Customer Service Representative - Seller Operations

Overview: As a Customer Service Representative on the Seller Operations team at Vivid Seats, you will serve as a key point of contact for our sellers and customers, ensuring a seamless experience from purchase to event. This role requires effective communication skills, multitasking, attention to detail, and a strong interest in live events. You’ll be responsible for managing inquiries, resolving order-related issues, and supporting operational excellence across the team. 

How your role contributes to the success of Vivid Seats: 

• Respond to customer and seller inquiries via phone, live chats, and emails in a timely and professional manner.
• Resolve order-related concerns by identifying issues and providing appropriate solutions.
• Monitor and confirm pending orders to ensure timely fulfillment.
• Build and maintain positive relationships with sellers to support successful transactions.
• Collaborate with internal teams to improve processes and service standards.
• Additional projects as needed.  

How your role expectations will progress in the first 30, 60, and 90 days:    

30 days in: 

• Complete new hire orientation, gaining the knowledge and resources about how Vivid Seats operates and the live event industry you need to be successful.   
• Learn how ticket marketplaces operate and how you’ll contribute to providing great experiences for our customers.  
• Gain industry knowledge, experience, and critical thinking to proactively identify potential order issues and find solutions to problems.   

60 days in: 

• Investigate instances in which customer experience has been affected, determine where fault lies, and resolve issues fairly and constructively.  
• Handle day-to-day interactions with sellers beyond the scope of traditional customer service responsibilities.   
• Navigate order queue and determine what requires attention to provide real-time assistance.   

90 days in: 

• Play an active role in continued learnings to advance skill sets necessary for individual and team goals.  
• Manage in-bound seller calls regarding a wide range of questions and monitor open and pending orders to ensure timely confirmation by ticket sellers.   

 What you’ll bring: 

• Excellent verbal and written communication skills.
• Strong attention to detail, organization, and time management abilities.
• Proven problem-solving and decision-making skills.
• A proactive and solution-oriented mindset.
• Interest in the live entertainment industry and a desire to learn.
• Ability to work in a fast-paced environment. 
• A proactive mindset toward embracing, experimenting, and integrating AI tools to drive efficiency, elevate your work, and contribute to a culture of innovation. 

Office Location: Coppell, TX 

We have multiple openings on this team with the following schedules: 

• 3:30PM -12:00AM (Mon/Tues off with Wed/Thurs/Fri in office)  

• OR 3:30PM - 12:00AM (Wed/Thurs off with Mon/Tue/Fri in office) 

• Hybrid model, not fully remote 

Vivid Seats Pay Transparency Disclaimer: Full time offers from Vivid Seats include annual bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly 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 range. Factors which may affect starting salary include geographic market, relevant skills/experience, education, and other qualifications. 

Salary: $37,000 base salary with overtime eligibility