Sr. Director, Assisted Customer Success

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

• 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, on-site services, 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 if you like sports, we have our wellness program to pay for your gym expenses.

Ongoing training and career development is an important part of our culture

We offer unlimited access to courses in Udemy, language exchange programs, internal training, Briteling talks, workshops and weekly sessions with our CEO

Work-life balance 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.