Email/Chat/Phone Specialist

Job Posted 11 Days Ago Posted 11 Days Ago
Easy Apply
Be an Early Applicant
Coppell, TX
Junior
Consumer Web • eCommerce • Events • Information Technology • Software
Vivid Seats connects fans with the live events they love.
The Role
As an Email/Chat/Phone Specialist at Vivid Seats, you'll engage with customers via phone, email, and live chat, providing support for tickets, orders, inventory, and events. Your role includes ensuring high-quality service, managing customer queries, and representing the brand during interactions. You'll also contribute to team culture and personal development over the first 180 days.
Summary Generated by Built In

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 2025, 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 Email/Chat/Phone Specialist, you have the opportunity to engage with hundreds of customers over a shared passion for live events. We pride ourselves on creating memorable experiences for all of our customers from the point of purchase until they enter the gates. You will be on the front lines of representing the Vivid Seats brand, helping to ensure that our fans get the right seats at the right price. This individual will provide proactive, friendly and high-quality service to Vivid Seats’ customers. 

Our team thrives on making connections with our customers, whether troubleshooting a technical concern or answering questions about events or our services. Our Customer Experience Representative will answer questions about purchases, active orders, inventory, upcoming events, and utilize internal and external technology to manage order fulfillment. 

 

How your role contributes to the success of Vivid Seats: 

  • Handle customer contacts, promptly and professionally. 
  • Answer questions about purchases, orders, inventory, upcoming events. 
  • Support our customers proactively via phone, email and live chat. 
  • Utilize internal and external technology to manage order fulfillment. 
  • Be a team player and contribute to culture and growth. 
  • Create memorable experiences with customers who share our love for live events. 

 How your role expectations will progress as a Call Center Associate  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 access to and familiarize yourself with our accounts and internal systems. 
  • Shadow teammates and document what you have learned from observing and listening to their emails and calls. 

90 days in 

  • Perform core responsibilities comfortably on your own. 
  • Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives. 
  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. 
  • Understand service level expectations, KPIs and other metrics to watch for 

 180 days in  

  • Apply methods to execute individual tasks that positively impacts the team. 
  • Play an active role in continued learnings to advance skill sets necessary for team goals. 
  • Handle front line customer escalations and follow ups. 
  • Feel empowered to participate in extracurricular projects that will contribute to the success of the organization. 

 What You’ll Bring: 

  • 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 

Schedule:  

  • 8:00am-4:30pm with Tuesday and Wednesday off. 
  • Hybrid schedule with 3 days in office and 2 days remote following training. 
  • Training will be first 3 weeks all in office Monday-Friday 8:30am-5:00pm. 


Compensation: 

  • $37,000 base salary with Bi annual bonuses and equity.
  • Training is fully paid. 


Benefits: 

  • Vivid Seats provides competitive compensation; bonus incentives and equity for all employees; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; Hybrid working model; and a variety of additional workplace perks.



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. 
 

Top Skills

Zendesk

What the Team is Saying

Person1
Maynol R.
Web Venue Designer
“Vivid Seats opens the door for your advancement. It is up to everyone to use the tools given and carve their own path. Coupled with a rapidly growing environment, working at Vivid Seats is an opportunity worth taking.“
Maynol R.
Lauren M.
Matt Z.
Elyce H.
Lana M.
Sumedha G.
The Company
HQ: Chicago, IL
600 Employees
Hybrid Workplace
Year Founded: 2001

What We Do

Founded in 2001, Vivid Seats is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. Based on the belief that “Life Happens Live”, the Chicago-based company provides exceptional value by providing one of the widest selections of events and tickets in North America and an industry leading Vivid Seats Rewards program where all fans earn on every purchase. Through its proprietary software and unique technology, Vivid Seats drives the consumer and business ecosystem for live event ticketing and enables the power of shared experiences to unite people.

Why Work With Us

We build products that connect people and create lasting memories. If doing meaningful work inspires you, you’re our kind of people. We are passionate about facilitating amazing fan experiences and just as intent on providing compelling experiences for our employees. Create and attend incredible live event experiences with us!

Gallery

Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery
Gallery

Vivid Seats Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Typical time on-site: 2 days a week
HQChicago, IL
Coppell, TX
Learn more

Similar Jobs

Vivid Seats Logo Vivid Seats

Email/Chat/Phone Specialist (Nights and Weekends)

Consumer Web • eCommerce • Events • Information Technology • Software
Easy Apply
Hybrid
Coppell, TX, USA
600 Employees

Vivid Seats Logo Vivid Seats

Customer Service Representative- Nights and Weekends (Full Time)

Consumer Web • eCommerce • Events • Information Technology • Software
Easy Apply
Coppell, TX, USA
600 Employees

Vivid Seats Logo Vivid Seats

Customer Service Team Lead (Nights & Weekends)

Consumer Web • eCommerce • Events • Information Technology • Software
Easy Apply
Coppell, TX, USA
600 Employees

Vivid Seats Logo Vivid Seats

Email/Chat/Phone Specialist (Nights and Weekends)

Consumer Web • eCommerce • Events • Information Technology • Software
Easy Apply
Hybrid
Coppell, TX, USA
600 Employees
By clicking Apply you agree to share your profile information with the hiring company.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account