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Fan Happiness Associate I

United States
About Us:
Live experiences help people cross today’s digital divide and focus on what truly connects us – the here, the now, this once-in-a-lifetime moment that’s bringing us together. To fulfill Gametime’s mission of uniting the world through shared experiences, we make it easy for people to discover and access the live experiences that matter most.
 
With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life.

The Role:

The Fan Happiness Associate I is the voice of Gametime. Helping fans navigate ticketing issues, resolve order concerns, and enjoy a seamless purchase experience. This is a fast-paced, high-volume support role that requires empathy, composure, and quick thinking when assisting fans, especially during live events or time-sensitive situations.

You’ll engage with fans across multiple channels (voice, chat, SMS, and email), striking a balance between efficiency and care in every interaction. The ideal candidate excels in a dynamic environment, remains calm under pressure, and derives satisfaction from transforming challenging moments into positive experiences for our fans

 

Initial Schedule: Wednesday – Sunday, 11:30 a.m. – 8:00 p.m. PT

Schedule Requirement:

Our Fan Operations team plays a key role in supporting fans year-round. We’re open 365 days a year to make sure our customers have the best experience possible. Our phone lines operate from 5:00 a.m. to 8:00 p.m. PT.

We use a shift-bid process twice a year, which gives team members the opportunity to express their preferred schedules. Shifts are assigned based on a combination of performance metrics, attendance, and length of service (tenure). While schedules may occasionally change to meet business needs, we always provide at least two weeks’ notice before any new schedules take effect.

 

Above & Beyond: The Impact You'll Make:

  • Fan Loyalty: Drive fan loyalty through empathetic and effective support, as measured by Net Promoter Score (NPS).
  • Customer Satisfaction: Maintain or exceed CSAT goals for all interactions.
  • Efficiency: Manage time effectively while handling multiple conversations during peak periods.
  • Resilience: Handle a high volume of inquiries, including occasional escalated or emotionally charged situations, with professionalism and composure.
  • Reliability: Maintain consistent attendance and responsiveness during scheduled shifts.
  • Collaboration: Contribute to a supportive team environment by sharing knowledge and engaging in solution-oriented communication.
  • Other Duties: Perform additional responsibilities as assigned.

Always Be Curious: Skills You've Learned Along The Way:

Technical Skills:

  • Customer Interaction: Ability to deliver high-quality support across multiple channels (Voice, Chat, SMS, Email).
  • Multi-tasking: Proficiency in using multiple tools simultaneously while actively engaging with fans.

Interpersonal Skills:

  • Adaptable Communication: Effectively adjusts communication style to meet fan needs.
  • Problem-Solving Mindset: Proactively identifies recurring issues and suggests process improvements to enhance efficiency.

Decision-Making and Critical Thinking:

  • Uses judgment and available resources to make confident, timely decisions, especially under pressure or tight deadlines.

 

Minimum Qualifications:

  • Education: Bachelor’s degree or equivalent experience required.
  • Experience: Minimum of 2 years in a contact center, providing direct support via phone, email, and chat.
  • Other Requirements:
    • Reliable high-speed internet (minimum 50 Mbps download, 10 Mbps upload).
    • A quiet, distraction-free home office with ergonomic furniture.
    • Availability to work flexible hours, including weekends and holidays.

Preferred Qualifications:

  • Prior experience with CRM systems, especially Kustomer.
  • Familiarity with learning management systems such as Absorb.

 

What Makes You a Gamechanger:

  • CSAT: Achieve a minimum score of 80%.
  • Quality Score: Maintain a minimum score of 80%.
  • SLA: Achieve an 80% SLA (Service Level Agreement).
  • Tests: Meet a minimum score of 80% on assessments.

Keys to Success:

  • Regular participation in team meetings.
  • Utilizing resources available in the Learning Management System.
  • Active collaboration and knowledge-sharing with peers.

What we can offer:

  • Accrued PTO
  • Competitive hourly rate & equity package
  • Monthly Gametime credits for any event ($1,200/yr)
  • Medical, dental, & vision insurance
  • Life insurance and disability benefits
  • 401k, HSA, pre-tax savings programs
  • Wellness programs
  • Tenure recognition

At Gametime pay ranges are subject to change and assigned to a job based on specific market median of similar jobs according to 3rd party salary benchmark surveys. Individual pay within that range can vary for several reasons including skills/capabilities, experience, and available budget.

United States - Pay Range

$18 - $18 USD

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, color, religion, veteran status, sex, parental status, gender identity or expression, transgender status, sexual orientation, national origin, age, disability or genetic information. We respect the laws enforced by the EEOC and are dedicated to going above and beyond in fostering diversity across our company.

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