Customer Support Associate

Job description

# **Customer Support Associate – SeatGeek Job Description** **Location:** Remote – Philippines **Expected Start date:** October 19, 2026 **Working hours:** 8AM - 5PM EST **Working days:** 5 working days in a week with 2 days off in a row **Compensation:** $700 per month **About SeatGeek** [SeatGeek](https://seatgeek.com/?aid=10717&gid=188164766871&rid=kwd-307402976610&dt=c&ap=&adId=773801692682&loc_interest=&loc_physical=9060956&n=g&mt=e&ext=&xid=1&gad_source=1&gad_campaignid=23017417801&gbraid=0AAAAADlz6yvFE5x1PkBYt_iEIKumW4uLs&gclid=Cj0KCQjw2OnUBhC2ARIsACKyfaHwgWYscGiBPHGGzhK36FgsN9VW5OFBcUYKHb78ORcfREVHXW51-D0aAqCcEALw_wcB) 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. As a Customer Support Representative supporting SeatGeek through Frontier, you’ll help fans navigate every stage of their live-event experience. From accessing tickets before a major game to resolving an unexpected issue close to event time, you’ll provide clear, empathetic, and dependable support when customers need it most. You’ll assist customers through phone, email, and live chat while developing a strong understanding of SeatGeek’s platform, policies, and customer experience standards. This is a great opportunity for someone who enjoys solving problems, communicating with people, and creating positive experiences in a fast-moving environment. ### **What you’ll do** - Support SeatGeek customers through phone, email, and live chat - Help customers with questions related to ticket purchases, ticket delivery, transfers, account access, payments, refunds, and event changes - Investigate customer concerns using SeatGeek’s systems, policies, and internal resources - Communicate clearly and empathetically, particularly when customers are dealing with urgent or frustrating situations - Take ownership of customer issues and work toward accurate, timely, and practical resolutions - Document customer interactions and resolutions accurately - Identify situations that require additional support and escalate them through the appropriate channels - Meet expectations related to customer satisfaction, quality, productivity, attendance, and schedule adherence - Participate in regular coaching, quality reviews, training, and team meetings - Follow all customer-data, account-security, confidentiality, and information-security requirements - Share recurring customer concerns and process gaps with the Team Lead to help improve the overall fan experience - Collaborate closely with teammates and internal partners to create a consistent and reliable customer experience ### **What you have** - At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role - Strong spoken and written English - Experience assisting customers through phone, email, or live chat; experience working across multiple channels is preferred - A customer-first mindset and the ability to remain calm and helpful during difficult conversations - Strong problem-solving skills and the judgment to determine when an issue should be resolved independently or escalated - High attention to detail and the ability to document information accurately - Comfort learning new systems, policies, and workflows - Ability to manage multiple priorities in a fast-paced environment - A track record of reliability, punctuality, and ownership - Openness to feedback and the ability to apply coaching quickly - A collaborative, “one team” approach to working with colleagues ### **Remote-work requirements** - A reliable computer that meets the required technical specifications - A stable high-speed internet connection suitable for voice and video calls - A dependable backup internet connection - A quiet and professional workspace - A reliable headset with a microphone - Ability to meet SeatGeek and Frontier’s information-security and workspace requirements ### **Training** You’ll complete a full-time, two-week training program beginning October 19, 2026. The program will introduce you to SeatGeek’s platform, customer experience standards, support systems, policies, and phone, email, and chat workflows. To move into the live customer support team, you’ll need to successfully meet the program’s attendance, knowledge, quality, security, and customer-simulation standards. The expected production start date is November 2, 2026. ### **Why you’ll love this role** - You’ll help fans enjoy memorable sports, concert, theater, and live entertainment experiences - You’ll solve meaningful customer problems rather than simply provide scripted responses - You’ll be part of a new team and have the opportunity to help shape how it grows - You’ll gain experience supporting a leading technology platform in the live-events industry - You’ll work with a collaborative team that values ownership, transparency, and continuous improvement ### **Compensation and benefits** - Monthly compensation: $700 per month - Full-time, remote working arrangement