COVID-19 Update:We are committed to protecting the health and safety of our current Britelings and those considering a career at Eventbrite. All of our employees are currently in a remote work environment and we will continue to adapt as we closely monitor COVID-19.

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Payment Operations Associate

Nashville, Tennessee, United States

Payment Operations Associate

  • Nashville, Tennessee, United States
  • Full-time

THE CHALLENGE

Eventbrite is an industry-leading self-service event platform. We distributed more than 300 million tickets to more than 4 million experiences in 2019. The overwhelming majority of transactions flow through the system without any issues on-time every-time but there are exceptions. The Payment Operations team is responsible for the daily operational support for payments, as well as partnering with our product and engineering team to identify and resolve problems. 


THE TEAM

The Payment Operations team is a small group of operations specialists distributed across three offices around the world, sitting within Eventbrite’s Policy and Platform Operations function. The team is responsible for supporting all aspects of Eventbrite’s payment products, including working internally with “clients” from finance, sales & services, and legal, as well as, at times, directly with our event creators. We partner with numerous teams across the company to build the tools, policies, and infrastructure to support Eventbrite’s financial transactions, as well as work towards positive outcomes when payment issues do arise.


THE ROLE

As a Payment Operations Associate, you’re responsible for resolving payment issues as well as handling the most critical daily payment processes. You will also monitor a set of queues for problems with transactions, refunds, invoices, payouts, or anything else payments related. You’ll be on the front lines of the proactive work we do by monitoring for potential issues, and you’ll work hand in hand with the Finance, Risk, Trust & Safety, and Sales team to take action on high priority issues. You will familiar with Eventbrite’s many payments features and products, and maximize the toolset in order to ensure buyers can easily pay for their tickets, that payments are issued correctly, and on time while also providing guidance for many of our internal teams. 


YOU WILL

  • Become knowledgeable on Eventbrite's payment products, tools, features, and processes -- including knowledge about limitations and best practices
  • Ensure organizers get paid on time, every time
  • Provide support for escalated payment issues globally provide instruction and guidance about payment features/processes to existing customers as well as other internal teams
  • Assist in reconciling payment calculations for clients or our internal teams
  • Analyze payment data using Excel, SQL, and other analytical tools (note: SQL skills are not required to apply for this role)
  • Educate and cultivate internal knowledge related to all things payments

SKILL SET

  • 2+ years of experience in operations or customer support role
  • A love of task-based, operational work and a passion for customer experience, specifically in relation to payment issues
  • Ability to identify pain points in daily operations and advocate for change
  • Patience, empathy, and the ability to stay level-headed in high-stress situations
  • Strong analytical and communication skills
  • Strong mathematical and excel skills
  • Technical aptitude and the ability to pick up new skills quickly
  • BA or BS Degree or higher

ABOUT EVENTBRITE

Eventbrite is a the world’s largest self-service ticketing platform, powering millions of live experiences each year. We empower creators of events of all shapes and sizes – from music festivals, experiential yoga, political rallies to gaming competitions –– by providing them the tools and resources they need to seamlessly plan, promote, and produce live experiences around the world. Last year, the team served 795,000 creators hosting nearly 4 million experiences across 170 countries. Our mission? To bring the world together through live experiences. Meet some of the Britelings that make it happen.


IS THIS ROLE NOT AN EXACT FIT?

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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.

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