Customer Success Representative (Contract)

Contract, temporary position which will be payrolled through a third-party provider, intended to assist with our company-wide restructure until December 31st, 2023.

THE CHALLENGE

We are building a world-class support organization of motivated and talented problem solvers who love helping others. 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.

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 through 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, phone 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

Joining our team means doing what you love - helping people. You will be interfacing with our wonderful customers, and working through various questions to help make their event 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 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 and a smile.

YOU WILL

• Provide world-class service to our event organizers and attendees by being an expert on Eventbrite features and processes
• Be comfortable utilizing a dual monitor setup
• Own customer issues and escalate to appropriate channels when needed
• Represent the voice of our customers by interfacing and collaborating with other internal teams when appropriate
• Provide instruction and tutorials about our service to existing customers
• Bring a flexible mindset - our team relies on each other to cover and/or switch shifts in order to meet the needs of our customers and quickly adapt to changes in product and process. The only constant around here is change!

THE SKILLSET

• A natural enthusiasm for resolving problems in an ever-evolving environment
• Receptiveness to feedback and coaching with a desire to continuously improve
• Excellent written and oral communication skills
• A proactive, make-it-happen attitude, with an appreciation for friendly competition
• 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!
• Resilience and focus to provide support to dozens of contacts per day with a smile
• Demonstrated aptitude and love for providing exceptional customer service

BONUS POINTS

• Experience in a fast paced startup environment
• An infectiously upbeat attitude and great sense of humor
• Prior experience with Salesforce, G Suite, Genesys and Slack
• Avid Eventbrite user with a passion for live events

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training; licensure and certifications; and business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Eventbrite, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the starting range is $18.75/ hr.

WHAT WE OFFER

We are committed to providing competitive, valuable and meaningful benefits for our Britelings.

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. Read more about our Diversity and Inclusion work for our team, culture, and community.

We offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.

Eventbrite's global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote/hybrid environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).

ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing, marketing, and experience technology platform that serves a consumers and 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. With over 280 million tickets distributed for over 5 million total events in 2022, 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?

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Eventbrite is committed to equality of opportunity for all staff, and applications from all suitably qualified individuals are encouraged, regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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