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Senior Director, Assisted Customer Success

Remote, United States

Senior Director, Assisted Customer Success

  • Remote, United States
  • Full-time

THE CHALLENGE

As the Eventbrite platform continues to develop, our team of dedicated customer experience representatives is responsible for providing assistance and resources to a growing market of organizers and consumers.  We’re looking for self-motivated 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 you’ll be having a variety of conversations. 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 spans Nashville, Cork, and Melbourne. We’re available 24/7 to troubleshoot, problem-solve, and exceed expectations by delivering a delightful experience. We’re tasked with ensuring our organizers and consumers have consistently great experiences with Eventbrite. No matter what the channel (self-service, email, chat, or social), 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

You will be a strategic and operational leader to help scale and develop our assisted support services team to the next level.  In partnership with VP Customer Success, lead the transformation of services at Eventbrite across systems, processes, channels, operations, and the customer journey.


As an extension of our self-service platform, own, adapt, and execute on a long-term vision for delivering a best-in-class service experience as an integrated part of the overall Eventbrite customer experience. Drive scalable service growth as Eventbrite’s customer base grows and evolves; from a single ticket buyer to the largest organizer on our site, we need a right-sized experience for each in order to empower customers with the knowledge and resources they need to be successful.  Develop and own our servicing & channel mix strategies: who we service (segments), how we service them, and what we outsource. Develop and manage executive escalation processes.



THE SKILLSET

  • THE SKILLSET
  • 10+ years experience leading a support services organization                                        
  • 5+ years management experience
  • Deep domain expertise in customer service/customer experience - has been done there in terms of owning the design and implementation of a customer experience that is known for its excellence.
  •  Passionate about customers with a bias toward the best customer experience and action to implement the same.Comfortable in the ambiguity of taking an in-flight function and balancing iteration with rebuilding to develop a path to, and ultimately deliver on excellence.
  • Strong analytical skills - digs in and problem solves.
  • Willingness to roll up sleeves and get scrappy to get things done - knows how to get wins, build momentum, and balance executing on “no regrets” actions with longer-term strategic progress.
  • Excellent business acumen and communication skills - works effectively across functions to balance influencing the change they believe in and the best outcomes for the business, not just the function. 
  • A business leader with experience in organization design and hiring strong leaders who demonstrate critical thinking and strong execution skills.
  • Leads by example to develop the culture of the organization. 
  • Experience in B2B and B2C businesses/marketplaces.

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?

Sign up to keep in touch and we’ll let you know when we have new positions on our team.


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.


 Applicant Privacy Notice


Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis. 


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