Customer Support Associate (Remote in North Carolina)

THE COMPANY

FEVO’s mission is to rehumanize online shopping — by which we mean, “make it engaging and fun rather than lonely and isolating.”

We are doing that by building innovative, highly social e-commerce tools for the biggest brands in the world, allowing their shoppers to interact with the people they care about throughout the purchase process. Our team is made up of innovators and self-starters who move fast, love what they do and consider the status quo a sworn enemy. We are currently the dominant market leader in live events and entering expansive new categories including fashion, luxury, retail, beauty, home and travel.

THE JOB

As a Customer Support Associate at FEVO, you will be at the forefront of our Client/Consumer Operations Department, working with a passionate team of associates and managers to provide an outstanding customer experience. This includes various levels of troubleshooting, offering solutions and best practices that will increase satisfaction, growth and retention while helping transform our industry.

Our ideal Customer Support Associate will exhibit a high level of EQ and confidence to provide excellent support to external customers as well as internal members of the company. This role will provide a strong level of service for customer inquiries, including platform, product, fulfillment, research and communications, while implementing process improvements and enhanced satisfaction.

We’re looking for someone to work remotely from NORTH CAROLINA, who has a true passion for customer relations and helping others. If you’re a kind and collaborative human, we would love to hear from you.

WHAT YOU'LL DO

· Daily management of customer requests including multiple clients and organizations for ticketing, refunds, seating adjustments, merging accounts, etc.

· This role will be responsible for handling customer inquiries in a timely, efficient and professional manner.

· Provide ongoing service and support to customers on a regular basis, using verbal and electronic means of communication while tracking suggestions for improvement.

· Support and advise other team members and departments across the company to ensure knowledge sharing and enhancement of services provided to the customer.

· Identify and assess customer needs including, platform, purchasing, order fulfillment and sharing inquiries in a timely manner.

· Monitor customer activity and feedback, including case management, while alerting respective teams of any urgent issues.

· Coordinate troubleshooting techniques and tools to identify issues and offer appropriate solutions.

· Attend ongoing team meetings and training sessions to address customer needs and improve processes.

· Provide rotating support on weekends and holidays as needed.

WHAT YOU'LL BRING

· A college degree from an accredited school.

· 2-3 years of experience, preferably in ticketing, live events, box office, sports background.

· Technically proficient, with a knowledge of CRM systems and practices, industry trends and other relevant applications.

· Strong communication skills (written, verbal, social and interpersonal).

· Advanced troubleshooting, multi-tasking, time-management and organizational skills.

· Ability to prioritize and strategize in a dynamic, fast-paced environment, balancing client requests, technical hurdles and daily management of competing priorities and deadlines.

· Professional, self-motivated and reliable, with the ability to remain calm under pressure.

· Perform with a high level of precision and sense of urgency.

· Solution driven and disciplined to find creative solutions to customer needs.

· Exceptional collaboration skills to work effectively with teams.

· Ability to participate in ongoing training calls and meetings.

WHAT YOU'LL GET

- Freedom to grow and personally drive innovation and results.

- The opportunity to work with and learn from talented and passionate team members.

- A team-oriented, highly collaborative environment where self-motivation and camaraderie are highly rewarded.

- Work from anywhere and be able to meet up with your team at FEVO’s gorgeous headquarters, located in the Meatpacking District in NYC.

WHAT'S IN IT FOR YOU:

• Salary range $35-40k (Non-exempt, hourly position)
• Stock option program
• Generous benefits package
• Company sponsored 401K program
• Work From Anywhere, flexible remote or hybrid work options
• Paid company holidays
• Paw-ternity benefit for adopting a pet
• Access to state-of-the-art office in NYC’s Meatpacking District

FEVO provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

To Staffing and Recruiting Agencies: Our company does not accept unsolicited CVs or applications from agencies. We are not responsible for any fees related to unsolicited CVs or applications and explicitly reserve its right to contact candidates presented in such unsolicited CV or application.