Customer Success Specialist

6 months ago

London, United Kingdom Ticket Tailor Full time

We’re striving to build a diverse team and welcome applicants from all backgrounds to apply. We believe that unique differences are what makes a strong team and are actively committed to building an inclusive work environment. So, if you're passionate and ready to contribute, we'd love to hear from you_

We are looking for a Customer Success Specialist to help us on our mission to make event organisers’ lives as easy as possible Your role will be primarily customer-facing, with a focus on video training, onboarding calls, and the occasional product demo.

**About Us**

At Ticket Tailor, our mission is to empower a diverse range of event creators by making it easy and affordable to sell tickets online. We believe in doing business for the good of society and the environment, by growing better not just bigger.

Last year, over 18 million orders were placed through the Ticket Tailor platform, for all types of events from art installations to water parks. We have a world-class NPS score, and pride ourselves in building a simple platform built with a customer-first mindset.

We love to work with inclusive and supportive people who share our belief that a happy workplace = happy customers.

We're a fully independent, profitable, and bootstrapped company meaning we don’t have to answer to anyone except ourselves and our customers, allowing us to scale the company sustainably and with soul. This allows us to grow on purpose - with purpose - so that every event ticket sold with Ticket Tailor can have a positive impact.

We're carbon neutral (having offset our entire history of emissions), donate to climate causes for every ticket sold, and most recently became a certified B Corp, joining a global community of businesses putting people and the planet first.

**Diversity & Inclusion**

At Ticket Tailor, we’re building a small but mighty team to help us deliver big differences to people, the planet & society. We’re passionate about creating a diverse and inclusive environment where people can thrive, be inspired, and feel comfortable to be themselves.

As a Certified B-Corp, we lead from the front, and with purpose, to disrupt the events & ticketing industry while ensuring we accommodate and celebrate people of all backgrounds along the way.

We believe that diverse teams enable us to have different perspectives and points of view, which in return allows us to question the norm, support our customers, and adapt our plans for the future.

**About the role**

You'll be working within our existing Customer Success function to take our customer experience to the next level for our key customers. We pride ourselves on creating close relationships with our customers to ensure they are set up for success from day one, so you'll be spending lots of timing chatting with a wide variety of event organisers and helping them use the platform.

Your main responsibilities will be:
**Speaking directly with our customers**
- Regular live check-ins with our users, especially after significant events, to ensure their satisfaction, gather feedback, and find out what could have gone better
- Actively capturing and documenting user feedback to share with the team. Don’t be afraid to propose changes where necessary
- Utilising Intercom to assist in setting up new events and handling escalated customer support inquiries
- Addressing any open issues through creative problem solving to help find a resolution across teams (eg. Sales, Product, Support)

**Onboarding customers**
- Delivering onboarding/setup/training calls to new users to set them up for success
- Providing support and strategic advice to our users when setting up their events, helping remove any blockers if they arise
- Re-engaging and re-onboarding older users who may need a refresher or additional support to maximise their experience

**Reporting on user performance**
- Proactively monitor sales and success metrics for our high value users to identify at-risk accounts and prioritise engagement
- Reporting on trends, areas for improvement, and opportunities for growth

**Requirements**:

- Experience in a customer facing, customer success or customer support role
- Enjoy talking to customers and being on video calls
- Experience in SaaS or the events industry would be favourable but is not required
- Brilliant communication and interpersonal skills with ability to manage customer expectations and relationships
- A keen-eye for detail to spot areas of improvement
- Strong organisational skills and attention to detail
- Experience using Intercom, Slack, Notion or similar platforms would be great. Otherwise a keenness to become a super-user
- Strong writing and presentation skills, with the ability to present complex information in a clear and simple way
- Self-motivated and capable of working independently and as part of a close-knit team

**The Process**:

- An initial Screening Call (15 minutes) ️
- An on-site interview where you will be asked to prepare and pr

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