Customer Service - Event Expert

About Swooped

Our client, Swooped, believes live events are powerful experiences that unite humans. With technological savvy and a fan-first attitude, it 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 of Customer Service - Event Expert

As a Customer Service - Event Expert on the Customer Experience (CX) team at Swooped, you will be the voice of the company to its customers. This role involves resolving customer issues through a high volume of customer contacts across various channels including phone, email, and chat. You will need to stay continuously informed about Swooped's latest features, its Enterprise clients, and a wide array of ticketed events. The team is dedicated to providing excellent customer service, and its Event Experts are recognized as some of the best in the industry.

The Customer Experience team operates 7 days a week, 365 days a year, which means some holiday work will be required. The ability to work weekends is essential, along with committing to one of the following 8-hour shifts (all in Pacific Time): 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.

What You Will Do

• Provide specialized support to customers via email, chat, and notably Enterprise customer phone support, ensuring availability to work on weekends.
• Utilize metrics and consumer insights to contribute to improving Swooped's offerings, collaborating with managers to evaluate performance against success benchmarks.
• Work daily with essential tools such as Talkdesk, Zendesk, internal admin systems, Slack, Google business tools, Github, Looker, Jira, and more.
• Consistently go above and beyond to deliver exceptional service to customers.
• Attend weekly 1-on-1 and group strategy meetings.
• As your expertise in first point of contact support develops, you will earn the opportunity to phase more project work into your role, handling specialized and escalated customer contacts, and be empowered to implement changes benefiting CX and the broader organization.

What is Required

• A genuine love for live events and a deep understanding that purchasing tickets for a favorite band requires empathy, differing from a standard retail transaction.
• A Bachelor's degree or equivalent experience, combined with prior experience in Customer Service; experience at a tech startup or high-volume company is a significant plus.
• An appreciation for the value of data in making informed decisions and compelling arguments, coupled with comfort working with numbers.
• Strong communication skills and the ability to engage in conversation with diverse individuals.
• A passion for technology and creating outstanding customer experiences.
• The ability to maintain composure and a level head, even in challenging situations.
• A strong work ethic.
• Adaptability to seasonality and rapid tech innovation, demonstrating flexibility in adjusting responsibilities as business needs evolve.
• Reliable, high-speed internet connection (at least 35 Mbps, with 50+ Mbps strongly preferred).
• Proficiency in Spanish is a plus.

Perks at Swooped

• Flexible work environment, offering the choice to work from the office or 100% remotely.
• A Work-From-Home (WFH) stipend to support your home office setup.
• Generous Paid Time Off (PTO).
• Up to 16 weeks of fully-paid family leave.
• 401(k) matching program.
• Student loan support resources.
• Comprehensive 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.

Key skills/competency

• Customer Service
• Ticketing Industry
• Issue Resolution
• Live Event Support
• Customer Empathy
• Data Analysis
• Communication Skills
• Zendesk
• Talkdesk
• Problem-Solving