Fan Support Agent

Fan Support Agent, Philadelphia

Live shows make us feel good. They’re a time to hang with our friends, discover new artists or lose ourselves on a dance floor. We’re on a mission to bring all of this to more fans, more often – and this is where you come in.

We’re looking for a Support Agent to join our Fan Support team and delight fans and offer exceptional help.

At DICE, you’ll be part of the company that’s redefining live entertainment. It's a place where you can be yourself, influence the culture, and create work that you’re proud of. 

About the role

Our only customer is the fan. You’ll be talking directly to fans each and every day, resolving any issues they have with an event. Not only will you be a breath of fresh air to interact with, but you’ll be keeping our fans happy (important) and making sure they get to the show (very important).

You’ll be

• Helping fans with pre and post-purchase issues

• Analysing and resolving complaints  

• Exceeding fan expectations with your empathetic support

• Tracking proposed solutions and keeping fans in the loop

• Keeping up-to-date on all things DICE

• The first point of contact for operational queries

You are

• Passionate, humble and talented

• A fan of music and culture

• An excellent oral and written communicator

• A creative problem-solver

• Actively responsible

You need 

• Proven experience in digital customer support or a similar role

• A track record of working in a high-volume environment

• Flexibility and availability, including holidays and weekends

• Experience in inspiring team members

• Fluency in English and Spanish is preferred, any other language is a bonus

• Understanding of Live Event space is a bonus

Hours and Benefits

• Flexibility and availability on holidays and weekends will be required

• Flexible shift patterns, 5 days between Monday and Sunday

• Must be able to work between 6am - 11pm for 8 hour shifts in order to respond to different time zones

About DICE 

Our teams work from London, the US, Barcelona, Paris, Milan and Mumbai. We’re building products that are revolutionising the industry for fans, artists and venues. 

In 2024, DICE won the 'Best Ticketing Service' category for the second year in a row at the Music Week Awards bringing us to 3 years in total and you have definitely seen The Fan absolutely everywhere!  

We know that having a variety of perspectives makes us a better company – it’s why we strongly encourage members of underrepresented communities to apply. As our teams grow, we’re committed to creating a long-term Diversity, Equity and Inclusion (DEI) strategy. We’re fostering a culture where everyone feels that they belong, where our voices are heard and where we feel supported to be our authentic selves. We will continue to hold ourselves accountable and make DEI integral to our business.

Our amazing DEI team brings the company together, from fantastic ECG’s who represent our teams to putting on cultural celebrations and events. You can read more about this on our DICE blog!

Compensation

In compliance with Pay Transparency Laws, the salary for this position is $45,000. We note the salary information as a general guideline only, as actual compensation may vary from posting based on location. We will consider various factors to determine the offer for this role, including the scope and responsibilities of the position, relevant work experience, key skills, education, training and business considerations. 

Benefits

• Unlimited Paid Vacation 

• Private Healthcare

• 401k Match, FSA and HSA

• Mental Health Support

• Commuter Benefits

• Monthly DICE Credit

• ClassPass

Application process

Our process usually involves a chat with the recruitment team, a take home task and a couple of interviews where you’ll meet the people you’ll work with. We’ll keep you fully informed along the way.