Customer Experience (CX) Representative


Eventbrite is a people-first organisation. Our goal of building the global platform for live and online experiences relies on the foundation of top talent and strong company culture.


For over 11 years Eventbrite has been building technology solutions to power live experiences all over the globe. Since 2014, Eventbrite Melbourne has been growing its footprint with event organisers across Australia, and we have built the foundation for scalable success.


As part of that scalable success, we are building a world-class support organisation with motivated and talented problem solvers who love helping others. As the Eventbrite platform continues to develop and our Australian footprint continues to grow, our team of dedicated product experts is responsible for providing education and resources to a growing market of customers (both organisers and attendees). We’re looking for candidates to bring their excellent communication and creative issue resolution skills to the team.


With music festivals, mud runs, conferences, and many more live and online events being ticketed through Eventbrite, our platform means no one conversation is the same. There is no script, no one-size-fits-all solution. We’re consultative customer experience experts, and we train and invest in our smart and savvy team to help them build successful careers here at Eventbrite.


THE TEAM


Customer Experience is critical to the success of Eventbrite. Our global support team currently spans Melbourne, Nashville, and Cork. We’re available 24/7 to troubleshoot, problem solve, and exceed expectations through delivering a delightful experience. We’re tasked with ensuring our organisers and consumers have consistently great experiences with Eventbrite, and measure it by maintaining a best-in-class customer satisfaction score.


No matter what the channel (self-service, email, phone or chat) 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. Working Wednesday through Sunday each week, you will be providing support to our customers, and working through various questions to help make their event set-up a success - via phone, chat, social channels and email.


Your mastery of the Eventbrite platform will be invaluable as you guide our customers in learning the best ways to set up and manage their events, resolve any day-of-event concerns, and maximise the toolset to ensure a great experience. Ultimately, your goal will be to delight our customers and send them away with greater knowledge to become self-sufficient in creating their own events with a smile.

YOU WILL

  • Provide world-class service to our event organisers and attendees via phone, social channels and email from over 180 countries worldwide
  • Be an expert on Eventbrite features and processes
  • Own customer issues and escalate to appropriate channels as needed
  • Provide instruction and tutorials about our service to existing customers
  • Represent the voice of our customers by interfacing and collaborating with other internal teams when required
  • 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
  • Enjoy a competitive compensation and benefit package, with equity, flexible working arrangements and other awesome perks!

YOUR SKILL SET

  • Demonstrated aptitude and love for providing exceptional customer service - experience in a customer service role will hold you in great stead for this position
  • A natural enthusiasm for resolving problems in an ever-evolving environmentTech fluency – you’ll become an expert in our product and can learn new technology at lightning speed, as well as help and teach others
  • Stamina and focus to provide support to dozens of contacts per day with a smile
  • Resilience - Being able to tackle difficult conversations with customers
  • Professional working proficiency of the English Language
  • Excellent written and oral communication skills in English
  • A proactive, ‘make-it-happen’ attitude
  • Receptiveness to feedback and coaching with a desire to continuously improve
  • Availability to work on a rotating roster, this position will include permanent weekend work (flexible working options include working from home)

In return for your efforts, you'll be rewarded by working within an innovative, global tech environment and within a team of high performers, company-paid health insurance, wellness benefits, an allocation of equity and much more!


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 encourage people from different backgrounds to apply for this position, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities.

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