Customer Support Associate

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Assist SeatGeek customers via phone, email, and live chat.

• Aid customers with ticket purchases, delivery, transfers, account access, payments, refunds, and event modifications.

• Investigate customer issues utilizing SeatGeek’s systems, policies, and internal resources.

• Communicate effectively and empathetically during urgent or challenging situations.

• Take responsibility for customer issues, providing accurate, timely, and practical solutions.

• Record customer interactions and resolutions with precision.

• Elevate issues that require further assistance through the appropriate channels.

• Achieve customer satisfaction, quality, productivity, attendance, and schedule adherence goals.

• Engage in coaching, quality assessments, training, and team meetings.

• Adhere to customer-data, account-security, confidentiality, and information-security protocols.

• Relay recurring customer issues and process deficiencies to the Team Lead.

• Collaborate with colleagues and internal partners to ensure a consistent customer experience.

• Complete Frontier’s comprehensive assessment and training, which includes realistic customer scenarios and support processes.

⛳️ Requirements

• Minimum of two years of experience in customer support, customer service, contact-center operations, or another customer-facing role.

• Proficient in spoken and written English.

• Experience assisting customers via phone, email, or live chat; familiarity with multiple channels is preferred.

• Customer-first attitude and the ability to remain calm and helpful during challenging conversations.

• Strong problem-solving abilities and the discernment to decide when to resolve an issue independently or escalate it.

• High level of attention to detail and the capability to document information accurately.

• Willingness to learn new systems, policies, and workflows.

• Ability to juggle multiple priorities in a dynamic environment.

• Proven track record of reliability, punctuality, and accountability.

• Receptiveness to feedback and quick application of coaching insights.

• A collaborative, “one team” mindset in working with peers.

• Access to a reliable computer and headset with a microphone during the training period.

• A stable high-speed internet connection suitable for voice and video communications.

• A dependable backup internet connection.

• A quiet and professional workspace.

• Ability to comply with SeatGeek and Frontier’s information-security and workspace standards.

🏝️ Benefits

• Full-time, remote work arrangement.

• Work equipment provided upon joining the live team.

• Regular coaching, quality evaluations, training, and team meetings.

• Advanced assessment sessions and practical training with SeatGeek’s platform and support tools.

• Opportunity to contribute to shaping a new team.

• Experience supporting a leading technology platform in the live-events sector.

• Collaborative team environment emphasizing ownership, transparency, and continuous improvement.