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 fan support and solving problems
- Must have excellent written and verbal communication skills to support our users and fans
- Multi-task across multiple tools or resources while being engaged with fans
- Effectively adapt communication and style to match the needs of the fan
- Proactively identify ways to avoid recurrence of fan issues by recommending changes and improvements through our Voice of the Customer processes
- Secure and reliable high-speed internet service (minimum 50 megabits download and 10 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
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