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About the Opportunity
The company believes live events are powerful experiences that unite humans. With technological savvy and a fan-first attitude, the organization is simplifying and modernizing the ticketing industry. By catering to both consumers and enterprises, the company is powering a new, open entertainment ecosystem where fans have effortless access to experiences, and teams, venues, and shows have seamless access to their audiences. Because everyone should expect more from ticketing.
As a member of the Customer Experience (CX) team, you will be the voice of the organization to its customers. You will resolve customer issues through a high volume of customer contacts (phone, email, and chat) and stay informed about the company's latest features, its Enterprise clients, and ticketed events. The team is passionate about providing exceptionally good customer service, and its Event Experts are some of the best in the industry. The Customer Experience 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: 7am-3pm PT, 9am-5pm PT, 12pm-8pm PT, or 2pm-10pm PT.
Key Responsibilities
- Provide specialized support for customers through email, chat, and notably phone support for the company's Enterprise customers, with availability to work on the weekends.
- Use metrics and consumer insight to help make the company better, and work with managers to evaluate performance amongst peers and against success benchmarks.
- Work daily with tools such as Talkdesk, Zendesk, internal admin tools, Slack, Google business tools, Github, Looker, Jira, and more.
- Go above and beyond for customers.
- Attend 1-on-1 and group strategy meetings weekly.
- As you become an expert in first-point-of-contact support, 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 that benefit CX and the organization as a whole.
Required Qualifications
- A love for live events and an understanding that purchasing tickets to see a favorite band is not the same as buying a stapler; you can empathize with customers.
- A Bachelor's degree (or equivalent experience) and experience working in Customer Service. Experience at a tech startup or high-volume company is a plus.
- An understanding of the value of using data to make intelligent decisions and compelling arguments; you are not 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 do not get easily flustered.
- Strong work ethic.
- Ability to adapt to seasonality and tech innovation; you are flexible when it comes to adjusting 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.
Perks
- 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.
The salary for this role is $23.50/hr. In addition, you may receive a discretionary annual bonus based on individual and company performance. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
The hiring company is an equal opportunity employer committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, the organization recognizes that diversity is a positive attribute and welcomes the differences and benefits that a diverse culture brings. Come join the team!