Behind the Screens: How XP’s Support Team Keeps Fans Protected
Why Real Support Still Matters in the World of Ticket Resale
When you buy or sell a ticket on XP, you are not just trusting the tech. You are trusting the people behind it. We sat down with Chris Guzek, Director of Operations at XP, to learn how the support team keeps fans protected, what sets XP apart from competitors like Ticketmaster, and how the platform is evolving to meet fans’ needs.
Q&A with Chris Guzak, Director of Operations at XP
Q: What are some of the most common concerns fans bring to XP support?
Guzek: The number one question we get from customers is, I placed an order, where are my tickets?
We connect sellers to buyers, but we don’t always hold the tickets ourselves. Sometimes we can deliver them immediately, but usually the seller transfers them after the order.
We give the seller time. They might say they will transfer by five days before the show or 48 hours before. That is often what buyers are asking about.
We let them know we are in contact with the seller, we have done thousands of orders, and it is covered by the XP Quality XPerience Guarantee. They are going to get their ticket. If they want us to follow up, we will. Our goal is to put fans at ease.
Q: How does XP verify tickets and protect fans from scams?
Guzek: At the end of the day, we financially back the tickets ourselves.
We work with a trusted network of sellers who use software to list their tickets. To use these tools, sellers go through a vetting process to make sure they can fulfill orders.
If you place a $200 order, that is backed by XP. In the very rare event something goes wrong, we will find a replacement ticket or issue a refund and promo credit. It comes down to two things: a strong seller network and XP’s financial guarantee.
Q: What happens when a fan reports an issue or suspicious activity?
Guzek: Customers can reach us through the chat, which connects to a real person, or by email or phone.
Let’s say a customer got the wrong event ticket. Maybe two artists played the same venue in different rooms and something got crisscrossed.
We reach out to our seller networks, find out what happened, and correct it, even if it was our own data error.
Suspicious listings are rare, but if something looks off, like a fake-looking ticket or strange pricing, we take it seriously and fix it.
Q: What makes XP’s support different from other resale platforms?
Guzek: It is our personal touch. There are fewer than 10 of us running customer care. We are all real XP employees. Being the new kid on the block gives us an advantage. We are striving to prove ourselves with excellent service.
You are talking to someone who is directly connected to the company and can actually solve the problem.
Most issues, 95 percent, are resolved immediately in the first chat. The rest get handled quickly after.
Q: Do you have a favorite support story where you helped a fan directly?
Guzek: A customer bought tickets for the former host of The Daily Show. The comedian had a 6 p.m. and a 9 p.m. show. They meant to buy the 6 p.m., but got a 9 p.m. ticket. Our team caught it before they reached out.
We explained the issue, swapped the tickets at no extra cost, and stayed with them through the whole process, even helping return the incorrect ticket.
They said they were impressed it was handled all at once and that we took responsibility. That meant a lot.”
Q: How has XP’s support evolved as the platform has grown?
Guzek: We have grown from two or three people to almost 10. We have gotten smarter at spotting issues early and solving them faster.
We also expanded our hours. We started with 8 to 5 or 8 to 6 Central. Now we are available later to cover East and West Coast shows, all the way to midnight. That availability has made a big difference.
Q: If you could tell every first-time XP buyer or seller one thing, what would it be?
Guzek: Think like a fan. If you are a buyer and you see a ticket that is $10 cheaper but looks good, buy it. Do not overthink it.
Sellers who price low are thinking like fans too. They are hoping someone picks their ticket because it is the best deal.
You might see a wide range of prices, but XP has some of the best deals out there. Our job is to help fans find them.
Q: Anything else you want to share?
Guzek: These questions focused on buying, but XP Sell is launching soon. We will be supporting sellers looking to get a fair price from XP and buyers trusting that tickets are real.
The same values apply, trust, financial backing, and customer support. We are confident in what we are building. You will see those same fan-first themes as XP Sell rolls out.
XP Support: Built for the Fan
XP is not just another resale platform. It is a team of real people who care about getting fans to their shows safely and stress-free. Whether you are buying now or soon selling through XP Sell, the support team has your back every step of the way.
Visit xp.tickets or xpsell.com to learn more.
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