SeatGeek Looking for Customer Experience Specialist, Social Media at Remote Full Time

Remote – USA

SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude we’re simplifying and modernizing the ticketing industry.

By catering to both consumers and enterprises, we’re 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.

In this role as a Customer Experience (CX) Specialist you will lead our interactions with customers on social media. Customers have plenty of conventional channel options for contacting SeatGeek (e.g. phone, email, chat), but many prefer to use the apps that they’re already used to – Tiktok, Instagram, Twitter, Facebook, et al. Because of the public visibility in these channels and the potential for virality – either good or bad – the stakes here are often particularly high. Your job will be to ensure that we provide excellent outcomes to all customers who mention and DM us across these platforms.

What you’ll do
Have a constant finger on the pulse of SeatGeek social media mentions and DMs, especially during times of high anticipated contact volume
Work with other SeatGeek CX subteams like Workforce Management, Scheduling, Training, and Quality Assurance to ensure that we are providing optimal, high-quality agent coverage
Serve as a second or third layer of customer-facing support and shift supervision for especially sensitive escalations, exercising discretion around resolutions and policy exceptions
Ensure that social support tools and vendor integrations are always running smoothly, and that we’re making full use of the features available to us
Track and be accountable for channel quality metrics like response time, resolution time, and customer satisfaction (CSAT)
Work closely with our Brand, PR, and Influencer Marketing teams to align on general messaging strategies and develop and quickly execute crisis management plans for any especially viral negative content
Pioneer new “surprise & delight” proactive outreach programs (e.g. randomly awarding free tickets and travel to social media superfans)
Organize and manage the overall budget for social media resolutions and other channel expenses
Explore and implement more robust social listening and sentiment analysis tools, and share resultant insights as part of our Voice of the Customer working group
What you have
2+ years of experience in general customer support, 1+ of which in a supervisory role, and with a concentration in social media support
Familiarity with social support platforms (such as Sprout)
Familiarity with contact center CRM platforms (such as Zendesk)
Strong data literacy, and familiarity with best-in-class contact center metrics and benchmarks (e.g. CSAT, CES, etc)
Organic social media management experience a plus, but not required
Perks
Equity stake
Flexible work environment, allowing you to work as many days a week in the office as you’d like or 100% remotely
A WFH stipend to support your home office setup
Flexible PTO
Up to 16 weeks of paid family leave
401(k) matching program
Health, vision, dental, and life insurance
Annual subscriptions to Headspace, Ginger.io, and One Medical
$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!

Job Type: Full-time