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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Senior Manager, Customer Service Design & Content Strategy

Nashville, Tennessee, United States

Senior Manager, Customer Service Design & Content Strategy

  • Nashville, Tennessee, United States
  • Full-time

THE CHALLENGE

Eventbrite’s Customer base is growing and evolving, and we need our help content, internal knowledge, and customer facing experiences to grow and evolve too. We want to empower customers with the knowledge and resources they need to be successful on Eventbrite. From a single ticket buyer to the largest organizer on our site, we need a right-sized experience for each one. We’re looking for a Customer Service Design & Content Strategy Manager that can own this exciting challenge.

 

THE TEAM

The Self-Service Experience team is obsessive about making sure Eventbrite’s support content is the best it can be for customers at lightning speed. As knowledge seekers and sharers, we’re helping to improve Eventbrite’s self-service support strategy, methodology, and approach through content and AI — creating scalable customer service experiences worldwide. This role requires a keen understanding of the integrated functions within a support organization and the ability to build and execute on programs that drive superior customer experience results.

 

THE ROLE

We need someone to help us evolve Eventbrite’s customer content and self-service support strategy.  As the key player in one of our most important customer touch points, you’ll be helping steer the customer experience at Eventbrite. We’re looking for an innovator with a keen eye for process improvement and the ability to use data to drive decisions. You’ll be managing an incredible team of writers and content strategists and be responsible for leading cross-functional conversations with stakeholders to find consensus and drive timelines for content creation. 

 

The ideal candidate should be a proven leader in the knowledge and content space with a mix of technical and business acumen. The Self-Service Experience team manages both the customer-facing Help Center and internal agent-facing content. We partner with Customer Success operations, localization, product, and engineering teams to ensure customers and our team have the right content at the right time. We’re always looking for innovative ways to deliver an amazing support experience — whether online through self-service or through agent contact.

THE SKILL SET

  • 7+ years of professional experience in a related field
  • 5+ years of professional writing experience with a strong command of voice, tone, style, and grammar
  • 5+ years as a people leader — you will be leading a senior team of Content Specialists
  • Knowledge of Kaizen, six sigma, lean, or other data-driven approaches to eliminating defects or decreasing waste
  • Proven ability to develop and lead execution of successful content strategies and self-service experiences aimed at decreasing customer effort and/or improving internal productivity
  • Experience working within a globally distributed organization with translated & localized content
  • Experience with CX Strategic thinking and experience design principles. You have the ability to clearly understand and envision the full end-to-end customer experience. This includes development and design of customer experience strategies, journeys and workflow mapping, and analyzing data specific to VOC and VOE.   
  • Experience with UX Design Thinking—understands the principles of good user experience and can apply those to product flows on the web and mobile devices
  • Experience with Service Design thinking and activities. Ability to plan and organize resources (people, processes, services, tools/systems) to directly improve the internal team experience and indirectly affect the overall customer experience. 
  • Derive content opportunities using quantitative and qualitative analysis. You are able to take the analysis and present a compelling vision for change.
  • Establish cross-functional team effort to deliver goals ranging from content optimization to inventing new communication channels
  • You are passionate about providing customers an effortless experience at every touchpoint. Most importantly, you love creating amazing and effective online content.
  • Track record of managing large, global, and cross-functional initiatives
  • Deep experience with an enterprise CMS platform like Salesforce Knowledge
  • Deep experience with JIRA, and Google Analytics (or similar tools) 

BONUS POINTS

  • You have experience using automation, chatbots, AI to enhance not only the customer experience but also improve internal teams efficiency, time and resources
  • Experience with using artificial intelligence tools like Google DialogFlow to create chatbot, natural language processing, and interactive voice response self-service experiences
  • Experience using machine learning tools to create personalized content recommendations 
  • Experience with headless CMS solutions, modular content, or content operations platforms like GatherContent 
  • Proficient in SQL
  • Active Eventbrite user with a passion for live events

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.


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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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