Who we are: Vivid Seats is the largest independent online ticket marketplace, sending tens of millions of fans to live events. We believe in the power of experiences and are fiercely dedicated to building products that inspire human connections. Named as one of Built In Chicago's top 10 places to work in 2021, we believe that our People are our greatest competitive advantage. To support our People, we have built a company culture that empowers our employees to embrace challenges, encourages unity through collaboration, and seeks to constantly evolve by leveraging data and inspiring innovation. 

The Opportunity:  

As a Fraud Team Lead you will oversee the day-to-day operations of the Verification team, working closely with a team of direct reports to provide ongoing training and direction. This role serves as a liaison between the Verification team and the Fraud Team Manager, maintaining responsibility for agent development, process improvement and escalated order issues. 

How your role contributes to the success of Vivid Seats: 

• Manage a team of direct reports (5-10 employees), teaching, developing, and performance managing as necessary 
• Resolve escalations and assist with resolution 
• Lead facilitation of all new hire training 
• Conduct bi-weekly order review analysis of team members for upper management to review 
• Conduct bi-weekly one-on-one meetings with direct reports 
• Provide regular status updates including stats and trends 
• Assist with queues during peak times 
• Assign daily roles for team members to monitor various queues 

How your role expectations will progress as a Fraud Team Lead in the first 30, 90, and 180 days: 

30 days in 

• Complete new hire orientation, gaining the resources you need to be successful.  
• Learn how ticket marketplaces operate and how you'll contribute to providing great experiences for our customers. 
• Acclimate to team and company norms, business objectives, and Vivid Seats values. 
• Learn the daily and weekly tasks and requirements for the department, ensuring they are completed. 
• Learn the administrative side of our tools. 

90 days in 

• Contribute to our approaches, methods, or technologies to support overall business goals and drive team efficiencies. 
• Maintain, harvest and aid internal and external relationships to achieve progress and advance objectives. 
• Provide bi-weekly QA and touch bases for direct reports. 
• Actively coach struggling agents. 

180 days in  

• Apply methods to execute individual tasks that positively impacts the team.  
• Play an active role in continued learnings to advance skill sets necessary for team goals. 
• Help with training agents in new tasks. 
• Collaborate to complete projects with management/other teams/externally. 

What You'll Bring: 

•  A proven career in the fraud prevention 
• Analytical mindset 
• Disciplined in resolving issues independently 
• Strong desire to grow into a leadership position in a fast-paced and dynamic work environment 
• Creativity, fearlessness and an unwavering commitment to putting the customer first, elevating your team and ownership over outcomes 

Our Commitment: 

We are an equal opportunity employer that values the critical importance of a diverse workforce and sense of belonging. Many of our roles have flexible requirements and we encourage you to apply regardless of whether you meet every qualification.  

Vivid Seats provides competitive compensation; bonus incentives; FLEX PTO; mental health days; medical, dental, and vision insurance; 401K matching; monthly credits and discounts for attending live events; remote work and snack allowances; and a variety of additional workplace perks.