At SeatGeek, we're creating a modern box office for teams, leagues, venues, and rightsholders that is completely differentiated from legacy ticketing providers. Providing best-in-class ticketing software is the first step and a critical part of that is providing best-in-class support for our software.
We're looking for a Product Support Team Lead to work with our team of Product Support Analysts on providing SRO support to our SeatGeek Enterprise clients.
What You'll Do
Your role will be a combination of customer service, people management, and strategic planning. More specifically, you'll spend your time with the following:
Handling escalated support cases to ensure prompt and effective solutions while providing a positive experience to all SG Enterprise clients
Training and mentoring new and existing Product Support Analysts and coaching them through difficult issues or tasks
Organizing and regularly updating internal and external training materials
Managing day-to-day operations of team members through scheduling
Suggesting and implementing new strategies, processes, and tools to improve client satisfaction as well as make the team more efficient
Collaborating with several internal teams to develop and sustain processes, including working with the SRO development team to prioritize support issues
Who You Are
An exceptional problem solver with 3+ years of experience working with enterprise clients in a SaaS settings, 2+ years in a supervisory or management role.
A fast-learner. You can easily pick up a new software system and are eager to learn the ins and outs of our ticketing software (SRO)
An excellent communicator who maintains a positive attitude, even in the most challenging situations
Someone with strong experience working cross-functionally with Product and Development teams to quickly resolve client issues.
A critical thinker who thrives in incredibly fast-paced environments
As a plus, you have experience specifically in a sports box office setting
Willing to travel up to 25% of the time
Competitive salary in a well-funded early stage company
$120/mo to spend on live events tickets
A laid-back, awesome workplace with an endless supply of snacks/coffee/beer, frequent team lunches, and team events
A superb benefits package that supports health/dental/vision
Citibike, Spotify/Rdio memberships
Three weeks of paid vacation per year