Lead a team of customer service professionals to deliver exceptional support while driving growth in our ticketing business.
* Job Description
* We're seeking an experienced leader to oversee customer service operations, manage escalations, and champion service improvements across the organization.
* Key responsibilities include:
o Leading and inspiring a team of customer service representatives across phone, email, live chat, and social media channels.
o Championing a customer-first culture and embedding customer insights into business decisions.
o Setting service standards, conducting quality reviews, and identifying improvement opportunities.
Required Skills and Qualifications
* Leadership Excellence: 5+ years in senior customer service roles with proven success leading teams across multiple channels.
* Operational Expertise: Strong track record in managing escalations, complex complaints, and formal dispute resolution processes.
* Technical Proficiency: Hands-on experience with contact centre systems (Zendesk, Amazon Connect preferred) and intermediate Excel/Word skills for data analysis and reporting.
* Service Management: Demonstrated ability to implement service standards, conduct quality reviews, and manage high-value client relationships.
Benefits
* Complimentary event tickets
* Birthday and volunteering leave
* Wellbeing discounts & flu vaccinations
* Paid parental leave & free employee support (EAP)
* Global rewards and recognition
* Learning, development & career pathways
* A diverse, inclusive, and passionate team