Expedited Resolutions Associate

Expedited Resolutions Associate

Coppell, TX

Who we are: Founded in 2001, Vivid Seats (NASDAQ: SEAT) is a leading online ticket marketplace committed to becoming the ultimate partner for connecting fans to the live events, artists, and teams they love. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In's top places to work in 2025, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation.

We believe in harnessing emerging technology to power performance and unlock creativity. As part of our culture of innovation, we actively embrace the use of AI tools to enhance decision-making, improve workflows, and produce better outcomes for our customers.

The Opportunity: As an Expedited Resolutions Associate, you will serve as a front-line representative of the Vivid Seats brand, managing inbound customer interactions across multiple channels. This role is primarily focused on delivering exceptional service experiences, supporting customers across partner channels, concierge-style engagements, and core marketplace interactions.

You will play a key role in ensuring a seamless customer journey - from purchase through event entry - while also supporting order monitoring and escalated resolutions. This role offers opportunities to grow into specialized areas, including support for initiatives like Game Center and other fan engagement experiences.

How your role contributes to the success of Vivid Seats:

• Serve as the front line of the Vivid Seats brand, delivering high-quality, service-first experiences across every customer interaction
• Build trust and loyalty by resolving customer inquiries with empathy, accuracy, and efficiency
• Support seamless event experiences by guiding customers from purchase through ticket delivery and entry
• Strengthen key partnerships (e.g., Capital One) by ensuring a consistent, high-standard experience for partner customers
• Enhance customer satisfaction and retention through clear communication and effective problem-solving
• Contribute to revenue support by assisting customers through concierge and rewards-based purchase experiences
• Protect the customer experience by proactively monitoring and resolving order alerts and potential issues
• Maintain accurate documentation and follow processes to ensure operational consistency and efficiency
• Collaborate cross-functionally to resolve complex issues and improve internal workflows
• Support fan engagement initiatives, including Game Center and trivia experiences, to deepen customer connection with the brand

How your role expectations will progress as a Customer Service & Fulfillment Specialist in the first 30, 90, and 180 days:

30 days in:

• Complete new hire orientation, gaining the resources you need to be successful.
• Learn how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers.
• Acclimate to team and company norms, business objectives, and Vivid Seats values.
• Gain access to and familiarize yourself with our accounts and internal systems.
• Shadow teammates and document what you have learned from observing and listening to their emails and calls.

90 days in:

• Perform core responsibilities comfortably on your own.
• Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.
• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.
• Understand service level expectations, KPIs and other metrics to watch for

180 days in:

• Apply methods to execute individual tasks that positively impacts the team.
• Play an active role in continued learnings to advance skill sets necessary for team goals.
• Handle front line customer escalations and follow ups.
• Feel empowered to participate in extracurricular projects that will contribute to the success of the organization.

What You'll Bring:

• 1-2 years of customer service experience via phone, email and live chat.
• Team player mentality and drive to contribute to culture and growth.
• Sense of curiosity to ask questions and keenness to improve upon work.
• Passion for live events (sports, concerts or theatre).
• Flexible schedule to work evenings, weekends, and holidays.
• Excellent verbal and written communication skills.
• Experience with Zendesk or similar help desk software

Hours/Schedule:

• Thu - Mon 3:30 PM - 12:00 AM
• Hybrid Model (3 days in the Coppell, TX office and 2 days remote)
• Full-Time Employee

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

Starting Salary: $37,000

Our Commitment: We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.