Customer Support Specialist

ABOUT VICTORY LIVE

Victory Live is a private equity-backed technology company aimed at maximizing distribution and yield for live event ticket inventory. We provide an end-to-end software platform for the live ticketing industry, managing thousands of sports, theater, and live music event tickets on behalf of artists, promoters, teams, venues, and professional resellers. Victory Live's comprehensive offerings include an established B2B marketplace along with both a full-service and an automated SaaS platform to handle all elements of the ticket sales lifecycle, from ingestion to sales fulfillment.

THE POSITION

Victory Live is seeking a Customer Support Specialist to provide high-quality support to our customers and partners. This role responds to inquiries via phone, email, and chat, troubleshoots and resolves service issues, and coordinates with internal teams when additional support is needed. The ideal candidate is service-oriented, organized, and able to manage multiple priorities in a fast-paced environment.

RESPONSIBILITIES

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner
• Provide information and support related to Victory Live products and services
• Research and resolve routine and moderately complex customer questions, concerns, and service issues
• Identify customer needs and provide appropriate solutions or requested information
• Maintain accurate records of customer interactions, inquiries, complaints, and resolutions
• Escalate complex or technical issues to the appropriate team when additional support is required
• Coordinate with other departments to ensure customer inquiries are addressed and resolved
• Follow up on open customer requests through resolution
• Build and maintain positive customer relationships through clear, professional, and responsive communication
• Develop and maintain knowledge of Victory Live products, services, systems, and customer support procedures
• Meet or exceed department standards for responsiveness and quality of service

REQUIREMENTS

What we're looking for

• Excellent verbal and written communication skills, including strong active listening skills
• Customer-focused and service-oriented approach to resolving questions and concerns
• Strong problem-solving, research, and analytical skills
• Strong organizational skills and attention to detail
• Ability to manage multiple customer inquiries and priorities in a fast-paced environment
• Proficient computer skills with the ability to quickly learn and effectively utilize new software and systems
• Comfortable working with customer relationship management systems, databases, and other customer support tools
• Ability to learn and develop expertise in assigned products and services
• Ability to identify when an issue requires escalation and coordinate with the appropriate team
• Professional demeanor and ability to perform well in high-pressure situations
• Ability to work independently while collaborating effectively within a team environment

PREFERRED QUALIFICATIONS

• Previous experience in customer service, customer support, client services, or a related role
• Experience working with customer relationship management or ticketing systems
• Experience in the live events, ticketing, technology, SaaS, or e-commerce industries

Victory Live is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, Veteran status, or any other characteristic protected by state, local, or federal law.