Customer Success Rep

Job Description

Veeps is the world's leading streaming platform for live music and entertainment, where fans can connect with their favorite artists through live and on-demand concerts, comedy shows, and more. Launched in 2018 by Joel and Benji Madden, Veeps has streamed performances to millions of viewers worldwide for thousands of artists, including Billie Eilish, Bob Dylan, Brandi Carlile, Chris Stapleton, Foo Fighters, and Kings of Leon. Veeps has been named a Fast Company World's Most Innovative Company, nominated for an Emmy, and holds the Guinness World Record for the world's largest ticketed livestream performance by a solo male artist.

Customer Success Specialist Role – Part Time

Veeps is expanding our team of Customer Success Specialists. You will be responsible for improving customer experience and ultimately driving expansion for the company and the artists who use our services. With a recent acquisition by Live Nation, this is an exciting opportunity at a fast-growing company that will be ever-evolving.
• Hours: Varying West Coast Time Zone hours, must be available weekends and late evenings

Key Responsibilities
• Provide expert-level product support to our customers and inquiring partners / clients via live chat & email;
• Main point of contact for inquiries regarding purchasing, technical troubleshooting and various frequently asked questions;
• Manage support cases to ensure issues are recorded, tracked, resolved and follow ups / solutions provided in a timely manner;
• Contribute to internal and external knowledge-based support systems & documents;
• Follow standard procedures for proper escalation of unresolved issues to collaborate with the appropriate internal teams like Product, Engineering, A&R to ensure we resolve client issues promptly and efficiently;
• Investigate claims and refund scenarios;
• Coordinate with all internal departments on event announces, on sales, postponements, cancellations and other company-wide initiatives;
• Assist with ongoing operational projects related to content management;

Qualifications
• Minimum 2 years of customer-facing role (Customer Success, Account Manager, or Client Services);
• Technologically savvy;
• Detail oriented;
• Self-sufficient; ability to manage time effectively as a remote employee;
• Strong analytical skills and consultative skillset to analyze current usage situations, customer
goals, and recommend actions that drive success for customers;
• Excellent written, verbal, presentation, and interpersonal communication skills;

Benefits/Perks:
• Flexible part time work hours (15 - 20 hours/week)
• An employee-led culture that values communication & collaboration
• An established company with a fun, fast-paced work environment where each person can make a difference!

#LI-HybridLosAngeles, CA

The expected compensation for this position is:
$17.60 USD - $22.00 USD Hourly
** Pay is based on a number of factors including market location, qualifications, skills, and experience.

Jobcode: Reference SBJ-6kqn79-18-222-184-40-42 in your application.