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 our small team has managed to successfully integrate with over 80 arenas & stadiums across North America & Europe, 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.
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.
LaneOne Ambassador 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.
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
- Cover off-site event support, including during nights and weekends
- 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:
- Respectful and fun work environment, sprinkled with great music
- A high degree of autonomy and flexibility
- Comprehensive health benefits (medical, dental, vision)
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 an 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