform more confidently
• Stay current on secondary ticketing industry trends, artist on-sale news, and tour cycles that impact member activity

Experience we're looking for

• 2+ years in customer support, ideally in a tech, marketplace, or ticketing environment
• Strong written communication — personable, clear, and free of corporate-speak
• Hands-on experience with helpdesk platforms (Zendesk, Freshdesk, Intercom, or similar)
• Familiarity with CMS tools, knowledge base platforms, and macro/template management
• Comfort with payment workflows, refunds, and chargeback basics
• Experience using fraud or trust & safety tools is a plus

Compensation & benefits

• Full-time contract position — pay commensurate with experience
• Unlimited vacation and sick days
• Flexible, self-directed work environment
• Front-row seat to a mission-driven company disrupting the secondary ticket market
• Be part of a tight-knit team that actually loves what they do

To apply: Send your resume and a cover letter that tells us something real — why you care about face-value ticketing, what drives you in support work, or what you'd bring to the CashorTrade community. Applications without a cover letter will not be considered. Work samples and references may be requested.