Broker Experience Expert

Summary

Join SeatGeek as a Broker Experience (BX) Expert and be on the front line of supporting professional ticket brokerages. You will respond to inquiries, build relationships with partners, and ensure that professional sellers have industry-leading experiences on SeatGeek. This role involves high-volume communication via phone and email, resolving order-related issues, and enforcing marketplace policies. You will collaborate with various internal teams to achieve company goals and act as the primary point of contact for seller questions. You will also investigate incidents, coordinate technology integrations, and assist with account linking. Finally, you will develop projects and resources to improve the broker experience and maintain the marketplace.

Requirements

• 6+ months of relevant experience in ticketing/live events and/or account services/customer support
• Experience in the ticketing industry
• Curiosity to dig into complex issues to uncover the source of the problem
• An organized and detail-oriented skill set
• Flexibility to switch to various tasks throughout the workday
• Comfort with spreadsheets and basic financial calculations, as well as with client-facing work
• Ability to think quickly and manage ambiguous situations
• Strong communication skills and ability to converse with a wide variety of clients
• Ability to operate with fairness to both the customer and the seller to find the best resolution for all parties - you’re able to understand the “big picture”
• Passion for maintaining a strong connection between departments that deal with brokers and customers
• Strong negotiation skills
• Ability to keep a level head - you’re not easily flustered
• Schedule flexibility - you’re available for weekend/holiday shifts and evening hours (we are currently looking for someone who can regularly work a 12pm-8pm PT shift)

Responsibilities

• Support our sellers via phone and email, answering inquiries and resolving order-related issues
• Act as representatives of the Seller Direct Marketplace and SeatGeek by enforcing our marketplace policies and fee programs
• Work cross-departmentally with SeatGeek’s Inventory, Enablement, Event Operations, Accounting, Trust & Safety, and others to support company goals and business objectives
• Be the first point of contact for any seller questions or concerns and work to resolve or escalate accordingly Build new relationships with sellers and ensure they feel valued, listened to and excited about SeatGeek
• Investigate incidents resulting in refunds to ensure proper financial action is taken or reversed
• Coordinate between uploaders (point of sale systems) and professional tickets brokerages to assist in technology integrations and sales questions
• Assist in account linking for primary clients and venues
• Collaborate heavily with Customer Support Event Experts to make sure issues impacting our customers are handled balancing both seller and customer interests in mind Answer questions internally relating to seller-specific issues and be the source of knowledge for all things broker-related for the CX team and beyond
• Assist internal product support teams to investigate reported API issues or ensure proper integration
• Provide ad hoc technical support for developing situations affecting the secondary marketplace landscape
• Work daily with tools like Zendesk, Jira, Talkdesk, Slack, Google business tools, Github, Looker, live event mobile apps, our internal admin, and more
• Develop projects and build resources, both internally and externally facing, that improve the broker experience and maintain our marketplace

Benefits

• Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
• A WFH stipend to support your home office setup
• Generous PTO
• Up to 16 weeks of fully-paid family leave
• 401(k) matching program
• Student loan support resources
• Health, vision, dental, and life insurance
• Up to $25k towards family building and reproductive health services
• Gender-affirming care support program
• $500 per year for wellness expenses
• Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
• $120 per month to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon music