Customer Support Associate

Customer Support Associate – SeatGeek Job Description

Location: Remote – Philippines
Working hours: 8AM - 5PM EST
Working days: 5 working days in a week with 2 days off in a row
Compensation: $700 per month

About SeatGeek

SeatGeek believes live events are powerful experiences that unite humans. With our technological savvy and fan-first attitude, we’re simplifying and modernizing the ticketing industry.

As a Customer Support Representative supporting SeatGeek through Frontier, you’ll help fans navigate every stage of their live-event experience. From accessing tickets before a major game to resolving an unexpected issue close to event time, you’ll provide clear, empathetic, and dependable support when customers need it most.

You’ll assist customers through phone, email, and live chat while developing a strong understanding of SeatGeek’s platform, policies, and customer experience standards. This is a great opportunity for someone who enjoys solving problems, communicating with people, and creating positive experiences in a fast-moving environment.

What you’ll do

• Support SeatGeek customers through phone, email, and live chat
• Help customers with questions related to ticket purchases, ticket delivery, transfers, account access, payments, refunds, and event changes
• Investigate customer concerns using SeatGeek’s systems, policies, and internal resources
• Communicate clearly and empathetically, particularly when customers are dealing with urgent or frustrating situations
• Take ownership of customer issues and work toward accurate, timely, and practical resolutions
• Document customer interactions and resolutions accurately
• Identify situations that require additional support and escalate them through the appropriate channels
• Meet expectations related to customer satisfaction, quality, productivity, attendance, and schedule adherence
• Participate in regular coaching, quality reviews, training, and team meetings
• Follow all customer-data, account-security, confidentiality, and information-security requirements
• Share recurring customer concerns and process gaps with the Team Lead to help improve the overall fan experience
• Collaborate closely with teammates and internal partners to create a consistent and reliable customer experience

What you have

• At least two years of experience in customer support, customer service, contact-center operations, or another customer-facing role
• Strong spoken and written English
• Experience assisting customers through phone, email, or live chat; experience working across multiple channels is preferred
• A customer-first mindset and the ability to remain calm and helpful during difficult conversations
• Strong problem-solving skills and the judgment to determine when an issue should be resolved independently or escalated
• High attention to detail and the ability to document information accurately
• Comfort learning new systems, policies, and workflows
• Ability to manage multiple priorities in a fast-paced environment
• A track record of reliability, punctuality, and ownership
• Openness to feedback and the ability to apply coaching quickly
• A collaborative, “one team” approach to working with colleagues

Remote-work requirements

• A reliable computer and headset with a microphone for the training period (work equipment is provided once you join the live team) 
• A stable high-speed internet connection suitable for voice and video calls
• A dependable backup internet connection
• A quiet and professional workspace
• Ability to meet SeatGeek and Frontier’s information-security and workspace requirements

Training

Your journey starts with an advanced assessment sessions conducted by Frontier to set you up for success from day one. You’ll get hands-on with SeatGeek’s platform, support tools, and phone, email, and chat workflows, practice with realistic customer scenarios, and learn directly from experienced coaches and teammates who want you to thrive.

By the end, you’ll have the product knowledge, confidence, and skills to handle live customer conversations with ease. Your $700 monthly compensation begins when you join the live support team after completing training.

To join the live team, you’ll meet the program’s standards for attendance, knowledge, quality, security, and customer simulations. Everyone who completes it graduates ready to deliver great support and make a real difference for fans.

Why you’ll love this role

• You’ll help fans enjoy memorable sports, concert, theater, and live entertainment experiences
• You’ll solve meaningful customer problems rather than simply provide scripted responses
• You’ll be part of a new team and have the opportunity to help shape how it grows
• You’ll gain experience supporting a leading technology platform in the live-events industry
• You’ll work with a collaborative team that values ownership, transparency, and continuous improvement

Compensation and benefits

• Monthly compensation: $700 per month, beginning when you join the live support team
• Full-time, remote working arrangement
• Work equipment provided