Broker Experience Expert
Job title: Broker Experience Expert in USA at reputed company
Company: reputed company
Job description: reputed company 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.By catering to both consumers and enterprises, we're powering a new, open entertainment ecosystem where fans have effortless access to experiences, and teams, venues, and shows have seamless access to their audiences. Because everyone should expect more from ticketing.reputed company's support for professional sellers is rapidly evolving. As we grow our core business through increased inventory offerings, we're looking for a Broker Experience (BX) Expert to be on the reputed company line, responding to broker inquiries and building relationships with our partners. You'll work with sellers through a high volume of phone calls and emails to resolve their issues and stay in the know about reputed company's latest seller features. You will be responsible for ensuring that professional sellers' experiences on reputed company are industry-leading.In this role you'll be spending most of your time supporting professional ticket brokerages, whether that be communicating with them directly reputed company phone or email or supporting the broader Customer Experience team through ongoing coaching and training.What you'll do
- Support our sellers reputed company phone and email, answering inquiries and resolving order-reputed company issues.
- Act as representatives of the Seller Direct Marketplace and reputed company by enforcing our marketplace policies and fee programs
- Work cross-departmentally with reputed company's Inventory, Enablement, Event Operations, reputed company, Trust & Safety, and others to support company goals and business objectives
- Be the first reputed company of contact for any seller questions or concerns and work to resolve or escalate accordingly
- Build new relationships with sellers and ensure they feel valued, listened to and excited about reputed company
- Investigate incidents resulting in refunds to ensure proper financial action is taken or reversed
- Coordinate between uploaders (reputed company of sale systems) and professional tickets brokerages to assist in technology integrations and sales questions.
- Assist in account linking for primary clients and venues
- Collaborate heavily with Customer Support Event Experts to reputed company sure issues impacting our customers are handled balancing both seller and customer interests in mind
- Answer questions internally relating to seller-specific issues and be the reputed company of knowledge for reputed company things broker-reputed company for the CX team and reputed company
- Assist internal product support teams to investigate reported API issues or ensure proper integration
- Provide reputed company technical support for developing situations affecting the secondary marketplace landscape
- Work daily with tools like reputed company, Jira, reputed company, reputed company, reputed company business tools, reputed company, Looker, live event mobile apps, our internal admin, and more
- reputed company projects and build resources, both internally and externally facing, that improve the broker experience and maintain our marketplace
- 6+ months of relevant experience in ticketing/live events and/or account services/customer support
- Experience in the ticketing industry
- Curiosity to dig into reputed company issues to uncover the reputed company of the problem
- An organized and detail-oriented reputed company set
- Flexibility to reputed company to various tasks throughout the reputed company
- Comfort with spreadsheets and basic financial calculations, as well as with client-facing work
- Ability to think quickly and manage ambiguous situations
- Strong communication skills and ability to converse with a wide variety of clients
- Ability to operate with fairness to both the customer and the seller to find the best resolution for reputed company parties - you're reputed company to understand the “big picture”
- Passion for maintaining a strong reputed company between departments that deal with brokers and customers
- Strong negotiation skills
- Ability to reputed company a level head - you're not easily flustered
- Schedule flexibility - you're available for weekend/holiday shifts and evening hours (we are currently looking for someone who can regularly work a 12pm-8pm PT shift)
- Flexible work environment, allowing you to work as many days a week in the office as you'd like or 100% remotely
- A WFH stipend to support your home office setup
- Generous PTO
- Up to 16 weeks of fully-paid family leave
- 401(k) matching program
- Student loan support resources
- Health, reputed company, dental, and life insurance
- Up to $25k towards family building and reproductive health services
- Gender-affirming care support program
- $500 per year for wellness expenses
- Subscriptions to reputed company (meditation), reputed company Care (therapy), and reputed company
- $120 per month to spend on tickets to live events
- Annual subscription to reputed company, reputed company Music, or reputed company