Customer Support & Marketing Associate – SeatPlan

Are your communication skills worthy of a standing ovation? Tired of being an understudy elsewhere and ready step in to the spotlight? Better at crafting theatre puns than us? Then prepare to read for the role…

SeatPlan is a unique theatre ticketing website covering the West End, regional UK and Broadway. We are changing the way that theatregoers buy tickets by providing better information on the shows they love and the venues that make it all happen. With our own proprietary seating plans, customers can see the view from every seat before they book so there are less surprises when the curtain goes up!

We are currently looking for a bright, proactive and resourceful customer support and marketing associate to join our small team on a full-time basis. This is a fantastic opportunity for an ambitious candidate to join our fast-growing web company and grow or start their career in a business where everyone has a voice. This is a junior role that is ideal for someone who has been working in either theatre or leisure customer service, whose also looking to grow their career across marketing and content more broadly.

We work remotely as a team but meet once a month face-to-face so someone within reach of London or willingness to travel is ideal. We also encourage staff to make use of trade theatre tickets and create reviews for the SeatPlan site, so a keenness to enjoy all the company benefits and hit the West End from time to time is a bonus you won’t want to miss. A passion for theatre is key!

Responsibilities include

Customer Support – 50%

• friendly and helpful support to SeatPlan customers and users via email and social media
• Checking and approving seat photos and reviews submitted by users
• Analysing customer feedback and questionnaires
• Proposing new creative ideas for fostering trust and positive feedback across our community
• Maintaining and growing our third party review scores and profiles across TrustPilot and Google Business
• Supporting our customers in learning more about our rewards programme
• Keeping our FAQ and Help & Support sections of the website up-to-date

Marketing Support – 50%

• Writing marketing and website copy + learning to use our CMS system
• Optimising and organising a library of show images, and adding new shows to the system
• Communicate with venues and suppliers to expand and update our library of venue images and information
• Assisting with promotional activities and outreach
• Support in monitoring social media accounts, creating content and responding to messages when needed
• Pitching in with ideas to support SeatPlan’s growth goals

Requirements

Essential skills

• 2+ years experience in a Customer Support or Customer Communications role, ideally in theatre or leisure/tourism
• A proven interest in theatre, with good knowledge of plays and musicals in the West End.
• Fantastic written and oral communications
• A genuine passion for communicating with people and helping to solve problems
• Excellent organisation skills, with the ability to prioritise projects and meet deadlines
• A very keen eye for detail
• A strong work ethic and a can-do attitude
• A desire to grow your career within the theatre industry

 Desirable skills

• Experience using Customer Service platforms such as Freshdesk
• Experience of CMS systems
• Writing for the web

Benefits

Salary & terms

• Full-time, 5 days per week
• Fully remote role with 1 meet up per month in London + equipment provided
• £22-26k depending on experience
• Up to 10% performance-related bonus
• 3% pension
• Opportunity to attend and represent the company at West End trade nights

How to apply

Apply below and please include:

• Your CV
• A cover letter detailing why you’d like to work for SeatPlan.com and how your skills fit the role specification (maximum one page)

The deadline for applications is 10th September 2024