Customer Success Specialist

Job Summary: Who Are We? Veeps is the leading livestream concert platform for the music industry. Founded by Joel & Benji Madden of Good Charlotte, the company has grown to support thousands of artists including Brandi Carlile, The Foo Fighters, Liam Payne, Louis Tomlinson, Patti Smith, Alicia Keys, Kings of Leon, Bishop Briggs, Matisyahu, Orville Peck, Bat for Lashes, Bad Omens, Dirty Heads, and many more. Customer Success Specialist Role Veeps is expanding our team of Customer Success Specialists. You will be responsible for improving the customer experience and ultimately driving expansion for the company and the artists on Veeps. With a recent acquisition by Live Nation, this is an exciting opportunity at a fast-growing company that will be ever-evolving. Hours: Varying Pacific Time Zone hours, must be available evenings and weekends. Key Responsibilities: Provide expert-level product support to our customers and inquiring partners/clients via live chat and email. Main point of contact for inquiries regarding purchasing, troubleshooting, and various frequently asked questions. Live chat moderation during livestream broadcasts. 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, Production, Accounting, and Show Operations, to ensure we resolve customer issues promptly and efficiently. Investigate claims and refund scenarios. Coordinate with all internal departments on event announcements, on sales, postponements, cancellations, and other company-wide initiatives. Managing show setlists for Performance Rights Organization reporting. Qualifications: 3 years of customer-facing roles (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: Medical, Dental, and Vision insurance. PTO. Flexible hours. Fully remote with bi-annual in-person team meetings. 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 Live Nation’s policy regarding vaccinations and masking will evolve based upon updated regulations and factors related to COVID-19. Currently, we strongly encourage employees to be fully vaccinated or have received a negative COVID test within 24 hours of entering an office. EQUAL EMPLOYMENT OPPORTUNITY We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and home life. As a growing business, we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It’s talent that matters to us, and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status, or caring responsibilities. Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state, or local law, rule, ordinance, or regulation. We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act and consistent with other similar and/or applicable laws in other areas. We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state, and/or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case-by-case basis. HIRING PRACTICES The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Live Nation recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Live Nation may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, internet recruiting, job fairs, college recruiting, and search firms. The expected compensation for this position in California is: $24.00 USD - $30.00 Hourly. Please note that the compensation information provided is a good faith estimate for this position only and is provided pursuant to the California Salary Transparency in Job Advertisements Law. It is estimated based on what a successful California applicant might be paid. It assumes that the successful candidate will be in California or perform the position from California. Similar positions located outside of California will not necessarily receive the same compensation. Live Nation takes into consideration a candidate’s education, training, and experience, as well as the position’s work location, expected quality and quantity of work, required travel (if any), external market and internal value, including seniority and merit systems, and internal pay alignment when determining the salary level for potential new employees. In compliance with the California Law, a potential new employee’s salary history will not be used in compensation decisions. #J-18808-Ljbffr