Customer Service

Who you are

• You must be able to work weekends as well as one of the following 8 hour shifts: 9am-5pm ET or 5pm-1am ET
• 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)
• Proficiency in Spanish is a plus

What the job involves

• 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
• 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

Benefits

• Benefits: We provide access to high-quality health insurance coverage, ample paid time off, and a matching 401k program.
• Parental leave: Congrats on welcoming a bundle of joy into your life! We offer 16 weeks of leave in a 12-month period.
• Subscriptions: Health and wellness are incredibly important so we cover employee subscriptions to services like One Medical, Ginger.io and Headspace.
• Team events: Regular virtual team hangs & happy hours are essential, especially while we’re all working remotely. We also put our typical day-to-day work aside for company-wide hackathons 3-4 times per year.
• Ticket perk: SeatGeek employees receive a monthly ticket-purchase stipend for live events!
• Flexible work environment: 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.