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Product Support Lead - Portland

Expired Job

Seatgeek New York City , NY 10003

Posted 4 months ago

Overview

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

Perks

  • 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

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Product Support Lead - Portland

Expired Job

Seatgeek