ABOUT LANEONE:

LaneOne is a premium experiences company, offering fans access to some of the best seats in the house; to the best acts in the world; at the finest venues across the globe. LaneOne partners directly with artists, promoters, and venues to get exclusive access to official tickets.

Since LaneOne's launch in January 2018, we have successfully integrated with over 90 arenas & stadiums across North America, Europe, and Australia/NZ, selling front row tickets to legendary acts at the Forum, Madison Square Garden, and Wembley Stadium.

In less than a year, LaneOne has delivered premium experiences for some of 2018's most popular tours, including the Eagles North American tour, the Fleetwood Mac North American & European tours, Harry Styles Live On Tour, Travis Scott's ASTROWORLD Tour, and Gwen Stefani's Las Vegas Residency. In 2019 so far, we've signed on Jennifer Lopez, John Mayer, Christina Aguilera, Khalid, Jonas Brothers, and more.

Every LaneOne experience begins with great seats, and comes with a mix of premium benefits—parking or Uber credit, a preferred entrance to skip the crowds, private lounge access, food & beverage options, as well as dedicated real-time personal Ambassadors via in-app chat to help make the night the best it can be for any needs our fans might have before, during, and after the show.

LANEONE AMBASSADOR - THE TEAM:

The LaneOne Ambassador team is the face and voice of the brand; we're a small group of dedicated individuals responsible for delivering a delightful, professional, and personalized customer service experience.

The LaneOne Ambassador plays a critical role in shaping how fans interact with the LaneOne product and brand. No matter the medium—chat, email, phone, SMS, self-service FAQs, or in-person—we aim to provide consistent, scalable, high-quality service to each of our fans.

With a technology-focused customer service approach, LaneOne Ambassadors cover real-time inquiries, while constantly dreaming up new ways to optimize and automate interactions using in-house software, and improve key moments in the customer journey, creating a seamless, intuitive, and memorable product experience.

CUSTOMER SUPPORT SPECIALIST - THE ROLE:

The ideal candidate for this role has the passion, ability, and track record of delivering consistently amazing customer service experiences.  We're looking for an empathetic, critical thinker who is patient, pragmatic, and personable when faced with complex scenarios.

With fan requests coming in at all hours, our Ambassador Specialists are responsible for connecting directly with fans and working closely with our remote teams to deliver a premium experience and ensure the needs of our fans are met. We're seeking to incorporate career-focused individuals who are willing and able to work on a flexible full-time schedule, including during show nights & weekends. The role requires stellar teamwork, as well as the ability to work autonomously.

An aptitude for technology and experience working directly with software and automated processes is strongly preferred.

The ideal Ambassador will strive to provide unmatched service for each and every fan and have a desire for growth and opportunity in a rapidly developing small-team work environment.

RESPONSIBILITIES:

• Be the face and voice of the LaneOne brand
• Be professional, courteous, and empathetic to fans
• Cover real-time, remote fan support via chat, SMS, email, and phone between the hours of 11pm – 7am Central Standard Time
• Cover off-site event support between the hours of 11pm – 7am Central Standard Time
• Coordinate with on-site Ambassadors during event night
• Assist in pre-show messaging and experiential planning & fulfillment
• Understand, document, analyze, and improve customer experiences
• Identify customer patterns for app improvements and automation
• Define, create, optimize, and implement internal process and policies

PERKS:

• A high degree of autonomy and flexibility
• Comprehensive health and lifestyle benefits (medical, dental, vision, FSA, commuter, dependent care, life, and disability)
• Phone bill reimbursement
• Paid time off

QUALIFICATIONS:

• Bachelor's degree or equivalent
• 2+ years of progressive work experience in customer service, customer communications, consumer product development, event operations or related roles
• Excellent written and oral communication skills, with impeccable attention to detail
• Ability to empathize with, and clearly understand, the customer's needs
• A good sense of humor to engage fans in conversation
• Data-driven, with strong analytical and quantitative skills
• Dependable and punctual with time management skills
• Relentless prioritization skills
• Comfortable supporting customers on the phone while remaining situationally aware, patient, and professional
• Strong customer-oriented problem-solving skills with the ability to think creatively to resolve difficult situations
• Flexible schedule, including coverage on nights and weekends during events
• Receptive to feedback and mentoring, with a passion for personal and professional development
• Familiarity with customer support software features and automation
• High level of comfort and familiarity with mobile apps (iPhone and/or Android)
• Comfortable in a fast-paced environment, subject to rapid change and uncertainty

LaneOne is an Equal Opportunity Employer. We value diversity and are committed to creating an inclusive environment for all employees. All LaneOne employment is decided on the basis of qualifications, merit, and business need.