Support Associate - 1099 Contractor

About Passes:

Passes is a leading platform dedicated to empowering creators and fostering meaningful connections with their audiences. We are committed to providing innovative solutions that help creators grow and thrive in the digital landscape. Join us and be a part of a team that is shaping the future of the creator economy.

Position Overview:

We are seeking a passionate, customer-centric, and resolution-driven Support Associate to join our team, focused on assisting Passes creators and fans. This role will be pivotal in ensuring we provide a world-class customer experience for all Passes stakeholders, troubleshooting complex product and experience issues, and maintaining a consistent, reliable, and satisfaction-driven customer journey.

Key Responsibilities:

Support Creators & Fans:
Troubleshoot potential issues of stakeholders reaching out through a variety of support channels
Establish and maintain customer relationships by proactively investigating and solving tickets to ensure continued satisfaction
Collaborate with internal teams and external stakeholders to resolve urgent issues by employing effective communication and escalation procedures
Adhere to key experience SLAs and focus on achieving northstar metrics targets to ensure Passes delivers an amazing support experience
Build Scalable Support Documentation and Processes:
Identify opportunities for improvement across different support functions and assist with delivering key operational adjustments to day-to-day support processes
Assist with defining, documenting, and deploying best-in-class standard operating procedures for support
Help deploy a variety of key support programs that focus on scaling the function and establish long-term trust with Passes creators and fans
Generate and Share Product Feedback and Insights:
Serve as the ‘voice of the customer’ for Passes creators and fans by collecting insights from troubleshooting persistent issues and potential product defects
Share and consolidate relevant customer feedback to guide engineering and product prioritization
Educate stakeholders on existing features that elevate product knowledge and resolve future issues among Passes creators and fans

Qualifications:

1-2 years of proven experience in a support role under a customer service environment, technical support team, or similar function.
Excellent data-driven and critical thinking skills that help with troubleshooting complex product issues
Effective communication (written and verbal) and interpersonal skills
Proven ability to deliver strong and consistent customer service metrics under a high-pressure environment
Experience with writing business and technical processes
Passion for the creator economy and supporting the success of creators.
Plus: Experience with project management or data analytics tools and software

Benefits:

Competitive salary and equity package.
Comprehensive health, dental, and vision insurance.
401(k) plan.
Unlimited PTO.
Professional development opportunities and continuous learning support.
Flexible work environment with opportunities for remote work.

*Passes is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Life at Passes

Thrive Here & What We Value1. Collaborative, creative, and fastpaced work environment | 2. Professional growth & development opportunities | 3. Competitive salary + commission structure | 4. Equity options in a growing company | 5. Health, dental, and vision insurance | 6. 401(k) plan</s> | Passion and experience in the tech and media industries are a plus | Direct and actionable feedback for growth and performance | Unlimited PTO | Comprehensive health, dental, and vision insurance | Flexible work environment with opportunities for remote work</s> | Empowering creators and fostering meaningful connections with their audiences | Committed to providing innovative solutions that help creators grow and thrive in the digital landscape | Shaping the future of the creator economy</s> | 1. Collaborative and innovative work environment | 2. Opportunities for professional growth and development | 3. Comprehensive benefits package, including health, dental, and vision insurance. | 4. Competitive salary and commission structure. | 5. Equity options in a growing company.</s> | Passes is committed to providing innovative solutions that help creators grow and thrive in the digital landscape. They are passionate about empowering creators and fostering meaningful connections with their audiences. Passes values collaboration, continuous learning, and professional development opportunities for all employees. They also prioritize creating an inclusive environment for all employees and celebrate diversity.</s> | Emphasis on Innovation and Creativity | Commitment to Providing Innovative Solutions for Creators and Fans | Focus on Building Meaningful Connections with Audiences | Encourages Professional Development and Continuous Learning Support | Equal Opportunity Employer Celebrating Diversity and Inclusion</s> | 1. Empowering creators and fostering meaningful connections with their audiences | 2. Committed to providing innovative solutions that help creators grow and thrive in the digital landscape | 3. Shaping the future of the creator economy | 4. Equal opportunity employer committed to creating an inclusive environment for all employees</s> | 2. Comprehensive Benefits Package | 3. Opportunities for Professional Growth and Development | 5. Equity Options in a Growing Company</s> | 1. Collaborative environment | 2. Opportunities for growth and development | 3. Flexible work arrangements | 4. Recognition and rewards for outstanding performance | 5. Positive and supportive work culture</s> | 1. Competitive salary + commission structure | 2. Equity options in a growing company | 3. Health, dental, and vision insurance | 4. 401(k) plan | 5. Professional growth & development opportunities | 6. Collaborative, creative, and fastpaced work environment | 7. Equal opportunity employer committed to creating an inclusive workplace for all.</s> | 2. Innovative solutions that help creators grow and thrive in the digital landscape | 4. Small team environment | 5. Unlimited PTO</s> | 1. Opportunity to make a tangible impact in rapidly growing NIL and creator economy space | 2. Competitive salary and performancebased incentives | 3. Equity options in fastgrowing company | 4. Comprehensive benefits package, including health, dental, and vision insurance | 5. 401(k) plan with company match | 6. Culture that values innovation, collaboration, and personal growth | 7. Equalopportunity employer committed to creating an inclusive environment for all employees</s> | Passes is committed to providing innovative solutions that help creators grow and thrive in the digital landscape. They are passionate about empowering creators and fostering meaningful connections with their audiences. Passes values diversity and inclusivity, and they strive to create an environment where all employees feel valued and supported.</s> | Passes is committed to providing innovative solutions that help creators grow and thrive in the digital landscape. They are dedicated to empowering creators and fostering meaningful connections with their audiences. Passes values collaboration, innovation, and inclusivity.</s> | Passes is an equal opportunity employer. | We celebrate diversity and are committed to creating an inclusive environment for all employees.</s> | 1. Competitive salary and commission structure. | 2. Equity options in a growing company. | 4. Opportunities for professional growth and development. | 5. Collaborative and innovative work environment. | 6. Passes is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.</s>