Customer Service - Event Expert

SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude, we’re simplifying and modernizing the ticketing industry. By catering to both consumers and enterprises, we’re powering a new, open entertainment ecosystem where fans have effortless access to experiences, and teams, venues, and shows have seamless access to their audiences.

About the role

As a member of our Customer Experience (CX) team, you’ll be the voice of SeatGeek to our customers. You’ll resolve customer issues through a high volume of customer contacts (phone, email, and chat) and stay informed about SeatGeek’s latest features, our Enterprise clients, and SeatGeek-ticketed events. The CX team assists 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 or 5pm–1am ET.

Responsibilities

• Provide specialized support for customers through email, chat, and notably SeatGeek Enterprise customer phone support, with weekend availability
• Use metrics and consumer insight to help improve SeatGeek, and work with managers to evaluate your performance against success benchmarks
• Work daily with tools like Talkdesk, Zendesk, our internal admin, Slack, Google business tools, Github, Looker, and Jira
• Go above and beyond for customers
• Attend weekly 1:1 and group strategy meetings
• As you become an expert in first-point-of-contact support, phase in more project work, handle specialized and escalated contacts, and use your time to make changes that benefit CX and SeatGeek overall

Requirements

• Love for live events and empathy for customers purchasing tickets
• Bachelor’s degree (or equivalent experience) and customer-service experience; tech-startup or high-volume-company experience is a plus
• Understanding of the value of using data to make intelligent decisions and compelling arguments
• Strong communication skills and ability to converse with anyone
• Passion for technology and customer experiences
• Ability to remain calm under pressure
• Strong work ethic
• Flexibility to adapt to seasonality and tech innovation
• Reliable, high-speed internet (at least 35 Mbps, 50+ Mbps strongly preferred)

Qualifications

• Proficiency in Spanish is a plus

Benefits

• Discretionary annual bonus
• Flexible work environment (work as many days in-office as you’d like or 100% remotely)
• WFH stipend to support your home office setup
• Generous PTO
• Up to 16 weeks of fully-paid family leave
• 401(k) matching
• Student loan matching program
• Health, vision, dental, and life insurance
• Up to $25k towards family building, reproductive health services, and gender-affirming care
• $500 per year for wellness expenses
• Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical
• $360 per quarter to spend on tickets to live events
• Annual subscription to Spotify, Apple Music, or Amazon Music

Pay

The salary for this role is $23.50/hr. You may also receive a discretionary annual bonus based on individual and company performance.

Schedule

• Must be available to work weekends and some holidays
• Shifts: 9am–5pm ET or 5pm–1am ET (8 hours)