Customer Service Event Expert

Summary

Join SeatGeek's Customer Experience team as an Event Expert, providing exceptional customer support via phone, email, and chat. You will be the voice of SeatGeek, resolving customer issues and staying informed about new features and enterprise clients. This role requires weekend availability and working one of several specified shifts. You will utilize various tools and metrics to improve SeatGeek's services and collaborate with managers on performance evaluations. As you gain expertise, you'll take on more project work and handle escalated customer contacts. The ideal candidate is passionate about live events, possesses strong communication skills, and thrives in a fast-paced, tech-driven environment.

Requirements

• 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- You’re 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)

Responsibilities

• 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

Preferred Qualifications

Proficiency in Spanish

Benefits

• Equity stake
• 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
• Unlimited 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