Salary: USD 18.00 - 25.00 hourly

Category: Community/Creator/Fan Engagement

Job Title: Customer Success Coordinator I
Location: Remote (Sacramento, Nashville or NYC preferred)
Employment Type: Full Time 
About Please & Thank You
Please & Thank You is a collective of creative professionals specializing in touring, experiential events, brand partnerships, digital development, commerce, and logistics. We combine market-specific technology, seasoned expertise, and world-class partners to deliver exceptional experiences and digital ecosystems for some of the most recognized artists and brands in the world. Learn more at please.co.
Position Overview
Our Customer Success Coordinator I brings proven experience in customer service and applies that expertise to support and engage music’s most loyal fans. We’re looking for someone with a helpful disposition, strong listening skills, and the ability to think critically to understand and resolve fan issues.
This role is ideal for someone eager to learn about the industry and our company from the ground up.
Key Responsibilities
• Take calls, answer support tickets, and chats through Gorgias at a rate of 10 tickets an hour 
• Read and respond to P&TY email and other communication channels, including Tailored Mail
• Stay in touch with the P&TY team via Slack
• Be generally enthusiastic about and familiar with what our music clients are doing
• Able to understand the VIP Event process (after training) to be able to manage a tour if needed
• Assist the Manager and Director with projects as needed
• Flexible with scheduling (extended or changed hours for specific pre-sales are mandatory)
Required Skills:
• Provide exceptional customer service and professionalism when interacting with customers and peers
• Serve customers by responding to inquiries and issues via various forms of communication, including email, text, live chat, and phone
• Investigate and resolve specific issues related to customers; identify and escalate priority issues; and route issues to the appropriate resource
• Work with the support team to identify specific needs and expectations
• Assist in general support tasks as needed by the supervisor
• Maintain continuous knowledge of events and products being offered by our company
• Strong writing skills
• Ability to work independently
• Ability to handle occasional customer challenges with grace and patience
• Strong problem-solving skills and attention to detail
• Other duties as assigned
Preferred Skills:
• Experience working with Gorgias
• Experience with Google Suite (Email, Drive, etc.) 
• Proficient knowledge of Excel
• Experience working with Tailored Mail
• Experience in Events/Touring/VIP
• Experience working with Slack
Qualifications
• High school diploma or GED
• 1-2 years of customer service experience
Details
• Employment type: Full Time / Hourly
• Compensation: $18.00 - 25.00 an hour + PTO + 401k
• **Schedule: **Tuesday - Saturday 7:00AM - 3:30 PM PST
• Reports to: Director of Customer Success
• **Location: **Remote ok 
Why This Role Matters
This role plays a key part in shaping the fan experience. As a primary point of contact, the Customer Success team ensures fans have the information they need—from VIP packages to merchandise and event details—so they can show up confident and excited. By providing clear, timely, and thoughtful support, this role helps turn great events into seamless, memorable experiences.