Associate Manager, Customer Experience
Eventbrite, Nashville, Tennessee
Online ticketing and registration
Over the past 11 years, Eventbrite has been building technology solutions to power live experiences all over the globe. As part of that scalable success, we are building a world-class support organization comprised of motivated and talented problem solvers who love helping others. As the Eventbrite platform continues to develop and our Nashville footprint continues to grow, our team of dedicated product experts is responsible for providing education and resources to a growing market of customers (both organizers and attendees). We’re looking for candidates to bring their excellent communication and creative issue resolution skills to the team.
With music festivals, mud runs, conferences, and many more live events being ticketed through Eventbrite, our platform means no one conversation is the same. There is no script, no one-size-fits-all solution. We’re consultative customer experience experts, and we train and invest in our smart and savvy team to help them build successful careers here at Eventbrite.
Customer Experience is critical to the success of Eventbrite. Our global support team currently spans San Francisco, Nashville, Mendoza, Cork, and Melbourne. We’re available 24/7 to troubleshoot, problem solve, and exceed expectations through delivering a delightful experience. We’re tasked with ensuring our organisers and consumers have consistently great experiences with Eventbrite, and measure it by maintaining a best-in-class 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.
We’re looking for a dedicated, people-oriented Customer Experience Associate Manager to guide, mentor, and inspire our incredible team of Customer Experience Representatives. The right person is a self-starter, go-getter, and can connect online and offline with their team, customers and fellow colleagues. Your leadership challenge will be to determine when and how you motivate and inspire your team.
Our Associate Manager will recruit, hire, coach and develop 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. You’ll be expected to put people first, proactively identify service issue gaps, and improve team workflow - your customers and your team are your top priorities. This role is all about partnering with the leadership team to come up with creative ideas on how to deliver unparalleled service while fostering a fun and enriching work environment.
THE SKILL SET
- 5+ years experience leading world class customer service or customer-focused teams and managing others
- An unshakable passion for service. We take customer support very 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
- 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
Eventbrite is the world’s leading event technology platform, powering more than two million live experiences each year. 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. Meet some of the team.
IS THIS ROLE NOT AN EXACT FIT?
Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity. We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.
FLSA Status: Exempt