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FulltimeYes
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IndustrySaaS, Consumer, E-commerce, Entertainment
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Associate Customer Service Manager, Bilingual (French, Dutch, Italian, German or Spanish)

at Eventbrite in London   —   Apr 03, 2014   |  
Overview
Eventbrite is the self-service ticketing company that helps event attendees discover interesting things to do, and empowers event organizers to plan, promote and sell out any event. In a nutshell: We’re transforming a huge industry and looking for more amazing people to join the Briteland in our London subsidiary office. We’ve processed over $1.5B in gross ticket sales and sold over 100 million tickets in 174 countries. Headquartered in San Francisco, we are backed by Sequoia Capital and Tiger Global and have been consistently named as one of the best places to work (4 years in a row!).
Responsibilities
As a company, we are focused on caring about the “people”, not just the “employee”. We’ve built a team culture that is unparalleled and we’re committed to maintaining and elevating our own bar of excellence. Our goal is to inspire and motivate our team to be more successful and effective, cultivate peak performance, and remove any barriers to innovation...all the while having a rip-roaring time.
As we continue to build our world-class client services team, we need fearless leaders to guide, mentor and inspire our fabulous support team. If you are passionate about leading teams that deliver exceptional service, we want you on our customer-loving, fun, curious, dedicated and extremely hard-working team.
As an Associate Manager, your role is to teach, lead and mentor your team. The majority of your time will be focused on providing coaching, mentoring, sharing best practices with your team, managing workflow to ensure we hit SLA, while spending time interacting with our customers. This role will be based out of our European subsidiary office in London.
Experience
You Will:
Ensure your team exceeds their (and your) wildest expectations for customer service and performance
Provide feedback, mentorship and guidance in the form of weekly 1:1 meetings, quality coaching, and through the Eventbrite Performance Management framework
Monitor and ensure your team exceeds our service levels
Support and ensure the team has what they need to complete their jobs effectively and has fun doing so
To define operational processes and create management reports
To help scale and grow the team in line with increasing contact volumes and Company growth
Provide insight and manage team workflow, operations, and projects group activities
Act as a point of escalation for customers and team members looking for additional support and service
Continue to provide world-class service to our event organizers and attendees via phone, email and live chat.
Skills
You Bring:
Excellent written and oral communication skills and the ability to learn new technology at lightning speed
Fluency in at least one of the folllowing languages : Dutch, French, Spanich, German, Spanish
2+ years in a client service role (at a technology company a plus)
BA/BSc advantageous
Demonstrated aptitude for exceptional customer service
Proven ability to provide leadership and mentorship to team members
Ability to work shifts a plus
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