Customer Experience & Account Specialist

WordFly is the leading digital marketing platform purpose-built for arts, culture, and live entertainment organizations. Trusted by over 500 museums, theaters, and performing arts centers worldwide, WordFly empowers organizations to build lasting relationships with their audiences.
We are looking for a Customer Experience & Account Specialist to support our growing customer base. This role blends customer service, account management, and customer success. The ideal candidate has hands-on experience working in an arts and culture venue or the live events industry, has a passion for how venues use email/SMS marketing, marketing automation, and other digital marketing tools, and loves helping people achieve their business goals. If you are proactive, tech-savvy, and eager to connect with our vibrant community of arts organizations—both digitally and in person at industry events—this could be a great fit.
What You’ll Do 

• Help our community of passionate arts marketers make the most of WordFly
• Provide daily support to customers through our support ticketing software via email, phone, and chat. Effectively address technical support requests and product questions
• Onboard new customers and provide training, education, and strategic guidance on how to use WordFly to bring value to their venue
• Provide accurate, helpful, and clear information to Product Development, Engineering, and other teams about bugs, issues, and customer suggestions using JIRA and other internal tools
• Contribute to creating and maintaining helpful online help center content, training materials, social media posts, and video resources
• Assist in organizing, promoting, and hosting online and in-person customer events, including training sessions, webinars, and conferences
• Engage with customers regularly to foster strong relationships, identify opportunities for retention, and improve loyalty while supporting account management activities
• Collaborate with team members in Sales, Marketing, and Product Development to align customer experience with business objectives
• Assist in monitoring customer satisfaction metrics and suggest improvements to enhance customer experiences, as needed
• Assist with research, diagnosis, and resolution of email deliverability and other technical issues

What We’re Looking For

• 3+ years of experience in customer service, account management, or a customer-facing role, preferably in SaaS, marketing, or MarTech
• Professional background in the arts, culture, or live events industry (e.g., museums, theaters, performing arts centers, or similar organizations)
• Bachelor’s degree in marketing, communications, arts administration, or related fields
• Hands-on experience with marketing tools such as WordFly, MailChimp, Constant Contact, ActiveCampaign, or similar ESPs
• Familiarity with tools such as Zendesk, Intercom, Help Scout, Freshdesk, JIRA, and CRM or ticketing systems such as Tessitura, Blackbaud, Centaman, Spektrix, Tixly, AudienceView, and others
• Strong communication and interpersonal skills with a proactive, customer-first mindset
• Proven success in customer satisfaction, retention, and account support
• Experience working in a remote and multicultural team environment
• Comfortable presenting, facilitating trainings, and representing WordFly at virtual and in-person events
• Ability to work 7:00am- 4:00pm EST and travel up to 20% of the time

What’s In It for You
POP offers competitive compensation and full benefits. The starting hourly rate for this role is between $24.00 and $27.00. Our pay ranges are based on paying competitively for our size and industry and are one part of the Total Rewards we provide. Individual pay rate decisions are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company. The range above is for the expectations as laid out in the job description and located in Seattle. As a company, we have a location-based strategy, which means the salary range could be lower or higher than this if the role is hired in another location.
Regarding Total Rewards, we pay 100% of the healthcare premiums for all our employees. We offer coverage for Medical, Dental, Vision, Short- & Long-Term Disability, Flexible Spending Accounts, AD&D, Life Insurance, and 401k with employer match. 
This position offers the flexibility of remote work, allowing candidates to contribute from any location. Candidates will thrive in a virtual environment, collaborating effectively with team members across different locations.
Additionally, we host many annual celebrations for employees and family members to show love for POPsters. Additionally, each year, we offer generous paid time off, an extended winter break, and recognize individuals for 10 years of employment with a paid sabbatical - we believe in the importance of work/life balance!
POP is an Equal Opportunity Employer that is committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment. POP will not discriminate on the basis of race, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, physical or mental disability, age, or other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].