Location: New York,NY, USA
**Broker Experience Expert**
at SeatGeek New York, NY or Remote ****SeatGeeks support for professional sellers is rapidly evolving. As we grow our core business through increased inventory offerings, were looking for a Broker Experience Expert to be on the front line, responding to broker inquiries and building relationships with our partners. Youll work with sellers through a high volume of phone calls and emails to resolve their issues and stay in the know about SeatGeeks latest seller features. You will be responsible for ensuring that professional sellers experiences on SeatGeek are industry-leading.****
**In this role you'll be spending most of your time supporting professional ticket brokerages, whether that be communicating with them directly via phone or email or supporting the broader Customer Experience team through ongoing coaching and training.**
****What youll do****
* Support our sellers via phone and email, answering inquiries and resolving order-related issues
* Be the first point of contact for any seller questions or concerns and work to resolve or escalate accordingly
+ Build new relationships with sellers and ensure they feel valued, listened to and excited about SeatGeek
* Work cross functionally to assist in initiatives that improve the seller experience
+ Collaborate heavily with Event Experts to make sure issues impacting our customers are handled balancing both seller and customer interests in mind
+ Answer questions internally relating to seller-specific issues. Be the source of knowledge for all things broker-related for the CX team and beyond.
* Work daily with tools like Zendesk, Talkdesk, our internal admin, Slack, Google business tools, Github, Looker, and more
* Get involved with special projects relating to improving the broker experience
****What you have****
* 6+ months of relevant experience in ticketing/live events and/or account services/customer support
* An organized and detail-oriented skillset
* Flexibility to switch to various tasks throughout the workday
* Comfortability with spreadsheets and basic financial calculations, as well as with client-facing work
* Strong communication skills and ability to converse with a wide variety of clients
* Strong ability to negotiate
* Ability to develop a deep understanding of issues impacting brokers, broker policies and the broker handbook
* Ability to operate with fairness to both the customer and the seller to find the best resolution for all parties.
* Passion for maintaining a strong connection between departments that deal with brokers and customers
* Ability to think quickly and manage ambiguous situations
* A strong work ethic, keep a level head, and dont get flustered easily
* Understanding of big picture and ability to balance competing commercial interests
* Schedule Flexibility - available for weekend shifts and evening hours (currently between 9am-11pm ET, expanding to 1am ET in the future)
**Perks**
* Equity stake in a well-funded growth stage company
* A hybrid in-office approach, allowing you to work remotely a couple of days a week
* A WFH stipend to support your home office setup
* The ability to work from anywhere up to four weeks per year with SeatGeek on Tour
* Benefits package that supports health/dental/vision. We also provide annual subscriptions to Headspace, Ginger.io, and One Medical
* A focus on transparency. We have regular company meetings and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
* $120 a month to spend on tickets to live events
* Annual subscription to Spotify, Apple Music, or Amazon music
*SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!*