Customer Experience Representative

Location: You tell us! Melbourne preferred, but we’re open to other states. You’ll be working from home for the time being, until we can all be together safely.

THE CHALLENGE

Eventbrite is a people-first organisation. Our goal of building the global platform for live and online experiences relies on the foundation of top talent and strong company culture. Our team is the face of Eventbrite, and we’re charged with finding, attracting, and bringing in the best of the best to drive Eventbrite’s growing business and award-winning culture forward. Hiring the best talent globally is no easy feat. However, we have a talented team who has an inspiring story and mission. Our perfect candidate is someone who can connect that vision and story with top-notch talent.

For over 11 years Eventbrite has been building technology solutions to power live experiences all over the globe. Since 2014, Eventbrite Melbourne has been growing its footprint with event organizers across Australia, and we have built the foundation for scalable success.  

As part of that scalable success, we are building a world-class support organisation with motivated and talented problem solvers who love helping others. As the Eventbrite platform continues to develop and our Australian footprint continues to grow, our team of dedicated product experts is responsible for providing education and resources to a growing market of customers (both organisers 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 and online 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.

THE TEAM

Customer Experience is critical to the success of Eventbrite. Our global support team currently spans Melbourne, Nashville and Cork. We’re available 24/7 to troubleshoot, problem solve, and exceed expectations through delivering a delightful experience. From our contact centre (or right now, from home!), we’re tasked with ensuring our organisers 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, email, 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. 

THE ROLE

Joining our team means doing what you love - helping people. Through chat, social channels and email, you will be interfacing with our wonderful customers, and working through various questions to help make their event set-up a success. Your mastery of the Eventbrite platform will be invaluable as you guide our customers in learning the best ways to set up and manage their events, resolve any day-of-event concerns, and maximize the toolset to ensure a great experience. Ultimately, your goal will be to delight our customers and send them away with greater knowledge to become self-sufficient in creating their own events with a smile.

THE SKILL SET

• Demonstrated aptitude and love for providing exceptional customer service - experience in a customer service role will hold you in great stead for this position
• A natural enthusiasm for resolving problems in an ever-evolving environment
• Tech fluency – you’ll become an expert in our product and can learn new technology at lightning speed, as well as help and teach others
• Stamina and focus to provide support to dozens of contacts per day with a smile 
• Resilient and able to take on difficult conversations with customers
• Professional working proficiency of the English Language
• Excellent written and oral communication skills in English
• A proactive, ‘make-it-happen’ attitude
• Receptiveness to feedback and coaching with a desire to continuously improve

BONUS POINTS

• Previous experience in a contact centre environment is handy
• An infectiously upbeat attitude and great sense of humor
• Experience in a fast-paced startup environment
• Avid Eventbrite user with a passion for events

ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of nearly one million event creators in over 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. 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 300 million tickets distributed to more than 4 million experiences in 2019, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love.

IS THIS ROLE NOT AN EXACT FIT?

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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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