Associate Manager - Customer Experience

THE CHALLENGE
We’re looking for a dedicated, people-oriented Customer Service Manager to guide, mentor and inspire our incredible team of Client Services Representatives. The right person is a self-starter, go-getter and can connect online and offline with their team, customers and fellow WeRockers (aka Customer Experience). Your leadership challenge will be to determine when and how you motivate and inspire your team.

THE TEAM
Customer Experience is critical to the success of Eventbrite. Our global team spans SF, Nashville, London and Mendoza and  is available 24/7 to troubleshoot, problem solve, and exceed expectations through delivering a delightful experience. We’re tasked with ensuring our organizers and consumers have a consistently great experiences  with Eventbrite, and measure it by maintaining an incredibly high Net Promoter Score. No matter what the channel (self-service, email, phone, chat or in-person) we aim to deliver service that goes above and beyond. Great service to us is personal, human, quick and thorough, and above all delightful. And we do it all at scale. Meet some of the Customer Experience team.

THE ROLE
Our Customer Experience Manager coaches and develops a world-class team that takes pride in creating delightful customer experiences and consistently raising the bar. We’re looking for someone who can nurture, support, challenge and help grow the best customer support team out there.

Your job is all about partnering with the leadership team to deliver unparalleled service while fostering a fun and enriching work environment.

YOU WILL:

  • Passionately recruit and develop a team of WeRockers who have the skills and tools to delight our customers and exceed their wildest expectations
  • Provide feedback, mentorship and guidance in the form of weekly 1:1 meetings, quality coaching, and through the Eventbrite Performance Management framework
  • Monitor and ensure your team exceeds our service levels
  • Support and ensure the team has what they need to complete their jobs effectively and has fun doing so
  • Define operational processes and create management reports to help scale and grow the team
  • Proactively identify service issue gaps and improve team workflow
  • Provide insight and manage team workflow, operations, and projects group activities
  • Act as a point of escalation for customers and team members looking for additional support and service

THE SKILL SET:

  • 3+ years experience leading world class customer service or customer-focused teams / managing others
  • An unshakable passion for service. We take customer support really seriously and you should too!
  • An inspiring approach to leadership and the desire to mentor a growing team
  • A commitment to developing an exceptional and fun workplace
  • Tech fluency – you’re an expert in our product and can learn new technology at lightning speed and teach others
  • The ability to identify initiatives to drive efficiency and customer satisfaction
  • A creative approach to problem solving that allows you to stay steps ahead of a constantly changing business and lead the way
  • A proven track record of building strong, tight-knit teams who connect with each other
  • Have a flexible schedule and willing to work weekends/off hours

BONUS POINTS:

  • An infectiously upbeat attitude and great sense of humor
  • Experience in a fast paced startup environment
  • Avid Eventbrite user with a passion for live events

THE PERKS:

  • Competitive compensation and benefit package
  • Team happy hours & off-sites
  • Health and Wellness stipend
  • Travel Reimbursement

ABOUT EVENTBRITE
Eventbrite powers ticketing and registration for more than two million live experiences each year, hosting the world’s largest online selection of events. We build technology that allows anyone to create, share, find and attend events of all kinds. Music festivals, marathons, conferences, hackathons, political rallies, fundraisers, gaming competitions— you name it, we power it. Is this role not an exact fit? Sign up to keep in touch and we’ll let you know when we have new positions on our team.

Meet Some of Eventbrite's Employees

Whitney R.

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Whitney partners with Eventbrite’s Growth and Event Creation Teams—gathering consumer feedback, figuring out detailed requirements, aligning design, and executing flexible and capable event and growth products.

Martina W.

Head, Category Marketing

Martina leads a team of marketing experts whose mission is to fuel growth of the millions of events on the Eventbrite platform. She oversees marketing, acquisition, and engagement initiatives across key industry verticals.


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