CX Team Lead

Portland
Main Location
New York City, NY, United States
Jobs
powertofly approved What SeatGeek Has to Offer:

SeatGeek was built in 2009 as the only mobile ticketing marketplace created with fan experience top of mind. SeatGeek is transforming the way fans buy and sell their tickets to their favorite live events. They also offer benefits like:

  • $120/month to spend on tickets to live events
  • Health/dental/vision benefits
  • Annual subscriptions to Citibike, Spotify, & Meditation Services
  • SeatGeek’s customer base—and our Customer Experience (CX) team—are rapidly growing. As the voice of SeatGeek to our customers, our CX team is dedicated to providing ridiculously good experiences.

    Amidst our growth, and as we onboard a significant number of new Event Experts, we’re looking to bulk up our group of Team Leads. You’ll join a veteran, proud and effective CX leadership group and have a chance to let your people management and general leadership skills shine, while helping to shape the direction of one of the largest and fastest-growing teams in the company.

    What you'll do

    Your two core focuses will be in people management and CX shift management. You’ll also have the opportunity to take on additional projects and areas of focus over time (or continue with existing additional projects and areas of focus as the case may be). And you’ll have the opportunity to join a number of strategic discussions with fellow CX leadership and generally receive a good amount of training and mentorship when it comes to people management, CX scaling, general leadership, business strategy and more. 

    Specific responsibilities will include:

    • Managing CX Event Experts
      • Providing general leadership, mentorship, advocacy
      • Performance management, including positive and critical feedback
      • Executing regularly occurring 1 on 1 meetings, in addition to more occasional reviews (annual, 360, etc.)
    • Taking lead managing (and co-managing) CX shifts
      • Generally managing the shift 
      • In-office or logged in on-time, every time
      • Answering questions from the group
      • Handling customer escalations
      • Handling queue / resource / schedule management
      • Point-person for in-shift, CX-related questions from other SG teams
    • Participating in CX leadership discussions and initiatives; for example, weighing in on:
      • Critical team goals and incentives
      • Daily CX workflows (both internal CX and collaborating with other SG teams and our CX BPO partners)
      • Team policies and procedures
      • Most effective communication and people management practices on the team
      • And more!
    • Be an effective cross-department collaborator and communicator
    • Take on important projects for the team, in conjunction with your direct manager and other members of CX leadership 
    • Embody the fan-first, enthusiastic, proud, resilient spirit of the CX team; lead by example!
    • Help to maintain and improve upon an already-spectacular culture and sense of camaraderie on the team
    What you have
    • 1+ years experience in a supervisory-type role is required, and supervisory experience on a CX / support team is a strong plus
    • You have superior communication skills and are highly collaborative
    • Demonstrate poise and maturity; keep a calm, positive disposition even in stressful moments 
    • You are passionate about training, teaching, learning and development
    • You’re passionate about data and driving better individual and team performance through effective management of key performance metrics
    • You have a strong work ethic, keep a level head, and don’t get flustered easily
    • Able to adapt extremely quickly and help guide the team through changes: organizational strategic shifts, new product releases, new clients, new procedures, etc.
    • Previous experience handling customer escalations a strong plus
    • Previous experience working on inter-team initiatives a strong plus
    • Must be able to work 12pm-8pm PT and be available Saturday/Sunday with the understanding that we will be expanding our support hours later this year, at which point your work hours would change to 2pm-10pm PT 
      • A lot of schedule flexibility will be required across all CX days and hours of operation, as we’ll occasionally ask you to cover a different shift based on coverage needs, or general coverage needs may change over time. 
    Perks
    • Equity stake in a well-funded growth stage company
    • A hybrid in-office approach, allowing you to work remotely a couple of days a week
    • A WFH stipend to support your home office setup
    • The ability to work from anywhere up to four weeks per year with SeatGeek on Tour
    • Benefits package that supports health/dental/vision. We also provide annual subscriptions to Headspace, Ginger.io, and One Medical 
    • A focus on transparency. We have regular company meetings and Q&A panels where employees can chat openly with teams across SeatGeek, our co-founders, and external guests from the industry
    • $120 a month to spend on tickets to live events
    • Annual subscription to Spotify, Apple Music, or Amazon music

     

    SeatGeek is committed to providing equal employment opportunities to all employees and applicants for employment regardless of race, color, religion, creed, age, national origin or ancestry, ethnicity, sex, sexual orientation, gender identity or expression, disability, military or veteran status, or any other category protected by federal, state, or local law. As an equal opportunities employer, we recognize that diversity is a positive attribute and we welcome the differences and benefits that a diverse culture brings. Come join us!

    Mission
    We're a community of women leveraging our connections into top companies to help underrepresented women get the roles they've always deserved. Simultaneously, we work to build truly inclusive hiring processes and environments where women can thrive and not just survive.
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    CX Team Lead
    SeatGeek