Customer Service Agent - GoTickets - (Offshore)

Job Description: Customer Service Agent

Location: Remote – Philippines
Employment Type: Full-Time
Compensation: TBD
Department: Customer Experience

About Go Tickets

Go Tickets is a fast-growing US-based ticketing marketplace connecting fans with live concerts, sports, and entertainment events nationwide. Our customers are passionate fans, and we need a team that matches that energy.

Position Overview

We are looking for an experienced, passionate, and empathetic Customer Service Agent to represent the Go Tickets brand. You will be the voice of our company — handling customer inquiries, resolving ticket issues, and delivering an exceptional experience on every single contact. You don't just answer questions — you solve problems, own the outcome, and make fans happy.

Key Responsibilities

• Handle inbound and outbound customer interactions via phone, email, and chat
• Resolve customer issues on the first contact — no passing the buck
• Troubleshoot order problems, ticket delivery issues, and billing disputes in real time
• De-escalate frustrated or upset customers with patience, empathy, and professionalism
• Use your knowledge of American music and sports to connect with customers on a genuine level
• Accurately document all customer interactions in the CRM system
• Collaborate with internal teams when escalation is absolutely necessary
• Consistently meet or exceed KPIs including CSAT, FCR, and AHT

Required Qualifications

• 5–7 years of proven call center experience — this is non-negotiable
• Flawless English communication skills — reading, writing, and speaking at a near-native level; accent must be clearly understood by American customers
• Demonstrated ability to resolve issues on one contact without escalation
• Strong real-time problem-solving skills — you think fast, act decisively, and follow through
• Genuine empathy — you can feel what the customer feels and respond accordingly
• Deep passion for and knowledge of American music (artists, genres, tours, venues) and/or American sports (NFL, NBA, MLB, NHL, college sports, etc.)
• Comfortable working US business hours
• Reliable internet connection and professional home office setup

Preferred Qualifications

• Experience in ticketing, entertainment, or e-commerce customer service
• Familiarity with CRM platforms such as Salesforce, Zendesk, or similar
• Knowledge of both American music and American sports
• Experience handling high-emotion or high-stakes customer interactions

Who You Are

You are not just a call center agent — you are a fan who helps fans. You know who plays at Wrigley Field. You know the difference between a general admission floor ticket and a VIP package. You get excited when a customer mentions a show you love. You take ownership of every call because you genuinely care about the outcome. You don't transfer, you don't defer, and you don't give up until the problem is solved.

Work Schedule

• Must be available during US Eastern or Central Time business hours
• Weekend availability may be required during peak event seasons

Compensation & Benefits

• $5 hourly rate
• Remote work from home
• Performance-based incentives
• Opportunity for advancement within the customer experience team