Team Lead, Client Fulfillment

Supply Chain Chicago, Illinois


Description

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 Chicago’s top 10 places to work in 2021, 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.

The Opportunity:  
As a Vivid Seats Fulfillment Services Team Lead, you will supervise and coach a fast-paced team to provide an exceptional experience for some of our largest clients. You’ll lead your team to success by producing and implementing new ideas to increase productivity and improve the operational experience for our sellers. As a Team Lead, you will model the way, ensuring that all clients receive timely resolutions, accurate information, and courteous service. You will have the opportunity to build client relationships, work closely with all levels of the organization. This is a unique opportunity to have a positive impact in a high growth business.  

How your role contributes to the success of Vivid Seats:  

  • Create a positive, fun, and motivating team environment to enhance employee performance and ensure the team remains passionate about delivering positive, professional, and accurate information to clients. 
  • Set clear performance goals and monitor individual progress to understand employee developmental needs and provide coaching. 
  • Work closely with clients, ensuring their operational needs are met and assuring high level issues are handled with best-in-class service. 
  • Address questions related to fulfilment team policy and procedure. 
  • Work on escalated and complex issues of all topics from payment and fees to denied entry claims. 
  • Provide expertise in third-party seller tools utilized.  
  • Monitor staffing levels, associate attendance and ensure adherence to all company procedures and policies. 
  • Maintain a culture that strives for excellence by assisting in recruiting, developing, and retaining team members. 
  • Ensure that all associates are providing quality experience to all clients in a timely manner. 
  • Monitor queues to ensure timely fulfillment of all sales and maintain accuracy of tickets    
  • Train new and existing employees on the VSFS team. 
  • Facilitate special projects as needed. 
  • Collaborates and troubleshoots with management to proactively identify changes within the industry, actionable trends in team performance, and opportunities to streamline processes. 
How your role expectations will progress as a Fulfillment Team Lead 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 industry knowledge and experience to learn how to manage client fulfillment needs and escalations.
  • Understand operational team tools and resources for client fulfillment.  
90 days in  
  • Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies.  
  • Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives.  
  • Proactively recognize fulfillment issues and handle escalations. 
  • Display ability to recognize and address associate errors and provide constructive feedback. 
180 days in   
  • Apply methods to execute individual tasks that positively impact the team.   
  • Play an active role in continued learnings to advance skill sets necessary for team goals.  
  • Independently resolve escalated issues to provide an exceptional experience for all our clients.  
  • Proactively monitor associate performance and provide solid solutions on how to meet their individual and team goals.  
  • Aid in process improvement and identify opportunities for increased efficiency and productivity within the team. 
What You’ll Bring:  
  • Previous leadership experience and ability to work with minimal supervision. 
  • Experience in a fast paced call center, hospitality or retail environments preferred. 
  • Strong analytical, problem-solving and organization skills are necessary, as well as impeccable/professional communication skills. 
  • Proven track record of successfully managing, training, and motivating their team to provide excellent customer service. 
  • Ability to communicate effectively across all levels of management.  
  • Ability to prioritize, troubleshoot and coordinate multiple tasks while meeting deadlines in a fast-paced, changing environment. 
  • Willing to work overtime, nights, and weekends as the schedule and business needs dictate.
  • Genuine interest in client services as well as sports and entertainment. 
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.

Vivid Seats provides competitive compensation; bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks.