Fresh Prints - Customer Support Associate
Requirements
• At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role • Strong spoken and written English • Experience assisting customers through phone, email, or live chat; experience working across multiple channels is preferred • A customer-first mindset and the ability to remain calm and helpful during difficult conversations • Strong problem-solving skills and the judgment to determine when an issue should be resolved independently or escalated • High attention to detail and the ability to document information accurately • Comfort learning new systems, policies, and workflows • Ability to manage multiple priorities in a fast-paced environment • A track record of reliability, punctuality, and ownership • Openness to feedback and the ability to apply coaching quickly • A collaborative, “one team” approach to working with colleagues • A reliable computer and headset with a microphone for the training period (work equipment is provided once you join the live team) • A stable high-speed internet connection suitable for voice and video calls • A dependable backup internet connection • A quiet and professional workspace • Ability to meet SeatGeek and Frontier’s information-security and workspace requirements • Training • Training • Your journey starts with an advanced assessment sessions conducted by Frontier to set you up for success from day one. You’ll get hands-on with SeatGeek’s platform, support tools, and phone, email, and chat workflows, practice with realistic customer scenarios, and learn directly from experienced coaches and teammates who want you to thrive. • advanced assessment sessions conducted by Frontier • By the end, you’ll have the product knowledge, confidence, and skills to handle live customer conversations with ease. Your $700 monthly compensation begins when you join the live support team after completing training. • To join the live team, you’ll meet the program’s standards for attendance, knowledge, quality, security, and customer simulations. Everyone who completes it graduates ready to deliver great support and make a real difference for fans.
Responsibilities
• Support SeatGeek customers through phone, email, and live chat • Help customers with questions related to ticket purchases, ticket delivery, transfers, account access, payments, refunds, and event changes • Investigate customer concerns using SeatGeek’s systems, policies, and internal resources • Communicate clearly and empathetically, particularly when customers are dealing with urgent or frustrating situations • Take ownership of customer issues and work toward accurate, timely, and practical resolutions • Document customer interactions and resolutions accurately • Identify situations that require additional support and escalate them through the appropriate channels • Meet expectations related to customer satisfaction, quality, productivity, attendance, and schedule adherence • Participate in regular coaching, quality reviews, training, and team meetings • Follow all customer-data, account-security, confidentiality, and information-security requirements • Collaborate closely with teammates and internal partners to create a consistent and reliable customer experience
Benefits
• SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude, we’re simplifying and modernizing the ticketing industry. • As a Customer Support Representative supporting SeatGeek through Frontier, you’ll help fans navigate every stage of their live-event experience. From accessing tickets before a major game to resolving an unexpected issue close to event time, you’ll provide clear, empathetic, and dependable support when customers need it most. • You’ll assist customers through phone, email, and live chat while developing a strong understanding of SeatGeek’s platform, policies, and customer experience standards. This is a great opportunity for someone who enjoys solving problems, communicating with people, and creating positive experiences in a fast-moving environment. • You’ll help fans enjoy memorable sports, concert, theater, and live entertainment experiences • You’ll solve meaningful customer problems rather than simply provide scripted responses • You’ll be part of a new team and have the opportunity to help shape how it grows • You’ll gain experience supporting a leading technology platform in the live-events industry • You’ll work with a collaborative team that values ownership, transparency, and continuous improvement • Monthly compensation: $700 per month, beginning when you join the live support team • Full-time, remote working arrangement • Work equipment provided
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