Subject Lead, ERT (Night Shift)

The Opportunity: 
As an ERT Subject Lead, you will work closely with front line agents and team management, assisting with team oversight and ensuring all necessary daily tasks are completed efficiently and effectively. You bring value by maintaining positive rapport with agents through Slack, acknowledging known issues and acting on them efficiently, and being versatile in all aspects of an order to provide expertise to ensure we are creating exceptional experiences for our fans. Ideal candidates are proactive in providing accurate information and pride themselves on committing to a positive work environment under stressful situations. With empathy and professionalism, you will brainstorm projects that drive agent success while monitoring queues to provide real-time assistance. 
 
Location: Coppell, TX 

Hours: 3:00pm-12:00am with Monday and Tuesday off. In office days are Wednesday, Thursday, and Friday. Remote days are Saturday and Sunday. 

How your role contributes to the success of Vivid Seats: 

• Maintain thorough knowledge of company processes and policies to ensure proper exchanging of information. 
• Utilize empathy and professionalism in every interaction with direct and clear intentions. 
• Offer expert solutions to complicated orders with high-level problem solving. 
• Update agent resources to drive the success of company operations.
• Upkeep of administrative tasks to ensure handling of urgent situations. 

 
How your role expectations will progress as a Subject Matter Expert in the first 30, 90, and 180 days: 
 
30 days in: 

• Complete training and shadowing sessions, gaining the resources you need to be successful. 
• Exude team and company norms, business objectives, and Vivid Seats values. 
• Understand the flow and resolutions for Supervisor alerts and admin tasks.
• Provide real-time solutions to agent questions and trends. 
• Serve as an approachable resource for agents. 
• Monitor channels to ensure key team responsibilities are handled throughout the day. 
• Perform other duties as requested by management with project-based deadlines. 

90 days in: 

• Proactive on projects that support agent success. 
• Comfortable enforcing team policies and reaching out to necessary departments to correct real-time issues. 
• Identify agent trends and provide solutions to address them. 
• 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. 
• Manage day-to-day responsibilities with minimal guidance. 
• Knowledgeable in management processes, and internal company policies. 

 180 days in: 

• Play an active role in continued learnings to advance skill sets necessary for team goals. 
• Expert in fan and seller facing policies to ensure reliability in handling complicated orders. 
• Advocate for creating and suggesting fan policies to further develop exceptional experiences. 
• Actively aware of industry events and trends in each quarter to be prepared for incoming scenarios. 
• Competent on industry nuances and company processes. 
• Ingrained as a key player of the team who runs autonomously throughout day-to-day responsibilities. 
• Advances the team forward while spear-heading projects. 

 What You’ll Bring: 

• Expertise on company policies. 
• Computer proficiency, including ability to maintain 50+ WPM typing speed and to efficiently operate basic PC/web browser functionality. 
• Excellent written communication skills with an aptitude for grammar and spelling accuracy. 
• Capable of multitasking in a fast-paced environment, including documenting and communicating issues in real-time. 
• Provide feedback to agents with order questions to support their knowledge growth. 
• Proactive in seeking solutions and improvements to current policies. 
• Ability to solve problems with detailed resolutions for complicated orders. 
• Self-reliant and ability to work with minimum supervision. 
• Highly motivated with organization skills. 
• Willing to be flexible in work hours where needed. 
• Genuine interest in management duties and responsibilities. 
• Flexibility to take on other tasks as directed by leadership.