[Hiring] Customer Service - Event Expert @SeatGeek

Role Description

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 in the know about SeatGeek’s 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:

• 7am-3pm PT
• 9am-5pm PT
• 12pm-8pm PT
• 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.

Qualifications

• 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 to 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).
• Proficiency in Spanish is a plus.

Benefits

• Discretionary annual bonus.
• 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.
• 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.
• $120 per month to spend on tickets to live events.
• Annual subscription to Spotify, Apple Music, or Amazon music.