Job description
About the Role
Our Loss Mitigation team is growing! This team is responsible for reducing the financial losses for all of Automatiq’s stakeholders (the company and ticket sellers). We are seeking a detail oriented and highly organized agent to focus on orders that had cancellations and denied entries. The agent will be responsible for thoroughly investigating issues to determine the root cause and will work with the respective marketplace and seller to reconcile any associated penalties.
Responsibilities
- Accurate logging of notifications of penalties from the marketplace and performing initial processes
- Follow steps to determine if potential penalty is an accurate assessment of the issue
- Gather necessary documentation or evidence (if applicable) in order to dispute the marketplace’s claim
- Communicate with the marketplaces & present the proof in defense of the seller
- Communicate with the customer/seller proactively in case any additional information is needed and provide updates accordingly
- Keep accurate & detailed notes on the status of the corresponding claim
- Collaborate with team members and/or other departments to determine the best solution for the claim in question
- Manage the respective Intercom team inbox for inquiries to the Loss Mitigation Department
Qualifications
- Strong troubleshooting and problem-solving abilities, consistently driving issues to a successful resolution
- Able to perform detailed investigations of claims & determine outcomes using multitude of facts
- Excellent communication skills - must maintain professional and respectful demeanor throughout all interactions with marketplaces as well as customers
- Strong team player with the flexibility to handle multiple responsibilities and adapt to changing team needs
- Able to work collaboratively with a team and independently with little to no supervision
- Strong work ethic
- Thrives in a fast paced remote work environment
- High level of organizational skills and attention to detail
- Comfortable with multiple systems including: Slack, Google Mail, Docs, Drive, Sheets, Microsoft Excel, Monday.com (KPI tracking system), Intercom (customer support ticketing system), and our internal systems, Sync & Lysted
- Bonus qualifications: experience in the ticketing industry and a love for live events!
$22 - $23 an hour
This role will also be eligible for an annual discretionary bonus.
About Automatiq
Automatiq is the only end-to-end software platform in the live event ticketing market. Our industry-leading technology empowers businesses and individuals to seamlessly find, price, process, and distribute tickets, giving users a competitive edge in a dynamic marketplace. We are a product-led, high-growth software company, looking for motivated self-starters who thrive in fast-paced environments. At Automatiq, we embrace a remote-first culture with a flat hierarchy, where every team member plays a direct role in shaping the company’s success.
Fair Chance Notice for California Applicants
Automatiq considers qualified applicants with arrest or conviction records. Criminal history disclosure or background checks occur only after a conditional job offer. A criminal history may have a direct, adverse, and negative relationship with the following duties of the role:Access to sensitive financial and banking information, transaction data, privileged information, proprietary information, etc. Interactions with customers, employees, vendors, agents, and third parties.Such a history may potentially result in the withdrawal of a conditional offer of employment. If a conviction directly related to the job raises concerns, candidates will have the opportunity to explain circumstances surrounding the conviction, provide mitigating evidence, or dispute the background report.
