Expedited Resolutions Associate

The Opportunity: As an Expedited Resolutions Associate you will serve as a front-line representative of the Vivid Seats brand managing inbound customer interactions across multiple channels. This role is primarily focused on delivering exceptional service experiences supporting customers across partner channels concierge-style engagements and core marketplace interactions. 

You will play a key role in ensuring a seamless customer journey - from purchase through event entry - while also supporting order monitoring and escalated resolutions. This role offers opportunities to grow into specialized areas including support for initiatives like Game Center and other fan engagement experiences. 
 
How your role contributes to the success of Vivid Seats:

• Serve as the front line of the Vivid Seats brand delivering high-quality service-first experiences across every customer interaction
• Build trust and loyalty by resolving customer inquiries with empathy accuracy and efficiency
• Support seamless event experiences by guiding customers from purchase through ticket delivery and entry
• Strengthen key partnerships (e.g. Capital One) by ensuring a consistent high-standard experience for partner customers
• Enhance customer satisfaction and retention through clear communication and effective problem-solving
• Contribute to revenue support by assisting customers through concierge and rewards-based purchase experiences
• Protect the customer experience by proactively monitoring and resolving order alerts and potential issues
• Maintain accurate documentation and follow processes to ensure operational consistency and efficiency
• Collaborate cross-functionally to resolve complex issues and improve internal workflows
• Support fan engagement initiatives including Game Center and trivia experiences to deepen customer connection with the brand 

How your role expectations will progress as a Customer Service & Fulfillment Specialist in the first 30 90 and 180 days: 
 
30 days in: 

• Complete new hire orientation gaining the resources you need to be successful.
• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers.
• Acclimate to team and company norms business objectives and Vivid Seats values.
• Gain access to and familiarize yourself with our accounts and internal systems.
• Shadow teammates and document what you have learned from observing and listening to their emails and calls. 

90 days in: 

• Perform core responsibilities comfortably on your own.
• Maintain harvest and aid internal and external relationships to achieve progress and advance objectives.
• Contribute to our approaches methods or technologies to support overall business goals and drive team efficiencies.
• Understand service level expectations KPIs and other metrics to watch for 

180 days in: 

• Apply methods to execute individual tasks that positively impacts the team.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
• Handle front line customer escalations and follow ups.
• Feel empowered to participate in extracurricular projects that will contribute to the success of the organization. 

What You’ll Bring: 

• 1-2 years of customer service experience via phone email and live chat.
• Team player mentality and drive to contribute to culture and growth.
• Sense of curiosity to ask questions and keenness to improve upon work.
• Passion for live events (sports concerts or theatre).
• Flexible schedule to work evenings weekends and holidays.
• Excellent verbal and written communication skills.
• Experience with Zendesk or similar help desk software  

Hours/Schedule:  

• Thursday-Monday 8:00AM - 4:30PM OR Friday-Tuesday 1:00PM - 9:30PM
• Hybrid Model (3 days in the Coppell TX office and 2 days remote)
• Full-Time Employee 

Vivid Seats Pay Transparency Disclaimer: Full time offers from Vivid Seats include FLEX PTO; mental health days; medical dental and vision insurance; 401K matching; quarterly credits and discounts for attending live events; and a variety of additional workplace perks. The typical starting salary within the full salary range for this position can very. Factors which may affect starting salary include geographic market relevant skills/experience education and other qualifications.

Starting Salary: $37000

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What We Do

Founded in 2001 Vivid Seats is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events artists and teams they love. Based on the belief that “Life Happens Live” the Chicago-based company provides exceptional value by providing one of the widest selections of events and tickets in North America and an industry leading Vivid Seats Rewards program where all fans earn on every purchase. Through its proprietary software and unique technology Vivid Seats drives the consumer and business ecosystem for live event ticketing and enables the power of shared experiences to unite people.

Why Work With Us

We build products that connect people and create lasting memories. If doing meaningful work inspires you you’re our kind of people. We are passionate about facilitating amazing fan experiences and just as intent on providing compelling experiences for our employees. Create and attend incredible live event experiences with us!

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