Customer Service - Event Expert
SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude were simplifying and modernizing the ticketing industry.
By catering to both consumers and enterprises, were powering a new, open entertainment ecosystem where fans have effortless access to experiences, and teams, venues, and shows have seamless access to their audiences. Because everyone should expect more from ticketing.
As a member of our Customer Experience (CX) team, youll be the voice of SeatGeek to our customers. Youll resolve customer issues through a high volume of customer contacts (phone, email, and chat) and stay in the know about SeatGeeks latest features, our Enterprise clients, and SeatGeek ticketed events. We are passionate about providing ridiculously good customer service, and our Event Experts are some of the best in the industry. The Customer Experience team assists our users 7 days a week, 365 days a year, so some holiday work will be required. You must be able to work weekends as well as one of the following 8 hour shifts: 9am-5pm ET, 7am-3pm PT, 12pm-8pm PT, or 2pm-10pm PT.
What you'll do
Provide specialized support for our customers through email, chat, and notably SeatGeek Enterprise customer phone support, with availability to work on the weekends
Use metrics and consumer insight to help make SeatGeek better, and work with your managers to evaluate your performance amongst your peers and against success benchmarks
Work daily with tools like Talkdesk, Zendesk, our internal admin, Slack, Google business tools, Github, Looker, Jira, and more
Go above and beyond for our customers
Attend 1 on 1 and group strategy meetings weekly
As you become an expert in first point of contact support at SeatGeek, you will earn the ability to phase more project work into your job, handling more specialized and escalated customer contacts, and will be entrusted to use your time to make changes to benefit CX and SG as a whole
What you have
Love for live events and an understanding that purchasing tickets to see your favorite band is not the same as buying a stapler - You can empathize with SeatGeek customers
Bachelor's degree (or equivalent experience) and experience working in Customer Service - Experience at a tech startup or high-volume company is a plus
Understanding of the value of using data to make intelligent decisions and compelling arguments - You aren't intimidated by numbers
Strong communication skills and the ability carry on a conversation with anyone
Passion for technology and customer experiences
Ability to keep a level head- You don't get easily flustered
Strong work ethic
Ability to adapt to seasonality and tech innovation- Youre flexible when it comes to adjusting your responsibilities based on the needs of the business
Reliable, high-speed internet (at least 35 Mbps, 50+ Mbps strongly preferred)
Proficiency in Spanish is a plus
Perks
Flexible work environment, allowing you to work as many days a week in the office as youd like or 100% remotely
A WFH stipend to support your home office setup
Flexible PTO
Up to 16 weeks of paid family leave
401(k) matching program
Health, vision, dental, and life insurance
Annual subscriptions to Headspace, Ginger.io, and One Medical
$120 a month to spend on tickets to live events
Annual subscription to Spotify, Apple Music, or Amazon music
The salary for this role is $22/hr. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!
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