Social Media Support Associate

| Dallas-Fort Worth, TX | Hybrid
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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 Dallas Best 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 Associate, you will have the opportunity to engage with hundreds of customers over a shared passion for live events, serving as the primary point of contact for customer inquiries through social media channels. Ideal candidates are those who are energized when working to solve unique issues on a public platform, sharing their technical expertise, and handling multiple tasks effectively and efficiently. With empathy and professionalism, you will play a critical role in connecting our customer to the events that excite them. We pride ourselves in creating memorable experiences from the point of purchase until they enter the gates.
Shift: 8:00 AM CST to 4:30pm PM CST, with 1 weekend day (Sunday-Thursday). 3 days in the office and 2 days at home. 
Location: Coppell, TX
How your role contributes to the success of Vivid Seats:

  • Utilize attention to detail and proactive measures to maintain a great customer experience through receiving and responding to inbound social media customer inquiries; gather and verify required information.
  • Ensure we are connecting with our buyers over multiple platforms to provide the most accurate and helpful information.
  • Develop and present solutions to customer concerns.
  • Update internal order notes appropriately.
  • Ensure proper security procedures are followed during all customer interactions.
  • Maintain thorough knowledge of company processes and policies to ensure proper exchanging of information.
  • Utilize empathy and professionalism in every interaction.


How your role expectations will progress as a Social Media Support 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.
  • Understand the flow of buyer orders and processes.
  • Become familiar with the systems utilized to reply to customer inquiries that are posted on our social media channels.
  • Navigate and resolve non-complex customer inquiries.

90 days in:

  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
  • Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.
  • Publicly reply to entry level customer social media inquiries.
  • Manage day to day responsibilities with minimal guidance.
  • Knowledgeable in industry terms, processes, and internal company policies.

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.
  • Expert in our social media practices where able to identify, report, and solution against trends.
  • Competent on industry nuances and company processes.
  • Manage complex customer inquiries posted on our social media channels.

What You’ll Bring:

  • Knowledge and understanding of basic social media platforms.
    Work experience in sales or customer service in retail or service-related industry.
  • Computer proficiency, including ability to maintain 50+ WPM typing speed and to efficiently operate basic PC/web browser functionality.
  • Excellent written communication skills with an aptitude for grammar and spelling accuracy.
  • Capable of multitasking in a fast-paced environment.
  • Self-reliant and ability to work with minimum supervision.
  • Research skills to troubleshoot customer issues.
  • Willing to be flexible in work hours where needed.
  • Genuine interest in live events, sports, entertainment, and social media.
  • Flexibility to take on other tasks as directed by management.

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

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • CSSLanguages
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    • ConfluenceManagement
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    • SlackCollaboration
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    • Collaboration
    • AsanaProject Management

An Insider's view of Vivid Seats

How does your team reward individual success?

We are encouraged to take ownership of our work and continue supporting technologies we work on, well into production and beyond. Having coworkers who care so genuinely about not only my individual success, but also the company's success, makes working for Vivid Seats extremely rewarding.

Lana M.

Quality Engineering Manager

What projects are you most excited about?

At Vivid Seats you are always working on something exciting and challenging which not only keeps you committed but also foster personal growth. Currently, my team is working on implementing a screen which will be highly personalized to the users and will help promote continuing engagement.

Sumedha G.

Software Engineer

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 including annual bonuses and RSUs.
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!

Culture
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
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
In-person all-hands meetings
Employee awards
Flexible work schedule
Remote work program
Diversity
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
Diversity recruitment program
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
Wellness days
Abortion travel benefits
Financial & Retirement
401(K)
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
Sabbatical
Paid holidays
Paid sick days
Flexible time off
Floating holidays
Bereavement leave benefits
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
Meditation space
Mother's room
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
Personal development training
Apprenticeship programs

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, milestones, 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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