About us:
Live experiences help make us human, bringing us across today’s social and digital divides to focus on what truly connects us – the here, the now, the once-in-a-lifetime moment that we share – together. To fulfill Gametime’s vision to unite the world through shared experiences, we deliver fans an extraordinary experience for enjoying, discovering, and purchasing last-minute tickets to live events.
With platforms on iOS, Android, mobile web, and desktop supporting events across the US and Canada, we are reimagining the event ticket experience in a mobile-first world.
The Role:
The Fan Happiness Associate is responsible for the direct support of Gametime’s customers. As Fan Happiness Associate you will communicate with customers through various channels including Voice, Chat, SMS, and Email. The main focus of this role is to ensure Gametime’s customers have a simple and fast purchase experience.
What You’ll Do/Own:
Drive customer loyalty as measured by NPS purchase surveys
Maintain, or exceed, CSAT goals as measured for each completed customer interaction
Meet, or exceed Service level goals
Other duties and responsibilities as assigned.
Our Ideal Candidate Has:
Provide incredible customer support and solving problems in both English and Spanish
Must have excellent written and verbal communication skills to support our users and customers
Multi-task across multiple tools or resources while being engaged with customers
Effectively adapt communication and style to match the needs of the customer
Proactively identify ways to avoid recurrence of customer issues by recommending changes and improvements through our Voice of the Customer processes
You have access to reliable High-speed Internet service (10 megabits download and 3 megabits upload), a quiet distraction-free home office workspace, ergonomic chair, and desk
Flexible and adaptable, able to work well in an evolving environment
Available to work a flexible schedule between the hours of 6am-9pm PST (weekends and some holidays may be required)
Education & Experience:
Bachelor’s degree or equivalent experience required
Minimum 2 years working in a contact center providing direct support to customers via phone, e-mail, and chat
Effective written and oral communications
Excellent interpersonal skills
What we can offer:
Flexible PTO
Equity
Medical, dental, & vision insurance
Life insurance and disability benefits
401K, HSA, pre-tax savings programs
New equipment setup provided
Diverse Family-forming benefits through Carrot Fertility
Wellness programs
Tenure recognition
Base Salary Range:
$18/hr