Vivid Seats
Vivid Seats connects fans with the live events they love.
Dallas-Fort Worth, TX

Supervisor- Customer Support at Vivid Seats (Dallas, TX)

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Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2023, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

The Opportunity:   

As a Social Media Support Team Lead, you will supervise and coach your team to deliver a public-facing VIP service experience while helping them grow the skills they need to have successful careers. Share new ideas when it comes to increasing productivity and improving the customer experience within the organization while ensuring that every fan receives timely responses and a high level of accurate, courteous service. You will have the opportunity to build relationships within cross-functional teams and work closely with all levels of the organization. This is a unique opportunity to have a positive impact in a high growth business. 

How your role contributes to the success of Vivid Seats: 

  • Create a positive, fun, and motivating team environment to enhance employee performance and ensure the team remains passionate about delivering positive, professional, and accurate information to customers. 
  • Set clear performance goals and monitor individual progress to provide coaching opportunities and to understand employee developmental needs. 
  • Monitor staffing levels, agent attendance and ensure adherence to all company procedures and policies. 
  • Maintain a culture that strives for excellence by assisting in recruiting, developing, and retaining team members. 
  • Ensure that all agents provide quality experiences to all fans in a timely manner. 
  • Review and report on agent KPIs on a frequent basis to provide appropriate recognition or guidance for improvements. 
  • Document social quality concerns and trends for procedural changes and recommendations. 


How your role expectations will progress as a Social Media Support Team Lead in the first 30, 90, and 180 days: 

30 days in 

  • Complete new hire orientation, gaining the resources you need to be successful.  
  • Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers. 
  • Acclimate to team and company norms, business objectives, and Vivid Seats values. 
  • Gain industry knowledge and experience to learn how to manage customer inquiries and provide appropriate solutions. 
  • Understand company performance metrics and values to hold your team accountable for and work toward.  
  • Complete training with an understanding of how this role plays an important part in lowering customer anxiety 


90 days in 

  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiency. 
  • Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives. 
  • Gain ability to recognize order issues and trends while monitoring agent’s day to day activity.  
  • Display ability to recognize and address agent errors and provide constructive feedback on how to meet their KPI’s more effectively.  

180 days in  

  • Apply methods to execute individual tasks that positively impact the team.  
  • Play an active role in continued learnings to advance skill sets necessary for team goals. 
  • Proactively monitor agent performance and provide solid solutions on how to meet their individual and team goals.  
  • Manage highly complex, escalated, and high value contacts without guidance. 
  • Ingrained as a key player of the team who runs autonomously throughout day-to-day responsibilities. 


What You’ll Bring: 

  • Previous leadership experience and ability to work with minimal supervision.  
  • Experience in a call center, hospitality, social support, or retail environments preferred. 
  • Strong analytical, problem-solving and organization skills are necessary, as well as impeccable/professional communication skills. 
  • Proven track record of successfully managing, training, and motivating their team to provide excellent customer service. 
  • Ability to communicate effectively across all levels of management.  
  • Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment. 
  • Willing to work overtime, nights, and weekends as the schedule and business needs dictate. 
  • Genuine interest in customer service as well as sports, entertainment, and social platforms. 

Our Commitment: 
We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification. 

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What are Vivid Seats Perks + Benefits

Vivid Seats Benefits Overview

We make it easier for you to give it your all. While you are transforming the live event industry, we will take care of you and people who matter to you.
We've got you cover with a variety of Health, Dental and Vision packages to help fit your needs; 100% Employer Paid Life Insurance, AD&D and EAP; STD and LTD.
One of the most competitive 401 (k) programs on the market.
Continuing education opportunities and rewarding performance incentives
PTO, Maternity and Paternity policies that afford you the flexibility to take planned time off as needed.
In-office happy hours, holiday and summer events, company-sponsored sports leagues, catered lunches.
Stocked kitchen with healthy snacks!

Volunteer in local community
Committed to partner with organizations and causes that are important to our employees and our communities.
Partners with nonprofits
Corporate Social Responsibility is important to us - we have a team dedicated to leading these efforts both in a local and national scope.
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Employees trained on best practices supporting data-driven decisions - starting with recruiting and hiring.
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

We offer credits and discounts on tickets to attend your favorite events along with great health insurance plans with healthy employer subsidies (like monthly care packages for remote employees!) and pre-tax commuter benefits. All employees are encouraged to use no questions asks mental health days and a floating holiday. When in the office we host catered lunches and regular happy hours to recognize birthdays and celebrate successes. Our corporate office provides a fully paid in-building gym membership for morning yoga or lunchtime run. Employees are also able to work a hybrid schedule, providing the balance life requires, when we need it.

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