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Senior Manager, Customer Experience

Nashville, Tennessee, United States

Senior Manager, Customer Experience

Full-time | Nashville | Tennessee | United States

THE CHALLENGE

The Eventbrite Customer Experience team is working around the clock to provide our event creators and consumer customers with the most delightful service possible, and we’re looking for an experienced manager to help lead our team. As our Senior Manager, you will manage our Associate Managers who coach and mentor our frontline Customer Experience Representatives. We have aggressive performance targets and need you to help us achieve them! Translate your passion for delighting customers into tangible actions that expand loyalty and delight.


THE TEAM

At Eventbrite, we’re passionate about bringing people together around live experiences of all kinds. So we’re building technology that powers international film festivals, air guitar competitions, marathons, beer weeks, and everything in between. Our frontline teams are currently based in Nashville, Cork, Mendoza and Australia!

 

THE ROLE

We are looking for a Senior Manager who not only thrives on solving problems but who can identify improvements with an eye towards efficiency. This candidate will continuously help shape and drive strategic initiatives through analysis of customer needs and pain points as well as internal team performance metrics. They will collaborate with members from Customer Success, Sales, Product, Engineering, Operations and General Managers of each locale while representing the voice of the customer in order to best serve the needs of our customers. You will mentor, inspire, and provide guidance to your team with a focus on helping them achieve their goals, grow as team members, and create successful experiences for our customers. In addition, will work daily with frontline managers to identify and act upon coaching opportunities for each of them and their teams.

THE SKILL SET

  • 8+ years experience leading, coaching, and building customer support teams
  • An extraordinary leadership track record with a proven history of being a “10x” manager of managers
  • A proven ability to analyze business performance, set relevant targets, and exceed them
  • Excellent written and oral communication along with a fluency in technology
  • A passion for providing transformative customer experiences
  • An ability to translate a business strategy into tactical operating plans
  • Comfort with a rapidly evolving work environment; you don’t just roll with change--you are prepared to initiate and thrive in it
  • A BA/BS from a leading academic institution

BONUS POINTS

  • Experience at a top Internet, technology, or consumer products company
  • Experience using and managing customer service CRMs (Salesforce, plus!)
  • Experience in measuring and improving a group’s Net Promoter Score and CSAT
  • Avid Eventbrite user with a passion for live events

ABOUT EVENTBRITE

Eventbrite is the world’s largest ticketing and event technology platform, powering millions of live experiences around the globe. 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?

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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.


FLSA Status: Exempt


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