Director of Fan Support

2 weeks ago

London, United Kingdom Fill My Vacancy Full time

Live shows make them feel good. They’re a time to hang with their friends, discover new artists or lose themselves on a dance floor. They're on a mission to bring all of this to more fans, more often - and that’s where you come in.

They're looking for a Director of Fan Support to join their Operations team and make it easier for partners to put on incredible events.

At our client, you’ll be part of the company that’s redefining live entertainment. It’s a place where you can be yourself, influence the culture, and create work that you’re proud of.

About the role

They focus on helping fans discover the best events, making it as easy as possible to purchase tickets and giving them a great experience of the event itself. Listening to fans’ feedback and ensuring this process is as smooth as possible is crucial to theirsuccess. This role will depend upon your ability to amass knowledge of the ins and outs of them, so that you’re able to unblock fans issues and advocate for changes that improve the fan experience.

You’ll be
- Working with the VP of Operations on their Fan Support strategy, driving high-level and high impact strategic projects to support relevant business and operational improvements.
- Building a Global Fan support team to support scale
- Providing quantifiable data and recommendations on fan experience to support and influence organisational strategy, decisions, and initiatives.
- Driving continuous improvement on customer support processes, tools and systems that deliver on their objectives, achieve KPI goals and improve the overall fan experience.

You are
- You will have run and grown an international customer support operation
- Experience of scaling at a growth stage business
- Data driven mindset
- Actively responsible
- Well-versed in the ticketing/live event industries
- Able to develop & execute on a strategic vision
- Comfortable working in a fast-paced, dynamic environment

You’ll need
- Strong problem-solving skills
- Excellent written and verbal communication
- Rigorous attention to detail

About them

Their teams work from London, New York, Los Angeles, Barcelona, Paris and Milan. They're building products that will revolutionise the industry for fans, artists and venues - and they're growing fast.

They know that having a variety of perspectives makes them a better company - it’s why they strongly encourage members of underrepresented communities to apply. Find out how they're creating a more diverse, equitable and inclusive company.

Their benefits
- Unlimited holiday
- Private health insurance
- Workplace pension
- Free therapy and coaching

During the pandemic, they've learned that working from home can help them focus, but many of them are missing the buzz of the office. They're still figuring out the best way for them all to work together in the future, and they'll involve the whole teamin any decisions they make.

Application process

Their process usually involves a quick chat on the phone, a portfolio review or task and a couple of interviews where you’ll meet the people you’ll work with. They'll keep you fully informed along the way.

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