Who We Are:

Vivid Seats is the fastest-growing online marketplace for sports, theater, and concert tickets. We are dedicated to providing our customers with the best ticket buying experience in the industry. Our marketplace site processes millions of transactions per year and enable fans to attend their favorite concerts, sports and theatre events. We are one of the fastest growing technology businesses in Chicago and we are looking for leadership to help us continue to scale.

Job Description:

Vivid Seats is seeking an Assistant Customer Service Manager who is driven to succeed by building a strong, well trained diverse team. They will do this by providing ongoing training and coaching while being supportive and encouraging when it comes to their teams’ development and exceeding their goals.

Share new ideas when it comes to increasing productivity and improving the customer experience within their assigned team. Lead the activities of their Customer Service Team to ensure that customers receive timely responses and a high level of accurate, courteous service.

In this position you will be required to build relationships within cross-functional teams and working with all levels of the organization. This is a unique opportunity to play a pivotal role in a high growth business.

Responsibilities:

Creating a positive, fun, and motivating environment to enhance employee performance and ensure their staff remains passionate about delivering genuine, professional, and accurate information to customers.
Maintain a culture that strives for excellence by assisting in recruiting, developing, and retaining supervisors and agents.
Monitor individual progress to provide coaching opportunities and to understand employee developmental needs.
Monitor staffing levels, agent attendance and ensure adherence to all company procedures and policies.
Review and report on agent KPIs on a frequent basis in order to provide appropriate recognition or guidance for improvements.
Provide managerial support for opening and/or closing duties
Document call center quality concerns and trends for procedural changes and recommendations

Who we are looking for:

Minimum of 4 years of management work experience in a call center environment.
Proven track record of successfully managing, training, and motivating their team to provide excellent customer service.
Ability to communicate effectively across all levels.
Strong analytical, problem-solving and organization skills are necessary, as well as impeccable/professional communication skills.
Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment.
Self-reliance and ability to work with minimal supervision.
Willing to work overtime, nights, and weekends as the schedule and business needs dictate.
Genuine interest in customer service as well as sports and entertainment.
Bachelor's degree required

What We Offer:

Vivid Seats offers competitive compensation levels, substantial individual and team-based bonus opportunities, and a variety of workplace perks. Specifically, staff has access to discounted event tickets, frequent in-office catered meals, monthly happy hours, team outings, subsidized healthy meal and snack programs, and summer sports leagues. Standard benefits are also offered including medical/dental/vision/life insurance, paid maternity and paternity leave, 401(k) plan with employer match, flexible hours and paid time off, and transit plan discounts.

TO APPLY: Please visit www.vividseats.com/careers