December 2015
The Stranger is looking for someone fantastic to lead the Bold Type Tickets Solutions Team. Bold Type Tickets is The Stranger’s local and national event ticketing platform. We handle ticket sales for thousands of events in Seattle and around the country. And in Canada. Big events! Serious business.
This position requires a highly organized, outrageously friendly, outgoing person to provide exceptional support for our ticket-buying customers (the general public) and ticket-selling clients (event promoters and managers), and who will help the rest of the team to do the same. You’ll be supporting a complex technical software-as-a-service (SaaS) system, so a high level of comfort with technology and the ability to keep up with an always-evolving system is a must.
Responsibilities
- To manage our solutions team to ensure we’re providing the best support we can.
- To set, model, and maintain the highest standards for handling client and customer requests.
- To work with the accounting department to ensure that our clients are being paid accurately and on time.
- To manage client requests for printed tickets and box office equipment.
- To create best practices, policies, and workflows to handle customer and client requests efficiently and fantastically.
- To provide friendly, clear, and knowledgeable support directly to our clients and customers.
- To handle escalated issues from the rest of the solutions team, and to escalate issues to the development team as needed.
- To analyze and report on support trends to identify solutions and product improvements that will increase customer and client happiness.
- To create and maintain documentation and knowledge base articles.
Qualifications and Skills
- Experience - You should have strong customer service experience. Experience supporting technical products, especially SaaS, is a big plus.
- Service - We’re looking for candidates who will be patient and empathetic with our customers and clients, are committed to providing the best service in the industry, and ready to motivate others to do the same. Great communication skills and a positive, helpful, fun attitude are a must. The ultimate goal and responsibility of everyone here is to delight our clients and customers.
- Communication - You and your team will be answering phone calls and emails from customers and clients with varied degrees of knowledge, comfort, and expertise, and will walk them through technical processes, diffuse issues, and make them happy. We say ‘please’ and ‘thank you’ a lot, and it’s totally ok to use an exclamation point here and there.
- Organization - When big events are happening, we get a lot of calls and a lot of email. Sometimes we have to print 60,000 tickets of 4 types in 6 different colors. You’ll need to be able to keep on top of things, stay organized, and manage priorities, while maintaining quick, clear, and kind communication with customers, clients, and the rest of the team.
- Writing - You’ll be responsible for keeping various parts of our internal and external documentation up-to-date with clear, well-written explanations of how to use our system.
- Willingness to take responsibility - Your department is on the front-lines of our ticketing business, representing us to our customers and clients. Expectations are high.
This is a permanent position that reports to the CTO. The Stranger/Bold Type Tickets offers a competitive salary, a great work environment and excellent benefits. Please email resume and desired salary range to jobs@boldtypetickets.com.
NO PHONE CALLS or drop-ins, please.