Expedited Resolutions Associate
Vivid Seats is a leading online ticket marketplace committed to connecting fans with live events. The Expedited Resolutions Associate will manage inbound customer interactions and deliver exceptional service experiences, ensuring a seamless customer journey from purchase to event entry.
Responsibilities
- Serve as the front line of the Vivid Seats brand, delivering high-quality, service-first experiences across every customer interaction
- Build trust and loyalty by resolving customer inquiries with empathy, accuracy, and efficiency
- Support seamless event experiences by guiding customers from purchase through ticket delivery and entry
- Strengthen key partnerships (e.g., Capital One) by ensuring a consistent, high-standard experience for partner customers
- Enhance customer satisfaction and retention through clear communication and effective problem-solving
- Contribute to revenue support by assisting customers through concierge and rewards-based purchase experiences
- Protect the customer experience by proactively monitoring and resolving order alerts and potential issues
- Maintain accurate documentation and follow processes to ensure operational consistency and efficiency
- Collaborate cross-functionally to resolve complex issues and improve internal workflows
- Support fan engagement initiatives, including Game Center and trivia experiences, to deepen customer connection with the brand
Skills
- 1-2 years of customer service experience via phone, email and live chat
- Team player mentality and drive to contribute to culture and growth
- Sense of curiosity to ask questions and keenness to improve upon work
- Passion for live events (sports, concerts or theatre)
- Flexible schedule to work evenings, weekends, and holidays
- Excellent verbal and written communication skills
- Experience with Zendesk or similar help desk software
Benefits
- FLEX PTO
- Mental health days
- Medical, dental, and vision insurance
- 401K matching
- Quarterly credits and discounts for attending live events
- A variety of additional workplace perks
Company Overview