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