What are the responsibilities and job description for the Customer Support Specialist position at VenueSumo?
About VenueSumo
VenueSumo is a leading all-in-one venue management platform for the leisure and attractions industry — built to streamline operations, enhance guest experiences, and drive growth for venues through user-focused technology. We're growing our North American team and looking for a Support Specialist to be the frontline of our client experience.
The Role
The Support Specialist is the person our customers hear from when they have a question, hit a snag, or need help. VenueSumo operates across the US, Australia, UK, and Canada — this role provides support coverage across all regions. Weekend availability is a core part of the schedule (both weekend days required, any 3 weekdays of your choice — preferred hours 7:00 AM–4:00 PM MT).
This is a dedicated support role focused on resolution, responsiveness, and technical excellence — not account management. You'll have a short line to our product and development team, and your frontline insights will directly shape how VenueSumo improves.
Key Responsibilities
- Manage inbound support tickets and emails from clients across the US, Australia, UK, and Canada
- Handle inbound support calls — providing clear, calm guidance and real-time troubleshooting
- Diagnose and investigate technical issues across the platform (hardware, software, integrations, payments)
- Log and document bugs and recurring issues in Jira with clear, detailed write-ups
- Contribute to internal knowledge bases and support documentation
- Surface patterns and insights from support requests to leadership and the product team
What We're Looking For
- Experience in a customer-facing support, helpdesk, or service role
- Clear, confident communicator — written and on the phone, calm under pressure
- Technically curious and comfortable learning new platforms quickly
- Strong problem-solver who digs in until an issue is resolved
- Organized and detail-oriented — able to manage an open ticket queue without losing track
- Based in or willing to relocate to Lehi, UT (on-site); must be available to work both weekend days as part of a regular 5-day schedule
Nice to Have
- Experience with venue management, POS, or hospitality software
- Familiarity with Jira, Pylon, Confluence, or similar tools
- Exposure to payment processing, POS hardware, or technical integrations
Why VenueSumo?
This is more than a support queue job. You'll be joining a small, high-performing team at an exciting stage of growth, where the work you do every day has a direct impact on real businesses and the people running them. If you're looking for a role where you're trusted, valued, and set up to grow — we'd love to hear from you.