Customer Support Associate

Overview

Provide phone, email, and live chat support to SeatGeek customers across ticket purchases, delivery, transfers, account access, payments, refunds, and event changes, through Frontier.

What you'll do

• Support SeatGeek customers through phone, email, and live chat
• Help customers with questions related to ticket purchases, ticket delivery, transfers, account access, payments, refunds, and event changes
• Investigate customer concerns using SeatGeek's systems, policies, and internal resources
• Communicate clearly and empathetically, particularly when customers are dealing with urgent or frustrating situations
• Take ownership of customer issues and work toward accurate, timely, and practical resolutions
• Document customer interactions and resolutions accurately
• Identify situations that require additional support and escalate them through the appropriate channels
• Meet expectations related to customer satisfaction, quality, productivity, attendance, and schedule adherence
• Participate in regular coaching, quality reviews, training, and team meetings
• Follow all customer-data, account-security, confidentiality, and information-security requirements
• Share recurring customer concerns and process gaps with the Team Lead to help improve the overall fan experience
• Collaborate closely with teammates and internal partners to create a consistent and reliable customer experience

What you'll need

• At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role
• Strong spoken and written English
• A customer-first mindset and the ability to remain calm and helpful during difficult conversations
• Strong problem-solving skills and the judgment to determine when an issue should be resolved independently or escalated
• High attention to detail and the ability to document information accurately
• Comfort learning new systems, policies, and workflows
• Ability to manage multiple priorities in a fast-paced environment
• A track record of reliability, punctuality, and ownership
• Openness to feedback and the ability to apply coaching quickly
• A collaborative, "one team" approach to working with colleagues
• A reliable computer and headset with a microphone for the training period (work equipment is provided once you join the live team)
• A stable high-speed internet connection suitable for voice and video calls
• A dependable backup internet connection
• A quiet and professional workspace
• Ability to meet SeatGeek and Frontier's information-security and workspace requirements

Nice to have

• Experience assisting customers through phone, email, or live chat; experience working across multiple channels

Details

• Location: Remote, Philippines
• Working hours: 8AM - 5PM EST
• Working days: 5 working days in a week with 2 days off in a row
• Employment type: Full-time, remote working arrangement
• Compensation: $700 per month, beginning when you join the live support team after completing training
• Training: Advanced assessment sessions conducted by Frontier, including platform, tools, and workflow practice, with a program completion requirement covering attendance, knowledge, quality, security, and customer simulations