EventBrite

Customer Service Team Lead

Australia
Jun, 30
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THE CHALLENGE
Over the past 16 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 of motivated and talented problem solvers who love helping others. As the Eventbrite platform continues to develop and our global 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 success experts, and we train and invest in our smart and savvy team to help them build successful careers here at Eventbrite.
THE TEAM
Customer Success is critical to the success of Eventbrite. Our global support team currently spans Nashville, 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 organizers and consumers have consistently great experiences with Eventbrite, and measure it by maintaining a best-in-class Customer Satisfaction Score.
No matter what the channel (self-service, phone, email, social, 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.
THE ROLE
We’re looking for a dedicated, people-oriented Customer Service Team Lead to guide, mentor, and inspire our incredible team of Customer Success 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 Manager will assist in recruitment and 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. To succeed, you’ll need to collaborate with individual contributors, other managers within our organization, as well as stakeholders outside of the function with Australia and with our other global teams. This role is all about partnering with the leadership team to come up with creative ideas on how to deliver unparalleled service by ever improving our processes and tools while fostering a fun and enriching work environment. Excellent prioritization and organization skills are key to your success.

THE SKILL SET

    • 1-3 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
    • Empower your team to resolve issues for themselves and one another, while always being available as a point of escalation
    • Data Driven - comfort with reporting and analytics, to recognize trends and ensure the proper staffing across our communication channels
    • 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 as well as improve the overall health and operational performance of your team through quality assurance
    • A creative approach to problem solving that allows you to stay steps ahead of a constantly changing business and lead the way
    • A commitment to developing an exceptional and fun workplace
    • Experience using CRM software (like Salesforce or Genesys) and Excel

BONUS POINTS

    • Experience building out and measuring workflow processes and framework
    • A history of working with live events and/or event creators
WHAT WE OFFER
At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks. In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, and much more. 
We care about your mental health and wellbeing.
Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And our wellness program to pay for your gym expenses. 
We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong. 
Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.  
We offer ongoing training and career development that meets people where they are in their careers. 
We offer unlimited access to courses in Udemy, leadership coaching for all managers, Briteling led talks, and weekly company-wide town halls with our CEO. We take culture seriously and design programs with employee feedback in mind to make Eventbrite a great place to work no matter where you work from in the world. 
Work-life balance & flexibility is extremely important to us.
Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing. 
ABOUT EVENTBRITE
Eventbrite is a global self-service ticketing and experience technology platform that serves a community of hundreds of thousands of event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The company was founded by Julia Hartz, Kevin Hartz and Renaud Visage, with a vision to build a self-service platform that would make it possible for anyone to create and sell tickets to live experiences. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it’s an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 290 million tickets distributed for over 5 million total events in 2021, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.
IS THIS ROLE NOT AN EXACT FIT?
Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We encourage people from different backgrounds to apply for this position, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities.
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