Fan Happiness Associate, Gametime
Plus equity. $18 USD per hour
Last-minute ticket platform
Open for applications
Last-minute ticket platform
201-500 employees
Open for applications
Plus equity. $18 USD per hour
201-500 employees
Company mission
To build technology that gets people out into the real world together.
Role
Who you are
- The ideal candidate will demonstrate exceptional communication skills and a proactive problem-solving approach, playing a crucial role in maintaining high levels of customer satisfaction and loyalty
- This role requires availability to work weekends, holidays, and varying shifts within our operating hours of 6:00 AM to 8:00 PM PST, as we are open seven days a week
- Flexibility is essential to meet the needs of our customers and team
- Customer Interaction: Ability to deliver high-quality support across multiple channels (Voice, Chat, SMS, Email)
- Multi-tasking: Proficiency in using multiple tools simultaneously while actively engaging with fans
- Adaptable Communication: Effectively adjusts communication style to meet fan needs
- Proactive Problem-Solving: Identifies ways to prevent repeat fan issues and recommends changes through Voice of the Customer processes
- Critical Thinking: Demonstrates strong critical thinking and decision-making skills under pressure
- Education: Bachelor’s degree or equivalent experience required
- Experience: Minimum of 2 years in a contact center, providing direct support via phone, email, and chat
- Other Requirements:
- Reliable high-speed internet (minimum 50 Mbps download, 10 Mbps upload)
- A quiet, distraction-free home office with ergonomic furniture
- Availability to work flexible hours, including weekends and holidays
- CSAT: Achieve a minimum score of 80%
- Quality Score: Maintain a minimum score of 80%
- SLA: Achieve an 80% SLA (Service Level Agreement)
- Tests: Meet a minimum score of 80% on assessments
Desirable
- Prior experience with CRM systems, especially Kustomer
- Familiarity with learning management systems such as Absorb
What the job involves
- With platforms on iOS, Android, mobile web and desktop supporting more than 60,000 events across the US and Canada, we are reimagining the event ticket industry in order to move at the speed of life
- The Fan Happiness Associate I is responsible for delivering direct support to Gametime’s customers, ensuring a seamless and enjoyable purchase experience
- This role prioritizes quick and efficient fan interactions through voice, chat, SMS, and email
- Fan Loyalty: Drive fan loyalty as measured by Net Promoter Score (NPS) purchase surveys
- Customer Satisfaction: Maintain or exceed Customer Satisfaction (CSAT) goals for each completed fan interaction
- Efficiency: Meet or exceed service level goals
- Reliability: Ensure on-time attendance and consistent availability via team communication tools during scheduled shifts
- Additional Duties: Perform other duties and responsibilities as assigned
- Regular participation in team meetings
- Utilizing resources available in the Learning Management System
- Active collaboration and knowledge-sharing with peers
Our take
Gamtime is a last-minute event ticketing platform that aims to stand out from the myriad of other similar apps by allowing customers to buy a ticket after the event has started. The reason for this is that ticket prices for sports often fall dramatically after the game has started, making the most of the easy-to-use, quick-buy app's features.
Though this may only cater to a small percentage of its customers, it exemplifies a certain boundary pushing from the company. This is clearly something that the market supports, given its substantial fundraising from the likes of Bolt Ventures and Maven Ventures. In addition, Gametime’s position as both a seller and buyer marketplace has placed it in a great position as a commentator on live events, collecting valuable data.
With the demand for great-value event tickets likely to continue to grow, Gametime is in a prime position to capitalize on this trend. Although the company only sells tickets for the North American continent, it is seeing huge revenue across the sports, theatre, and music concert markets - and aims to use its funds to further enhance its products and market its app to younger eventgoers.
Steph
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
38% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
May 2022
$30m
EARLY VC
Sep 2017
$8.2m
EARLY VC
Total funding: $71.5m
Company benefits
- Health Benefits: Medical, dental, and vision coverage for you and your dependents
- Equity: An ownership stake in the company you'll be helping to build
- Flexible PTO: 'Take what you need' vacation policy (we actually mean it)
- Remote First: Fully remote company
- Remote Work stipend: Monthly stipend to offset the cost of internet and any home office updates
- Paid Parental Leave: Peace of mind for parents to dedicate their time to the care of their new child
- Gametime Credit: Monthly Gametime credit to experience the product for yourself
- Team Celebrations: Company meetups and events in different cities across the US
Company values
- Above & Beyond: We don't settle. You'll find us going the extra mile for our users, our partners, and each other
- One Team, One Dream: We're in it together. We celebrate wins and learn from our failures as a team
- Always be Curious: We challenge the status quo every day and expect that you will, too
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Brad Griffith
(Founder & CEO)Currently Visiting Lecturer at Stanford Graduate School of Business. Previously worked in Growth, iOS Development and Interactive Marketing at Zappedy, and was a Quantitative Researcher at LOLapps.
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