Are you an experienced Customer Support Specialist looking for a role where you can genuinely make an impact in a truly exciting industry?
I’m working with a fast-growing Manchester-based SaaS start-up transforming the live events and ticketing industry, supporting global events across sport, music and entertainment. In their past year have generated over £25million in revenue, and looking to double again this year with your role being integral to the growth…There’s no better time to join a business like this!
This is not your typical script-and-queue support role. You’ll own customer issues end-to-end while also helping improve the processes, systems and workflows behind the support function.
Day-to-Day Responsibilities:
- Manage customer issues across email, chat and phone, working to SLAs/KPIs
- Support customers before, during and after live events
- Resolve time-critical issues around ticket delivery, transfers and event entry
- Handle refunds, replacements, cancellations and compensation
- Support sellers and B2B partners, including troubleshooting integration/API issues
- Identify recurring customer problems and work with Technology, Operations and Sales to fix them at source
- Help build scalable support processes, workflows, help-centre content and canned responses
- Monitor CSAT, SLAs and contact trends and use data to identify improvements
About You:
- Experience in customer support, client services, or similar roles
- Strong communication, relationship-building, and problem-solving skills
- Strong SLA/KPI and process improvement experience
- Experience with Zendesk, Intercom or similar
- Background in SaaS, e-commerce, ticketing or live events would be a huge plus!
What’s on Offer:
- Salary up to £35,000 + Discretionary Quarterly Bonus
- 25 days annual leave + bank holidays
- Private Medical and Dental Insurance
- Flexible working: primarily in Manchester offices
- Free tickets to major gigs and high-profile sporting events
*The role does involve some weekend shift work on a rota basis to 4 days midweek and 1 day weekend*
This is a rare opportunity in the North West to join a start-up making a real impact on its industry. Your role will be central to growth and something you can truly be proud of.
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