Expedited Resolutions Associate
About The Position
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.
Requirements
- 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
Responsibilities
- 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
Benefits
- FLEX PTO
- mental health days
- medical, dental, and vision insurance
- 401K matching
- quarterly credits and discounts for attending live events
- a variety of additional workplace perks
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
251-500 employees
