Copy of Customer Experience Representative

About LineLeap

LineLeap is a venture-backed company built on a simple idea: Fun, Faster. The LineLeap app is the go-to platform for going out, where users can buy line skip passes, cover, event tickets, and more directly from their phone.
Today, LineLeap is the clear leader in nightlife technology, recently peaking at #42 among all apps nationwide, surpassing Starbucks, Ticketmaster, Airbnb, and more. LineLeap already has over 2 million users, 800 venues on the platform, and is doing tens of millions in annual revenue.
That scale gives us something rare: a deeply engaged, high-frequency relationship with the most valuable consumer demographic in the country. Every brand targeting the 21–35 demographic wants to reach these users, and LineLeap is uniquely positioned to influence behavior and purchasing decisions at scale.
We are now deepening our relationship with users and unlocking new monetization through a points and incentives system that rewards engagement with the brands and businesses they already love. Our scale and new product bets create the opportunity to become a category-defining consumer platform that shapes how people spend their time and what they choose to do. 

About You

You are a self-motivated, resourceful team player with excellent communication and interpersonal skills. You are highly empathetic and love resolving issues quickly, politely, and professionally. You get energy from problem solving and creating positive customer experiences, but can also remain calm and composed when customer issues arise. You are reliable, flexible and adaptable, able to switch gears as priorities and needs shift. Others have described you as a jack of all trades, able to work cross functionally to handle whatever obstacle comes your way.

What the role is

The Operations team is growing and looking for candidates who can excel in a fast-paced environment with the goal of providing our venue partners and customers with outstanding support. In this role, you will be responsible for handling all customer inquiries as well as communicating with our partners to problem solve and troubleshoot issues in real time to ensure seamless venue operations. You will also be responsible for monitoring sales data throughout the night to optimize performance and revenue. This is a full time, salaried position at LineLeap that will require weekend and evening work, given the nature of our partners’ businesses. While the position is remote, you must be located in Alaska or Hawaii to be eligible for this role.

In this role you will:

• Support the Venue Success team on an ongoing basis to ensure our venue partners’ issues and questions are tended to quickly, thoroughly and professionally
• Be a product and knowledge expert for LineLeap technology and processes, to address partners issues and troubleshoot in real time
• Have a strong customer focus answering inquiries in a timely manner, assisting with questions and troubleshooting issues
• Quickly observe and report any issues or trends through feedback loops with LineLeap team to ensure operational, technical and personnel issues are addressed
• Analyze sales data on a nightly basis to optimize revenue during peak hours
• Change course as priorities shift with tasks such as data entry, research, bar crawl and ticketing support

The Other Requirements

• This is a remote-first position with an atypical schedule, weekend work is required
• Schedule will involve evening hours
• Required Physical Location (Remote): Hawaii

In addition to submitting this application, please let us know why this role interests you.

Compensation & Benefits

• Base salary of $50,000 - $60,000 per year, depending on experience
• Competitive stock option package, depending on experience
• 401(k) plan
• Benefits package including medical, dental, vision, short-term/long-term disability, and life insurance
• Unlimited PTO
• Remote work environment
• • Role is remote, applicant must be in Hawaii
  • For reference, we are based in New York City, our Operations team is fully remote

You Do You

• LineLeap is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.