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: Customer Service - Event Expert

As a member of the Customer Experience (CX) team at Swooped, the Customer Service - Event Expert will be the voice of the company 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 the company'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.
• Attend 1-on-1 and group strategy meetings weekly.
• As expertise in first point of contact support is developed, the ability to phase more project work into the job will be earned, handling more specialized and escalated customer contacts, and will be entrusted to use time to make changes to benefit CX and the organization as a whole.

What is Required

• 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

• 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.

Key skills/competency

• Customer Service
• Customer Experience (CX)
• Ticketing Industry
• Live Events
• Zendesk
• Talkdesk
• Data Analysis
• Communication Skills
• Problem Solving
• Empathy