Careers

Full-time position

About the role

 

RSVPify helps individuals and organizations manage event registration and guest experiences. As a Customer Support and Success Agent, you’ll often be the first person customers turn to for help. Your answers, judgment, and follow-through directly shape their trust in RSVPify and their confidence using our software.

 

You’ll provide written support, troubleshoot issues, lead product demonstrations, and help customers through calls and screensharing. Working alongside Customer Success, Sales, Account Management, and product specialists, you’ll also share customer insights and help improve our support resources.

 

What you’ll do

• Respond to product, account, routine billing, and subscription questions through live chat and email, providing clear and accurate guidance.
• Review conversation history and account context, ask relevant questions, and test reported issues when appropriate. Tailor solutions to the customer’s needs and the version of RSVPify they use.
• Prioritize conversations based on urgency, customer impact, and event timing. Keep customers informed and follow through until resolution or a clear handoff.
• Escalate complex issues and requests requiring specialized review or approval with useful context and documentation.
• Provide product demonstrations and join customer Zoom calls to answer questions and guide workflows through screensharing, after training and demonstrating readiness.
• Maintain clear conversation records and internal updates. Write or update support articles and reusable guidance as assigned, with review for accuracy.
• Identify recurring problems, share product feedback, and flag inaccurate help content or AI-generated support responses.
• Explain self-service subscription options, refer appropriate opportunities to Sales or Account Management, and handle assigned cancellation outreach within approved policies.
• Participate in assigned operational rotations, including email delivery troubleshooting, campaign reviews, and account safety monitoring, following documented procedures.
• Build your product knowledge and apply feedback from training, coaching, and conversation reviews.

 

What we’re looking for

• Strong written and spoken English, including confidence explaining software on video calls and through screensharing.
• Strong organization and prioritization skills, with the ability to manage a high volume of customer conversations, collaborate with teammates, and meet time-sensitive event deadlines in a fast-paced environment.
• Empathy, patience, and the ability to adapt communication to customers with different needs and levels of technical experience.
• Analytical thinking and attention to detail, with the judgment to verify information and ask for help when needed.
• Comfort navigating web-based software, investigating unexpected behavior, and learning new features.
• Reliable follow-through, ownership of mistakes, and willingness to apply constructive feedback.

 

Previous experience in a customer-facing support or service role is preferred. Software support, event industry experience, and familiarity with Intercom or Zendesk are a plus.

 

Who You Are

• You enjoy helping people and figuring out how things work. You understand that a customer contacting support may be learning something new, frustrated by an issue, or preparing for an event that starts tomorrow. You can balance those needs across a busy support queue and help each customer move forward.
• You can prioritize and manage a high volume of work. You’re comfortable handling multiple customer conversations, tracking follow-ups, and coordinating with teammates. You assess urgency, adjust priorities as new requests come in, and meet time-sensitive event deadlines while maintaining accurate, thoughtful responses. When competing demands put a response or deadline at risk, you communicate early and ask for support.
• You bring calm and good judgment to customer conversations. You listen for what’s causing confusion or concern, avoid making assumptions, and recognize when a customer needs reassurance, a simpler explanation, or a more direct answer.
• You investigate before answering. You pay attention to the customer’s context, ask thoughtful questions, use available resources, and test what you can. You don’t need to know everything, but you do need to learn and recognize when to ask for help.
• You take ownership and follow through. You keep track of open questions, update customers, and make sure the next step happens, including when another teammate is involved.
• You seek feedback, collaboration and challenge yourself to improve. You’re comfortable having your work reviewed, taking constructive feedback seriously, and applying what you learn. You own mistakes, give teammates thoughtful feedback, and welcome opportunities to strengthen your skills.
• You take initiative and speak up. You work independently, collaborate with teammates, and ask questions when expectations, workflows or next steps are unclear. When a situation is unfamiliar or there isn’t a documented answer, you use available resources, explain what you’ve tried, and seek guidance to move it forward.

 

Schedule and reporting

 

This full-time role reports to RSVPify’s Market Development Lead, who oversees the Customer Support and Success team.

 

The regular schedule is Monday–Friday, 3:00–11:00 p.m. (15:00–23:00) Bosnia local time, supporting primarily U.S. customers. One abbreviated weekend support shift per month (2 hours on Saturday + 2 hours on Sunday) is also required. Specific weekend hours, scheduling arrangements, and seasonal adjustments will be discussed during hiring.

 

What success looks like

 

Customers receive accurate, understandable answers and clear next steps. Assigned requests receive timely attention and follow-through, records and handoffs are useful to teammates, and coaching leads to consistent improvement. Your responsibilities grow as you develop product knowledge and demonstrate readiness.

 

What we offer

• Competitive Compensation
• Health & Wellness stipend
• Paid time off plus paid floating holidays and family support
• Flexibility & Balance: Virtual first/hybrid work arrangement
• Growth & Development: Opportunities to grow your career, travel for team offsites and conferences, and other learning & development initiatives
• Equipment & Tools: Company provided laptop, plus a home office stipend to set you up for success