Expedited Resolutions Associate

The Opportunity

As an Expedited Resolutions Associate, you will serve as a front-line representative of the Vivid Seats brand, managing inbound customer interactions across multiple channels. This role is primarily focused on delivering exceptional service experiences, supporting customers across partner channels, concierge-style engagements, and core marketplace interactions. You will play a key role in ensuring a seamless customer journey - from purchase through event entry - while also supporting order monitoring and escalated resolutions.

This role offers opportunities to grow into specialized areas, including support for initiatives like Game Center and other fan engagement experiences.

How Your Role Contributes to the Success of Vivid Seats

• Serve as the front line of the Vivid Seats brand, delivering high-quality, service-first experiences across every customer interaction
• Build trust and loyalty by resolving customer inquiries with empathy, accuracy, and efficiency
• Support seamless event experiences by guiding customers from purchase through ticket delivery and entry
• Strengthen key partnerships (e.g., Capital One) by ensuring a consistent, high-standard experience for partner customers
• Enhance customer satisfaction and retention through clear communication and effective problem-solving
• Contribute to revenue support by assisting customers through concierge and rewards-based purchase experiences
• Protect the customer experience by proactively monitoring and resolving order alerts and potential issues
• Maintain accurate documentation and follow processes to ensure operational consistency and efficiency
• Collaborate cross-functionally to resolve complex issues and improve internal workflows
• Support fan engagement initiatives, including Game Center and trivia experiences, to deepen customer connection with the brand

Role Expectations Over Time

• 30 days in: Complete new hire orientation, gain necessary resources, and learn about ticket marketplaces and customer experiences. Acclimate to team and company norms, business objectives, and Vivid Seats values. Gain access to and familiarize yourself with accounts and internal systems. Shadow teammates and document observations.
• 90 days in: Perform core responsibilities comfortably on your own. Maintain, harvest, and aid internal and external relationships to achieve progress and advance objectives. Contribute to approaches, methods, or technologies to support overall business goals and drive team efficiencies. Understand service level expectations, KPIs, and other metrics to watch.
• 180 days in: Apply methods to execute individual tasks that positively impact the team. Play an active role in continued learnings to advance skill sets necessary for team goals. Handle front line customer escalations and follow-ups. Feel empowered to participate in extracurricular projects that contribute to the success of the organization.

Qualifications

• 1-2 years of customer service experience via phone, email, and live chat
• Team player mentality and drive to contribute to culture and growth
• Sense of curiosity to ask questions and keenness to improve upon work
• Passion for live events (sports, concerts, or theatre)
• Flexible schedule to work evenings, weekends, and holidays
• Excellent verbal and written communication skills
• Experience with Zendesk or similar help desk software

Hours/Schedule

Thu - Mon 3:30 PM - 12:00 AM
Hybrid Model (3 days in the Coppell, TX office and 2 days remote)
Full-Time Employee

Vivid Seats Pay Transparency Disclaimer

Full time offers from Vivid Seats include FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; quarterly credits and discounts for attending live events; and a variety of additional workplace perks. The typical starting salary within the full salary range for this position can vary based on factors such as geographic market, relevant skills/experience, education, and other qualifications.

Pay

$37,000