We view this new role as the perfect opportunity for someone who is passionate about ensuring excellent customer experience is at the heart of all aspects of what a support team should aim to achieve everyday, while ensuring internal processes are streamlined and effective to best support our Ticketsolve community.
About the Role
Ticketsolve is an organisation dedicated to providing exceptional customer service and this role ensures that all areas of our operations department are keeping service standards up to our expected quality. This role focuses on; listening to customer feedback and ensuring it is carefully considered in our support provided, working collaboratively across the various strands of operations to ensure processes are implemented and updated while overseeing a cohesive, excellent team that are continually improving product knowledge and driven to achieve our wider strategic goals.
- Working hours: 35 hours per week, Monday – Friday. Some travel and occasional overnight stays for meetings or training may be required.
- Location: Remote, UK or Ireland based
- Responsible to: Head of Operations
- Salary: £37,500 – £42,500 / €43,00 – €48,000 depending on experience
Key Responsibilities
- Work collaboratively with the Head of Support to ensure that all daily customer service requests are proactively monitored and meeting set targets.
- Manage the teams performance and leading on individual monthly 1:1’s with clear measurable targets, providing feedback when required and conducting performance reviews.
- Work cohesively across operations to ensure processes are implemented and improved throughout teams such as Support, Onboardings and Customer Success in line with our targets.
- Lead the direction of customer service in the department by running Support monthly, quarterly and annual OKR’s.
- Oversee daily scheduling requirements for Support such as rotas, leave requests, training delegation and onsite-meetings to ensure consistent support levels.
- Act as a necessary escalation point for complaints, escalations and project-evaluations to ensure clear actions and procedural improvements.
- Assist in team procedural requirements such as employee recruitment, onboarding and ensuring training requirements are met.
- Provide senior leadership with weekly performance updates in Support metrics such as FRT, CSAT, TTR and project updates.
- Run regular quality checks on customer calls and tickets, giving feedback and refreshers so the Support team stays sharp and consistently delivers a high standard of service.
- Partner with Product to ensure regular development requests and features are considered in relation to customer needs and feedback.
- Provide strategic outlines and plans of new processes to senior leadership required to ensure customer service standards are constantly improving with our fast-growing customer base.
- Assist the Head of Operations and Operations Manager in any additional tasks that require a focus on customer service standards.
- Lead by example in building a culture of accountability, clarity, and continuous improvement across the operations team.
- Nurture an inclusive culture where we aim high and look after each other’s wellbeing.
About You
- 3+ years experience in customer/visitor/operational service delivery management in a similar role.
- Proven record of process improvement and meeting high-level targets in a fast-paced work environment.
- An empathetic, hard-working and driven people manager who has vast experience managing teams of all sizes.
- Strong working knowledge of Ticketsolve or similar arts and culture ticketing platform, with hands-on experience using it to manage customer operations and support.
- Helpdesk expertise (ideally Zendesk): workflows, automations, reporting, QA, and knowledge systems.
- Comfortable leading high-pressure incidents and post-mortems, with a focus on prevention.
- Strong cross-functional collaborator who is driven to providing clarity and structure through continual process improvement.
- Strategic-thinker who has experience working alongside technical development teams to deliver and implement functionality.
- Data-driven decision-maker with commercial acumen and true customer empathy.
- A strong working knowledge and experience working with the arts and culture sector within the UK and Ireland. Knowing the organisational structure of our customer base is essential.
How to Apply
To apply, send your CV and cover letter to careers@ticketsolve.com by 5pm Friday 24 October
Interviews will take place remotely via Google Meet.
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