Broker Experience Expert

| Greater NYC Area +71 more | Remote
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SeatGeek’s support for professional sellers is rapidly evolving. As we grow our core business through increased inventory offerings, we’re looking for a Broker Experience Expert to be on the front line, responding to broker inquiries and building relationships with our partners. You’ll work with sellers through a high volume of phone calls and emails to resolve their issues and stay in the know about SeatGeek’s latest seller features. You will be responsible for ensuring that professional sellers’ experiences on SeatGeek are industry-leading.

In this role you'll be spending most of your time supporting professional ticket brokerages, whether that be communicating with them directly via phone or email or supporting the broader Customer Experience team through ongoing coaching and training.

What you’ll do

  • Support our sellers via phone and email, answering inquiries and resolving order-related issues
  • Be the first point of contact for any seller questions or concerns and work to resolve or escalate accordingly
    • Build new relationships with sellers and ensure they feel valued, listened to and excited about SeatGeek
  • Work cross functionally to assist in initiatives that improve the seller experience 
    • Collaborate heavily with Event Experts to make sure issues impacting our customers are handled balancing both seller and customer interests in mind 
    • Answer questions internally relating to seller-specific issues. Be the source of knowledge for all things broker-related for the CX team and beyond.  
  • Work daily with tools like Zendesk, Talkdesk, our internal admin, Slack, Google business tools, Github, Looker, and more
  • Get involved with special projects relating to improving the broker experience

What you have

  • 6+ months of relevant experience in ticketing/live events and/or account services/customer support
  • An organized and detail-oriented skillset 
  • Flexibility to switch to various tasks throughout the workday
  • Comfortability with spreadsheets and basic financial calculations, as well as with client-facing work
  • Strong communication skills and ability to converse with a wide variety of clients
  • Strong ability to negotiate 
  • Ability to develop a deep understanding of issues impacting brokers, broker policies and the broker handbook
  • Ability to operate with fairness to both the customer and the seller to find the best resolution for all parties.
  • Passion for maintaining a strong connection between departments that deal with brokers and customers
  • Ability to think quickly and manage ambiguous situations
  • A strong work ethic, keep a level head, and don’t get flustered easily
  • Understanding of “big picture” and ability to balance competing commercial interests
  • Schedule Flexibility - available for weekend shifts and evening hours (currently between 9am-11pm ET, expanding to 1am ET in the future)
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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Candidate Location Eligibility:
Ann Arbor, MI
Atlanta, GA
Austin, TX
Baltimore, MD
Baton Rouge, LA
Boise, ID
Boston, MA
Buffalo, NY
Charleston, SC
Charlotte, NC
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Miami, FL
Milwaukee, WI
Minneapolis–Saint Paul, MN
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New York City, NY
Ogden, UT
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Other US Location
Palm Bay-Melbourne-Titusville
Pensacola, FL
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Phoenix – Mesa – Scottsdale, AZ
Pittsburgh, PA
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St. Louis, MO
Tallahassee, FL
Tampa Bay, FL
Tucson, AZ
Tulsa, OK
Washington DC
Wichita, KS
Wilmington, NC

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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