Customer Service - Event Expert

| Portland, OR
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Do you love helping people? Are you thoughtful, humorous, and creative? Are working under pressure and communication two of your best skills? If you answered “yes” to all of the above, keep reading!

As a member of our Customer Experience (CX) team, you’ll be the voice of SeatGeek to our customers. You’ll resolve customer issues through a high volume of customer contacts (phone, email, and chat)  and stay in the know about SeatGeek’s latest features, our enterprise clients, and SeatGeek ticketed events. We are passionate about providing ridiculously good customer service, and our Event Experts are some of the best in the industry.

Right now, we're looking for candidates who are available to work in 8 hour shifts, and can also commit to working weekends. We'll be expanding our coverage hours in September, and will be looking for folks who can commit to working a 2pm-10pm PST schedule. The Customer Experience team assists our users 7 days a week, 365 days a year, so some holiday work will be required.

What you'll do

  • Provide specialized support for our customers  through email, chat, and notably SeatGeek Enterprise customer phone support, with availability to work on the weekends 
  • Use metrics and consumer insight to help make SeatGeek better, and work with your managers to evaluate your performance amongst your peers and against success benchmarks
  • Work daily with tools like Talkdesk, Zendesk, our internal admin, Slack, Google business tools, Github, Looker, Jira, and more
  • Go above and beyond for our customers
  • Attend 1 on 1 and group strategy meetings weekly
  • As you become an expert in first point of contact support at SeatGeek, you will earn the ability to phase more project work into your job, handling more specialized and escalated customer contacts, and will be entrusted to use your time to make changes to benefit CX and SG as a whole

What you have

  • You have a love for live events and understand that purchasing tickets to see your favorite band is not the same as buying a stapler. You can empathize with SeatGeek customers
  • You have a bachelor's degree (or equivalent experience) and experience working in Customer Service. Experience at a tech startup or high-volume company is a plus
  • You have an understanding of the value of using data to make intelligent decisions and compelling arguments, and you aren't intimidated by numbers
  • You have strong communication skills and the ability carry on a conversation with anyone
  • You have a passion for technology and customer experiences
  • You have a strong work ethic, keep a level head, and aren’t easily  flustered. You’re flexible when it comes to adjusting your responsibilities based on the needs of the business. You can adapt to seasonality and tech innovation
  • Proficiency in Spanish is a plus

Perks

  • Equity stake in a well-funded growth stage company
  • A hybrid in-office approach, allowing you to work remotely a couple of days a week
  • A WFH stipend to support your home office setup
  • The ability to work from anywhere up to four weeks per year with SeatGeek on Tour
  • Benefits package that supports health/dental/vision. We also provide annual subscriptions to Headspace, Ginger.io, and One Medical 
  • A focus on transparency. We have regular company meetings and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
  • $120 a month to spend on tickets to live events
  • Annual subscription to Spotify, Apple Music, or Amazon music


SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • ReduxLibraries
    • FlexFrameworks
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • LookerAnalytics
    • SketchDesign
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • Google HangoutsCollaboration
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management

An Insider's view of SeatGeek

What are some social events your company does?

The importance of gathering is baked into our DNA at SeatGeek! We always take time to celebrate milestones together, whether in person or virtually, and, while we throw an amazing End of Year party, my favorite events are a little more personal! We empower employees to create their own social events from fitness classes to crafting or or tv nights!

Erin

Workplace & People Programs Manager

What projects are you most excited about?

An ongoing project I am excited about is the redesign of one of the core flows in our app. It is a high impact, cross functional initiative and I love how we’ve been able to implement a new technical foundation, introduce new features, and improve the user experience. I’m looking forward to the initial release and gathering insights from consumers!

Jenny

Software Engineer II

How do you empower your team to be more creative?

We encourage teams to solve problems and create delightful customer experiences, not implement pre-defined solutions. Our teams leverage research/data to understand our customers needs and behaviors, but we also believe that giving teams the space to be creative during a discovery phase opens the possibilities of what they can come up with.

Bree

Director, Product Management

What are SeatGeek Perks + Benefits

SeatGeek Benefits Overview

At SeatGeek, two of our goals related to benefits and perks are wellness and work/life balance. Whether it's generous time off or subscriptions for mental and physical wellbeing, we want to make sure employees are taken care of at work and outside of it.

Culture
Volunteer in local community
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Quarterly engagement surveys
Hybrid work model
Flexible work schedule
Remote work program
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
We partner with DEI job boards and employer branding channels. We also priorities HBCUs and underrepresented groups at colleges nationwide each year during campus recruiting for our R&D team.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Recreational clubs
Relocation assistance
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

SeatGeek employees receive a monthly ticket-purchase stipend for live events!

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