Customer Support Lead

3 weeks ago

London, United Kingdom Shoobs Full time

Shoobs is a Y Combinator backed online discovery & ticketing platform. We are on a mission to give event organisers and upcoming artists a voice within a vastly competitive market. From celebratory club nights, and concerts, to comedy nights, networking events & more.

We are at an exciting stage of development and looking for a talented and experienced Customer Service Lead to join this forward-thinking and vibrant start-up on a full-time basis. You will have a strong background in engaging with and delighting customers while having a big-picture perspective on best practices for customer service protocols & procedures.

You’ll play a key role in shaping our customer experience for the future and changing the landscape of ticketing & events. You will report directly to our CEO.

**Your responsibilities include**:
**Collaboration and optimization**:

- Collaborating and communicating across the organization to ensure delivery of key information is standardized and timely across channels.
- Using experience and insights to develop new offerings, products and services for customers.
- Aiding in the development and adherence to department-level metrics, targets and quotas.
- Establishing and executing best practices in procedures, policies and tools for customer service execution, reporting and tracking.
- Creating automation and workflows to streamline the management and response time of customer queries.
- Owning the content of all support-specific pages and tools including knowledge bases, FAQs, chatbots, canned responses, and contact/request forms.
- Anticipating potential issues/problems and proactively providing solutions before/as they arise.

**Providing customer service & support**:

- Managing incoming customer service inquiries across current and future platforms including handling feedback, processing refunds, and following up with customers as needed.
- Going the extra mile to continuously surprise and delight our customers.

**Managing and maintaining a team**:

- Managing internal and external customer service team members by providing guidance, feedback, and support.
- Establishing guidelines and employee onboarding for current and future customer service tools.
- Helping to recruit, train, support, and retain our customer service and success teams.

**Your Experience & Skills**:

- 5+ years experience in a customer service B2B or B2C role, ideally within ticketing or events.
- Master communicator - both verbal and written
- Strong organizational skills and attention to detail.
- Comfort managing and reporting on customer and communication data.
- Familiarity with CRM and/or customer engagement software.

**It would be nice if you also have**:

- Experience as a lead or team manager on previous projects or roles
- An interest in music, events and/or urban culture

**Salary**: From £35,000.00 per year

**Benefits**:

- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Customer support: 5 years (required)
- CRM software: 3 years (preferred)

Work Location: Hybrid remote in London

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