Customer Service Representative - Seller Operations

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 . 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 m…