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CLIENT SUPPORT SPECIALIST – ARTIFAX SOFTWARE Remote (US East Coast) | Full-time | Client Services
Help the teams behind remarkable cultural programmes stay on track
As the first point of contact for Artifax users, you’ll support the people who make live events, exhibitions, education programs, and creative work possible. You’ll help clients troubleshoot issues, understand workflows, and resolve challenges quickly so they can focus on delivering great experiences for their communities.
If you’re curious, empathetic, and excited to grow your technical skills in a SaaS environment while supporting arts and culture organisations, this role offers the chance to make a real difference and develop your career at the same time.
About Artifax
Artifax Software builds industry-leading event and venue management tools for the arts and culture sector. Our platform is used by performing arts centres, museums, festivals, universities, and cultural organisations around the world. We’re a remote-first, values-led team backed by the stability of Volaris Group, with a culture that’s collaborative, supportive, and always evolving through feedback.
About the role
You’ll help clients across the US, Canada, and the UK use Artifax confidently and effectively. Through calls, tickets, and email, you’ll diagnose issues, guide users through solutions, and escalate more complex challenges to Product, Development, or Professional Services colleagues. You’ll be part of a collaborative team that shares insight, improves processes, and helps shape the overall client experience.
This is a junior role, but not an entry-level one. It’s well-suited to someone early in their career with experience in customer support, arts administration, events coordination, or a similar client-facing environment - and who is eager to deepen their technical knowledge and problem-solving skills.
What you’ll do
Respond to client enquiries via calls, tickets, and email
Troubleshoot and resolve common issues with clarity, care, and attention to detail
Reproduce and test reported issues to identify root causes
Escalate complex or technical issues to Product, Development, or Implementation teams
Keep clients informed about timelines, progress, and outcomes
Log all requests accurately and follow internal workflow and SLA standards
Share trends, feedback, and insights internally to support product and process improvement
Contribute to helpdesk documentation and client self-service resources
What you’ll bring
Experience in customer support, IT helpdesk, arts administration, events coordination, or another client-facing role
Confidence learning new software tools and understanding how systems work
Strong written and verbal communication skills
A calm, empathetic approach to troubleshooting and problem-solving
A genuine interest in supporting SaaS users and enhancing their experience
Bonus: familiarity with helpdesk platforms (Zendesk, Freshdesk, Jira Service Management) or experience in the arts & culture sector
Why join Artifax?
Work with inspiring cultural organisations across North America and the UK
Be part of a supportive, values-driven, remote-first team
Access full training and develop strong technical and professional skills
Enjoy the stability of Volaris Group combined with the agility of a fast-growing business
Benefit from a competitive salary and region-specific benefits designed to support your wellbeing
If you’re excited about supporting users and building your career in SaaS and client services, we’d love to hear from you. Please note that candidates must be located on the East Coast United States.
As a leading provider of venue and event management software for the arts and culture sector, we empower our clients to create unforgettable experiences. By leaning into the complexities of their world and putting clients at the heart of our decisions, we deliver first-class products and services.
From global brands to community hubs, we work in partnership with our clients to share best practices and drive innovation. Our mission is meaningful to us — you’ll be making an impact on the cultural life of the UK and North America.
Established in 1986, we’re a small business with strong and sustainable growth.
We are a remote-first company, giving you the opportunity to work with a team based in the UK and North America. We appreciate the opportunities and challenges of working remotely and will actively support you in working effectively, having an impact and making meaningful connections with your colleagues.
Since 2019 we’ve been a proud member of the Volaris Group, which buys and holds companies forever. Volaris businesses are empowered to continue operating autonomously, with access to a global knowledge-sharing network.