Customer Service - Event Expert
Swooped
Job Overview
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Job Description
About Swooped
Our client believes live events are powerful experiences that unite humans. With technological savvy and a fan-first attitude, Swooped is simplifying and modernizing the ticketing industry by catering to both consumers and enterprises. They power a new, open entertainment ecosystem where fans have effortless access to experiences, and teams, venues, and shows have seamless access to their audiences.
About the Role
As a member of the Customer Experience (CX) team, the Customer Service - Event Expert will be the voice of the company to its customers. You will resolve customer issues through a high volume of customer contacts via phone, email, and chat and stay updated on the latest features, Enterprise clients, and ticketed events.
The role requires working 7 days a week, including some holidays and weekends. You must be available to work one of the 8-hour shifts between 6am-10pm PT.
Key Responsibilities
- Provide specialized support through email, chat, and phone for Enterprise customers.
- Use metrics and consumer insights to help improve offerings.
- Utilize tools like Talkdesk, Zendesk, Slack, Google tools, Github, Looker, and Jira.
- Attend regular strategy meetings and contribute to team success.
- Gradually take on project work and escalated customer contacts as expertise grows.
What is Required
- Passion for live events and excellent customer empathy.
- Bachelor's degree or equivalent experience; tech startup or high-volume experience is a plus.
- Data-driven mindset and strong communication skills.
- Ability to remain calm and adaptable in changing environments.
- Reliable high-speed internet (35 Mbps minimum, 50+ Mbps preferred) and Spanish proficiency is a plus.
Perks
- Flexible work environment with full remote options.
- WFH stipend and generous PTO.
- Up to 16 weeks of fully-paid family leave.
- 401(k) matching, health benefits, and wellness programs.
- Significant support for family building and mental health resources.
Key skills/competency
- Customer Service
- Event Support
- Enterprise
- Ticketing
- Communication
- Data Analysis
- Technology
- Problem Solving
- Metric Analysis
- Tool Proficiency
How to Get Hired at Swooped
- Customize your resume: Highlight customer service and tech skills.
- Leverage industry keywords: Include ticketing and event experience.
- Research Swooped: Study their mission, values, and recent news.
- Prepare for shift work: Emphasize flexibility and availability.
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