Broker Experience Expert

SeatGeek

7d•$27 - $28•Remote

About The Position

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. Because everyone should expect more from ticketing. SeatGeek’s support for professional sellers is rapidly evolving. As we grow our core business through increased inventory offerings, we’re looking for a Broker Support Expert to be on the front line, responding to broker inquiries and building relationships with our partners. You’ll work with sellers through a high volume of phone calls and emails to resolve their issues and stay in the know about SeatGeek’s latest seller features. You will be responsible for ensuring that professional sellers’ experiences on SeatGeek are industry-leading. In this role you'll be spending most of your time supporting professional ticket brokerages, whether that be communicating with them directly via phone or email or supporting the broader Customer Experience team through ongoing coaching and training. We are currently looking for someone who can regularly work a Thursday - Monday, 9am - 5pm EST (6am - 2pm PST) shift time.

Requirements

6+ months of relevant experience in ticketing/live events and/or account services/customer support
Curiosity to dig into complex issues to uncover the source of the problem
An organized and detail-oriented skill set
Flexibility to switch to various tasks throughout the workday
Comfort with spreadsheets and basic financial calculations, as well as with client-facing work
Ability to think quickly and manage ambiguous situations
Strong communication skills and ability to converse with a wide variety of clients
Ability to operate with fairness to both the customer and the seller to find the best resolution for all parties - you’re able to understand the “big picture”
Passion for maintaining a strong connection between departments that deal with brokers and customers
Strong negotiation skills
Ability to keep a level head - you’re not easily flustered and remain professional
Schedule flexibility - you’re available for weekend/holiday shifts and evening hours (we are currently looking for someone who can regularly work a Thursday - Monday, 9am - 5pm EST (6am - 2pm PST) shift time

Responsibilities

Support our sellers via phone and email, answering inquiries and resolving order-related issues
Act as representatives of the Seller Direct Marketplace and SeatGeek by enforcing our marketplace policies and fee programs
Work cross-departmentally with SeatGeek’s Inventory, Enablement, Event Operations, Accounting, Trust & Safety, and others to support company goals and business objectives
Be the first point of contact for any seller questions or concerns and work to resolve or escalate accordingly
Build new relationships with sellers and ensure they feel valued, listened to and excited about SeatGeek
Investigate incidents resulting in refunds to ensure proper financial action is taken or reversed
Coordinate between uploaders (point of sale systems) and professional tickets brokerages to assist in technology integrations and sales questions.
Assist in account linking for primary clients and venues
Collaborate heavily with Customer Support Event Experts to make sure issues impacting our customers are handled balancing both seller and customer interests in mind
Answer questions internally relating to seller-specific issues and be the source of knowledge for all things broker-related for the CX team and beyond
Assist internal product support teams to investigate reported API issues or ensure proper integration
Provide ad hoc technical support for developing situations affecting the secondary marketplace landscape
Work daily with tools like Zendesk, Jira, Talkdesk, Slack, Google business tools, Github, Looker, live event mobile apps, our internal admin, and more
Develop projects and build resources, both internally and externally facing, that improve the broker experience and maintain our marketplace

Benefits

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