Queue Coordinator

The Company:

AudienceView is an organization of people who are passionate about the business of Live Events. We create industry-leading software solutions that fuel attendee engagement, ticket sales and advertising solutions for thousands of sports, music and theatre venues in 16 countries around the world.

AudienceView employees share a vision to help entertainment organizations deliver exceptional experiences for people who love live events. We achieve this through innovative technology, popular media brands, effective distribution strategies and a dedicated team of experts that help create customer success every single day.

AudienceView is a legal employer in Chile and hires employees directly in Chile. AudienceView is compliant with the Chilean payroll, benefit and vacation laws and policies. This position is open to candidates who are currently residing in Chile with a legal work status. 

Why we'd want to work with you:

We’re seeking an organized, proactive, and client focused individual to join our Client Engagement team. As the first connection between our customers and the Client Engagement team, you’ll shape the experience for AudienceView’s clients using our Unlimited software. You’ll manage the intake and routing of support requests via email, case portal, or phone, ensuring every inquiry reaches the appropriate product expert. You’ll proactively monitor queue health, tracking backlogs, SLAs, and triage accuracy as well as tagging escalations early to uphold our service standards.

What you'll do:

• Serve as the initial touchpoint for all incoming requests via email, case, or phone, collecting additional data from clients or engaging with them directly as needed.
• Triage, route, and assign tickets in Salesforce to the right internal resources based on case topic, urgency, and resource capacity.
• Monitor queue health, flag backlogs and SLA risks, and coordinate escalations.
• Keep customer and case data up to date; periodically clean stale or duplicate records.
• Coordinate with a global team of system experts to ensure client SLAs are upheld. 
• Propose and support process improvements based on ticket data and feedback, including identifying opportunities for the appropriate and successful use of AI agents to streamline workflows.
• Demonstrate confidence in client interactions by proactively clarifying issues, addressing ambiguity, and raising risks or recurring problems with the internal team.

What you’ll need:

• 1–2 years in fast-paced customer support, helpdesk, or coordination roles with CRM/ticket systems like Salesforce or Zendesk.
• Working knowledge of AI tooling for support such as Agentforce, ADA, or similar solutions
• Strong written and verbal communication: clear, professional, empathetic.
• Confident, proactive communicator able to engage directly with clients and escalate concerns internally as needed. 
• Organized multi-tasker, accustomed to balancing priorities and adhering to SLAs.
• Technical aptitude to understand customer issues and route accurately.
• Calm under pressure with a client-first attitude.
• Demonstrated ability to collaborate across time zones in a remote first environment.
• Proficiency in Windows, Outlook, Excel, Word, and Salesforce.

It'd be nice if you have:

Passion for arts, culture, and live entertainment clients.

Why work at AudienceView: 

• We’re a global leader in live events technology. As the essential partner to get live events discovered, attended, and remembered, we help our clients sell more tickets every single day.
• We’re passionate about live entertainment. AudienceView believes in the power of live events and its purpose is to ignite that passion in people around the world.
• We have amazing clients. Our exciting roster of clients includes sports, live music, and performing arts organizations
• Our employees love us. We offer excellent benefits, competitive salaries, flexible hours, remote work opportunities, and more!
• We're a remote-first company. Our remote culture allows our employees to have the flexibility to work anywhere in the country they are residing (Canada, the USA, UK, and Chile).
• Diversity and inclusion are paramount to building our culture. The data is abundantly clear that diverse teams are more successful because they offer different perspectives, increased innovation, faster problem-solving, and higher employee engagement among other benefits.
• Flexible work schedule. AudienceView empowers permanent employees to take off alternating Fridays by condensing their two-week schedule into 9 days. Flexible, uncapped vacation and sick policy. Employees need time away from work to recharge.

How we hire: here's a brief overview of our recruitment process:

• Screening & Resume Review (30 minutes): Our Talent Acquisition team will evaluate all resumes and select candidates for a video call.
• Hiring Manager Interview (60 minutes): Meet with the hiring manager to speak in detail about your relevant experience and learn more about the role.

• Meet the Skateholders (60 minutes): Meet more of the team and the stakeholders to speak further about the role and the team's hiring expectations.

• Meet More of the Team (30 minutes): Meet more team members to learn more about the work culture and expectations

Diversity and inclusion have always been at the core of our values at AudienceView. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate, and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds. We also welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the recruitment process.

Disclaimer: 

AudienceView does not offer employment to prospects without first ensuring that qualified candidates speak directly with the hiring manager and a member of our HR team. All qualifications will be done face-to-face over Microsoft Teams. AudienceView does not send out offers of employment without meeting candidates and does not offer employment via text. If you are requested for any personal information via text and/or without having met a member of our hiring team in person, please disregard.