Customer Support Operations – Contractor

Full job description
Application deadline: Friday 8th August

Note: This is a part-time (18 hours/week), 12-month contract. Ideal start date Monday 1st September 2025.


About Us

Ticket Tailor is committed to empowering a diverse range of event creators through simple and affordable ticketing. But that’s not all – we’re also on a mission to make sure that every single ticket sold has a positive impact on all stakeholders – our team, our planet and the communities we operate in. We call this "Growth on Purpose" and are proud to be a certified B Corp, officially putting business for good at the centre of everything we do.

Last year, over 10 million orders were placed through the Ticket Tailor platform, for all types of events from art installations to water parks. We have a world-class NPS score, and pride ourselves in building a simple platform built with a customer-first mindset.

We're a fully independent, profitable, and bootstrapped company meaning we don’t have to answer to anyone except ourselves and our customers, allowing us to scale the company sustainably and with soul.

We’re a hybrid team, with an office in Hackney. This role can be adapted as required in terms of remote working / coming in to work alongside the team but we'd love for onboarding and initial training to take place in our office.

About The Role


Ticket Tailor is looking for a part-time Customer Support Operations contractor to support our growing platform and user base of diverse Event Creators.

We are looking for a customer-focused, and proactive individual, with a process-driven approach to driving efficiency. Someone with strong attention to detail and the ability to handle sensitive customer issues with discretion and empathy.

This role would suit someone with previous Customer Support experience looking to pivot into a CS Ops role, or someone looking for a flexible working pattern to take on alongside other commitments. We encourage candidates from all backgrounds, and abilities, and are flexible regarding workplace adjustments.

What you’ll be doing in the role

You’ll work closely with our Customer Experience teams (Support, Success, and Sales) to keep things running smoothly for our customers. This role will focus on streamlining a range of billing, compliance, and customer processes. Your work will help us deliver exceptional support at scale.

Your day-to-day might include:

Managing billing queries, and customer escalations to support our exceptional Customer Support team.
Supporting existing, and improving efficiency of, account security processes.
Improving our Help Centre content, documentation, and internal guides, including optimising content for AI.
Assisting with onboarding high-value customers and answering product questions.
Gathering product feedback from customers to help shape future improvements.
What we’re looking for

Demonstrated experience in customer support.
A proactive mindset - eager to problem solve and suggest improvements through proactive feedback.
Comfortable supporting customers via instant chat, video call, and email.
Strong written and verbal communication skills in British English.
Excellent organisational skills and attention to detail.
Ability to handle sensitive escalations with empathy and discretion.
Experience improving processes and creating clear documentation.
Familiarity with Intercom and interest in AI tools like ChatGPT is a plus.
The Process


1. A discovery interview to learn more about you (20-30 mins remote video call)

2. Interview with two team members and short task (max 90 mins preferably at our Hackney office but we can accommodate remote)

Diversity Inclusion

At Ticket Tailor, we’re passionate about creating a diverse and inclusive environment where people can thrive, be inspired, and feel comfortable to be themselves.

As a Certified B-Corp, we lead from the front, and with purpose, to disrupt the ticketing industry while ensuring we accommodate and celebrate people of all backgrounds along the way.

We believe that diverse teams enable us to have different perspectives and points of view, making us even stronger in achieving our goals. We encourage candidates from all backgrounds to apply and join us on our mission.

Compensation

£22.50/hr

A note on using AI in your application

We love using AI in an impactful way at Ticket Tailor, but we believe some things are better coming from people directly – job applications is one of those things, so we can get to know you from the first impression. Our application questions are designed to be quick and easy to answer, without the use

If you do decide to use AI:

Do feel free to use AI to help spell-check a first draft you’ve written yourself.

Do be transparent about your use of AI.

Don’t paste the question into an AI agent and copy the answer - we want to get to know the real you. Read more