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, the company is powering a new, open entertainment ecosystem where fans have effortless access to experiences, and teams, venues, and shows have seamless access to their audiences. Because everyone should expect more from ticketing.
About the Role
As a member of the Customer Experience (CX) team, the Customer Service Event Expert will be the voice of Swooped to its customers. This individual will resolve customer issues through a high volume of customer contacts (phone, email, and chat) and stay informed about the company's latest features, its Enterprise clients, and ticketed events. The team is passionate about providing excellent customer service, and its Event Experts are some of the best in the industry.
The Customer Experience team assists users 7 days a week, 365 days a year, so some holiday work will be required. The ability to work weekends is essential, as well as one of the following 8-hour shifts: either a 6am-2pm PT, 7am-3pm PT, 8am-4pm PT, 9am-5pm PT, 10am-6pm PT, 11am-7pm PT, 12pm-8pm PT, 1pm-9pm PT, or 2pm-10pm PT schedule.
Key Responsibilities
- Provide specialized support for customers through email, chat, and notably Enterprise customer phone support, with availability to work on the weekends.
- Use metrics and consumer insight to help improve Swooped's offerings, and work with managers to evaluate performance amongst peers and against success benchmarks.
- Work daily with tools like Talkdesk, Zendesk, internal admin systems, Slack, Google business tools, Github, Looker, Jira, and more.
- Go above and beyond for customers, ensuring exceptional service.
- Attend 1-on-1 and group strategy meetings weekly.
- As expertise in first point of contact support is developed, earn the ability to phase more project work into the job, handling more specialized and escalated customer contacts, and be entrusted to use time to make changes to benefit CX and the organization as a whole.
Required Qualifications and Skills
- Love for live events and an understanding that purchasing tickets to see a favorite band is not the same as buying a stapler; the ability to empathize with customers.
- Bachelor's degree (or equivalent experience) and experience working in Customer Service. Experience at a tech startup or high-volume company is a plus.
- Understanding of the value of using data to make intelligent decisions and compelling arguments; not intimidated by numbers.
- Strong communication skills and the ability to carry on a conversation with anyone.
- Passion for technology and customer experiences.
- Ability to keep a level head; not easily flustered.
- Strong work ethic.
- Ability to adapt to seasonality and tech innovation; flexibility when it comes to adjusting responsibilities based on the needs of the business.
- Reliable, high-speed internet (at least 35 Mbps, 50+ Mbps strongly preferred).
- Proficiency in Spanish is a plus.
Perks and Benefits
- Flexible work environment, allowing work as many days a week in the office as desired or 100% remotely.
- A WFH stipend to support home office setup.
- Generous PTO.
- Up to 16 weeks of fully-paid family leave.
- 401(k) matching program.
- Student loan support resources.
- Health, vision, dental, and life insurance.
- Up to $25k towards family building and reproductive health services.
- Gender-affirming care support program.
- $500 per year for wellness expenses.
- Subscriptions to Headspace (meditation), Headspace Care (therapy), and One Medical.
- $120 per month to spend on tickets to live events.
- Annual subscription to Spotify, Apple Music, or Amazon music.
Compensation and Additional Details
The salary for this role is $23.50/hr. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific location.
Key skills/competency
- Customer Service
- Event Support
- Client Communication
- Problem Resolution
- Data Analysis
- Zendesk
- Live Events Industry
- Empathy
- Tech Adaptation
- Team Collaboration
How to Get Hired at Swooped
- Research Swooped's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor to understand their fan-first approach to ticketing.
- Tailor your resume: Customize your resume to highlight customer service experience, especially in high-volume or tech startup environments, and demonstrate a passion for live events and technology.
- Showcase problem-solving: Prepare to discuss specific examples of how you've resolved complex customer issues, used data to improve service, and adapted to evolving business needs in previous roles.
- Highlight tech proficiency: Emphasize your familiarity with CRM tools like Zendesk and Talkdesk, and collaboration platforms like Slack and Google business tools.
- Prepare for behavioral questions: Focus on demonstrating empathy, strong communication skills, a proactive work ethic, and your ability to stay calm under pressure, especially regarding customer interactions.
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