Director - Customer Experience - Eventbrite - San Francisco

Job description
At Eventbrite, we believe that gathering with others is the best way for people to learn, grow, get inspired, feel connected, give back and celebrate. So we’re building a platform that facilitates those gatherings by helping people organize, find, and attend events that feed their interests, while connecting them with others who share their passions.
Join us in creating a world where we’re encouraged to get out there and try new things, indulge in our interests, enrich ourselves and build our communities. Join us in making the world a brighter place.
Eventbrite is driven by exceptional customer service. We provide 24x7 support for our community of event organizers and attendees worldwide with a top-notch, dedicated, and client-centric team.
We are looking for a Head of Customer Experience to be the driving force behind building one of the best customer services teams out there. Partnering with the VP of Customer Experience, you will set and execute the strategy for delivering unparalleled service – all while fostering a fun and enriching work environment.
In this position you will understand the metrics, know the systems we need to implement, but most importantly, you will know that people are number one and you will passionately work side by side with Britelings to motivate, mentor, and inspire our team to deliver delightful customer experiences. We are looking for a creative problem solver who understands that our people are our most valuable asset.
You Will:
Put people first. Your customers and your team are your top priorities and your track record reflects that
Develop service level targets, structure teams to wildly exceed customer expectations and allow us to scale with style and grace
Mentor, coach and provide guidance to the client services leadership team
Partner with the Director of Global Customer Operations and Global Training to ensure the US delivers unparalleled service with quality and operational excellence
Ensure we have the right service level metrics and tracking in place to be at the top of our game
Provide leadership, decision-making frameworks, analytic guidance and business judgment to drive operational ease and scalability
Hire, lead and develop a growing A+ team and fine-tune the department’s structure as needed
You Bring:
10+ years leading and scaling customer-service teams driven by excellence
A strategic approach – you think big and have keen insights to back your ideas up
Puzzle-master level problem solving abilities. Our business is constantly changing and we need someone who can keep up
Leadership stories that illustrate your ability to lead, mentor and coach a team
An unshakeable passion for service. We take customer support really seriously, and you should too!
Bonus Points:
MBA
An infectiously upbeat attitude and a compassionate nature
Experience at a top media, internet or technology company
Avid Eventbrite user with a passion for live events

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